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3548 items in total found

Journal Articles | 2019

Service quality versus service experience: An empirical examination of the consequential effects in B2B services

Subhadip Roy, S. Sreejesh, and Sandhya Bhatia

Industrial Marketing Management

The present study investigates the role of service experience in B2B services vis-a-vis service quality. In particular, the study addresses the question: how do the relative effects of service quality versus service experience in a B2B setting influence the immediate (satisfaction and perceived value) and subsequent customer outcomes (loyalty and word of mouth)? To this end, three surveys were conducted (with a combined sample size of 626) of customers of financial consultancy services. The collected data is subjected to factor analysis and structural equation modeling to test the study hypotheses. Major findings indicate a stronger influence of service experience on satisfaction and perceived value as compared to service quality. Results also show a stronger indirect effect of service experience on loyalty and word of mouth (via satisfaction) compared to service quality. In addition, service experience was found to influence both perceived utilitarian and hedonic value derived from service while service quality was found to influence only utilitarian value. The findings underline the importance of service experience in a B2B setup.

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Journal Articles | 2019

Celebrity endorsements in emerging markets: Align endorsers with brands or with consumers?

Subhadip Roy, Abhijit Guha, Abhijit Biswas, and Dhruv Grewal

Journal of International Business Studies

This paper investigates country-of-origin (CO) effects as they relate to celebrity endorsements. Across multiple studies in emerging markets, the authors show that consumers’ evaluations depend on the match between (1) celebrity CO and consumer CO (termed consumer CO fit), and (2) celebrity CO and brand CO (termed brand CO fit). If there is a trade-off between consumer CO fit and brand CO fit, the authors identify contingencies (e.g., ethnocentrism levels) that determine which type of CO fit leads to higher evaluations. Furthermore, the authors develop prescriptions for segmentation in emerging markets and specify when these prescriptions differ from those prescribed by prior international business research.

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Journal Articles | 2019

Is it too complex? The curious case of supply network complexity and focal firm innovation

Amalesh Sharma, Surya Pathak, Sourav Borah, and Anirban Adhikary

Journal of Operations Management

Firms have increasingly relied on their supply network for improving their innovation performance. Although the relationship between the supply network structure and innovation has been investigated, the link between supply network complexity and a firm's innovation remains unexplored. By employing transaction cost economics and the concept of a recombinatory search, we propose that the complexity dimensions (horizontal, vertical, and spatial complexity) of a supply network impact the innovation performance of a firm and that such relationships are moderated by a strategic emphasis on value creation and the influence of the firm over the supply network. With a large-scale network data of 201 firms across six industries and 20 countries, we take a robust empirical approach that accounts for endogeneity, unobserved heterogeneity and intrafirm error correlation to test our theory. We find strong support for a nonlinear relationship (with diminishing growth) between both horizontal and vertical complexity with respect to innovation performance. We find that spatial complexity is negatively related to innovation performance. Additionally, we find that a firm's strategic emphasis and its influence indeed moderates the link between the complexity dimensions and innovation performance. Based on our findings, we offer specific managerial guidance for the effective implementation of sourcing practices.

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Journal Articles | 2019

Understanding the structural characteristics of a firm's whole buyer–supplier network and its impact on international business performance

Amalesh Sharma, V. Kumar, Jun Yan, Sourav Bikash Borah, and Anirban Adhikary

Journal of International Business Studies

Building on the network theory and the concept of organizational ambidexterity, we investigate the impact of structural characteristics of a firm’s whole buyer–supplier network: network density, betweenness centralization, and average clustering coefficient on its international business (IB) performance. We also explore the moderating roles of average path length and PageRank centrality. Using a manually-collected dataset and a robust empirical methodology, we find that, while network density is negatively related, betweenness centralization and average clustering coefficient have an inverted U-shape and a U-shaped relationship with IB performance, respectively. We also find significant moderation effects, and, in the process, we show the economic importance of firms’ whole buyer–supplier network to their IB performance. We contribute to the international business and whole buyer–supplier network literature.

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Journal Articles | 2019

Leveraging service recovery strategies to reduce customer churn in an emerging market

Sourav Bikash Borah, Srinivas Prakhya, and Amalesh Sharma

Journal of the Academy of Marketing Science

Building on the properties of emerging markets, we investigate how a firm should align its service recovery strategies with different types of service failure to reduce customer churn in an emerging market. Using resource exchange theory and a multi-method approach, we show that the conventional wisdom related to service recovery needs to be reevaluated in emerging markets. Our results show that process failures lead to a higher likelihood of customer churn compared to outcome failures in emerging markets. Investigating service recovery mechanisms, we find that compensation is more effective in recovering from process failures than in recovering from outcome failures in emerging markets. Similarly, employee behavior has a stronger impact on mitigating the ill effects of process failures than those of outcome failures. The study contributes to the literature on service recovery and resource exchange theory and provides managerial insights for the effective management of customer churn due to service failures in emerging markets.

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Journal Articles | 2019

The goblet and two faces: Understanding transcendence and paradox from the perspective of Advaita Vedanta

Shiva Kakkar (FPM)

Human Resource Management International Digest

Purpose

Paradox theory looks at ambidexterity as a set of paradoxical yet interrelated demands. A form of response to such paradoxes is transcendence. Currently, there is limited understanding of the concept among researchers. Using concepts from the Indian philosophy of Advaita Vedanta, this paper aims to provide a deeper understanding of transcendence, highlight some of the epistemological challenges it presents and suggest ways in which the concept can be used by practitioners and ambidexterity researchers.

Design/methodology/approach

The paper uses concepts and theories from advaitic episteme to look at concepts of paradox and transcendence. The method of adhyaropa–apavada is introduced as a way to help individuals get a transcendental perspective of paradoxes. The application of the method is demonstrated using secondary data from published research on ambidexterity management.

Findings

It is postulated that transcendence is an “intuitive experience” born out of reflexive thinking. The dialectic of adhyaropa–apavada (affirmation followed by recension) is suggested as a pedagogical tool that can promote reflexive thinking.

Originality/value

The paper significantly adds to the theoretical understanding of paradoxes and transcendence in ambidexterity literature. The paper also makes a strong pedagogical contribution to literature by suggesting the dialectic of adhyaropa–apavada that can be used by managers to promote reflexive thinking among subordinates when faced with paradoxical situations.

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Journal Articles | 2019

Did India's price policy for coronary stents create unintended consequences?

Sarang Deo, Hanu Tyagi, Chirantan Chatterjee, and Himasagar Molakapuri

Social Science & Medicine

In February 2017, India capped the retail price of coronary stents and restricted the channel margin to bring Percutaneous Transluminal Coronary Angioplasty (PTCA) procedure, which uses coronary stents, within reach of millions of patients who previously could not afford it. Prior research shows that care providers respond to such regulations in a way that compensates for their loss in profits because of price control. Therefore, price control policies often introduce unintended consequences, such as distortions in clinical decision making. We investigate such distortions through empirical analysis of claims data from a representative public insurance program in the Indian state of Karnataka. Our data comprises 25,769 insurance claims from 69 private and seven public hospitals from February 2016 to February 2018. The public insurance context is ideal for investigating distortions in clinical decisions as the price paid by patients, and thereby access to the treatment, does not change after price control. We find that the change in the average volume of PTCA procedures per hospital per month after price control disproportionately increased when compared to the change in the clinical alternative – Coronary Artery Bypass Graft (CABG) procedures. This increase corresponds to 6% of the average number of PTCA procedures and 28% of the average number of CABG procedures before the price control. In addition, disproportionate increase in PTCA procedures occurred only among private hospitals, indicating the possibility of profit-maximization intentions driving the clinical choices. Such clinical distortions can have negative implications for patient health outcomes in the long run. We discuss alternative policies to improve access and affordability to healthcare products and services which are likely to not suffer from similar distortions.

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Journal Articles | 2019

Trust in humanitarian operations: a content analytic approach for an Indian NGO

Prakash Awasthy, K.V. Gopakumar, Sirish Kumar Gouda, and Tanushree Haldar

INTERNATIONAL JOURNAL OF PRODUCTION RESEARCH

Trust between partners, a key element enabling coordination across supply chains, has recently started gaining attention in humanitarian operations literature. Yet, empirical examination of this concept is scant. Borrowing from extant literature on trust within organisational behaviour stream, this paper aims to empirically verify trust formation types: companion, competence and commitment, in a disaster relief supply chain using primary and secondary data from an Indian Humanitarian relief organisation (HRO). Further, we identify variations in trust formation during disaster relief activities and developmental programmes, and between upstream and downstream partners of a humanitarian relief organisation. Based on the results of our content analysis, we contend that while companion based trust is significantly more prevalent during developmental programmes, competence based trust is important during both disaster periods and otherwise. We also find that there are significant differences in the trust formation between upstream and downstream partners and the HRO. This study has significant theoretical and practical implications on identifying the role of trust in humanitarian operations.

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Journal Articles | 2019

An examination of factors driving big 4 audit fee premiums: Evidence from India's audit market

Joshy Jacob, Naman Desai, and Sobhesh Kumar Agarwalla

Accounting Horizons

This study examines fee premiums earned by Big 4 auditors in India and identifies the primary reason for such fee premiums. There are three primary drivers of Big 4 fee premiums. Big 4 auditors charge a fee premium for their reputation, for providing a superior quality of audit, and for indemnifying losses for a company's stakeholders. Since the risk of auditor litigation in India is relatively low, Big 4 premiums in India would not be driven by the need for auditors to indemnify losses. The results indicate that Big 4 auditors earn significantly higher fees in India and also that their clients enjoy significantly higher earnings response coefficients compared to non-Big 4 clients. However, there is no difference in the quality of audit provided by Big 4 and non-Big 4 auditors as measured by the magnitude of reported discretionary accruals.

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Journal Articles | 2019

Non-optimality of state by state monopoly pricing with demand uncertainty: An example

James Peck and Jeevant Rampal

Economics Letters

This paper considers a monopoly’s profit maximizing problem, where there is a continuum of consumers with unit demand, and valuations are given by one of two possible demand distributions/states. The firm’s problem is to maximize profits by choosing an optimal mechanism among direct revelation mechanisms that satisfy interim incentive compatibility and ex-post individual rationality. We show that setting the monopoly price in each demand state may not be optimal.

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