Informatics Publishing Limited

R.D. Sharma ¹, Bodh Raj Sharma ²

Affiliations
1 Chairman, J&K BOPEE, Jammu and Kashmir State, IN
2 Assistant Professor, Department of Commerce, University of Jammu, Jammu, IN

Abstract

The retailers and manufacturers work in collaboration for their mutual interest as well as for the consumers they serve. As a product passes through several hands before reaching to consumer, but sometimes manufacturers sell directly or through the retailers without involving other middlemen. The producers usually sell directly to retailers through their salesmen who take orders from retailers and immediate delivery of products is made to them at their retail outlets. It is an obligation on the part of retailers to behave ethically in their dealings with their manufacturer. They are ethical when they behave fairly, honestly, sincerely and in a sense of truthfulness and responsiveness. This paper empirically examines the perceptions of manufacturers about ethical practices of retailers from the data gathered from manufacturers supplying merchandise directly to the retailers in Jammu city. The reliability was duly assessed with Cronbach alpha and Exploratory Factor Analysis was applied for data purification. The finding indicate retailers as moderately ethical in most of practices but unethical in terms of payments of bills on time and of exact amount. The study is valuable for researchers, retailers, manufacturers and policy makers.

Keywords

Ethics, Relationship, Wholesaler, Retailer, Distribution chain

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R. D. Sharma ¹, Bodh Raj Sharma ²

Affiliations
1 Chairman, Jammu and Kashmir Board of Professional Entrance Examinations, Srinagar/Jammu, IN
2 Assistant Professor, Department of Commerce, University of Jammu, Jammu, IN

Abstract

With the ongoing process of globalisation, complex competition, increase in consumers' income and shift in the shopping patterns of Indian consumers, the retail marketing has changed from traditional family run stores to highly modernised large departmental stores and shopping malls. With corporate world's significant attention to marketing ethics, retail marketers too give adequate cognisance to ethical values and compliance of legal norms in their dealings with different stakeholders, particularly consumers. Consumer is one of the most significant stakeholders on whom the retailers' existence matters. Consumers buy variety of goods, broadly classified in marketing literature as convenience, shopping and specialty. Consumers are increasingly sensitive in choice making especially in shopping goods because today, due to global business everywhere, they have to choose among various alternative brands of products. It is in this context the retailers are supposed to serve the consumers by fulfilling their expectations in a legal and ethical manner in addition to mere customer satisfaction. This paper is, thus, an attempt to study the various legal norms and ethical values in retail practices through the perception of consumers with special reference to shopping goods. The paper is based on the data obtained from 470 randomly selected consumers from Jammu city. The data were purified through Factor analysis. The results provide that retailers are moderate in terms of abidance of legal norms as well as ethical values. The study suggests a plan of action for higher legal norms and ethical values in retailers selling shopping goods so that the expectations of customers can be fulfilled in an ethical manner.

Keywords

Retailing, Shopping Goods, Legal Norms and Ethical Values

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Bodh Raj Sharma

Abstract

The purpose of this paper is to explore empirically the demographic differences in the perceptions of wholesalers about the ethical retail practices. The study is based upon the data obtained from randomly selected seventy wholesale firms from a northern Indian city by conducting in depth interviews through a specific designed schedule. All the demographic variables viz. age, qualification, experience and types of products depict insignificant mean differences in the perceptions of wholesalers regarding the ethical retail practices. Wholesalers viewed retailers unethical in terms of not making payments on time and not paying exact amount on credit sales, which create serious problems for the wholesalers who are liable to manufacturers. The study is confined to Indian and the future study can cover more countries. A comparative study of different stakeholders' perceptions about retail ethics can also be conducted. Retailers depends upon wholesalers as the latter provide the regular and uninterrupted supply of merchandise to the former even on credit basis. The retailers are expected to maintain sound relations on the basis of ethical practices with them. In the extant literature there is not even a single study on demographic differences in the perceptions of wholesalers about ethical retail practices in Indian context. This study thus fills the gap in literature on retailing ethics.

Keywords

Ethics, Wholesalers, Retailers, Demographics, Merchandise

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Naresh Sharma ¹, Bodh Raj Sharma ²

Affiliations
1 The Management School, Kathua Campus, University of Jammu, Jammu & Kashmir, IN
2 Department of Commerce, University of Jammu, Jammu & Kashmir, IN

Abstract

In marketing practices, ethics are core building blocks in establishing trust, which in turn helps in building longterm customer relationships. In developed nations, ethical judgment of consumers has received considerable attention but in Indian market setting, marketing ethics have barely been explored. The selling of spurious products is common to Indian consumers. This paper attempts to examine the consciousness among the consumers about marketing practices followed by the marketers in the Jammu region of Jammu & Kashmir State. The study is based on a well defined schedule of five point Likert Scale. The results indicate that consumers are conscious about the marketing practices adopted by the marketers and they are mindful while making buying decisions. Further, the consumers prefer marketers following ethical practices in terms of offering product quality, pricing policy, sharing product information, respecting social and cultural values which in turn help in developing customer relations.

Keywords

Ethical Marketing, Customer Relations, Ethical Dilemmas, Corporate Social Responsibility, Ethical Judgments.

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Amit Sharma ¹, Bodh Raj Sharma ²

Affiliations
1 The Business School University of Jammu, Jammu & Kashmir, IN
2 Department of Commerce, University of Jammu, Jammu & Kashmir, IN

Abstract

Aim of this paper is to assess the empirically demographic differences among the customers regarding customer value in Life Insurance Corporation. It is a fact that life insurance players in J&K have realised that their business advantage depends on customer value. The study is based upon the primary data obtained from customers of LIC belonging to various districts of J&K through quota sampling. A questionnaire was framed containing items of demographics and statements measuring customer value based upon seven point Likert scale. The findings indicate that the demographic variables viz., age, qualification, occupation wise, there is no significant difference regarding customer value in the perception of customers of LIC. However, district wise respondents do differ in their opinion regarding customer value in Life Insurance Corporation.

Keywords

Customer Value, LIC, Customer Service, Price.

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Bodh Raj Sharma ¹

Affiliations
1 Department of Commerce, University of Jammu, Jammu & Kashmir, IN

Abstract

This paper aims to explore empirically the perceptions of regulatory bodies about the legal norms followed in retail sector. Retailers are required to follow the various legal norms in their business practices but in the extant literature there is dearth of research on the topic under consideration. The study is based upon the data obtained from regulatory bodies from a northern Indian city through a self designed schedule based upon five point Likert scale. It was found that retailers do not prepare books of accounts fairly as they disclose low sales and profit. In fact, the retailers fill the tax return but at the same time, they evade the taxes by manipulating facts regarding sales and profit. However, the study is confined to retail sector and the future study can cover other areas as well.

Keywords

Legal Framework, Retailers, Regulatory Bodies.

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Sarabjeet Kour Sudan ¹, Bodh raj Sharma ²

Affiliations
1 Commerce, University of Jammu, Jammu & Kashmir, IN
2 University of Jammu, Jammu & Kashmir, IN

Abstract

In the present globalised business climate, it is imperative for firms to interact with their environment and adopt the culture which stimulates behavioural change and performance improvements. In this context, strategic orientation has been accepted across the world as an excellent methodology for continuous improvement in every part of the organisation. The study emphasises the significance of different strategic orientations of firms by exploring seven important business philosophies (orientations), viz., production, selling, customer, market, learning, entrepreneurial, and relationship marketing orientation. It also throws light on the role of each strategic orientation in achieving competitive advantage and better firm's performance. The study suggests that practicing single strategic orientation by firms is not appropriate for divergent market contexts. Further, firms adopting plural orientation are more likely to perform even better than firms adopting only single strategic orientation. Therefore, firms should shift their focus from one strategic orientation to the combination of strategic orientation that firms can pursue in different situations as their success and survival depend on the integration of different strategic orientations.

Keywords

Strategic Orientation, Production Orientation, Selling Orientation, Customer Orientation, Market Orientation, Learning Orientation.

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Bodh Raj Sharma ¹, Saransh Gupta ², Ankit Sharma ², Nitika Sharma ³

Affiliations
1 Department of Commerce, University of Jammu, Jammu & Kashmir, IN
2 NIT, Srinagar, Jammu & Kashmir, IN
3 ICCCR and HRM, University of Jammu, Jammu & Kashmir, IN

Abstract

The study empirically explores the gender-wise differences in perception regarding customer satisfaction in online shopping. The data were collected from 200 respondents who shopped online, contacted through purposive sampling. The respondents were contacted both physically as well as through e-mails, social media like Facebook, Whats app etc. The results depict that e-customers seem to receive detailed information from the website/application about their orders and the e-store protects their information. As far as inventory, prices, quality of products, return/cancellation policy, visual interface of website/application, and browsing experience are concerned, scores for males turned out to be higher than females. On the other hand, females seemed more satisfied as far as lucrative offers, variety of products, payment options; website and advertisement customisation is concerned.

Keywords

Gender, Diversity, E-Tailing, Social Media, Online Shopping.

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Sarabjeet Kour Sudan ¹, Bodh Raj Sharma ¹

Affiliations
1 University of Jammu, Jammu & Kashmir, IN

Abstract

In the present globalised business climate, it is imperative for firms to interact with their environment and adopt the culture which stimulates behavioural change and performance improvements. In this context, strategic orientation has been accepted across the world as an excellent methodology for continuous improvement in every part of the organisation. The study emphasises the significance of different strategic orientations of firms by exploring seven important business philosophies (orientations), viz., production, selling, customer, market, learning, entrepreneurial, and relationship marketing orientation. It also throws light on the role of each strategic orientation in achieving competitive advantage and better firm's performance. The study suggests that practicing single strategic orientation by firms is not appropriate for divergent market contexts. Further, firms adopting plural orientation are more likely to perform even better than firms adopting only single strategic orientation. Therefore, firms should shift their focus from one strategic orientation to the combination of strategic orientation that firms can pursue in different situations as their success and survival depend on the integration of different strategic orientations.

Keywords

Strategic Orientation, Production Orientation, Selling Orientation, Customer Orientation, Market Orientation, Learning Orientation.

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Amit Sharma ¹, Bodh raj Sharma ²

Affiliations
1 The Business School, University of Jammu, Jammu & Kashmir, IN
2 Department of Commerce, University of Jammu, Jammu & Kashmir, IN

Abstract

The aim of this paper is to assess empirically perceptual gap among the customers having different educational qualification, occupation and income regarding customer value in Indian insurance sector. It is a fact that insurance sector has been growing tremendously despite a lot of competition in the marketplace. The study is based upon the primary data obtained from customers of four life insurance companies belonging to various districts of J&K through quota sampling. A questionnaire was framed containing items of demographics and statements measuring customer value based upon seven point Likert scale. The findings indicate that the demographic variables viz., qualification, occupation and monthly income, there is no significant difference regarding perceived customer value among the life insurance players.

Keywords

Customer Value, Customer Service, Insurance Players, Customers Perception.

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Bodh Raj Sharma ¹, Saransh Gupta ², Ankit Sharma ²

Affiliations
1 Department of Commerce, University of Jammu, Jammu & Kashmir, IN
2 NIT, Srinagar, Jammu & Kashmir, IN

Abstract

This study highlights the role of satisfaction for building e-marketing leadership and empirically explores the differences in the customer satisfaction of online buyers. The study tries to discern how segmenting the customer based on marital status may help the online marketers for effective leadership and competitive advantage in the modern globalised market. An online survey instrument was administered to a sample of 200 online buyers from a northern city of India. The respondents were contacted both personally as well as through the emails, social media like Facebook, Whatsapp etc. The instrument comprised items related to online satisfaction along with few variables of demographic variables. The study employed purposive samplingwhich is appropriate for exploratory type of studies. The findings indicate that online shoppers are moderately satisfied from e-retailers. It is suggested that e-retailers must address issues of customers vibrantly so that customers become highly satisfied which ultimately leads to e-marketing leadership.

Keywords

E-Marketing, Customer Satisfaction, Online Retailers, Customers, Online Shopping.

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Bodh Raj Sharma ¹

Affiliations
1 Department of Commerce, University of Jammu, Jammu & Kashmir, IN

Abstract

Retailers are dependent upon wholesalers as the latter provide the regular and uninterrupted supply of merchandise to the former even sometimes on credit basis. The retailers are,thus, expected to maintain sound relations with wholesalers on the basis of ethical retail practices. In fact, in the extant literature there is not even a single study on perceptions of wholesalers about ethical retail practices. This study is, thus, an endeavour to bridge the gap in extant literature on retailing ethics. This piece of work explores empirically the retailer - wholesaler ethical relationships for good governance in retail sector empirically. The study is based upon the data obtained from seventy wholesale firms from Jammu city in J&K through an instrument. The wholesalers viewed retailers ethical in most of the issues except untimely payments of bills and even payment of less amounts as agreed upon, which createssevere problem for the wholesalers who are ultimately liable to manufacturers. The study shall be highly useful for business concerns, retailers, wholesalers, and government for the policy guidelines and potential researchers for new thrust.

Keywords

Ethics, Wholesalers, Retailers, Demographics, Merchandise.

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Bodh Raj Sharma ¹

Affiliations
1 University of Jammu, Jammu & Kashmir, IN

Abstract

The paper aims to explore empirically the perceptions of regulatory bodies about the ethical behaviour of retailers. In the modern competitive and globalised business unfair ethical practices as highlighted by media are common. In this context need arises to examine the ethical behaviour of retailer as well. In fact, the retailers are expected to follow the ethical virtues in their dealings with all the stakeholders in retail business. This initiates an investigation of perceptions of regulatory bodies about the extent to which retailers are being ethicalin their conduct. The study is based upon the data obtained from regulatory bodies of a northern Indian city with a specific designed schedule. The exploratory factor analysis was carried out for data summarisation along with ANOVA to extract the mean difference in the perceptions of various regulatory bodies. The retailers are respectful but the hide some facts about retail business. They often criticise their competitors with regulatory bodies' officials and corruption also prevails to some extent in the relationship between retailers and regulatory bodies.

Keywords

Ethics, Retailers, Regulatory Bodies, Stakeholders.

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Bodh Raj Sharma ¹

Affiliations
1 Department of Commerce, University of Jammu, J&K, IN

Abstract

Retailers have ethical responsibilities in their dealings with different stakeholders. All the stakeholders have expectations from retailers and the retailers in obligation to fulfil their expectations in an ethical manner. Retailers have ethical responsibility towards customers, employees, suppliers, financers, competitors, government, and the community as a whole. In fact, some researchers have conceptualised responsibilities of retailers but the in-depth empirical investigation has not yet done. The study empirically examines the ethical responsibilities of brick and mortar retailers towards various stakeholders. The data were obtained from 200 retailers through a self-designed schedule. The exploratory factor analysis extracted ten factors out of various variables representing ethical responsibilities of retailers towards different stakeholders. The results indicate that brick and mortar retailers are moderately ethical towards various stakeholders. The present study will be highly beneficial for the researchers, retailers, customers, regulatory bodies and policy makers for new insights and better regulation.

Keywords

Retailing Ethics Brick and Mortar, Retailers, Stakeholders, Customers, Ethical Responsibilities.

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Bodh Raj Sharma ¹

Affiliations
1 Department of Commerce, University of Jammu, J&K, IN

Abstract

In the recent years, increased usage of the Internet has induced the marketers and customers for online selling and buying of products and services. E-marketing provides an opportunity to sell and purchase various brands of products having huge discounts; but at the same time, there are chances of frauds, deception, hacking, duplication, and other unethical practices in the e-marketing. This paper aims to explore the extent of customers’ perceived ethical virtues followed by the e-marketers for responsible leadership and dealing with customers. This empirical study is based upon the responses obtained from 200 customers through a questionnaire. The questionnaire comprised of demographic variables along with the Likert scale items representing the customers’ perceived ethical practices. The reliability and validity of data were duly assessed through various measures. The exploratory factor analysis summarised the variables into four factors namely security, non-deception, reliability, and privacy. The findings indicate that customers perceived e-marketers as moderately ethical and suggested for more security, privacy, and reliability through formulation of ethical codes, publicising the unethical practices of concerns by media, and proactive role of regulatory bodies in promoting ethics in e-marketing for protecting the interest of various stakeholders. It is obvious that ethical practices lead to customer satisfaction, enhanced performance, and positive word of mouth thus edifying trust, commitment, and loyalty to e-marketers. Contrary to this, unethical practices by e-marketers make the customers dissatisfied, reduce performance, and spread irresponsible leadership as well as negative word of mouth about the company, which seriously tarnish the image of the company in the eyes of all stakeholders. The study will be highly useful for researchers, practitioners, marketers, and policy makers with new insights for research and formulation of policies with regard to ethics in e-marketing.

Keywords

Customers, E-marketing, Ethics, Stakeholders, Leadership.

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Bodh Raj Sharma ¹

Affiliations
1 Assistant Professor, Department of Commerce, University of Jammu, Jammu & Kashmir, IN

Abstract

The study explores empirically the effect of demographic variables, viz. age, qualification, experience and types of products sold on the buyer-supplier ethical relationship in retail sector. The study is based upon the data obtained from 32 manufacturing firms supplying goods directly to retailers, through a specifically designed schedule based upon demographic variables along with items measuring buyer-supplier ethical relationships. All the demographic variables, viz. age, qualification, experience and types of products depict insignificant mean differences in the perceptions of manufacturers regarding the ethical behaviour of retailers. Further, manufacturers viewed retailers unethical in terms of making payments on time and even not paying the exact amount as agreed upon. In the extant literature, there is not even a single study on demographic differences in the perceptions of manufacturers about the buyer-supplier ethical relationship. This study thus fills the gap in literature on retailing ethics.

Keywords

Ethics, Manufacturer Retailers, Demographics, Merchandise.

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Bodh Raj Sharma ¹, Aditi Sharma ²

Affiliations
1 Assistant Professor, Department of Commerce, University of Jammu, J&K, IN
2 Ph.D Research Scholar, Department of Commerce, University of Jammu, IN

Abstract

The Indian retail business has been facing escalating competition, speedy technology adoption, and diverse customer profiles. Effective new product development, pricing, channel management, and marketing communications make up the marketing mix activities that define strong specialised marketing capabilities. The right choice of marketing capabilities can help retailers satisfy, retain, and edify long-term relationships with unshaken trust among their customers. Retail firms can achieve its objectives of a long-term relationship with the customers by successful implementation of various marketing capabilities. So, this research study explores various marketing capabilities, customer satisfaction, trust, and retention in the retail sector. The study is based on the responses obtained from customers and the analysis is performed through EFA. The results indicate eight types of marketing capabilities in the retail business. Indeed, there is a moderate level of satisfaction, trust, and retention in the retail business. The study provides implications for researchers, policymakers, and retailers.

Keywords

Marketing Capabilities, Trust, Customer Satisfaction, Retention, Retail Business

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