Success of Tata Nano Through Marketing Flexibility: A SAP–LAP Matrices and Linkages Approach

Singh, Nripendra; Shalender, Kumar

doi:10.1007/s40171-014-0062-0

Cited by 23 publications

(8 citation statements)

References 12 publications

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“…In this digital era, most of the tourists search the information about the destination before going on the trip and make arrangements for the journey such as book hotels and tickets to tourism places if applicable. Therefore, flexibility in services inspires tourists for destination loyalty as well as recommendations for the same place (Singh & Shalender, 2014 ).…”

Section: Discussionmentioning

confidence: 99%

Modelling the Service Experience Encounters Using User-Generated Content: A Text Mining Approach

Kar

Kumar

Ilavarasan

2021

Glob J Flex Syst Manag

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Among services, the immense growth of Indian tourism in the last years has attracted the interest of practitioners, researchers, and governments. Service experiences at the point of encounter can impact the consumption of these tourism services extensively. However, measuring the service experience at the point of service encounter becomes a bit difficult. The tourists who visit India often share their experiences immediately regarding their service encounter in social media. These tweets often have high sentiments and emotional content. In this study, we attempt to identify factors which impact customer service experience, at the point of service encounter, by mining social media discussions. After removing spurious tweets, 7,91,804 tweets were identified and analysed in this study. Factors such as accessibility, accommodation, assurance, cultural attraction, Jugaadu service flexibility, cleanliness, hospitality, price, restaurant, and security were identified using topic modelling, topic association mining, and sentiment analysis. We attempt to model these experiences and their drivers across five zones of India, namely North, South, East, West, and North-East India. Our inferential analysis highlights that the importance and impact of these factors differ significantly zone wise across India, which indicates high location specificity of factors which impact the customer service experience. The study elaborates implications for theory and practice based on our findings.

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Section: Discussionmentioning

confidence: 99%

Modelling the Service Experience Encounters Using User-Generated Content: A Text Mining Approach

Kar

Kumar

Ilavarasan

2021

Glob J Flex Syst Manag

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“…Online business depends entirely on the types of flexibility being provided to the online customers so that they can stay and are comfortable in the online portal. Therefore, it is necessary for the online service providers to focus more on this concept, especially for online shopping where a number of internet shopping malls are available for the customer with a number of flexible options (Jain et al 2013;Singh and Shalender, 2014). Customers want more flexibility and to survive, service providers must make sure that they satisfy their customers by providing this flexibility (Gunasekaran et al, 2016;Sushil, 2016a).…”

Section: Introductionmentioning

confidence: 99%

“…is developing a new paradigm for internet shopping malls. Finding out what type of flexibility a customer wants is also becoming a challenge for service providers (Jain et al 2013;Singh and Shalender, 2014;Shalender et al 2017).…”

Section: Introductionmentioning

confidence: 99%

“…To cope with the changing business environment and to provide more flexible options to the customer, are challenges being faced by service providers. Due to increasing competition in every field and sector, flexibility is not only restricted to a particular domain; it is now an issue in almost all management disciplines (Wadhwa et al, 2008;Liao et al, 2010;Singh and Shalender, 2014;Haldar et al 2016;Yadav and Barve, 2016;Bamel and Stokes, 2016). However, in the context of online marketing, very little material is available in current literature (Sharma and Gupta, 2004).…”

Section: Introductionmentioning

confidence: 99%

“…Customers now demand more flexibility in terms of services, product, price, etc. In the last few years, the concept of flexibility in marketing has therefore become a critical area for research (Jain et al 2013;Singh and Shalender, 2014;Shalender et al, 2017); this important concept cannot be ignored. In existing literature there is a discussion gap between the concepts of flexibility and online marketing; this study tries to fill this gap by exploring flexibility in the concept of online marketing and its application based on internet malls.…”

Section: Introductionmentioning

confidence: 99%

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