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This study develops and tests a turnover intentions model, which examines the effects of frontline employees' perceptions of management concern for employees and customers on turnover intentions, mediated by job satisfaction and affective organizational commitment. Using this model as a framework, the authors explore the role of employment status (full-time vs. part-time) as a moderator of the aforementioned relationships. The results indicate that perceived management concern for employees and customers has significant effects on employees' turnover intentions. Employment status moderates the relationships between perceived management concern for employees and affective organizational commitment, perceived management concern for customers and job satisfaction, and affective organizational commitment and turnover intentions. Implications of the findings are discussed and future research avenues are offered.

Purpose -The purpose of this paper is to investigate the relationship between environmental uncertainty, information quality, and proactive logistics practices on supply chain flexibility. Design/methodology/approach -A survey of 75 Indian small-scale manufacturers in Coimbatore (southern India) was conducted. Findings -India, which is a thriving emerging economy, is an ideal location for this study. Results indicate that if managers wish to ensure improved supply chain flexibility, firms must work to improve information quality.Research limitations/implications -The small sample size is a limitation of the study, so too is the narrow sector targeted (small-scale manufacturing). Practical implications -The results reinforce the fact that supply chain management has many elements that can impact a manufacturing firm's responsiveness, which is especially true in an emerging market like India. Originality/value -The paper is one of the first to survey small-scale manufacturing executives regarding their acceptance of and use of supply chain concepts under environmental uncertainty.

Purpose -The purpose of this study is twofold. First, it aims to provide a review of the Net Promoter q Index (NPI), the evidence of its ability to predict financial performance, and the evidence of its superiority to other voice of customer metrics. Second, it seeks to investigate the nomological validity of the Net Promoter question. It aims to view the NP question as an alternative to the traditional word-of-mouth measure, which is one of the components of customer loyalty. The nomological validity of NP was evaluated in a model including customer satisfaction as an antecedent and repurchase intention as a consequence. Design/methodology/approach -The data for empirically addressing a set of hypotheses related to the nomological validity were collected via selfadministered questionnaire. A total of 159 participants completed questions for banking services, 153 individuals completed questions for hairdresser/ barber services, and 132 completed questions for cell phone services. The hypotheses were tested using partial least square analysis. Findings -The results provide evidence for the nomological validity of the NPI question; albeit, the traditional word-of-mouth measure seems to perform equally as well or even better. Practical implications -A set of pros and cons related to NPI are developed. The paper recommends including the NPI in a portfolio of voice of customer metrics but not as a standalone diagnostic tool. Further, given the present state of evidence, it cannot be recommended to use the NPI as a predictor of growth nor financial performance. Originality/value -The paper provides further insights into the validity of the Net Promoter Index as a measure of customer loyalty.

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