Asian Journal of Management

R. P. Das ¹, Tapas Lata Sahu ¹

Affiliations
1 Institute of Management, Pt. Ravishankar Shukla University, Raipur, IN

Abstract

The present study intends to examine the relationship between demographic variables and emotional intelligence of bank employees. The relationship between selected demographic factors like age, gender, educational qualification, marital status, income and experience with emotional intelligence was examined. Emotional intelligence was measured through the scale developed by Schutte.et.al (1998) containing 33 items. Questionnaire was distributed randomly to 100 respondents who were bank employees. Z-test was performed to test the hypothesis showing significant relationship between emotional intelligence and demographic variables. Results indicate that there exists a significant relationship between demographic variables and emotional intelligence.

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R. P. Das ¹, S. M. Das ²

Affiliations
1 Pt. Ravishankar Shukla University, Raipur (CG), IN
2 DRIEMS, Cuttack, Odisha, IN

Abstract

In economics, a recession is a business cycle contraction, a general slowdown in economic activity. It is a period of general economic decline; which is typically defined as a decline in GDP for two or more consecutive quarters. Recession as a business cycle is generally considered less severe than a depression, and if it continues long enough, then sometimes it is classified as a depression. It is typically accompanied by a drop in the stock market and has many attributes that can occur simultaneously which includes decline in consumption, investment, government spending etc.

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R. P. Das ¹, S. M. Das ²

Affiliations
1 Pt. Ravi Shankar Shukla University, Raipur (C.G.), IN
2 DRIEMS, Cuttack, Odisha, IN

Abstract

A strong trend since the mid-1980s has been called restructuring, downsizing or more euphemistically, rightsizing in which organizations cut their labour by reducing of the size of their permanent full time staff (Fisher, Schoenfeldt and Shaw, 2004, P.744). In the organizational restructuring process, the very employees, who are store houses of knowledge and experience and used to bring competitive advantages to organizations, are suddenly becoming burden on them Das and Das (2009). Present study was conducted in an organization which is involved in public utility services after independence to examine whether human considerations are considered when it was undergoing its organizational restructuring activities.

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G. K. Deshmukh ¹, R. P. Das ¹

Affiliations
1 Institute of Management, Pt. Ravi Shankar Shukla University, Raipur (C.G.), IN

Abstract

In a globalised economy, markets are characterized by competition. The fast innovations of technologies are intensifying the intensity of competition and is becoming challenge for every business. In the past few years, due to competition, continuously company margins are considerably declining. According to Philip Kotler (2003), in hyper competition, power is clearly shifting to consumers who are increasingly telling what product features they want, what communication they will tolerate, what incentives they expect and what price they will pay. It is high time for marketers to study, understand and predict consumer behaviour in order to survive, sustain and grow in this highly competitive and volatile market. In fact, consumer behaviour is the process whereby individuals decide whether, what, when, where, how and from whom to purchase goods and services (Walter and Paul, 1970). As a field of study, consumer behaviour focuses upon consumer activities (Blackwell, Miniard, Engel, 2001). Moreover, the scholars of human behaviour are highly concerned to study the consumer behaviour in order to gain deeper insights into why individuals are involved in certain consumption related behaviour and interested to know what internal and external factors influences them in their consumption related decisions. Zikmund (2001) is of opinion that human behavior of any kind (B) is a function (f) of the interaction between the person (P) and the environment (E)-that is B= f (P,E). According to Zikmund, consumer behaviour is the function of personal factors (age and stages of life cycle, occupation, economic situation, life style, personality, psychology etc.) and environmental factors (culture, subculture, social class, reference groups, family, role and status).

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Tapas Lata Sahu ¹, R. P. Das ²

Affiliations
1 Berhampur University, Odisha, IN
2 MATS University, Raipur, Chhattisgarh - 492010, IN

Abstract

The basic prerequisite of any business is to know who are their customers, what are their needs and preferences, how their needs and preferences are fulfilled, are they satisfied with products and services offered and are they willing to further continue their relationship with the organization. In fact, there are several factors which influence the service performance; one of the most neglected issues by the organizations is role of frontline employees in service industries. Carlzon (1987) figured this interaction so important that he called it ‘the moment of truth’. Through this interaction, only a customer experiences the service delivered and develops perception about service performance of an organization. Hence, service providers are required to be friendly, sympathetic and adaptive towards the needs and expectations of their customers. The present study theoretically accesses the role of frontline employees, who are regarded as spokespeople in the company customer interaction, as well as being influential in the level of satisfaction of the customers.

Keywords

Frontline Employees, Customer Relationship Management, Service Industry, Customer Satisfaction.

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