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Swarup, Kriti
- Linkages of Customer Oriented Selling with Emotional Intelligence and Organizational Commitment: Evidences from MNCs Operating in India
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Authors
Shruti Jain
1,
Kriti Swarup
2
Affiliations
1 Associate Professor, NIILM CMS
2 Assistant Professor, CMS,IILM AHL
1 Associate Professor, NIILM CMS
2 Assistant Professor, CMS,IILM AHL
Source
Drishtikon: A Management Journal, Vol 4, No 1 (2013), Pagination:Abstract
Growing Indian economy has led to huge focus of multinational business in India , it's been observed that the multinational companies find selling their product to Indian consumers most challenging aspect because of the various multiple subcultures and behavioural issue associated with different consumers at different levels. Most of the multinational companies tend to make good amount of expenses to training of sales professionals but then also sales professional in MNCs in India are found in situations where role clarity is required in order to overcome the role conflict ambiguity. They are generally expected to sell a firm's products and services to generate immediate profits, while simultaneously building customer satisfaction and promoting lifetime customers and the long-term economic viability of the firm. This concept of customer oriented selling The concept of customer-oriented selling illustrates the conflict, as salespeople are required to forgo immediate benefits in lieu of long term rewards. The purpose of this study is to find the linkages and relationship between the customer oriented selling, emotional intelligence and commitment of sales professional in MNCs operating in India ,it was found during the course of reviewing the literature that there is a paucity of survey research from psychological point of view on the Multinational company managers especially for a sample picked from India. The results indicate that a salesperson's customer orientation level is significantly related to emotional intelligence/innovation . Implications of the findings indicate that managers should consider using emotional intelligence as a selection and human-resource development tool, as improvements in emotional intelligence are correlated with greater levels of customer orientation.
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- Impact of Emotional Intelligence on Service Quality: Empirical Linkage Evidences from Indian Hotel Industry
Abstract Views :791 |
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Authors
Affiliations
1 (International Business) NIILM-Centre for Management Studies Greater Noida
2 (OB & HR) Greater Noida.
3 Greater Noida.
1 (International Business) NIILM-Centre for Management Studies Greater Noida
2 (OB & HR) Greater Noida.
3 Greater Noida.
Source
Journal of Hospitality Application and Research, Vol 6, No 2 (2011), Pagination: 3-16Abstract
Purpose of the Paper: Emotional Intelligence and Service Quality-this study was designed to examine the relationship between the said two variables. The purpose of this paper is to develop an empirically based comprehensive study for measuring the impact and develop linkages between the two.
Design/Methodology/Approach: This paper describes a procedure which explicates the employees' EI while dealing with the customers. Various factors were derived from extensive literature review & key informant interviews. While using empirical knowledge & tools, data was collected through a self administered questionnaire from the hotel industry comprising of leading Hotels in Delhi/NCR in various locations. 130 employees randomly drawn from 10 leading hotels constituted the study sample.
Findings: The crucial findings of the study revealed a significant relation between EI and Service quality. Findings suggested that EI could be used as an intervention to enhance Service quality. The five-dimensional structure of SERVQUAL was reconfirmed.
Practical Implications: The construct of this study can be used to meet the service quality expectations of business hotels' customers, where the linkage finds it's maximum usage. It represents a practical way to measure the service quality dimensions in hotel industry. The study can be a ground for search for any additional dimensions that should be included in the service 1. quality construct, and measure the level of importance of each specific dimension for the customers of the business hotels.
Originality/Value: More effort should be devoted to widen the horizon, to assess the role of EI for the service quality. This paper develops linkages which is complimentary to work that has preceded it. Findings, analysis and suggestions offer an alternative perspective as evidences for linkages.
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- Foreign Institutional Investment in the Indian Securities Market
Abstract Views :322 |
PDF Views:0
Authors
Shruti Jain
1,
Kriti Swarup
2
Affiliations
1 Associate Professor, NIILM CMS
2 Assistant Professor,IILM CMS
1 Associate Professor, NIILM CMS
2 Assistant Professor,IILM CMS
Source
Drishtikon: A Management Journal, Vol 2, No 1 (2010), Pagination:Abstract
The Indian Markets have been the hotspot for investment. The continuous boom of the Indian markets had allured the domestic investment community and also increased the foreign investment. The major portion of investment in Indian markets is always attributed to the institutional players amongst whom the foreign investors are of primary significance. India being a capital scarce country, has taken a lot of measures to attract foreign investment and it opened up the economy for foreign capital after experiencing the foreign exchange crisis in 1990s. The continuous boom of the Indian markets had allured the domestic investment community and also increased the foreign investment. The major portion of investment in Indian markets is always attributed to the institutional players amongst whom the foreign investors are of primary significance. On September 14, 1992 India opened its doors to FIIs for investment in equity and debt securities. Since then, there have been large-scale investments by FIIs. However, their investment pattern has been characterized by wide fluctuations and has largely been unpredictable. This often created volatility in the market with unexpected results. In the present study, we are trying to analyze the trend and pattern of FII investments in the Indian securities market. For this, annualized data of Foreign Institutional Investments in equity and debt market have been reviewed and analyzed.Keywords
Foreign Institutional Investors, Securities Market, Equity, Debt, NIFTYReferences
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- Globalization and Economic Asymmetries
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Authors
Shruti Jain
1,
Kriti Swarup
2
Affiliations
1 NIILM CMS, IN
2 CMSIILM AHL, 53, Knowledge Park V, Greater Noida, IN
1 NIILM CMS, IN
2 CMSIILM AHL, 53, Knowledge Park V, Greater Noida, IN
Source
Review of Professional Management- A Journal of New Delhi Institute of Management, Vol 9, No 1 (2011), Pagination: 33-45Abstract
The impact of globalization has been so deep and diverse that the different groups of people have different notions of globalization. Economic growth is primarily the result of gains from trade, capital investment, and the discovery of improved products, lower-cost production methods and better ways of doing things. Globalisation opens up these opportunities for the participating countries. The paper presents the various dimensions of globalization. The paper then develops econometric model to access the impact of Globalisation on the indices constructed on the basis of four variables such as merchandies trade, GDP per capita, GNI per captia adjusted with PPP and trade balance. The paper also discusses the underlying dynamics, the stages and process of globalization in general and in particular India as a developing country. The paper tries to understand the current status of globalization and its impact on income and development at global level with the help of econometric analysis. Our empirical analysis is based on techniques of vector autoregressive (VAR) methods, namely, Granger causality (henceforth GC) and impulse response (henceforth IR) analyses.Keywords
Globalization, Asymmetries, Economic Development, Developing Countries, Vector Autoregressive, Granger Causality, Impulse Response.Full Text