PurposeThe paper aims to identify and report service quality dimensions critical to distributors’ perception of the quality of services their suppliers provide (Manufactures).Design/methodology/approachThis research used unstructured interviews and focused group discussions. The authors have interviewed ten distributors and ten frontline managers of three mid-size Consumer Packaged Goods companies operating in India. Two focused group discussions were conducted involving academicians and practitioners in the service quality domain.FindingsSeven quality dimensions critical to a distributor’s service quality evaluation have been identified. Except for tangibility, all other SERVQUAL dimensions have been found relevant. Three additional dimensions, namely “Fairness,” “Accessibility” and “Image quality,” have been identified. The authors made a theoretical contribution by not only identifying the relevant dimension but also proving their context-specific definition. The authors also present managerial implications and recommendations to improve the service experience of distributors.Originality/valueThis paper investigates the distributor–manufacturer dyadic relationship from a service quality perspective for the first time. This study made a theoretical contribution by explicitly identifying service quality dimensions for a manufacturer-to-distributor (M2D) service relationship.
Purpose India is a rapidly developing economy with a rapidly expending internet infrastructure and among the largest Generation Z population. This generation is tech savvy and the access to technology and network creates a conducive environment for such usage. Internet banking for the same reasons is growing leaps and bounds. The introduction of artificial intelligence (AI) has created disruptions in the traditional banking also. This paper aims to analyze the comfort level and usage of AI-enabled banking services by Generation Z. Design/methodology/approach The data is collected from 272 Generation Z members. The differential aspects, that is, the relationship of independent variables with dependent variables (AI-enabled internet banking), were analyzed using the structural equation modeling approach. Findings Defining factors for AI-enabled internet banking were identified. The results of factors were consistent with previous studies. It was found that the usage of AI-enabled internet banking services is insignificant, indicating that Generation Z does not perceive any advantage in using AI-enabled internet banking services. Research limitations/implications This paper does not incorporate age groups other than Generation Z. Further research could throw light on the difference based on age groups. Further research is required to deeply understand why Generation Z does not perceive AI-enabled internet services as very important. Practical implications It has been observed that internet banking is important for Generation Z, but they also place greater importance on interpersonal communication. Banks need to consider this in designing their internet banking services. Originality/value This paper addresses the gap between comfort with and usage of AI-enabled internet banking services, by Generation Z. This paper indicates that the comfort with AI-enabled internet banking services does not translate to usage.
IJBG proposes and fosters discussion on various aspects of business and globalisation, including the physical environment and poverty. Objectives: The objectives of IJBG are to establish an effective channel of communication between policy makers, government agencies, academic and research institutions and persons concerned with the complex role of business and globalisation. The international dimension is emphasised in order to overcome cultural and national barriers and to meet the needs of accelerating technological and ecological change and changes in the global economy. Readership: IJBG provides a vehicle to help academics, researchers, policy makers, managers and entrepreneurs, working in business, to disseminate information and to learn from each other's work. Contents: IJBG publishes original empirical research, conceptual papers, and book reviews.
In the contemporary modern day due to the scenario of cutthroat competition, organizations are striving for excellence at every level. To achieve this, organizations are looking for managers with professional excellence and high integrity but are finding it difficult to find such people. Ethics and values are being compromised at every step to get the work done. To avoid such circumstances organizations and managers need to achieve professional excellence the right way. Bhagavad Gita can be extremely helpful to offer the mechanisms to help managers in achieving professional excellence, which in the long run not only helps in the success of the organization but also assure survival in the market. This paper conceptualizes a new framework of triads to increase professional excellence. The framework given in this paper, along with further study of Gita can be used to identify and develop tools to test the triads statistically.
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