Purpose Increasing use of information and communication technology (ICT) in education has, along with other consequences, shifted the context from teacher-centric to student-centric. These changes pose fresh challenges to the prevalent education systems all over the world, which already have fallen short of the expectations. The purpose of this study is to show that e-learning is not only about ICT following a holistic approach to learning which embeds systemic approach and learning loops but also about students and teacher’s actions in ICT-enabled learning environment. This study investigates the importance of engagement of students and teachers in blended learning with a focus on factors which affect this engagement. Design/methodology/approach Based on systems theory and socio-technological approach to e-learning, the paper documents an experiment which was carried out in a higher education institution. Postgraduate students of one course were divided into two groups. Instructor of the first group was not required to engage with the online content and had to deliver his course in a traditional face-to-face format. Instructor of the second group continuously spent time on the learning management system (LMS), developing more content, participating in online discussions and responding to students. LMS tracked the online activity of both the instructors, and semi-structured interviews of students were conducted. Findings Based on behaviour of 152 students of a postgraduate programme, students’ time spent online is directly proportional to the instructor’s online time, promptness of instructor’s response to online activities queries of students increased student engagement, the students’ engagement increases if the online content is related to the syllabus but engagement is not the same as the face-to-face lectures in the class. Research limitations/implications The research was conducted in India and is based on the behaviour of instructors and students in India. It was focussed on engagement issues of blended learning, while other issues of blended learning have not been in the focus of the research. Practical implications The research is important for the practice of higher education, and the result of the study can be taken into consideration while developing online courses for students enrolled in higher education. Social implications If higher education institutions take a strategic decision to use ICT in e-learning, engagements of participants and factors affecting engagement are crucial for the better quality of education. In such a way, blended learning fulfils requirements of a holistic approach to learning. Originality/value Despite the fact that e-learning as a way to deliver academic content has been extensively researched, there are not many studies focussed on engagement issues in blended learning, and even fewer studies have been conducted in an experimental way which allow in-depth research.

No abstract

No abstract

No abstract

No abstract

Consequent to power sector reforms, customers' satisfaction is gaining vital importance at power distribution companies. Customers are now getting a choice of choosing their electricity supplier as well as options of investing in their own power generating equipment. The threat of losing customers is driving power distribution companies towards ensuring customer satisfaction. Apart from availability of electricity supply on a 24 / 7 basis, electricity customers now expect ease in getting new electricity connection, advice on most suitable category of supply, timely meter reading, billing, and handling of grievance. To provide customers with great satisfaction, power distribution companies have to give quality attention to offering excellent services that attracts customers and clear up all customers' complaints. Frontline managers play a very significant role in the electric utility companies. They act as an inter-face between the customers / public and the company. This chapter attempts to elaborate customers' expectations from the frontline managers in power distribution companies.

No abstract

The engagement of students and faculty in the teaching and learning process of Higher Education is key to ensure the career readiness of graduates, and their future ability to make a positive impact in their communities and the world. It is in this context that Positive Leadership has been piloted in a young, comprehensive Indian university, where the two professors that led this innovative approach were trained so that the delivery of their subjects enhanced the principles of positive meaning, positive climate, positive communication and positive relationships. The research carried out during this pilot study incorporated a mixed-methods approach, which allowed to scientifically assess the very positive impact of the initiative. Both students and faculty appreciated a more human methodology and reported highly satisfactory results, including boosted engagement and improved grades.