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One of the factors that determines the success of marketing a product is a distribution strategy. Several factors affect distribution such as the number of products, the nature of the products, the size of the area, transportation facilities, communication facilities, company factors, cost factors, and market conditions. The authors realized the absence of research on distribution management on a product such as the 3-kg liquefied petroleum gas (LPG) aimed at reaching the poor in Indonesia. The use of LPG as fuel is considered relatively cleaner because pollution is less when compared to kerosene fuel. This research was conducted in Salatiga, a small town in the province of Central Java, Indonesia. This research applied descriptive statistics in the form of the distribution frequency and crosstabs, as well as multiple regression. This research revealed that the 3-kg LPG distribution is very intensive, spread in almost all places including shops or stalls in both urban and rural areas. The choice of using 3-kg LPG tubes is not only because the price is low and is subsidized by the government but also because of the custom that has been instilled by the government when encouraging people to convert kerosene to LPG.

The Abdur Razzaque Ansari Memorial Weavers Hospital (ARAM) came into effect on 7 April 1996, and is dedicated to the people of Jharkhand and weavers. To deal with the issues of inequity in healthcare services, ARAM was founded for the extension of affordable healthcare services to the needy in and around the area of Jharkhand. Visualised by a great social worker and legend Abdur Razzaque Ansari, it has been successfully run by his eldest son Mr Sayeed Ahmad Ansari for 28 years. This research uses mainly a case-study approach through secondary data from the hospital website and other websites citing ARAM and its functions. Consent to use data for the study was obtained from Mr. Sayeed Ahmad Ansari. Primary information was collected through the patients who availed facilities from the hospital. They were interviewed through a semi-structured questionnaire each taking 30-40 minutes. Taken over by Medanta Group on 8 July 2015 (earlier being managed by Apollo Hospitals Group for 20 years), it is the first super speciality community hospital in Eastern India. Treating over 50,000 patients yearly with state-of-the-art medical equipment and providing discounts to lower-income groups, people from the weaver’s community, freedom fighters and members of ICSI have intrigued people from these sections for affordable treatment and facilities in and near Jharkhand. With a 200 bed-capacity, nine different disciplines and 12 departments spread across the city of Ranchi, the hospital caters to a massive population at a much-subsidised rate. Reaching out to rural villages through free medical camps and awareness campaigns, the hospital showcases how a successful model of healthcare cooperative can be replicated accordingly in similar developing and underdeveloped regions.

Corporate Social Responsibility, Consumer Behavior.

This case is suitable to be used in advanced undergraduate and MBA/MSc level.

This case highlights the challenges that Society for Community Outreach and Training (SCOT) faced to be self-sustained in running the operation. SCOT is one of the non-government organizations (NGOs) in Brunei that aims to eradicate poverty in sustainable and creative ways. The founder of SCOT is Anwar Mohammad, one of the recipients of National Youth Leader in Brunei. The other 18 members of SCOT Board of Directors and Executive Committee also consist of youths who are committed in their mission of alleviating poverty in Brunei. Like many other NGOs, SCOT’s activities depend on fund from public or private organizations. One of the obstacles facing NGOs in Brunei including SCOT is the difficulty in obtaining funds for their projects. To be self-sustained, Anwar came up with a project idea named Xchange Project to encourage people to collect recyclable materials and exchange them for basic commodities. He thought this would help build the habit of recycling among Bruneians as well as help those with low income to have an extra source of income.

Using this case the students will be able to:

• understand the role of NGOs (such as SCOT) in performing corporate social responsibility (CSR);

• understand the challenges that are encountered by the NGOs in obtaining fund;

• understand the role of Green Xchange program to be self-sustained; and

• understand the role of NGOs (such as SCOT) in alleviating poverty level in Brunei.

understand the role of NGOs (such as SCOT) in performing corporate social responsibility (CSR);

understand the challenges that are encountered by the NGOs in obtaining fund;

understand the role of Green Xchange program to be self-sustained; and

understand the role of NGOs (such as SCOT) in alleviating poverty level in Brunei.

This chapter conceptualises inclusion and neoliberalism and theorises the relationship between these two phenomena in order to contextualise the debates presented in the rest of the chapters in this book. Additionally, this chapter investigates the evolution of the meaning of ‘inclusion’ in the key international Bologna Process (BP) policy documents. This chapter is informed by a thematic analysis of 26 documents, issued between 1998 and 2020. The chapter demonstrates that understanding ‘inclusion’ only with regard to lifelong learning, student-centred education and the social dimension has pitfalls – there are overlaps between these action lines and, consequently, the relationships among them are unclear. A better way of understanding inclusion in Bologna may be through considering a tight relationship between the inclusion and neoliberal discourses in the support of marginalised groups in higher education (HE). The relationship has been evolving in relevant policy documents since 1998 which is the year that marks the preparatory Sorbonne meeting that gave life to Bologna in 1999. The inclusion discourse grew in strengths, while the neoliberal rhetoric firmly stood its ground since the beginning of the BP, while undergoing some transformations. In spite of such seemingly positive dynamic in the development of inclusion in the BP, its definition remained vague in the policy documents until 2020 as it was unclear which exact underprivileged groups were meant to be supported in the European Higher Education Area (EHEA). The 2020 conference outcome documents made a significant step towards closing the gaps in our understanding of whom inclusion targets in Bologna and how to implement these inclusion ideas. The chapter highlights this achievement and also prepares the reader to problematise its reach in national contexts later in the book.

This study looked into the scope of integrating the aspirations of zakah and corporate social responsibility (CSR) to counter poverty, inequity, illiteracy, malnutrition and environmental pollution to ensure peace, happiness, prosperity and sustainability as envisaged in sustainable development goals (SDGs).

This is a qualitative research study conducted using both primary and secondary data. Primary data were collected from 29 business enterprises in Bangladesh employing a semi-structured interview protocol. The secondary data were collected through content analysis of annual reports, websites and CSR publications of sample organizations. Finally, collected qualitative data have been analyzed thematically following the due procedures to address the research questions.

The findings reveal that integration of the aspirations of zakah and CSR is a convenient and wholehearted approach for entrepreneurs resulting in pursuing SDGs. In addition, business entrepreneurs in Bangladesh consider such practices as killing two birds with one stone because this approach warrants performing both religious and social obligations simultaneously. Interestingly, the study explores that shariah compliance acts as a guiding force for selecting well-being-oriented projects in zakah-funded CSR resulting in pursuing the priority goals – No Poverty (1), Zero Hunger (2) – of SDGs, thereby addressing some of the most critical issues of emerging economies such as Bangladesh.

The findings of this research can be used as a guide to incorporate the spirit and principle of zakah into the CSR programs aimed at pursuing SDGs mainly in Muslim countries representing one-fourth of the world population.

Integration of the aspirations of zakah and CSR is an innovative move and net addition to the literature on sustainability, CSR and zakah because Muslim business entrepreneurs will now conveniently be able to use the entrepreneurs' zakah money – readily available in each financial year – to fund the entrepreneurs' various CSR projects (within shariah framework) relating to poverty alleviation, humanitarian and disaster relief, health and sanitation and environmental conservation which will eventually contribute to pursuing various SDGs.

After completing the case, the students shall be able to do the following:▪ explain the key features and roles associated with non-governmental organizations (NGOs; comprehension);▪ describe major activities/programs run by Kilkaari-Bachpan Ki (knowledge);▪ describe the challenges faced by not-for-profit, non-governmental and voluntary organizations operating at a local level (knowledge);▪ developing TOWS matrix for Kilkaari’s strengths, weaknesses, threats and opportunities to provide strategies for making the necessary change (analysis);▪ explain the change management strategies used by Kilkaari during COVID-19 using Kurt Lewin’s model (analysis); and▪ develop recommendations for the problems faced by Kilkaari (evaluation).

As a result of the global COVID-19 pandemic, the entire world was left in shambles. The epidemic has had a profound impact on the way organizations used to function. It compelled all sectors and companies to change their working methods and move closer to virtual conceptions. Organizations that were able to adapt to the new environment have thrived, while the rest have struggled and continue to struggle. In today’s world, embracing virtual scenarios is more about perseverance and consistency than it is about making a conscious decision. Organizations such as NGOs have limited financial and non-financial means to adapt to such changes, and some of them were unable to suffice during the tough times.Despite this, the current case study focuses on the NGOs’ path during the pandemic: Kilkaari-Bachpan Ki. The NGO’s primary objective is to provide underprivileged children with free access to education. The current scenario illustrates how the Kilkaarians (team members of Kilkaari) modified their behavior in response to the crisis. To be used in an organizational behavior course, the case is intended for management students. Kurt Lewin’s model of change, which includes unfreezing, mobility and refreezing, can be understood by students. For this research, the authors use a case-study approach to explore how the organization responded when faced with a crisis.

This case is suitable for undergraduate students learning organizational behavior course, strategic management and also relevant to social work courses (social entrepreneurship/NGOs).

Teaching notes are available for educators only.

CSS 6: Human resource management.

This article attempts to highlight the defining role that community media engagements play during times of the pandemic. It is argued that the outbreak of COVID-19 pandemic forced community news media houses to reinvent their news reporting practices to cover issues pertaining to the marginalized and underprivileged sections of the society. It explores the role of community media in engaging and empowering the citizens during the COVID-19 pandemic.

Central to our study is the analysis of the news model of “Video Volunteers” (henceforth VV), an independent community-based online news platform based in India. To understand the level of citizen participation and engagement in the making and dissemination of news during the pandemic, the authors conducted 13 interviews with different stakeholders of VV, including founders and news audiences.

It seeks to reveal that when the mainstream media have failed to represent the issues of a local community, it is the independent media platforms like VV which function as a veritable source of information and sharing of knowledge. Most importantly, this paper emphasizes that the communicative model of independent community-based online platforms has been most successful in the coverage of the pandemic and the level of engagement with the citizenry.

The study contributes to the aspects of reciprocity and collaborative journalism in community news media and its potential impacts on news creation and dissemination.

As technology has increasingly disrupted traditional commerce, there is a need for inclusive growth to ensure that no group – particularly the underprivileged – is left behind. Against this backdrop, this paper aims to shed light on mobile commerce (m-commerce) adoption among street vendors. This study conducts an experiment to investigate the contribution of online reviews and relevant factors in enhancing the perceived usefulness and adoption of m-commerce.

This study used a 2 (perceived ease of use: high vs low) × 2 (trust in service provider: high vs low) × 2 (online review: positive vs negative) between-subjects design, resulting in eight experimental groups. The level of the online review was manipulated, and the degrees of perceived ease of use and trust were measured.

Perceived usefulness depends on online reviews when users perceive incongruent information (e.g. high ease of use but low trust); that is, users who saw positive reviews more strongly perceived the usefulness of m-commerce. On the contrary, perceived usefulness does not vary based on online reviews if users perceive congruent information (e.g. high ease of use and high trust).

This research advances the knowledge of m-commerce adoption by exploring the interaction of perceived ease of use, trust and online reviews, a combination that has not been addressed in previous empirical studies.

The purpose of the study was to understand the learnings of adults (who are undergraduates, post graduates or working professionals) who volunteered to be the mentors to make a difference in the life of the adolescents who are from underprivileged backgrounds.

The authors conducted their study in a not for profit organization (NPO) which has a unique mentoring program called Dronocharya Ekalavya (DNE) mentoring program in Hyderabad, India. The authors conducted telephonic interviews with 15 mentors using a semi‐structured questionnaire and also administered an online survey to 59 respondents. Since the study is a qualitative research, results cannot be generalisable.

The findings of the study conclude that mentors do learn from the mentoring program organized by NPO. Mentors learnt soft skills such as interpersonal skills, leadership skills, etc. Also they learnt to build rapport and trust. The study highlighted the changes in behaviors of mentors such as self‐realisation, and change in attitude.

Social desirability effect might have impacted the results but all efforts have been invested in carefully handling the data. A possible longitudinal study can focus on comparing learning outcomes of mentors at the beginning of the mentoring program with learning outcomes of mentors at the end of the mentoring program. Future research could focus on how and what do they learn from each other by expanding the study to many organizations.

There is no empirical research conducted to study the benefits gained by mentors through mentoring program, especially referencing to youth mentoring. This study will help organizations (both NGO and other businesses) understand the benefits of mentoring to the mentors.

Over the last few decades, microfinance industry is argued to have played a constructive role in alleviating poverty level and providing the underprivileged with access to financial services. Statistics from the World Bank reveal that, currently, only 4% of the underprivileged have been served out of the 3 billion+ potential clients. Such results are due to several claims, particularly the operational and financial challenges faced by microfinance institutions (MFIs) in the constant flux inviting more attentions towards its performance. While explicit attention is given by many researchers towards mobile banking and information and communication technology (ICT) in improving the MFIs’ performance, the study on how social media, as a rapidly growing online phenomenon, can impact on the MFIs’ performance remains scarce. As such, this study aims to investigate this impact based on four dimensional performance indicators: efficiency, financial sustainability, portfolio quality and outreach.

A model is proposed and tested to ascertain the relationship between social media applications and organisational performance. In so doing, web-based questionnaires have been used to collect data from MFI employees in developing countries. Results reveal a significant influence of the social media over the MFIs’ performance, offering valuable insights into both researchers and practitioners in the domain of microfinance, as well as social media—conforming that the adoption of social media as marketing, advertising and communication tools may significantly improve the MFIs’ performance.

The results demonstrate that there is a positive and significant impact of social media use within microfinance on the key indicators of MFIs. They also show that the highest impact of social media usage within the microfinance is on the portfolio quality. In addition, it was found that marketing and advertising; communication and sales and distribution are the main areas where social media is able to support while social networking websites are the most popular platforms employed in MFIs.

This study adds to the existing literature few theoretical and practical aspects. First, this study developed a model for assessing the value of social media as a new phenomenon within this type of organisation. Second, it offers microfinance sponsors, managers and policy makers with a frame of reference to understand what social media platform can be deployed for each purpose. Third, with the identification of the main MFIs’ performance indicators, this research provided a reference of performance measurement guide for microfinance industry when assessing different technological employment.