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The substitution of small retail stores by the large stores has been a topic of debate among academics, practitioners, retailers and general public, especially in the context of foreign firms entering emerging markets such as China and India. The purpose of this research is to find out the determinants of consumer satisfaction in small and large retail stores in an emerging market, with a sample from India. Data were collected using a 39-item structured questionnaire developed by the authors. The sample consists of 225 consumers who shop at retail outlets (Convenience sample of 125 consumers from small and 100 consumers from large stores respectively). Exploratory factor analysis grouped the 39 variables into 14 factors. Further, regression analysis revealed that six of the factors (Social desirability, staff friendliness, shopping economy, shopping ambience, family shopping and deal proneness) were major predictors of consumer satisfaction as they were found to be significant at 5% level. The significance of factors such as social desirability and staff friendliness imply that many consumers prefer those typical features of small stores, which in turn results in the likely coexistence of small retail formats in spite of the entry and proliferation of large retail stores from different countries. We posit three theoretical propositions to stimulate further research in this area.

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The purpose of this article is to unearth the dimensions of quality of work life and work–life balance and to find the impact of the quality of work life on work–life balance. Data have been gathered from 89 managers of public and private sector banks in India using a convenience sampling method and analysed using principal component analysis and multiple regression analysis. Both qualities of work life and work–life balance are multidimensional constructs. Results indicate that the productivity dimension of a work–life balance was influenced by all dimensions of quality of work life except grievance redress. Further, the skill deployment dimension was predicted by all three dimensions of quality of work life. However, none of the quality of work life dimensions had any relation with the efficiency dimension of work–life balance. The study will help managers to ensure employee productivity and skill deployment by enhancing the quality of work life. The study has relevance for employee welfare and organizational output. The study has unearthed new dimensions in quality of work life and work–life balance and has established new relationships.

Purpose – The power sector needs frontline employees (FLEs) who are adaptable to the dynamic and complex business environments. There is yet to be a study that defines FLE adaptability as a lived in experience. The main purpose of this study is to explore the dimensions of FLE adaptability in power sector. Design/methodology/approach – FLE adaptability being multifaceted and context based, the research is conducted as a qualitative research in an attempt to identify FLE adaptability dimensions. FLE's working in three power utilities in Western, India participated through purposeful sampling frame. Data were collected using interviews, group discussions and open-ended questionnaire and analyzed in line with grounded theory. Findings – The analysis revealed seven dimensions of FLE adaptability. The dimensions being interpersonal aspect of adaptability, service offering aspect adaptability, political aspects of adaptability, social aspects of adaptability, physical aspects of adaptability, group aspect of adaptability and organizational aspect of adaptability. Research limitations/implications – Given the authors' exploratory qualitative approach and small sample size, these findings should be interpreted with caution until they have been replicated in a variety of settings and with multiple methodologies. Participants in this study were drawn from power sector organizations located in Western, India. This may delimit generalizations. Substantial research needs to be carried out in order to fully develop a complete understanding of this important FLE adaptability construct. Social implications – Power sector is one of the major parameters for the development of country. FLEs are one of the main cogs in the efficient management of power sector. This research stresses the need for FLE for adapting to the social fabric of society especially for services which are essential in nature. The new term coined by the researchers is social consciousness which depicts employee social orientation. Originality/value – There is academic scarcity on research that defines FLE adaptability as a lived in experience. In the previous research on employee adaptability, there was a consistent divide between the setting (laboratory vs field), construct dimensionality (uni- vs multidimensional), assessment format (objective task scores vs subjective ratings), and sample (military vs non-military setting). Thus, the previous research on adaptability could not be generalized on the adaptability spectrum of FLEs; hence, this study revisits the attributes of FLE adaptability.