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The study, grounded on the social cognitive career theory, seeks to analyze the upshot of psychological empowerment on career satisfaction via affective commitment. The study also aims to examine the impact of the interplay among affective commitment and resilience on the career satisfaction of Indian service industry professionals.

In this study, the data has been collected from 277 employees using standardized measures from the North Indian service industry. To test the proposed model, Analysis of Moment Structures (AMOS) (Hayes, 2013) was utilized.

The outcomes of the study offered substantial support for the theorized link between psychological empowerment, affective commitment, resilience and career satisfaction. The outcomes confirmed an affirmative association concerning psychological empowerment and career satisfaction through affective commitment as a mediator and resilience as a moderator. The study concludes that the workforce with extraordinary resilience will perceive a stronger influence of psychological empowerment on career satisfaction.

The study offers a few pertinent inputs for the organizations operating in high-power distance culture to comprehend the role of psychological empowerment and “resilient attributes” of personality in developing a sense of career satisfaction amongst Indian service sector employees.

The present research examines the association between psychological empowerment, affective commitment, resilience and career satisfaction for the first time as mediated moderation model and the same has neither been examined theoretically or empirically.

The present paper intends to study the relationship between Machiavellianism and effectiveness. It investigates the parallel mediating effects of self-esteem and ethical leadership on Machiavellianism and leader effectiveness.

The study was administered to 260 managers from the banking sector. Statistical tools, like descriptive statistics, Pearson product moment correlation, reliability analysis, validity analysis and parallel-mediated regression analysis, were used to analyze the data. Drawing from the conservation of resource (COR) theory, a parallel mediation model was empirically tested.

The study found a negative association between Machiavellianism and leader effectiveness, and the parallel mediating impact of self-esteem and ethical leadership reduced the impact of Machiavellianism on leader effectiveness.

The work suggests that the banking sector leaders can adapt ethical behaviors to create positive leader–member relations contributing to increased organizational efficiency and productivity.

The unique contribution of the study includes determining the mediating roles of self-esteem and ethical leadership, especially in the Indian context. Despite the availability of past studies on the constructs, the studies on the parallel mediating relationship between Machiavellianism and effectiveness was limited.

Based on the social exchange theory and the reactance theory, the purpose of this paper is to investigate the effects of workplace abuse from two sources. The study explores the linkage between abusive supervision and co-worker abuse on the targeted employee’s organizational commitment, organizational citizenship behavior and intention to quit as mediated by procedural justice. Furthermore, this study extends understanding workplace abuse consequences by investigating its effects on organizational citizenship behavior directed to individuals and organizational citizenship behavior directed to the organization.

To test the proposed hypotheses, a cross-sectional research design was used. The sample comprised 500 employees working in various private and public sector organizations in the Republic of Trinidad and Tobago. Using a split-sample approach, mediation analyses were performed on the test and validation samples.

The research results showed that procedural justice mediated the relationship between abusive supervision and affective and normative commitment, organizational citizenship behavior directed to individuals and intention to quit. Procedural justice was found to mediate the relationship between co-worker abuse and affective and normative commitment, and intention to quit.

This study extends previous academic studies on workplace abuse by comparing the effects of abusive supervision and the lesser researched source of co-worker abuse on the targeted employee’s organizational commitment, organizational citizenship behavior and intention to quit. It also reports on the effects of each source on an employee’s organizational citizenship behavior directed to individuals and organizational citizenship behavior directed to the organization, as there is limited empirical research within the workplace abuse literate on these two dimensions.

The purpose of this paper is to test the conceptual model of consumers’ intention and satisfaction towards mobile wallets. This study uses the integrated UTAUT model which includes variables such as ease of use, trust, security, self-efficacy, etc., and an additional variable (hedonism) to test consumers’ behaviour in the context of mobile banking technologies. Regression analysis, ANOVA and descriptive analysis are used to test the relationship among several dimensions such as perceptions, preferences, satisfaction and usage rate of mobile wallets in North India. A sample of 204 North Indian consumers was taken to understand the consumers’ adoption behaviour towards mobile wallet. The study explains the significance of the proposed model and its effectiveness to understand the behaviour of North Indian consumers. The result shows a significant association between consumers’ perception, preference, usage and satisfaction. Security, trust and hedonism are few of the most influencing variables in the study. Demographic variables such as gender and age also influence consumer satisfaction and usage rate of mobile wallets in North India. The proposed model and results of the study bring valuable insights into researchers and practitioners in the context of usage of mobile wallets.

Various standardized scales were used in the present study. Statistical techniques like descriptive statistics, analysis of variance, t-test, χ² and regression analysis were used to assess the data. The data were collected with three separate questionnaires on variables perception, preference, usage and satisfaction.

Findings of this study show a strong relation between customer’s perception, preference and satisfaction of mobile wallet users. The result also shows the impact of customer’s perception, satisfaction and preference on the usage rate of mobile wallets in India. The authors have collected responses from the various regions in south and North India.

The first contribution of this study is that it shows a strong correlation between consumers’ perception, preferences and satisfaction. Various studies are available to understand the impact of perception on satisfaction (Samudra and Phadtare, 2012; Venkatesh and Davis, 2000, Thakur, 2013), but very few studies have integrated it with preference and mobile wallet usage. Moreover, no study is available on these variables specifically for North Indian consumers. This study is unique in the sense that it discuss the association of consumer’s perception with type of transactions they prefer to do in M-wallets. This paper also identify one more crucial factors, “hedonism” which is not discussed extensively in the literature.

The study has several implications to the mobile technology industry and the banking system to identify new strategies for mobile wallet usage. Factors like security, convenience and trust influence consumers’ intention. This indicates that industries and banks must verify users’ privacy norms and evaluate social trends to enhance user’s satisfaction and usage rate. Hedonism is determined as one of the significant variable to measure consumer’s satisfaction and usage tendency. Mobile technology providers should work on the appearances and design of the apps, and promote its convenience and benefits to increase its usage in North India. Based on the findings of this study, companies can also evaluate preferred wallet services for consumers, and factors affecting those services. This will help them to add more attractive services based on consumers’ feedback, and remove unwanted services.

The study also stressed the impact of society and family/friends on mobile wallet’s usage. Customers learn new things from family and society and get influence with their choice and preferences. This will help institutions to understand various factors leads to mobile wallet usage and enhance the satisfaction level of customers.

Although various studies have been conducted on the perception of customers on various mobile payment systems, but this paper is the first of its kind to study customer’s perception about wallets and type of transactions; they prefer to do through mobile wallets. This paper also study the impact of mobile wallet usage and various factors affecting the usage rate. This paper also identified one crucial factor, “hedonism”, which is not discussed thoroughly in the literature, and its significance in North India.

The purpose of this paper is to understand MBA skill transfer, employability and how work-integrated learning (WIL) can help in ensuring the availability of employable managers after the completion of MBA. India faces a major crisis in terms of finding employable workforce despite its huge population. The paper explores the question of employability. It focuses on how WIL can be used to facilitate transfer of skills, which ultimately leads to a more employable workforce.

Existing research was studied to establish linkages between WIL and skill transfer. The existing skill gaps in MBA education, which lead to unemployable business graduates, were also revealed.

The literature studied suggests that there is a positive impact of obtaining an MBA degree on the employability of business graduates. However, there is no concrete evidence to show that the impact is big enough to cover the cost and time spent on pursuing the degree. The paper also reveals the various types of WIL modules being followed by some universities to improve skill transfer and to ensure that graduates are work-ready.

Though the question of employability poses a serious threat to the Indian education as well as the industry, little has been done to assess the ways in which the graduates can be made employable. WIL is also being practiced in a very narrow sense and only by institutes of repute. WIL is being practiced in certain countries and the Indian business schools can use these programmes as a guide.

The paper studies the question of employability from the point of view of the Indian economy and educational institutions. It draws from the experiences of other countries in trying to include WIL into the degree programme to facilitate skill transfer.

After working through the case and assignment questions, students will be able to understand the following aspects:▪ how good strategic planning can convert a crisis into an opportunity;▪ importance of service excellence and customer satisfaction through customer delight and customer feedback; and▪ utilisation of resources and excellent time management strategies.

This case discusses how vital teamwork and motivated leadership can convert a crisis such as Covid-19 into an opportunity. This case study talks about Uttar Pradesh Metro Rail Corporation (UPMRC), a metro rail corporation working to develop metro trains in the Indian state of Uttar Pradesh. The case discusses how challenging it was for the metro rail corporation to transform its processes in a short period and deal with the crisis on major fronts such as facilities maintenance, human resource management, ensuring safety and security of its staff and riders, motivation of staff, service quality and maintaining all operational aspects. The case discusses how UPMRC is a leader on all fronts and has excelled in its operational work. It talks about what challenges the lockdown and unlocking phase posed in front of the leadership and how teamwork, dedication to exemplary service quality and customer satisfaction gave the team the strength to make changes that improved their processes and helped them overcome the crisis.The case starts with a discussion of metro rail inception and incorporation of UPMRC and then how this newly formed metro has to face the challenges of pre-lockdown period where the team worked very hard for sanitisation and safety. The lockdown created a completely different set of challenges related to the facilities and the entire metro train systems, which was a difficult situation to deal because of restrictions and other challenges. However, the team dealt with situations with strength and strategic planning, leading to better managed processes and staff. The unlocking phase also gave many challenges that the team handled with a lot of care and efficiency.

This case is suitable for post-graduate-level courses on services marketing, service operations management, general management, crisis management and strategic management. Participants can use the case to develop an understanding of strategic planning and management.This case can also be used in the executive education program for managers to encourage them to think through challenges faced by metro rail corporations.

Teaching notes are available for educators only.

CSS 10: Public Sector Management.

Workplace bullying has appalling fallouts for organizations and employees. While the association between bullying and employees’ exit intentions has been sufficiently established in research, the underlying conditions remain overlooked. Using the affective events and conservation of resources theories as the theoretical lens, the purpose of this study is to probe work alienation and emotional exhaustion as sequential mediators in the association between bullying and employees’ exit intentions.

A sequential mediation model was examined using three-wave longitudinal data gathered from 406 employees working with hotels situated in tourist destinations of India.

Work alienation serves as a significant mediator between bullying and emotional exhaustion. More importantly, work alienation and emotional exhaustion emerged as sequential mediators in the association between bullying and exit intentions.

Research on workplace bullying is often cross-sectional, and researchers have called for time-lagged and/or longitudinal examination. While responding to the frequent calls made by researchers to examine underlying conditions, this three-wave longitudinal study advocates for holistic cognizance, i.e., how workplace bullying results in employees’ exit.

Using the lenses of social exchange and reactance theories, this study examines the relationships between abusive supervision and both turnover intentions and job satisfaction. The moderating role of employee depression in the relationship between abusive supervision and these specific work outcomes is also investigated, by incorporating the conservation of resources theory.

Quantitative data were collected from a sample of 221 frontline retail employees, across shopping malls in the Caribbean nation of Trinidad. A 3-step multiple hierarchical regression analysis was performed to test the relationships.

The findings provided support for the propositions that abusive supervision predicts job satisfaction and turnover intentions, respectively. Employee depression moderated the relationship between abusive supervision and job satisfaction but did not moderate the relationship between abusive supervision and turnover intentions.

While existing research has explored the relationships between abusive supervision, job satisfaction and turnover intentions, limited studies have investigated the moderating role of employee depression. This study contributes to understanding this pervasive workplace issue by investigating a relatively unexplored moderating effect.

This paper aims to apply citation analysis to identify the emerging trends in the area of Web-based training which have been highlighted through Table III.

The analysis is based on citation index analysis from journal citation report 2015 published by Thomson Reuters and science citation index database report (1990 to 2015).To undergo the analysis, we have selected journals in the area of Web-based training/e-learning from the database of 167,214 journals, and some of the information has been collected from various blogs to know the trends taking place in this area.

This review analysis primarily focuses on Web-based training and its research trend between 2010 and 2015. The results indicate that most of the research that has happened in this area mainly concentrate on four things: perception of employees towards Web-based trainings, choosing a mode of training, return on investment (ROI) on training transfer and performance post training.

This study may benefit other research scholars from management and humanities field seeking understanding about research trends and emerging trends in the area of Web-based training.

This study aims to find, analyse and synthesise the body of literature on how different health-care businesses form business-to-business (B2B) alliances. By doing so, this study seeks to identify visible research gaps to suggest future research questions and develop a conceptual framework to set a future research agenda.

The study uses the time-tested systematic literature review method to identify 57 studies that have addressed B2B relationships in the health-care industry. Thereafter, a qualitative analysis is performed to delineate the research profile and synthesise the key themes examined in the selected studies.

The qualitative analysis uncovers two key thematic foci: types and purposes of B2B relationships and pertinent issues in continued B2B relationships. Within these themes, the authors highlight different types of firms and their reasons for engaging in B2B relationships. The authors also summarise various issues that these firms deal with in such relationships. Finally, the authors highlight the limitations in the existing research and suggest future research questions to address them. The findings are summarised in a conceptual framework.

Although several reviews exist that evaluate the state-of-the-art research on B2B relationships, very few have examined the same in the context of health care. This review adds value to the research by providing a comprehensive overview of the existing findings in the area to encourage future research through a conceptual framework.