Role of Empathy and Customer Orientation in Job Satisfaction and Organizational Commitment

Author Gordhan K. Saini S. K. Pandey Archana Singh Gurumurthy Kalyanaram Role of Empathy and Customer Orientation in Job Satisfaction and Organizational Commitment Researchers have paid considerable attention to the concept of customer orientation, particularly in the services sector. It is shown that customer-oriented organizations are more likely to contribute to customer satisfaction and organizational Read More …

Antecedents to Job Satisfaction in the Airline Industry

Author George Kurian Prathamesh Muzumdar Abstract Job satisfaction and other unit-level organizational behavior characteristics have been widely explored in the management literature. This study contributes to the organizational behavior literature by empirically investigating important unit-level organizational behavior characteristics in the airline industry such as work-family conflict, sympathy, networking, job satisfaction and job autonomy. Data collected Read More …

Understanding Customer Orientation of Delhi Metro’s Service personnel and its impact on Customer Satisfaction: An Empirical Investigation

Author Govind Nath Srivastava Abstract Services are people centric, humanistic and subjective, and the outcome of the service experience mainly depends on the quality of inter-personal interactions between service contact personnel and customers. Customer orientation is one of the most important determinants of success of a service organization as customers form their perceptions about service Read More …

Perspective-Taking for Policy-Making: An Analysis of Canadian Cross-border Shopping

Author Michael S Mulvey Charles E Gengler Michael Lever Abstract Research plays an essential role in policy analysis and is a significant tool used to identify and prioritize alternatives for intervention. Yet public policy problems have a reputation for being complex because one problem (i.e. shopping behavior) can be viewed as part of a larger Read More …

Empirical Study of Credit Rating Migration in India

Author Debasish Ghosh Abstract Credit rating agencies assess the credit worthiness of specific debt instruments. To determine a bond’s rating, a credit rating agency analyzes the accounts of the issuer and the legal agreements attached to it, to produce the chance of default, expected loss or a similar metric. The metrics vary between agencies. The Read More …

Perceived Risk in E-Commerce: A Demographic Perspective

Author  Jitendra K. Sharma Daisy Kurien Abstract The e-commerce market in India is witnessing exponential growth since the last decade. With the emergence of better marketing techniques, it is expected to grow in leaps and bounds in future. As per IAMAI Digital Commerce 2016, the e-commerce market was valued at INR 1,25,732 crore in December Read More …

Antecedents to Customer Acceptance of Information in E-Word of Mouth

Author Anita Sukhwal Anshul Mathur Abstract The increasing rate of online shopping and online search of information about products and services has made online reviews or E-Word of Mouth (E-WoM) a common phenomenon with consumers. User generated opinions and information are gaining acceptance from prospective customers while they browse online for goods and services. Consumers Read More …