Editorial by Gurumurthy Kalyanaram

In this issue of the journal , we present five insightful articles. The first article addresses the moderating effects of service recovery and customer relations management on behavioural intent. The methodology, recovery zone of tolerance, make the manuscript worthy of our attention. While the study has been restricted to the banking sector, its applicability to Read More …

Measuring moderating effects of service recovery and CRM on consumer trust, repatronization and advocacy with distribution variation of the same across recovery zone-of-tolerance

Abstract Service firms are prone to encounter service failures due to certain inherent criticalities of services related to its transaction and quality perception. As a strategic response, service recovery becomes almost imperative in such cases. To increase the probability of registering zero-defective services, service firms have adopted customer relationship management (CRM) which has been presumed Read More …

Please Smile While You Serve: Do Employee Pay a Hidden Cost for “Serving with a Smile?”

Abstract In service organizations, employees are expected to regulate their emotions and express organizationally desired emotions. Consequently, service employees frequently engage in emotional labour. This paper aimed to investigate the relationship of emotional labour strategies, namely surface acting, deep acting with emotional exhaustion and emotional well-being. For the present study, data was collected from a Read More …

The importance of apparel product attributes for teenaged buyers

Abstract The present paper is an attempt to examine the significant factors of teenagers’ apparel purchase intentions in Lucknow. The main objective of the research paper is to explore and conceptualize various factors, which influence the purchase patterns of teenagers. A questionnaire consisting of 43 items was developed to measure the construct and its dimensions. Read More …

Ex-ante Test of Lower Boundary Condition and Market Efficiency: Evidence from Indian Index Options Market

Abstract The study examines the efficiency of the Indian options market by ex-ante test of the lower boundary conditions on S&P CNX Nifty index options traded on National Stock Exchange (NSE), India, using spot and futures prices. The data consists of daily closing prices of S&P CNX Nifty index options contracts fromApril 01, 2008 to Read More …