Purpose: Trust and commitment are the central tenets in building successful long-term relationships in the online retailing context. In the absence of physical interaction between the buyer and the seller, how websites can gain the trust of the buyers and deliver on the promises made have become...

The role of trust encompasses the exchanges and interactions of a retail bank with its customers on various dimensions of online banking. Specifically lays stress on the bank-to-customer exchanges taking place through the technological interface. Hypothesizes shared value, communication and...

This paper explores the linkage between performance benchmarking and strategic homogeneity of Indian commercial banks. It devises a method of benchmarking performance of Indian commercial banks using their published financial information. Performance is defined by how a bank is able to utilise...

In this paper, we present the development of a theoretical framework for measuring the efficiency of banking services taking into account physical and human resources, service quality and performance. Expenditures on quality improvement efforts and the impact of service quality on financial...

This paper explores the linkage between strategic grouping and performance of the Indian banking sector. Strategic grouping and performance were identified using published financial information for all public sector banks. Grouping of Indian public sector banks following comparable financial...

Purpose – The purpose of this paper is to propose and empirically assess three comparative approaches to measuring service quality: modified gap model, TOPSIS and loss function. Aims to argue for the use of TOPSIS from decision sciences, and Loss function from operations research and...

In anticipation of rapid growth, the passenger car market in India is crowded with 18companies trying to establish themselves. Most companies have joint ventures with Indianpartners and have entered the market in the last two years. The number of new entrants over anarrow time window of two...

Purpose – Role clarity of frontline staff is critical to their perceptions of service quality in call centres. The purpose of this study is to examine the effects of role clarity and its antecedents and consequences on employee-perceived service quality. Design/methodology/approach – A...

This paper reviews the latest published research in healthcare management. All articles published in the last four years in the top four journals in the field are content analyzed to identify key themes that got published. The three key themes that get published in healthcare journals are:...