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Publications (25)
Purpose
This study aims to explore the influence of customer contact employees (CCEs) competencies (social, emotional and professional) on their service recovery performance (SRP) with mediation effect of internal marketing and moderation effect of industry/sector.
Design/methodology/approach
This study used survey-based dyads of 210 CCEs and thei...
This study investigated the factors affecting employee retention in the Indian automobile industry in the era of Industry 5.0, including the factors such as organizational culture and climate, reward recognition and pay, leadership style and quality, job security, work-life balance, training and development, autonomy, promotions, and career growth....
In the rapidly evolving technological landscape, the pervasive integration of artificial intelligence (AI) has brought to light the pressing need to address the ethical dimensions associated with its widespread adoption. This study comprehensively explores AI ethics for ethical decision-making in the digital era. It offers a structured guide for al...
Investment is crucial to everyone's existence in the modern world. The way investors invest and their attitude toward financial risk are both influenced by a number of factors. The current study has explored the influence of personality traits using the big-five personality model and emotional intelligence on investors' attitude towards financial r...
Understanding emotional well-being is crucial in today's tech-driven world for effective coping and stress management in personal and professional life. Managing emotional intelligence is vital for employee interaction, fostering a positive work environment, and enhancing performance and overall well-being. This chapter aims to conduct a systematic...
Researchers and practitioners acknowledge that despite best efforts, product malfunction or service failures might occur. To retain a dissatisfied consumer, marketers appreciate the information that consumers provide in form of feedback or complaint. However, a worrisome aspect that emerged from the extant literature is that many dissatisfied consu...
Purpose-The current study aims to predict consumer complaint status (complainers or non-complainers) based on socio-demographic and psychographic factors and further to discern the differences in behavior disposition of consumer groups concerning determinants of consumer's tendency to exit (TE). Design/methodology/approach-The research used survey-...
Financial planning is important for managing increased living expenses and achieving the desired quality of life. Investments therefore play a crucial part in a person's life. People place their investing choices on their suitability, risk appetite, and anticipated return. On the other hand, consumers don't always make logical financial decisions....
Researchers and practitioners acknowledge that despite best efforts, product malfunction or service failures might occur. To retain a dissatisfied consumer, marketers appreciate the information that consumers provide in form of feedback or complaint. However, a worrisome aspect that emerged from the extant literature is that many dissatisfied consu...
The epidemic of novel corona virus (COVID-19) has created global health crises. Corona virus has a wide-reaching effect on almost every business.. This pandemic continues to impose the temporary closure of businesses and to follow lockdown measures. In a short span, COVID-19 has changed the lives and livelihoods of people around the globe and enfor...
The recent advancement in commerce has led to economic fluctuation and competition. Today customers have multiple alternatives available to exceed his expectations in purchase decisions. Customer satisfaction plays pivotal role in impacting customer loyalty, word of mouth and profits. Loyal customers are the vital ingredient of a sustainable busine...
Research on complaint management has been substantially growing over the last few years. Firms have started to realize the importance of complaint management as defensive marketing strategy. The purpose of this paper is to synthesize extant literature and present insights for future researchers. A review is carried on past literature on complaint m...
Banks are the main source of development for any economy because every country’s economy depends on their banking and financial system. In today’s scenario banking system has become the backbone of modern business. Country’s economic development depends upon the functioning of the country’s banking system. Thus, banking sector has been modernized b...
Indian people are very fond of fashion so that they follow the famous celebrities which is their icons. In today’s scenario Bollywood celebrities actively participating in advertising. In our country companies or firms prefers celebrities endorsement as a major tool for marketing, which increases the sale of their products. Simple Random sampling m...
This book "Celebrity Endorsement: In Indian Context" is a research conducted in India only and showing analysis of different factors which affects consumers buying behavior. Although this study is conducted in India but we can generalize these results as consumer thinking is somewhere same whether they belongs from any country of region. This book...
Every human being wants their own house. House is a profitable and useful in the future and furnishes propulsion to economic development. But in today’s scenario buying the home is a challenging chore, because it is a major expenditure. A middle class family cannot afford this expenditure. To resolve this activity, government provides housing finan...
SWOT Analysis is the most renowned tool for audit and analysis of the overall strategic position of the business and its environment. Its key purpose is to identify the strategies that will create a firm specific business model that will best align an organization’s resources and capabilities to the requirements of the environment in which the firm...
Every country's economy is depends upon their financial system and it is also depends upon the banking and financial institutions which create and generate funds for the economy. The banks and financial institutions are an accelerator of the economy. India's economy is closely related with the growth of the banking industry. India is one of the fas...