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Purpose This study aims to develop a framework for the action hierarchy of sustainability practices and financial performance and their optimal combination for supplier evaluation and selection in business-to-business (B2B) for the Indian manufacturing industry. Design/methodology/approach Through the extensive literature review followed by comprehensive interviews conducted using the Delphi methodology with professionals, this study attempts to represent the interactions of the sustainability practices and financial performance factors on B2B buying behaviour using a graph-theoretic approach. Findings The contribution of environmental, social, economic and financial performance to B2B buying behaviour is obtained quantitatively in the context of the Indian manufacturing industry. Research limitations/implications This study considers inputs from the Indian manufacturing industry, which may vary significantly based on the type of industry and geographical locations. Practical implications This study provides a direction to prioritize their supplier evaluation and selection criteria for sustainability practices and financial performance with quantifiable rationale. Originality/value The study seeks to encourage manufacturing industries to plan their actions by quantifying the intangibles through a systematic approach.

The aim of study is to prioritize resilient capabilities required for an Industry 4.0 manufacturing business. These capabilities are prioritized considering the barriers faced by their supply chains in becoming resilient. After the review of literature and discussion with experts from the case company and other supply chain professionals, the barriers and resilient capabilities were shortlisted. The study utilized a hybrid of AHP-fuzzy TOPSIS technique to provide weights to the criteria variables (here barriers) and rank the alternatives (here resilient capabilities). Five criteria of barriers were identified for the purpose of the study, namely, strategic barriers, technological barriers, cultural barriers, individual barriers, and organizational barriers. Twenty-three subcriteria were identified for these barriers. Six capabilities were decided upon to be prioritized out of which planning capabilities were obtained to be the most important followed by collaborative, agile, supply chain design modification capability, interoperability, and supply flexibility. The study attempts to fill the gap identified in the literature regarding the lack of studies on supply chain resilience barriers. It therefore provides a realistic framework to prioritize the resilience capabilities required for mitigating such barriers.

PurposeThe present study aims at developing a model to quantify supply chain resilience as a single numerical value. The numerical value is called resilience index that measures the resilience capability of the case company's supply chain. The model calculates the index value based on the interactions between the enablers of supply chain resilience and its dimensions.Design/methodology/approachGraph theoretic approach (GTA) is used to evaluate the resilience index for the case company's supply chain. In GTA, the dimensions of resilience enablers and their interdependencies are modelled through a digraph. The digraph depicting the influence of each dimension is converted into an adjacency matrix. The permanent function value of the adjacency matrix is called the resilience index (RI).FindingsThe proposed approach has been illustrated in context of an Indian automobile organization, and value of the RI is evaluated. The best case and the worst-case values are also obtained with the help of GTA. It is noted from the model that strategic level dimension of enablers is most important in contributing towards supply chain resilience. They are followed by tactical and operational level enablers. The GTA framework proposed will help supply chain practitioners to evaluate and benchmark the supply chain resilience of their respective organizations with the best in the industry.Originality/valueA firm can compare the RI of its own supply chain with other's supply chain or with the best in the industry for benchmarking purpose. Benchmarking of resilience will help organizations in developing strategies to compete in dynamic market scenario.

PurposeThe study tries to identify the barriers influencing supply chain resilience and examine the inter-relationships between them. These relationships are built on the basis of how one barrier drives or is driven by the changes in another barriers.Design/methodology/approachIn the first phase, literature review and with due discussion with experts, the barriers have been identified and shortlisted for an Indian automotive case company. In the second phase, total interpretive structural modelling (TISM) has been applied to examine inter-relationships between the barriers for an Indian automobile case company. Matrice d'impacts croisés multiplication appliquée á un classment (MICMAC) analysis has also been performed to analyse the driving and dependence power of the barriers.FindingsIn total, 11 barriers are identified from the first phase of the study. In the second phase, the TISM digraph is created which qualitatively explains the reason behind how one barrier leads to another. MICMAC analysis classifies these variables in four clusters namely autonomous, linkage, dependent and independent. These clusters characterise the barriers based on their driving and dependent power which helps managers in strategically tackling them while taking understanding from the TISM digraph.Research limitations/implicationsThree research implications can be made from the study. First, a comprehensive definition of supply chain which helps in understanding of resilience based on disruption phases and recovery. Second, 11 barriers are identified which hinder resilience in automotive sector. Their relationships are modelled using TISM which also gives why a particular relationship exists. Last, MICMAC analysis classifies barriers based on how high or low the driving and dependence power exists.Practical implicationsThe study offers significant implications for supply chain managers helping them in building resilience by identifying barriers and reducing their effect. Barriers are identified for case company which might help managers to tackle them during disruptions. The final TISM digraph depicts the “why” between the inter-relationships between the barriers to resilient supply chains. TISM shows that non-commitment of top management is the major root barrier which has been causing the other problems. MICMAC analysis is also performed along with discussion as to how autonomous, linkage, dependent and independent barriers can be tackled to build resilience.Originality/valueTISM is considered as an effective methodology for conceptual framework development as it also explains “why” between the relationships besides explaining the “what” as against ISM. Identification and understanding of barriers and their interrelationship will help supply chain managers to analyse the influence and inter-dependence of barriers on the resilience of the supply chain. Such understanding will help in mitigating/averting these barriers hence improving the resilience capability. It also adds to the knowledge base in the area of supply chain resilience where several authors have pointed the lack of research.

PurposeThe study aims at creating a sequence of implementing supply chain enablers to achieve a greater efficiency in the combination by establishing relationship among them.Design/methodology/approachTo build resilience capability in supply chain, enablers have been first identified through literature review and experts' opinion. The shortlisting of enablers is done in a brainstorming session having experts from academia and industry. The methodology Automated Layout Design Program (ALDEP), which is being used for creating facility layout, is applied to understand the relationship among the enablers for a resilient supply chain.FindingsThe methodology ALDEP is applied to explore relationship among five enablers shortlisted after discussion with experts. The layout matrix with the highest score between enablers is taken as a basis to establish relationship between two enablers that an organization can use to build a resilient supply chain.Originality/valueThe study uses a novel method helping organizations to build resilient supply chains. This study will not only provide a starting point but also provide an entire model for building a resilient supply chain.

PurposeThe purpose of this paper is to suggest a methodology for evaluating the effectiveness of the flipped classroom (FC) model over traditional lecture-based teaching. It also proposed a tool to measure students’ perception toward the flipped approach in context of Indian management education.Design/methodology/approachThis study employs an experimental research design to assess the effectiveness of the FC pedagogy over traditional teaching methods. Both qualitative and quantitative research methods are used in order to judge student engagement, content understanding, students’ perception and student academic performance. Experimental research design, along with survey research, is implemented in order to judge the students’ perception toward FCs.FindingsThe study proposes a six-dimensional tool to measure learning in an FC setting. These dimensions are as follows: students’ in-class involvement, comprehensive content understanding, students’ academic performance, students’ cognitive capabilities, collaborative learning environment and students’ inclination toward teaching and learning process. Results of this research are promising and encouraging toward the adoption of the FC model.Research limitations/implicationsThe present research work is limited to assess the effectiveness of FC teaching for a management subject. Future studies may be carried out in other management subjects and other streams.Practical implicationsThe present study provides several valuable insights for future researchers, academicians and management institutions. Although implementation of flipped approach leads to a collaborative learning environment and prepares students for self-learning, it also offers educationalists to remodel their teaching pedagogy as per students’ learning and understanding needs.Originality/valueThe research demonstrates the successful implementation of qualitative and quantitative research techniques to evaluate the effectiveness of FC model in context of management education in India.

There are numerous studies on food loss on the demand side examining consumer behavior towards food choice and food waste generation at the household level. In this paper, we target food loss on the supply side, with a focus on the industrial food processing environment. More specifically, we map food loss in each processing stage, that is sustainable operations. Primary data were conducted through a survey (complemented with observations and documentary analysis) in 47 food processing companies in Belgium to identify hotspots and quantify food loss. The findings show that processing is by far the most important food loss hotspot. While transportation, changeover, interrupted production, human errors and product effects at this stage often lead to substantial or excessive losses, causes of food loss during packaging and before or after production have a smaller impact. At subsector level, however, there are substantial differences with respect to the most important causes. The originality of this research can be evaluated in three ways: one, identifying hotspots of food loss in the industrial processing environment; two, measuring the magnitude of losses across different product categories and causes and three, how sustainable operations plays a significant role in food loss prevention.

Purpose The mobile phone industry in India is highly competitive, fast paced and technology-driven. In such a hyper competitive era, effective advertising is considered a key success driver for a mobile phone brand. The purpose of this paper is to identify advertisement effectiveness dimensions for Indian mobile phone industry and to develop hierarchical interrelationships among these dimensions in the Indian print context. Design/methodology/approach Structured Delphi approach is used to derive the set of dimensions for advertisement effectiveness. Further, techniques such as interpretive structural modeling and MICMAC analysis are used to establish hierarchical linkages among identified dimensions. Findings On the basis of experts’ opinion, refinement through structured Delphi resulted in the identification of 14 advertisement effectiveness dimensions specific to Indian mobile phone industry. Interpretive structural modeling assisted in the development of linkages among these identified dimensions based on their interrelations. Further, attention, relevance, excitability, liking and consumer preference, etc., turned out to be the dimensions of utmost importance for measuring advertisement effectiveness for the Indian mobile phone industry. Research limitations/implications The present research work is limited to the recognition and development of hierarchical interrelationships among advertisement effectiveness dimensions specific to mobile phone business in the Indian print context only. Further studies may be carried out for other product or service category in some different media context. Practical implications The present research has several significant implications for academics and advertising practitioners involved in designing and developing promotional campaigns for mobile phone brands in India. The identified 14 dimensions and developed hierarchical model provide valuable insights for improving advertisement effectiveness. Originality/value This paper demonstrated successful implementation of Delphi and interpretive structural modeling technique to explore the research area of advertisement effectiveness.

The Objectives of this paper are to use Interpretive Structural Modeling (ISM) for establishing interrelationships among the enablers of supply chain competitiveness. This paper develops an interrelationship among these enablers in a hierarchal form using ISM. At one side, this paper try to analyses a less explored area of supply chain competitiveness, on the other side, the paper throws some light on the introduction and use of a strong tool i.e. ISM, to develop relational models of variables of any system or network.

The aim of this study is to present an overview of the technological advances in the field of robotics developed for assistance with activities of daily living (ADL), and to present areas where further research is required. Four databases were searched for articles presenting either a novel design of one of these personal care robotic system or trial results relating to these systems. Articles presenting nine different robotic personal care systems were examined, six of which had been developed after 2005. These six also all have publications relating to their trials. In the majority of trials, patient independence was improved with operation of the robotic device for a specific subset of ADL. A map of the current state of the field of personal care robotics is presented in this study. Areas requiring further research include improving feedback and awareness, as well as refining control methods and pre-programmed behaviors. Developing an affordable, easy to use system would help fill the current gap in the commercial market.

The application of VSM is a proven approach for lean-based improvements. Typically, this becomes challenging, when applied for complex production environments. The purpose of this research is to demonstrate, how with some approximations and simplifications in VSM application, lean can be successfully achieved in these environments. The research follows case study method and systematically guides about the segregation and treatment of non-value-adding(NVA) and value-adding (VA) activities of heavy-duty industrial power transformer making process. The focal company operates in engineer to order (ETO) and high-mix low-volume (HMLV) environments. With a research team using gemba walks and systematic questioning technique, relevant data were collected for mapping. Taguchi method was also applied for one of the critical steps, which was influencing cycle time and energy requirements. The generalisable findings endorse the strengths of approach for lean by addressing wastes and cycle time reduction. The study establishes that VSM application-based lean messages remain same for both simple and complex environments. It also exposes that non-compliance of VSM assumptions' and micro-concepts' are the root causes for application complexities. The study also offers useful insights and practical guidelines to facilitate lean in ETO, construction and HMLV production environments. Scopus

Due to the increasing rates of chronic diseases and an aging population, the use of assistive devices for ambulation is expected to grow rapidly over the next several years. Instrumenting these devices has been proposed as a non-invasive way to proactively monitor changes in gait due to the presence of pain or a condition in outdoor and indoor environments. In this paper, we evaluated the effectiveness of a multi-sensor cane in detecting changes in gait due to the presence of simulated gait abnormalities, walking terrains, impaired vision, and incorrect cane lengths. The effectiveness of the instrumented cane was compared with the results obtained directly from a shank-mounted inertial measurement unit. Results from 30 healthy participants obtained while simulating gait abnormalities and walking over different terrains demonstrated the ability of the cane to reliably and effectively discriminate among these walking conditions. Moreover, the results obtained while walking with impaired vision and incorrect cane lengths indicate the ability of cane to detect changes in gait during these scenarios as well.

Pattern recognition based myoelectric control has been widely explored in the field of prosthetics, but little work has extended to other patient groups. Individuals with neurological injuries such as spinal cord injury may also benefit from more intuitive control that may facilitate more interactive treatments or improved control of functional electrical stimulation (FES) systems or assistive technologies. This work presents a pilot study with 10 individuals with cervical spinal cord injury between A and C on the American Spinal Injury Association Impairment Scale. Subjects attempted to elicit 10 classes of forearm and hand movements while their electromyogram (EMG) was recorded using a cuff of eight electrodes. Various well-known EMG features were evaluated using a linear discriminant analysis classifier, yielding classification error rates as low as 4.3% ± 3.9 across the 10 classes. Reducing the number of classes to five, those required to control a commercial therapeutic FES device, further reduced the error rates to (2.2% ± 4.4). Results from this study provide evidence supporting continued exploration of EMG pattern recognition techniques for use by high-level spinal cord injured populations as a method of intuitive control over interactive FES systems or assistive devices.

Purpose – The purpose of this paper is to understand the role of economic and social factors influencing the logistics cost for the Indian steel sector and its relationship with the service quality. Design/methodology/approach – A structured questionnaire survey is used for the data collection in this research. The questionnaire included different elements of logistics cost on inbound and outbound logistics, and service quality. Findings – This research identified various significant elements of logistics cost for Indian steel sector and observed its relationship with transportation cost, warehousing cost and administrative cost. The findings of this study showed positive relationship between logistics cost and service quality. Research limitations/implications – The data for this study is cross-sectional; it is recommended that future studies can gather it longitudinally. This will help in gaining deeper understanding of the cause and effect relationship among the variables. The findings of this study are very useful in identifying the suitable training directions. Practical implications – Logistics is very critical factor in deciding the competitiveness of steel sector globally. Particularly for steel manufacturing the inbound logistics is more critical as compared to outbound logistics both in terms of volumes and costs. Social implications – For the Indian steel manufacturing companies, the logistics cost is very high as compared to other developed countries. Total logistics cost on inbound movements taken into consideration is around 16-18 per cent of material turn-over whereas; the world average is around 7-8 per cent. Originality/value – To the best knowledge of the authors, this study is the first attempt to study the relationship of logistics cost elements on the service quality in the context of Indian steel manufacturing sector. The logistics cost in steel industry is considered as one of the top performance measurement of the entrepreneur in this research.

Purpose – In today’s highly competitive business scenario, advertising symbolizes one of the key marketing activities. The purpose of this paper is to understand the relationship between advertisement effectiveness and consumer buying behavior for major automobile companies of central India. Design/methodology/approach – A judicious mix of qualitative (focus group and Delphi technique) and quantitative (structured questionnaire survey) research methods was used for the present study. Findings – Study found that for automobile sector, effective advertisements have a positive impact on consumer buying behavior. It suggests that customer’s attitude can be shaped favorably through effective advertising. Automobile companies must arrange special training sessions and learning programs for their sales force to ensure supportive customer purchasing behavior. Research limitations/implications – The scope of the present study is limited to major automobile companies of central India only. Although, the findings can be interpreted and generalized in a global business scenario. Originality/value – The research work is first of its kind that attempts to study the impact of effective advertising on consumer buying behavior in Indian automobile context. The findings and recommendations can be used for strategic planning of training sessions and workshops for different stakeholders in automobile industry.

Increases in the rates of chronic disease and an aging population have created a demand for new forms of preventative care and proactive health monitoring technologies. While senior populations may be hesitant to adopt wearable technologies, the ability to retrofit assistive devices already in use by the individuals may provide a major stepping stone for increased adoption rates and monitoring abilities. Design of such systems often exhibit challenges with respect to sensor selection, placement, and consequently, reliability and usability of the system in real-world environments. As part of a growing line of smart assistive devices, this work presents a proposed design for a multi-sensor walker with pilot data collected and tested in a real-world environment, including outdoors. Preliminary analysis of results demonstrates the ability to determine levels of activity and environments, important factors related to health and wellness and risk of falls.

Individuals with mobility impairments related to age, injury, or disease, often require the help of an assistive device (AD) such as a cane to ambulate, increase safety, and improve overall stability. Instrumenting these devices has been proposed as a non-invasive way to proactively monitor an individual&rsquo, s reliance on the AD while also obtaining information about behaviors and changes in gait. A critical first step in the analysis of these data, however, is the accurate processing and segmentation of the sensor data to extract relevant gait information. In this paper, we present a highly accurate multi-sensor-based gait segmentation algorithm that is robust to a variety of walking conditions using an AD. A matched filtering approach based on loading information is used in conjunction with an angular rate reversal and peak detection technique, to identify important gait events. The algorithm is tested over a variety of terrains using a hybrid sensorized cane, capable of measuring loading, mobility, and stability information. The reliability and accuracy of the proposed multi-sensor matched filter (MSMF) algorithm is compared with variations of the commonly employed gyroscope peak detection (GPD) algorithm. Results of an experiment with a group of 30 healthy participants walking over various terrains demonstrated the ability of the proposed segmentation algorithm to reliably and accurately segment gait events.

Electrical Discharge Machining (EDM) is a non-conventional machining process, which is popular to make dies and moulds in manufacturing industry. This paper presents the machining work of powder mixed EDM on HcHcr D2 tool steel, which produces better results than conventional process. MMC electrodes are widely used in the industry therefore attempt has been made to see the effect of Al SiC composite in PMEDM. Nickel and chromium powders were used as additives in dielectric fluid. Pulse on time, current, voltage and duty cycle of EDM were chosen as design variables to see the effect on response factors in terms of Material Removal Rate (MRR) and Tool Wear Rate (TWR). Full factorial design and ANOVA has been used to plan and analyse the experiment. The most important variables affecting selected response measures are identified and effects of additive variations have been observed. Result shows the positive influence of the Nickel and Chromium powders for the improvement of material removal rate and tool were rate. The parametric optimization’s results from this study will be useful for EDM industry to select appropriate design parameters and levels.

A valid non human primate model of traumatic spinal cord injury (TSCI) is essential to evaluate and develop new treatments. In previous experiments, it has been demonstrated that a transmitter can be implanted in the macaque fasicularis monkey that measures electromyographic data from the musculature of the tail. As well, previous experiments have demonstrated that selective lesions can be created in the lower thoracic spinal cord that does not cause limb weakness and/or bowel dysfunction. The histopathological features of these lesions appear similar to human TSCI. This paper describes a method by which the EMG data can be transformed into a quantitative metric of volitional limb movement (“Q”). This metric permits an objective assessment of injury, natural recovery as well as potential efficacy of candidate treatments.

Spasticity is a common impairment following an upper motor neuron lesion in conditions such as stroke and brain injury. A clinical issue is how to best quantify and measure spasticity. Recently, research has been performed to develop new methods of spasticity quantification using various systems. This paper follows up on previous work taking a closer look at the role of transversal forces obtained via rehabilitation robot for motions in the para-sagittal plane. Results from 45 healthy individuals and 40 individuals with acquired brain injury demonstrate that although the passive upper motions are vertical, horizontal forces into and away from the individual's body demonstrate a relationship with the Modified Ashworth Scale. This finding leads the way to new avenues of spasticity quantification and monitoring.

Introduction Assessment of velocity dependent resistance (VDR) can provide insights into spasticity in individuals with upper motor neuron syndrome. This study investigates the relationship between Modified Ashworth scores and a biomechanical based representation of VDR using a rehabilitation robot. Comparisons in VDR are made for the upper limb (UL) between individuals with acquired brain injury and healthy controls for the para-sagittal plane. Methods The system manipulates the individual’s limb through five flexion and extension motions at increasing speeds to obtain force profiles at different velocities. An approximation of VDR is calculated and analyzed statistically against clinical scales and tested for interactions. Results All individuals (aged 18–65), including healthy controls exhibited VDR greater than 0 (P Conclusion The robot can detect and quantify VDR that captures information relevant to UL spasticity. Results suggests a better categorization of VDR is possible and supports further development of rehabilitation robotics for assisting spasticity assessment.

In the past decade, much has been written about total quality management (TQM) in manufacturing; however, less attention has been paid to the education sector. In this paper, 13 principles of TQM implementation have been identified using the Delphi technique and applied to engineering education. A relationship among these principles is developed using interpretive structural modelling (ISM) methodology. It helps in identifying the hierarchy of actions to be taken to improve the quality of engineering education. Categorisation of these principles based on their driving power (principles which hold other principles) and dependence (principles which are dependent on other principles) have also been examined for TQM implementation to study the driving power and dependence power of these principles. The objective is to determine a roadmap of TQM implementation and categorise TQM principles based on their driving power for quality improvement in engineering education with the use of an ISM-based model. The resu...

The purpose of this study is to explore the dimensions of e-service quality (e-SQ) in the context of the Indian banking sector and establish its relationship with customer satisfaction. Using a structured questionnaire, data was collected from 323 bank's customers. Exploratory factor analysis (EFA) and confirmatory factor analysis (CFA) were used to evolve a validated factor structure for measuring e-SQ in the Indian banking sector. Multiple regression analysis was used to assess the relations between e-SQ and customer satisfaction. The study identified a nine factor structure to measure e-SQ. The study also identified a positive relationship between e-SQ and customer satisfaction. The findings of this study can be used as a basis to provide the guidelines for improvement and training in e-SQ and would prove to be very useful to professionals. The findings have scalability from a single branch of the bank to the bank as a whole. This study is the first attempt to assess e-SQ dimensions in the Indian banking context using primary data. Copyright - 2019 Inderscience Enterprises Ltd. Scopus

With the accelerated pace of change the organizations are striving towards delivering product and services better then their known competitor. This is essential for their survival and sustainability. In this era of rapid changes, acquisitions and mergers, fast product changes, increasing customer demands, global pressures, information technology, the organizations need to continuously measure and monitor the quality delivered to the end customer. The ever changing demands of customers further makes the organizations working as a complex job. While, the future trends in the manufacturing can be predicted, but for the services it becomes difficult to predict on account of factors like perishability, heterogeneity, and intangibility. In such a scenario TQM becomes important. The orientation towards TQM helps in dealing with not only external pressures (customers, suppliers and distributors/dealers etc) but also with in organization (internal employees). Further, Today's economies are dominated by service industries; typically Indian GDP has more percentage of services as compared to manufacturing (www.indianbusiness.nic.in). This accelerated rise in this sector is mainly derived from the pressures of liberalizations and privatization. For example, the education, fast foods, retails, telecommunications, transportation and banking sectors have shown higher growths in the past decade The review of literature highlighted that the studies towards service sector in India are very few. In the developing economies of India, where services contribute a major portion of Indian GDP, the management can't be left on the chance; rather there is a need for its systematic management. In this light the present paper gains importance. Further, the present paper is proposed to study the drivers of TQM in the context of Indian service industries. The present paper is an attempt to highlight challenges and opportunities in Indian service sector. This paper will benefit researchers and practitioners to suggest the directions for growth and also it will help in identifying the areas of weakness and the ways for improvements.

PurposeThe purpose of this paper is to identify and address various wastes in the supply chain of the edible cottonseed oil industry (specifically the processing side) using a value stream mapping (VSM) approach to improve productivity and capacity utilization in an Indian context.Design/methodology/approachCritical observations and interviewing techniques were used with open‐ended questions to understand the processes involved in the value chain of the cottonseed oil industry. Different chain links/members were investigated through personal visits and discussions. VSM is applied as an approach to the industry to identify and remove non‐value‐adding (NVA) activities.FindingsMajor findings obtained from the study are as follows. There is an excess cumulative inventory of 244 days in the whole supply chain. The industry is highly fragmented with a large number of small players present, which hampers the use of economies of scale. There are NVA activities present in the supply chain such as the moving of cottonseed oil from expeller mill to refinery. The industry still uses outdated technology which hampers the productivity.Practical implicationsAttention needs to be given to boosting the productivity of the oil sector. Waste removal from the oilseed‐processing sector is one key to improving the productivity of the sector.Originality/valueThe paper addresses the various wastes in the processing side of the supply chain of the Indian cottonseed oil industry, using VSM as an approach which was hardly ever attempted before. Wastes are then individually attacked to reduce or eliminate them from the system. Suggestions to make the whole chain more productive can be generalized and can be replicated in the context of other developing countries.

Rapid liberalization of education sector in India has resulted in increased competition. As a result, we have witnessed rapid rise in number of management institutes. The student's evaluation about an institute/college is based on multiple criteria. Realizing the need a focused review on the literature was made to understand the subject. The review highlighted that conventional methods for B-school evaluation are inadequate for dealing with the imprecise, uncertain or vague nature of linguistic assessment. To overcome this difficulty, due to MCDM problem, Fuzzy multi-criteria decision-making methods are proposed. The aim of this study is to use fuzzy technique for order preference by similarity to ideal solution (TOPSIS) and Analytical Hierarchal process (AHP) methods for the selection of better B-school. The proposed methods have been applied to a B-School selection problem of the students of NCR and results are presented. This chapter contributes to previous researches by adding a new avenue, where the MCDM technique can be useful. The selection of an institution for getting a professional degree is a very tough task for the students and as well as for their guardians. This method can help them to find a better solution by providing a quantitative framework.

The objective of present research paper is to highlight the importance of measuring advertisement effectiveness in print media and to develop a conceptual model for advertisement effectiveness. The developed model is based on dimensions on which advertisement effectiveness depends and on the dimensions which are used to measure the effectiveness. An in-depth and extensive literature review is carried out to understand the concept of advertisement effectiveness and its various determinants in context of print media. Based on the insights gained, a conceptual framework for advertisement effectiveness is presented. The model is an attempt to uncover the relatively less explored area of advertisement effectiveness in Indian advertising scenario. It is believed that present work will encourage scholars and academicians to further explore the area and will offer conceptual assistance and a fresh direction in the domain of advertisement effectiveness., {"references":["M.T. 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PurposeThe objective of this paper is to propose a model for assessing the quality of service at various interfaces of supply chain using third party logistics.Design/methodology/approachBased on a rich combination of extensive literature review and insights gained through exploratory interviews, gap analysis methodology is used in developing the model. This was followed by an in‐depth analysis of gaps at various interfaces in supply chain. Further, both qualitative and quantitative techniques are suggested for data collection and analysis.FindingsThe key gaps in both the directions (forward and reverse) that are likely to affect the service quality at different levels are extensively defined. These gaps may exist between a 3PL service provider and the manufacturer, the marketing function and the 3PL service provider, etc. The paper also proposes frameworks such as data envelopment analysis for measurement of these gaps. A set of possible performance indicators is also proposed at various interfaces in supply chain.Practical implicationsThis proposed model is an attempt to explore the relatively less explored area. It is expected that this research will further motivate researchers to work in this area. This supply chain service quality tool will be beneficial to practising managers in identification of opportunities for improvements in service quality.Originality/valueThis paper explores some critical issues in the less explored area and offers practical help to researchers and practitioners in providing a direction for supply chain service quality improvement.

The objective of this research is to derive supplier service quality dimensions in the context of supply chain. Initial service quality dimensions were derived from an extensive literature review on the subject followed by refining through a series of procedures needed for scale development. Data was collected from 117 working executives of manufacturing organisations in India. The respondents were asked to assess supplier service quality in supply chain based on the perception and expectation scales. Further, data was summarised for respondents stating a high level of external service quality. Factor analysis resulted in a seven-factor structure as representative of supplier service quality in supply chain. The SSQSC tool will be beneficial to practising managers in identification of opportunities for improvements in supplier service quality.

PurposeThe purpose of this paper is to highlight the importance of the concept of service quality in a supply chain and present a framework for its measurement.Design/methodology/approachA literature review was conducted on key service quality models and measurement issues. Various dimensions related to the quality of service were explored. This was followed by in‐depth exploratory interviews at different levels. Based on the insights gained, a conceptual framework for measurement of quality of service in supply chain is presented.FindingsThe paper presents a conceptual model of service quality in supply chains based on gap analysis. These gaps are bi‐directional. The bi‐directional gaps cover both inter‐ and intra‐organizational transactions in the supply chain. They include the gap between supplier and focal firm, focal firm and distributor, and distributor and customer. Further, implications of various factors such as economic, politico‐legal, technical, socio‐cultural, competition, demographic are also highlighted. A novel methodology for the measurement of these gaps using various tools such as quality loss function, data envelope analysis, etc. is also presented along with segregating indicators in three categories, namely, quality of service indicators, quality of service and performance indicators, and performance indicators.Research limitations/implicationsThe assessment of quality of service in the supply chain is an attempt to cover the relatively less explored area. It is expected that this research will further motivate researchers to work in this area. This service quality framework will be beneficial to researchers and practicing managers in identification of opportunities for improvements in service quality.Originality/valueThis paper explores research in the less explored area and offers practical help to researchers and practitioners in providing a direction for service quality improvement in the supply chain.

PurposeThe main objective of this paper is to critically appraise various service quality models and identify issues for future research based on the critical analysis of literature.Design/methodology/approachThe paper critically examines 19 different service quality models reported in the literature. The critical review of the different service quality models is intended to derive linkage between them, and highlight the area for further research.FindingsThe review of various service quality model revealed that the service quality outcome and measurement is dependent on type of service setting, situation, time, need etc factors. In addition to this even the customer's expectations towards particular services are also changing with respect to factors like time, increase in the number of encounters with a particular service, competitive environment, etc. This paper provides a rich agenda for future research in the subject.Research limitations/implicationsThis research developed a linkage between the different service quality models.Practical implicationsThe growth of literature in the field of service quality seems to have developed sequentially, providing a continuous updating and learning from the findings/observations of predecessors. This paper provides new directions to service quality researchers.Originality/valueThis paper explores new directions in service quality research and offers practical help to researchers and practitioners in providing a direction for service quality improvement.

Managing quality in schooling system has always been a debate and area of concern for both researchers and practitioners. Managing quality in schools is very complex and demands for considering attention of stakeholders, the school management, non-teaching staff and of course, the government, and regulators. It is therefore, important that the quality of schools is continuously evaluated, monitored and improved for gaining competitiveness. This paper makes an attempt to identify such TQM criteria especially for Indian schooling system. This study adopts structured Delphi technique through consultation with a 26-member team of top experts. Ten TQM implementation measures and six performance measures have been identified for in Indian schools. These TQM measures can further be used to formulate a framework for the implementation of TQM practices in schools. This paper demonstrates how the structured Delphi method can be used to investigate and identify TQM constructs and performance measures for Indian schools.

E-service quality plays a significant role to achieve success or failure in any organization, offering services online. It will increase the competition among the organizations, to attract the customers on the basis of the quality of service provided by the organization. Better e-service quality will enhance the relationship with customers and their satisfaction. So the measurement of eservice quality is very important but it is a complex process due to the complex nature of services. Literature predicts that there is a lack of universal definition of e-service quality. The e-service quality measures in banking have great importance in achieving high customer base. This paper proposes a conceptual model for measuring e-service quality in Indian Banking Industry. Nine dimensions reliability, ease of use, personalization, security and trust, website aesthetic, responsiveness, contact and fulfillment had been identified. The results of this paper may help to develop a proper scale to measure the e-service quality in Indian Banking Industry, which may assist to maintain and improve the performance and effectiveness of e-service quality to retain customers.

In today’s highly competitive, dynamic and technology driven business circumstances, marketers are under steady pressure to deliver the best. Organizations are continuously improving and upgrading themselves to meet customer expectations and demands. Technology has not only changed the way in which business is done in modern times but has also transformed the way to reach out to target audience. Marketers have identified most recent media options to communicate and convince potential customers. Numerous scholars have studied the research domain of advertising and have tried to recognize different measures of advertisement effectiveness in context of various media. The objective of this paper is to critically review accessible literature on advertisement effectiveness in context of varied advertising media, recognize major gaps in the literature and identify future research prospects on the basis of critical analysis of literature.