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1E-2, Saturday, January 1, 5:10-6:50 P.M. Session: OB-I Session Chair: Jaba Gupta T. A. Pai Management Institute 8038 Empowering Investors by Demystifying Performance Measurement Communications Jatin Pancholi, Middlesex University, j.pancholi@mdx.ac.uk Ashwin Modi, S K School of Business Administration, ashwin_modi@yahoo.com Narayan Baser, Shri Jairambhai Patel Inst of Bs Mgmt & Computer Applications, baser_narayan@yahoo.com Evidences in literature suggest that educated and empowered investor will bring fundamental upward shift in the savings and investments pattern of an emerging economy like India. Knowledge and skills of ability to read and interpret annual reports should not remain hegemony of only experts and analysts but should strategically percolate down to common investors in an institutionalized inclusive economy. This paper empirically examines communications of performance measurement indicators in Annual Reports. The paper focuses on nature of lexicon, usage of data in visual formats such as tables, graphs, exhibits, photographs and such other information in these annual reports. 8105 Determinants of Knowledge Sharing Behavior: Developing a Conceptual Framework Soofi Anwar, Birla Institute of Technology- Ranchi( UAE Campus), soofianwar@gmail.com Durga Prasad K. In today’s ‘knowledge driven economy’, creating a pro knowledge sharing environment and reinforcing actual knowledge sharing behavior is central to the success of any knowledge management(KM) initiative. Universities and Higher Education Institutes have an enormous scope to apply KM to acquire, use and leverage knowledge. This paper attempts to explore the factors that encourage or inhibit knowledge sharing behavior. The various factors influencing knowledge sharing have been categorized into individual, organizational and technological factors. Understanding of these motivators and barriers would help develop organizational strategies to encourage and foster knowledge sharing. 8304 Managing the Self: The Paradigm Shift in the Decade Ahead Neha Saxena, University of Petroleum and Energy Studies, nehasaxena309@gmail.com Industrial civilization is entering a decisive phase today. On many fronts, the crumbling of this colossal industrial set up is becoming apparent. The application of traditional Indian spiritual concepts for the analysis and solution of management problems like leadership, teambuilding, stress management, improving standards of work life etc. has been propagated by various writers. The present paper focuses on this evolutionary process of expanding the value consciousness of business organization to be carried forward to the inner domain of managing the self. 8323 Effect of Economic Recovery on Managing Organizational Conflicts: A Communicative Approach Jaba Gupta, T. A. Pai Management Institute, jaba.m.gupta@gmail.com B. Sasidhar, King Saud University, bokkasamsasidhar@gmail.com This paper is an extension of a recently published exploratory study of interpersonal conflict handling in multinational organizations in India. The study showed that in modern organizations that thrive on teamwork, collaboration and interdependence, more interaction and better interpersonal communication skills are required than before. However, the changed environment also causes more conflicts that in turn affect the work environment. In a changed context, this paper studies the effect of economic recovery on various causes of conflicts, ways in which conflicts are handled, frequency of conflicts and whether or not communication helps in the resolution of conflicts. 8352 Managing Workplace Stress Meera Sharma, Shri Guru Ram Rai Institute of Technology & Science, researchguide@ymail.com R.L. Raina, Shri Guru Ram Rai Institute of Technology & Science, ratanraina10@yahoo.co.in Abhay Kumar Tiwari, ICFAI University, tiwariak@email.com Stress refers to situations when an individual is unable to cope up with the pressures in a job. It was found that 80 million working days are lost each year due to work force stress. Organizations at large are realizing the importance of retaining the potential workforce in an organization which is more possible when Stress-Free Working conditions are developed at the work place. As prevention is better than cure, this paper is an attempt to throw light on Job stress and its negative outcomes and recommend various strategies to put a impede to Stress at workplace
1E-3, Saturday, January 1, 5:10-6:50 P.M. Session: Service Industry Session Chair: A.K. Singh Suryavanshi Kiet School of Management 8377 Impact Assessment of Service Quality Strategies in an Automobile Service Centre Satyendra Sharma, Transnational Knowledge Society Group of Institution, satyendra.sharma007@gmail.com Rajnish, Katarne, Transnational Knowledge Society Group of Institution, rajnish.katarne@gmail.com Jayant Negi, Transnational Knowledge Society Group of Institution, jayantnegi@gmail.com This paper is the continuation of the authors’ previous research entitled “Measurement of Service Quality of an Automobile Service Centre”. In that research, satisfaction/dissatisfaction of the customers, and its reason(s) hadbeen evaluated by applying root cause analysis. The proposed research paper attempts to assess the impact of implementation of the suggestions made earlier with reference to capacity expansion/adjustment. A considerable improvement has been observed in the service quality level. However, there are still some grey area(s) which are required to be addressed regarding which suitable suggestions have been made. 8419 Hospitality Sector- A new catalyst for India Vision 2020 A K Singh Suryavanshi, Kiet School of Management, suryavanshiaks@yahoo.com The article traces the gap in bundling of services and products related with hospitality industry and further goes on to forecast a model that can emanate from basic needs of consumers to have wholesome service related with traveling. This is an irony that share of Asia in hospitality sector is just 29% while USA and Europe accounts for 32% and 30% respectively. This sector could be a new catalyst for ‘India- Vision 2020’ and focus on this sector will ensure that growth of India to developed nation by 2020 is accelerated. 8493 Status Quo Bias towards Airline Companies Despite Service Failures Preeti Krishnan, IBS, Bangalore, preeti@ibsindia.org Rajani Suresh, AIMIT, rajani@staloysius.ac.in Going back to the airline company regardless of service failure(s) can be explained by the concept of status quo bias. Traditionally, loss aversion and endowment effects have been attributed to cause such a bias. More recently, goal orientation has been found to influence the choice of status quo. It is proposed that a customer’s goal orientation (prevention-focus vs. promotion focus) will moderate the coping process and the preference for status quo. Two studies test whether after a service failure incident a greater proportion of prevention-focused customers return to the airline service provider vis-à-vis the proportion of promotionfocused customers. 8533 A Comparative Study of Service Quality of Lucky Bazaar and D’Mart in Kolhapur City Praveen Chougale, D. R. Mane Mahavidyalaya, Kagal, prvn_chougale@rediffmail.com Gurunath Fagare, S. B. Khade Mahavidyalaya, Koparde, fagareg@yahoo.co.in The paper aspires to study and compare the service quality of two retail stores in Kolhapur City – D’Mart and Lucky Bazaar and appraise factors of priority to establish firm competitive edge. Design- 200 shoppers of both the stores are selected, considering gender, income and location as the parameters. The data was collected by using RSQS instrument.Findings- Service personnel are the key factor impacting customer’s perception of service quality. Local retail stores are more favored by customers than Branded retail chain stores.Practical implications-This paper highlights the service quality determinants for retail stores especially in minimetro cities like Kolhapur.
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