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The purpose of this paper is to demonstrate those factors which are responsible for the sales misconduct in Retail banking services across the world and try to find out the determinants which majorly affect the Indian Retail banking industry. The authors also try to find out whether the sales approach leads to malpractices in sales and how does it affect the different categories of the customers.

Primary data have been collected from the bank account holders having account in various private and public sector banks operating in India.

The authors have come out with finding that sales misconduct is majorly affected by misrepresentation of facts, complexity of products, lack of disclosure norms and more. They also found that push sales approach is adopted by banks, particularly by private banks to majorly tap the class customers to sell the financial products without their requirement and achieve the revenue targets.

Banking regulators can keep a close supervision on sales mal practices in banking sector and implement stringent norms to reduce these kinds of practices.

Very few studies have been conducted on the basis of the class of the customer, and how sales approach leads the malpractices in sales and how it affects the class of the customers.

The Indian banking industry has undergone many changes with the advent of changing economic environment in the country. Many changes have taken place in terms of customer services, work culture, infrastructure, approach to sales and customer relationship management amongst others. This paper aims to attempt to evaluate the adherence of BCSBI code by the banks. Customer perception has been evaluated to analyse the adherence of the code. Also, the authors have tried to evaluate the impact of customer type (mass and class customers) and bank type (based on bank ownership- private and public banks) on the compliance of the code by the bankers or minimum regulatory requirements with respect to customer services. Questionnaire has been developed as per the Banking Code and Standard Board of India (a customer services cell of Reserve Bank of India), and BCSBI has been used as a regulatory standard to compare the level of compliance by the banks.

Primary data have been collected from private and public sector banks. In the first step, instrument validity and reliability has been checked by using structural equation modelling; in the second step, descriptive statistics has been used to know the extent of fulfillment of standard by banks; and in the third step, a two-way multivariate analysis of variances has been used to do the comparative analyses of the respondents data.

The overall finding of the research shows that overall adherence of the dimension of code are not in sync with the objective of the code. Study also has shown the mindset of the Indian bankers that how they predominantly serve the class customers and push those products to the customers which are target based or earn profitability for the banks and incentives for the banker. Private banks are ahead in compliance with respect to the customer services, but they are also ahead in sales malpractices.

This study is an eye opener for the regulators, as per BCSBI regulations, surprise supervision take place every year, but this study shows the ineffectiveness of that supervision. Following the BCSBI norms by the banks is just eyewash of regulators, but all the norms are fulfilled only in papers but not in actual practice.

The research paper is original piece of work; the researcher did not find any study related to BCSBI code in Indian as well as in international literature.

Digital transformation (DT) innovation is a monumental contribution that has had a profound effect on several worldwide industries. The aim of this research is to evaluate the current and future trends in DT specifically focusing in construction industry.

This study adopts a qualitative analysis approach grounded on descriptive and bibliometric analyses. In total, 283 papers from Scopus between January 2015 and April 2023 were retrieved in accordance with the Preferred Reporting Items for Systematic Reviews and Meta-Analyses (PRISMA) review methodology. This study examines the publishing trends, most productive nation, university, publications and authors. Keyword co-occurrence analysis and thematic evolution were analyzed through Vosviewer and Biblioshiny.

The results illustrate a growing desire to use digital technologies in the construction industry, which shows the topic's power and expanding popularity. This research reveals various emerging themes based on technology usage in construction sector. Out of 14 themes, occupational health and safety, mass customization, virtual reality and artificial intelligence were identified as isolated themes. Further, this study elaborates the difficulties encountered by the construction industry while employing digital technologies and examines the interrelationships among various keywords in DT and reveals the paradoxes and hotspots.

This research adds to the body of literature as it identifies the research areas and gaps in the existing DT domain in construction industry. The integration of technology in this sector has an intense positive future vision as various subareas have immense potential for technology application.

Usage of updated technology is continuously empowering customer relationship management (CRM) to be convenient and user friendly, where customers are kept engaged with knowledge and information. This enables them on decision-making and managing their portfolio, especially in mutual fund investments. To improve toward a positive decision, certain quality related variables needed to be considered. Thus, this study aims to estimate the mediation effect of relationship quality and outcome (RQO) between CRM and investment decision-making in mutual funds (MFD).

The descriptive study adopted the constructs from existing empirical literatures to conceptualize the model with three higher order constructs with 12 dimensions. Survey method is used, and with a structured questionnaire, a total of 323 mutual fund investors were approached using nonprobability criterion sampling technique, of which 262 relevant responses were considered for estimating the structural model. Smart PLS was used to establish the relationship of the constructs.

The result emphasizes a significant direct and indirect relationship indicating that investors are more inclined to MFD through technology-enabled CRM and RQO plays a vital role in explaining the direct relationship between CRM and MFD. The results of the study are in-line with the existing literature.

The study highlights that financial institutions must focus not only on technological diffusion but also needs to ensure quality service by providing knowledge and information during every access of transactions by customers, making them independent and confident during investments.

This study indicates how capacity efficiency, which is a part of service productivity, can be managed without affecting the outcome efficiency by incorporating technology in the place of human interaction during relationship acquiring and retaining process.

Following are the learning outcomes: recognize the significance of project management as an integrated approach for managing projects in an unprecedented situation. Identify the issues related to managing contemporary projects such as shorter product life cycles, changing customer preferences and last-minute risks. Evaluate the role of sub-domains of project management such as project prioritization, project negotiation, project portfolio system, project risk assessment and management and project stakeholder management.

It is the year 2020, and the entire world is struggling to cope up with the crisis caused by the corona virus (COVID-19) pandemic. Normal life has come to a standstill. All industries have realized the significance of developing innovative strategies to move to the new normal situation. This case describes the plight of TVR Cinemas, a business vertical of Tiya Group, which caters to the business of production and distribution of Bollywood and Hollywood movies in India. With the lock-down of the Indian subcontinent, the multiplex business is badly hurt. With new norms of sanitation, social distancing, and a ‘stay home stay safe policy’ the company has to devise new ways to sustain in the market. This case invites students to put themselves in the shoes of the company project manager, Mr. Ramchandani, to provide recommendations about deciding ways to release seven pipe-lined Bollywood movie projects, deciding on the appropriate over-the-top (OTT) partner for tie-ups, and devising strategic steps to recover the reputation of the company by launching an OTT platform themselves.

The case is useful for introducing basics of project management along with decision making for projects in an uncertain situation. This case can be used for the students of undergraduate/postgraduate/executive level across the modules of project management/project risk management and negotiation management.

Teaching notes are available for educators only.

CSS 9: Operations and logistics.

The purpose of this paper is to conduct an exploratory study that will assist supply chain firms in the development of partner satisfaction, flexibility, and supply chain performance. The authors examine how the interaction of information exchange, partner interaction, knowledge sharing and flexibility as mediated through partner satisfaction effectuates firm performance. The goal of this research is to answer the supply chain managers’ need to better understand where to invest their time and effort to get improved firm performance.

The model was tested with panel data from 105 experienced, US-based supply chain managers. Structural equation modeling using partial least squares approach was utilized to conduct the analysis.

The results provide crucial evidence that simple information exchange among supply chain partners does not result in improvements in firm performance or partner satisfaction, but, when mediated through the flexibility construct, it does. Further, the use of integration tools has a moderating effect on the relationship between flexibility and firm performance. The results suggest that working closely with supply chain partners helps ensure improved relationship satisfaction, and can reduce issues that can impact firm performance.

The empirical research presented requires additional validation though larger sample data from supply chain managers.

This study stresses on the importance of managers using information exchange, partner interaction, and knowledge sharing as a means of improving their firm’s indirect influence on firm performance through flexibility and integration tools.

This is one of the few studies in the supply chain literature that integrates flexibility as a mediator variable. Additionally, this study introduces the new construct of integration tools to the supply chain literature.

This paper aims to evaluate the effects of inulin (3 per cent), chitosan (1 per cent) and carrageenan (0.5 per cent) addition on the physico-chemical, sensory and textural attributes of restructured goat meat products. Health conscious consumers are much more interested in product with added health benefit. Keeping this in mind, this study was undertaken to find out effective ingredient for low fat restructured goat meat product.

Formulation for restructured goat meat blocks was optimized and four different formulation containing different ingredients, namely, control, inulin (3 per cent), chitosan (1 per cent) and carrageenan (0.5 per cent), were used to find out best ingredient for healthier goat meat product and various physicochemical and sensory properties of the product were evaluated.

Results showed that addition of carrageenan improved (p < 0.01) the product yield (86.0 per cent) significantly. The proximate composition, expressible water and water activity were similar. The moisture retention percentage was significantly (p < 0.01) reduced (86.0 per cent) due to addition of inulin. Carrageenan significantly (p < 0.05) increased the lightness (42.4) and yellowness (10) values. Significantly (p < 0.05) lower shear force values were observed in inulin (0.5) and chitosan (0.4) containing samples than control (0.7 kg/1.5 cm²). Hardness values were significantly (p < 0.05) lower in restructured product containing chitosan (56.1 N/cm²) and carrageenan (59.4 N/cm²). Similarly, springiness values were significantly (p < 0.05) lower (0.7 vs 0.8 cm) in carrageenan containing product. Inulin, chitosan and carrageenan did not significantly influence the sensory attributes of restructured goat meat product. It is concluded that inulin, chitosan and carrageenan could be used to improve technological and functional attributes of the healthier restructured goat meat product.

Future research may benefit from efforts to modify shelf life of the product by modifying packaging condition.

The healthier meat-based restructured goat meat product has been developed, and the effect on its quality characteristics have been extensively examined, limited research has focused on this aspect.

The purpose of this article is to examine whether the design of chief executive officer (CEO) compensation generates incentives to engage in managerial behavior that enhances customer satisfaction and whether these incentives, in turn, lead to higher firm value.

A unique dataset combining customer satisfaction and executive compensation data was used, and the relationship between option sensitivity, customer satisfaction and performance was modeled using simultaneous equations modeling with industry and year fixed effects.

Findings suggest that CEO compensation plays an important role in explaining the variation in customer satisfaction and firm value. Specifically, CEO short-term compensation (salary or bonus) has no affect on customer satisfaction or firm value; the sensitivity of CEO wealth from long-term incentive compensation to stock price changes is positively related and also exhibits an inverted U-shaped relationship with customer satisfaction; the sensitivity of CEO wealth from long-term incentive compensation to stock price changes interacts negatively with CEO longevity and industry concentration but positively with advertising expenses in affecting customer satisfaction; the sensitivity of CEO wealth from long-term incentive compensation to both stock price changes and customer satisfaction positively affect firm value; and the sensitivity of CEO wealth from long-term incentive compensation to stock price changes interacts positively with customer satisfaction to affect firm value.

This study suffers from several limitations. First, the sample is limited to firms with ACSI scores available. Second, this study is limited to only publicly traded firms, which limits our ability to generalize regarding customer satisfaction, option sensitivity and firm value.

This study has several important implications for researchers and managers. The first is that the corporate board appears to view investment in customer satisfaction as similar to an investment in other intangible assets or technology, in that they reward managers with a nonlinear payoff profile. To encourage managers to invest discretionary funds wisely, incentive compensation is important. Second, compensation committees of corporate boards should not allow the option sensitivity to reach extreme levels because, at some point, managers’ incentives appear to shift more toward short-term earnings objectives and away from investment in intangibles, which have a longer-term payoff. Third, if boards are concerned about customer satisfaction and market value, when designing compensation packages, they should shift their focus from the structure of pay to the sensitivity of pay to performance. The exception to this is that for CEOs with very long tenures (or for those close to retirement), high levels of option sensitivity may distort incentives away from a focus on customer satisfaction. Finally, our results indicate that strategies that enhance customer satisfaction provide an incremental benefit in terms of firm value, beyond incentive compensation strategies.

The results indicate that a “stakeholder focus” which includes customers is value adding for shareholders as well. The results also imply that perhaps using a “balanced scorecard” approach to assessing performance in terms of customer satisfaction outcomes, or at least acknowledging the drives of customer satisfaction explicitly, could be an alternative to using highly sensitive incentive-based compensation when such compensation schemes are less desirable.

Prior research has found that the structure of fixed versus incentive-based compensation impacts customer satisfaction. However, this is one of the first papers to investigate the relationship between the sensitivity of CEO compensation and customer satisfaction. Findings have important implications for boards who seek to structure CEO pay so that CEOs have incentives to enact policies that benefit customers and, in turn, firm performance.

Quality 4.0 represents the integration of quality management principles with digital technologies to drive continuous improvement and innovation in organizations. The purpose of this paper is to explore the essential organizational variables (OVs) for the successful implementation of Quality 4.0 in the Indian furniture industry.

Through a broad literature review, data from the Indian furniture industry and experts’ judgments a list of nineteen OVs have been recognized and classified into four major categories of digitalization, design, continuous improvement and employee training and up-skilling. The analytic hierarchy process (AHP) has been used to give comparative importance and prioritize the identified nineteen OVs of Quality 4.0 in the context of the Indian furniture industry.

The results of this study reveal that the identified variables are very important for successful Quality 4.0 implementation and have been supported by empirical evidence from the Indian furniture industry. The variable “automation” under the digitalization-related category is a significant variable having a maximum weightage of 26.8% followed by Cloud computing (DI4) having a global weight of 12.8%.

In addition to offering valuable insights and practical recommendations, the study recognizes a few limitations, such as industry-specific and the limited sample size. To diminish these limitations, future research should believe in conducting similar studies in different industries and extend the scope of the study.

Quality 4.0 is a term that refers to the integration of advanced digital technologies and smart data analytics into quality management systems to implement it considering OVs.