Shameem Shagirbasha

• PhD
• Associate professor at Great Lakes Institute of Management,India, chennai

The Indian hospitality industry has experienced significant growth following the pandemic. Hospitality means providing services to the guests, and the burden of providing such exceptional services is on the frontline employees (FLE). As a result, while keeping their guests happy, FLE have ignored to be happy themselves. Although being hospitable is...

Purpose While workplace conflicts among coworkers are inevitable, there has been a notable gap in understanding how these conflicts impact employee behavior and the mechanisms through which they exert influence. This study aims to address this gap by examining the intricate relationships between coworker conflict, threat appraisal and proactive hel...

Purpose Elucidating on the theoretical framework of conservation of resource and social identity theories, we aim to explore the association between work-family conflict (bidirectional, i.e. work-to-family conflict (WFC) and family-to-work conflict (FWC)) and affective commitment (AC) via emotional exhaustion (EE). Besides, the buffering effect of...

Purpose Drawing on the conservation of resource (COR) theory, this study examines the direct relationships between customer incivility and service effort behavior with psychological resilience mediating this association. Furthermore, the study also explores the moderated-mediation effect of internal locus of control. Design/methodology/approach Tw...

Purpose Elucidating self-determination and psychological empowerment theories, the current study aims to examine the link between psychological empowerment and proactive behavior. Additionally, it delves into the mediating role of prosocial motivation and assesses the moderating effects of horizontal collectivism between psychological empowerment a...

Purpose Grounded in emotional dissonance and social presence theories, this study examines whether the characteristics of employee–customer interaction (frequency, routineness and duration) and emotional intelligence (EI) have an impact on emotional labor (surface acting (SA), deep acting and naturally felt emotions (NFE)) and whether the type of i...

Purpose The service effort behavior (SEB) of health professionals may be impeded by many factors. This study aims to draw upon the conservation of resources and stressor–strain–outcome theories to test a moderated mediation model that explores how work–family conflict (WFC) influences SEB. The mediating effect of emotional irritation (EI) and the m...

Purpose The aim of this study is to examine the existing literature on service robots in order to identify prominent themes, assess the present state of service robotics research and highlight the contributions of seminal publications in the business, management and hospitality domain. Design/methodology/approach This study analysed 332 Scopus pap...

The novel coronavirus caused major upheavals to the hospitality sector. The hotel industry is the most affected in the hospitality next to tourism. Therefore, the purpose of this research is to introduce and explore a new concept known as hotel specific mega disruptions (HSMD). Aiming which, in-depth interviews were conducted among 39 stakeholders...

Quick Service Restaurants (QSR) have seen overwhelming growth over the past several years worldwide and the onus of delivering superior services lies on frontline employees. Considering high competition and workload, workplace incivility isn’t alien to QSR staff. Based on conservation of resources and stressor-strain-outcomes theories, our paper pr...

New product development is one the most important activities in an organisation. It is considered risky as well as complex, but needs to be undertaken for the survival and growth of organisations. Startups are those organisations that develop and launch new products and services in the market place. They are characterised by the presence of a found...

Work-family conflict has grown in importance as a study subject in organisational behaviour. The phenomenon of work-family conflict of doctors is particularly imperative as healthcare providers are exposed to high job demands. Against this backdrop, the purpose of this paper is to empirically investigate the mediating role of psychological safety b...

The purpose of this research article is to analyse the factors influencing the choice of payment method in organised retail shops. Different methods of payments like cash, debit card, credit card, and mobile wallet payment are available in present scenario, this research article investigated the factors that determine the choice of payment methods...

This paper showcases the potential application of blockchain in different sectors and customer acceptance towards the adoption of blockchain technologies and the study is conducted by performing text mining and Sentiment Analysis. Blockchain initiatives have been increasing rapidly and emerging countries like India have already started building the...

In this research we have developed and empirically tested a model for explaining/predicting customer satisfaction in online video streaming services. One unique feature about our study is the role peer influence plays in subscription of streaming services. More and more people purchase these subscriptions after hearing positive reviews about partic...

Purpose Halal and Islamic tourism is gaining attention in the tourism literature in recent years. This study uses bibliometric analytical techniques to explore all the publications indexed in the Scopus database in the broad subject of Halal and Islamic tourism from 2004 to 2021. Design/methodology/approach The authors found 238 publications that...

Drawing on support from social exchange theory and appraisal theory of emotions, this paper empirically investigates the link between cognitive appraisal, emotional labor and organizational citizenship behavior (OCB) among hotel employees in India. This study uses a field survey conducted on 380 employees from 14 hotels in India. The moderated medi...

Purpose Cold calling being one of the most preferred modes of sales strategies in the past, with all digital platforms setting in, is it still the best option a B2B service firm has? To seek answer to this interesting question is the purpose of this paper. The study seeks to understand the contributions of both the sales force and the digital marke...

Purpose Higher education management institutions play a vibrant role in imparting managerial skills to the students to face the corporate world. Performance evaluation of such institutions is mandate to ensure the outcome quality. To establish this, the present research explored the critical performance indicators of management institutions using t...

COVID-19 has led to work from home (WFH) arrangement for many employees. Using the conservation of resources (COR) theory, this arrangement has been studied in detail both from a household perspective and an employees' perspective (with special emphasis on women employees). Aspects such as resource consumption in a household, how WFH has affected a...

Electric vehicles (EV) are one of the emerging solutions to curb the pollution problem and move towards green development. This paper analyses the opinion, reviews and sentiments of consumers towards adopting electric vehicles in Indian market using textual analysis of tweets and posts on social media. Using sentiment analysis of around 25000 tweet...

With the penetration of internet, the online marketplace has seen a boom like never before. E-commerce businesses spend large sums of money to acquire and retain customers by providing tailor made promotions to online customers. Research has been done in this regard, from a customer-oriented and a technology-oriented view. Our research focuses on t...

Review on HR analytics book

The emergence of service sectors has signaled way to employment to greater extent across the various countries (Lee and Wolpin, 2006). Service sectors has catered way to many service jobs which require interpersonal contacts with customers and employees are often required to engage in emotional labour (EL). Emotions are integral part of employees a...

As the intangibility of business increases, even technologically dependent professionals such as IT employees who deal with hardware and software are expected to interact with customers in order to play their roles successfully. This paper examines the role of emotional labor as it relates to organizational citizenship behavior among IT professiona...

Emotions play a crucial role in service provider and client interactions and understanding of emotional labour will help the organizations manage employee-customer relationship better. Two objectives are to find whether emotional labour in service sectors particularly in hotels and call centers differs based on nature of interaction and to examine...