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PurposeIncreased global air travel and competition in the airline industry entail better service delivery and failure management. This study examines how airline type, failure criticality and the traveller's culture influence travellers' airline evaluations of service failure.Design/methodology/approachThe study uses a large data set of customers' online reviews and incorporates quantitative and qualitative feedback from 20 major airlines across the world. Semantic tagging, sentiment and multivariate analyses have been used to analyse the data.FindingsFailure criticality and travellers' cultural backgrounds significantly affect airline evaluations after service failures. Moreover, failure criticality influences evaluations of travellers from individualistic cultures more severely. Contrary to expectations, full-service airlines were evaluated positively after less critical service failures.Practical implicationsThe findings support that customers undergo different emotional states when they experience service failure. Understanding these internal emotional sensitivities and how services would be judged by travellers across cultures can help airlines to better manage their service recovery efforts and to strategise prioritisation of scarce resources.Originality/valueThough airline service failure has been well researched, this study examines the role of culture in service failure evaluations. The study uses a novel method to analyse a large data set of both quantitative and qualitative traveller feedback useful in service recovery management.

Purpose – The purpose of this paper is to identify the motives that enforce consumers to find out the major determinants that frame healthscape in private healthcare service that leads to their satisfaction in a developing country like India. Design/methodology/approach – The generic motive dimensions are identified using an exploratory factor analysis. Next the reliability and validity of the factors are established followed by regression analysis using SPSS 20.0 s/w. Findings – This paper identifies six healthscape motives in the private healthcare sector named as service personnel conduct and cleanliness, service delivery and facilities, ambience, location and look, appealing decoration, and upgraded safety service, out of which only service delivery, ambience, location, and decorations contribute the most to build customer satisfaction as per their significance value. Research limitations/implications – The various dimensions of healthcare motives should be viewed as the levers of improving hospitals’ service quality in the minds of its present and future customers. This finding can offer valuable insight to the forthcoming as well as existing developer who are planning to have their healthcare service presence in India. Practical implications – This study suggests some important strategic guidelines for service positioning and market segmentation of healthcare services as per customer requirements. In the recent past, availing services from hospitals were purely utilitarian in nature. Customers were more inclined to get proper and timely services and cared more about the service quality of the healthcare service provider. Originality/value – This paper is among the few works done on understanding private healthcare service delivery process in India and customer satisfaction level from those Hospitals. This study addresses the gap by identifying a set of dimensions that are relevant to customers for a unique healthcare experience.

Purpose This study aims to explore the motivators of mothers’ experience on their engagement behavior in the case of baby care toiletries. Additionally, the role of Brand trust and commitment have also been evaluated. Design/methodology/approach The conceptual model was empirically tested based on the data collected through a survey using 320 samples from India and 431 samples from Sri Lanka. Data were analyzed using structural equation modeling. Findings Sensory and behavioral dimensions of brand experience can be considered as key drivers of brand trust and brand commitment among millennial mothers in the context of baby care toiletries. It was observed that brand trust had a significant positive impact on brand commitment. There was a significant relationship between brand trust, brand commitment and customer engagement. It was also inferred that brand loyalty is the consequence of customer engagement. Practical implications Marketers should gear up initiatives targeting new mothers through healthy aspects and genuine packaging to strengthen the mother’s trust through periodic uses of the product. Originality/value The present study is one of the unique empirical investigations that examine the antecedents of consumer engagement in the less researched context of high inherent risk products like baby toiletries.

Container Freight Stations (CFS) is an extension of a port/airport/LCS/ICD customs station, where containers are stuffed, de-stuffed and aggregation/ segregation of export/import cargo takes place. The imported goods can be immediately shifted from the port to CFS which also helps in the reduction of port congestion. All the activities related to clearance of goods for home consumption, warehousing, temporary admissions, re-export, temporary storage for onward transit and outright export and transshipments take place from such stations. With the growing volume of international trade, the need for expeditious clearance of goods at the port within the minimum possible time has been gaining importance. The purpose of the study is to examine the attitude of the Customs House Agents (CHA) towards the Container Freight Stations in terms of risk management system, types of goods dealing with and to identify the service expectations and problems faced by of the Customs House Agents from the Container Freight Stations. Different statistical tools like Spearman's Rank Correlation, The Independent Samples T-Test, Paired Samples T-Test and Factor Analysis has been used in this study.

The present study focuses on the current scenario of the frozen chain management system of Amul Ice Creams in AndhraPradesh . This study focuses on all dimensions involved in the frozen chain management system like the company support, distribution network, relationship between distributors and retailers, promotional activities and many more. The concept of HADF (Humara Apna Deep Freezer) is also a part of the project which includes performing a purity check and analyzing the importance of HADF as a promotional tool in encouraging impulse buying at retail outlets. The retailers and wholesalers of Amul in twin city of Hyderabad & Secunderabad has been taken as sampling unit. Convenience sampling method has been used for the sample size of 198. The collected information has been used for factor analysis followed by regression analysis using spss 13.0. There are five factors considered important for studying the frozen chain management system like HADF concept, Distributor & Retailer relationship, Promotional Activities, Company Support and association with Amul found from the analysis . Out of these five factors the first four have direct impact on the weekly sales of retailers . [PUBLICATION ABSTRACT]

This article aims to identify various credit card selection factors in the context of an Asian emerging economy – India. Considering the recent emergence of the three-tier banking system in India, the study proposes to investigate whether there exists an association between credit card selection factors and the type of credit card issuing bank (public, private national or private foreign). The article also seeks to find out whether the income level of the individual determines the type of credit card bank category selection, as prior literature suggests that demographic factors are closely related to credit card selection and usage patterns. The analysis was carried out using a mixed method research design involving thematic analysis of focus group data, factor analysis, PERMAP analysis and multiple correspondence analysis in different phases. Five primary credit card selection factors were identified. A strong correspondence between credit card selection factors, personal income levels and choice of credit card issuing bank was found. Accordingly, credit card selection factors and personal income level were together identified as factors affecting the type of bank selected. The phenomenon of bank category-based stereotyping of brands is emphasized based on the analysis. The implications of this phenomenon with respect to brand identity conception, target segmentation, brand positioning and marketing communication are discussed.

Selling and trading goods over the Internet is referred to as e-commerce. It has become convenient and this platform has redefined the conventional mode of purchasing goods and services. Besides, the active participation on social media makes it evident that there is indeed great scope for leveraging on this behavior in social commerce such as Facebook Marketplace, WhatsAppShop, LinkedIn Groups, InstagramforBusiness, etc. The purpose of the present study is to identify the social commerce preference among the youth in an emerging economy like India through word-of-mouth promotions, satisfaction that is also aligned to the Net Promoter Score (NPS) of the social commerce platforms, observing the placement of the four social commerce platforms using MDS technique, and identification of pain points they faced while having their social commerce experiences. As social commerce is expected to have the potential to overthrow e-retail in the future, the study holds major significance in the present market scenario.

In banks the concept of customer retention is held in high esteem but most of the bankers are still not sticking to that. Customer retention is the buzzword for all times rather than the concepts as benchmarking or best practices, more than process reengineering or quality management. To meet the threat of competition and retain customer base, banks now looking at business process management (BPM) to increase returns on investment, improve customer relationship management (CRM) and employee productivity. This paper helps to know the different strategies to be followed by Standard Chartered Bank (SCB) bank to retain their existing customers. The arrival of foreign and private banks with their superior state-of-the-art technology-based services pushed Indian Banks also to follow suit by going in for the latest technologies, the study has been carried out to find out what can be further done. Statistical tool like Simple average and one way ANOVA methods are used to meet the objectives. [PUBLICATION ABSTRACT]