Vol. 5(6) June 2012
Research Articles:
Social Responsibility and ISO 26000 Standards: A New Beginning
Sood Puneet and Nag Ashish
ISO 26000 is a newly emerging international standard for social responsibility.
The research in the paper is limited to the linkages and discussion between CSR
stemming from the development of ISO 26000. ISO 26000 is a global initiative. The
paper throws light for quality management leaders and practitioners from organizations
and corporate world about the recent developments in international standardization
of social responsibility and corporate social responsibility and draws the linkages
between management strategies and corporate social responsibility that will enable
them to adopt the CSR agenda and ISO 26000 in the future for sustainable development
of all stakeholders.
The conceptual explanations and discussions shows the likely development in global
standardization of social responsibility concept, its core subjects and its potential
impact on future strategies for organizations on social responsibilities (SR) and
sustainable development to all the stakeholders.
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Contribution of HRM Practices on Customer Satisfaction -A Conceptual
Outline
Amutha R. and Srividhya S.
The article provides a novel way of thinking about customer satisfaction. Limitation
of the paper is that it is conceptual. Research is required to test empirically
the various research propositions. Further research in this area may provide more
directed solutions to HRM practices and customer satisfaction issues. Effective
HRM practices will attract customers differently.
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Brand Resonance
Vinodhini Y. and Mohan Kumar B.
The past decade (the first of the 21st century) has seen many dramatic changes in
financial reporting. Dramatic events include the rapid acceptance of International
Financial Reporting Standards by the international community, demise of some of
the world’s largest corporations (many of whom were making fraudulent financial
reports), demise of one of the world’s largest CPA firms, an economic collapse that
put national economies at risk and passage of significant legislation intended to
protect investors. This article gives an overview of these events in a manner designed
to show the significance of these events in the business environment and provide
sources to learn more about the events.
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Case Study:
An Exploration of Achieving Banking Excellence through Internal Service of Front
line Personnel
Alexander Asha
In Banking Industry any competitive advantages obtained through innovative service
design are usually momentary or impossible. The real source of competitive advantage
is in the unmatched service attitude of the firm, especially its frontline personnel.
This study attempts to evaluate internal service of front line personnel in banking
industry. It also investigates the impact of variables like bank type, area of activity,
work experience, qualification, gross income age and gender differences towards
internal service of front line personnel. The result shows that gender, experience,
qualification and age are the most important variables contributing towards the
internal service of front line personnel in overall banking industry in Gujarat.
It is also identified from the study that internal service of personnel at foreign
banks is highly remarkable followed by private sector banks and State bank of India
and associates. However the internal services of front line personnel at nationalized
and private sector banks are significantly dependent on gender, age, experience
and gross income, while none of the variable considered under study are having any
significance towards the internal service of front line employees in foreign bank.
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A Study on Emotional Intelligence with reference to Bharat Heavy Electricals
Limited, Ranipet
Reddy Vijaya Bhaskar M., Haritha K. and Neeraja K.
For a long time success of a person at the workplace was attributed mainly to the
intelligence. The higher is the level of a job's complexity and authority, the greater
is the impact of outstanding performance on the bottom-line. Management considers
emotions as too subjective and whimsical phenomena which contribute less to productivity
and profit. Emotional intelligence allows us to sense the emotional tone of groups,
events and communication. It holds enormous power over learning. Emotional intelligence
has been shown to be positively related to jobs performance at all levels. Several
studies revealed that EQ matters more than IQ and emotional intelligence contributes
significantly to the success of an individual. The present study measured personal
competence, social competence and emotional intelligence. The study could not establish
any association between success and emotional intelligence. Further, the analysis
indicates the need to develop personal competence, social competence and emotional
intelligence is falling start of. This needs the attention of academicians and policy
makers who are at the helm of the companies.
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Assessing Work-Life Balance: From Emotional Intelligence and Role Efficacy of
Career Women
Jyothi Sree V. and Jyothi P.
Work-life balance is the term used to describe practices in achieving a balance
between the demands of employees’ family (life) and work lives. The demands and
pressures of work make difficult to stretch time for balancing work-life activities.
Women taking up work-life balance challenge have an impact on women's advancement.
Organization also may create work place culture and climates that reflect concern
for employees’ lives outside of work. It is important for organizations to periodically
review current work processes and practices to determine which ones lead to work
inefficiencies and employee stress. In this background the present study was undertaken
to determine the Indian Career Women work-life balance. The present study focuses
on the relationship between role efficacy and emotional intelligence as related
to work- life balance of Career women. Sample consists of 63 career women working
in Andhra Pradesh, India. The results show that there is a significant impact of
factors affecting Role efficacy on Emotional Intelligence.
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Prioritization of Service Quality Factors in E-purchasing - A Cross Cultural
Study
Oghazi Pejvak, Mostaghel Rana and Parida Vinit
Consumer behaviour has changed dramatically in the past decade. Today, consumers
can order online many customised products ranging from trainers to cars. In an increasingly
interdependent world where barriers to trade and to international exchanges constantly
diminish, cultural differences remain the single most enduring feature that has
to be taken into account for localizing marketing strategies.
One of the key challenges of online businesses is the management of service quality,
which holds a significant importance to customer satisfaction. This paper is purposed
to unveil customers’ perceptions on service quality priority and different cultures’
expectations in online shopping. The proposed study has been tested on data from
413 customers divided in two groups from Europe (n=215) and Middle East (n=198).
The study is based on the SERVQUAL instrument that identifies five quality dimensions.
The findings indicate that developing countries customers need more security and
clarity in transactions but also better internet infrastructure. Based on the study
results, recommendations for managers and future research are also provided.
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Modeling the Evaluation of Customer Based Brand Equity of Two Wheeler
David Sam Jayakumar G.S. and John Thomas Bejoy
This paper made an attempt to evaluate the customer based brand equity for two wheeler
segment in India with special reference to the largest selling bike brand Hero Honda.
Aaker’s model of Brand equity was adopted which incorporated the four assets namely
Brand Awareness, Brand Loyalty, Perceived Quality and Brand Association in the research
study. The study was conduct in Tiruchirapalli, the heart of Tamilnadu to contact
275 Hero Honda users and collect data about 19 different brand equity items from
the users. Structural Equation modeling was adopted to propose and evaluate the
multidimensional model of customer based brand equity. The result of the analysis
revealed, splendor is the most favorite bike brand for Hero Honda users. Moreover,
the result of the SEM confirms that the Perceived Quality and Brand Awareness are
the most influential assets and positively trigger the customer based brand equity
of Hero Honda Bikes.
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Social Support among Industrial Employees
Narayanan R.
The present study aims to find out the social support among industrial employees.
100 employees were selected on the basis of using stratified random sampling method.
The results revealed that industrial employees differ in their social support.
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General Article:
Flow of Foreign Direct Investment across Various Sectors in India
Sivakumar P. and Barkavi G.E.
Foreign direct investment (FDI) refers to long term participation by a country in
another country. It usually involves participation in management, joint venture,
transfer of technology and expertise. The Government’s liberalization and economic
reforms programme was initiated in July 1991 under the new Industrial Policy Resolution.
The Industrial policy reforms have substantially reduced the industrial licensing
requirements, removed restrictions on expansion and facilitated easy access to foreign
technology and Foreign Direct Investment.
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