Postservice Recovery Customer Satisfaction in Indian Retail Banking: Scale Development and Validation

The construct of postservice customer satisfaction with respect to Indian retail banking has been studied. Furthermore, the development and validation of the postservice recovery customer satisfaction scale in Indian retail banking is detailed. The scale development process was carried out over three stages (item generation, scale purification, scale validation) and comprised of conducting depth interviews and focus groups for item generation and three separate phases of data collection, involving a total of 851 individual respondents. The data provide evidence for face, content, discriminant and convergent validity, dimensionality, reliability, and generalizability of the customer satisfaction scale in Indian retail banking.     

Executive Compensation: Excessive or Equitable?

The eighties and nineties have seen much debate about CEO compensation. Critics of CEO compensation support their contention of excessive and inequitable CEO pay based on a number of factors and premises. This paper examines the validity of these arguments. We show why many of these arguments fail to persuade, in part, because they attempt to determine propriety of CEO pay without having a definitive standard for comparison. Arguments based on comparisons between CEO pay and the pay of other individuals or jobs or between CEO pay and firm performance are shown to be an insufficient mechanism to determine the appropriateness of CEO compensation.     

Knowledge Management in Supply Chains: The Role of Explicit and Tacit Knowledge

We theorize, building on the knowledge‐based view and the theoretical distinction between explicit and tacit knowledge, that knowledge management capability across the supply chain manifests itself in explicit and tacit knowledge, which in turn effectuates supply chain performance. The model is tested with survey data from 195 small‐ and medium‐sized enterprises reporting on their primary supply chain. The results indicate that the supply chain's knowledge management capability manifests itself in both explicit and tacit knowledge, with the latter being influenced more strongly. Moreover, it was found that while both explicit and tacit knowledge influence supply chain performance, the latter exerts a significantly greater impact than the former. Exploratory post hoc analyses add robustness to these findings and investigate mechanisms inherent to the transformation of tacit into explicit knowledge. Overall, this research contributes to academic theory development in logistics and supply chain management by the dichotomization of knowledge types and the demonstration of their differential magnitude of effects, and to managerial practice by providing important guidance for logistics managers structuring their knowledge management efforts across supply chains.     

Properties of shrinkage estimators in linear regression when disturbances are not normal

This paper considers a class of recently developed biased estimators of regression coefficients and studies its sampling properties when the disturbances are not normally distributed. It has been found that the conditions of dominance of these estimators over the least squares estimator, under non-normality, are quite different than their well-known dominance conditions under normality. Some implications of the results are also discussed.     

Technological upgrading and energy demand scenarios for Indian railways—A system dynamics study

This paper presents a system dynamics model of the Indian railway system and generates probable scenarios of its performance up to the year 2011. The basic structure of the model, the relationships between the interacting variables, and the generic flow diagrams used for developing the model are discussed in detail. In generating the scenarios, probable changes in the railway system and in the national socioeconomic environment in which it works are considered. In particular, introduction of technological innovations in the railways and their impact on railway energy demand are examined in detail.     

Are Golden Parachutes an Optimal Contracting Response or Evidence of Managerial Entrenchment?: Evidence from Successful Takeovers

Two models that attempt to explain the adoption of golden parachutes are examined. The first model views golden parachutes as an optimal contracting response to a takeover, the other perceives them as an outgrowth of severe managerial entrenchment that results in contracts for the benefit of managers. Using a sample of 169 successful acquisitions of NYSE targets from 1981 through 1989, I document that targets that have adopted golden parachutes experience significantly higher excess returns around the announcement of a takeover than targets without these contracts. I find similar increased excess returns for the bidder/target portfolios. In addition, bidder excess return is independent of the existence of golden parachutes in targets. Additional results suggest that golden parachutes do not reduce managerial resistance to takeovers. The results are consistent with the managerial entrenchment hypothesis and inconsistent with the optimal contracting hypothesis. Sensitivity tests confirm these results.     

A comparison of the technical efficiencies of health districts and hospitals in Botswana

An attempt is made here to construct and present relative efficiency indices for the services rendered by health districts and specific hospitals in Botswana, using Stochastic Frontier Regression analysis and Data Envelopment Analysis. The analysis indicated that three districts - Kweneng East, Kgalagadi and Boteti - have efficiency scores below the optimum level. Among the 13 hospitals considered, Tsabong Primary Hospital was found to have an efficiency score of less than one. Since the health services involve a number of factors, these indices ought to serve as indicators for further scrutiny of those units (health districts and hospitals) that fall below the optimum efficiency level. The data used for the analysis are from the published material by the Central Statistics Office, Botswana for the year 1997. Health is considered one of the major concerns of the government of Botswana. As a consequence, the authors feel that this study will be useful to policy makers and health planners in giving them some kind of relative ranking among health districts and hospitals.     

Analyses of technical efficiency using SDF and DEA models: evidence from Nepalese agriculture

Alleviation of poverty is a central issue in Nepal. Given the limited stock of land and the infant/unorganized manufacturing sector, increased demand for food has to be satisfied by improving production efficiency. This article examines how this could be achieved. Stochastic distance function and data envelopment analysis models identify the existence of a high degree of technical inefficiency in Nepalese agriculture, suggesting that there is a substantial prospect of increasing agricultural productivity using the existing level of inputs and resources more efficiently. Among the three farm sizes in the data set, medium size farmers achieve a higher technical efficiency than large and small farm sizes, suggesting that productive efficiency can be increased with the encouragement of creating medium size holdings. The observed decreasing returns to scale also implies that productivity gains could be achieved by breaking up of large farms into small family farms. The technical inefficiency model suggests the potential for shifting the production frontier upwards by providing ownership of land, increasing farmers’ education and knowledge, and increasing land quality, including irrigation facilities.     

Free Cash Flow, Golden Parachutes, and the Discipline of Takeover Activity

We conjecture that golden parachutes are initiated when the agency cost of free cash flow is most severe. We examine the relation between golden parachutes and investment levels in firms that have been successfully acquired. Our results support these three conclusions. First, target firms overinvest prior to an acquisition when golden parachutes are present. Second, the acquirers of targets with golden parachutes reduce investment subsequent to the takeover. Third, the reversal in capital investment by the combined firm is correlated with the magnitude of the target's pre-acquisition overinvestment. The latter findings indicate the takeover acts as a disciplining mechanism with the acquirer reversing the target overinvestment subsequent to the acquisition     

Consumer's perceptions of and experiences with automated health related information services: an exploratory study

Almost all health care related organizations, including hospitals and pharmacies, have installed some sort of automated telephone system. Most of these organizations have installed this system to eliminate personnel, while at the same time promoting the fact that they will be helpful to the consumer. This study (comprising of 255 respondents) was designed to assess the consumer's perceptions and experiences with such automated systems. Our study clearly indicates that most individuals strongly agree that healthcare product and service information should be available via the telephone.