Search

Waiting is a ubiquitous constituent of many purchase situations. This research investigates the emotional discomfort experienced by customers visiting retail stores in India throughout the checkout process, focusing on three distinct phases: before joining the queue, while waiting, and during billing. The study examines the circumstances and underlying factors that lead to emotional discomfort among customers while they wait at the checkout counter. A cross-sectional survey involving 385 participants was undertaken to evaluate perceptions related to the waiting experience. Structural Equation Modeling (SEM) was utilized to validate the conceptual model. The study uncovers diverse contributors to emotional discomfort during queueing, such as extended wait times, physical constraints, and perceived time prolongation, highlighting the multifaceted nature of this experience. Notably, the absence of a significant link between emotional discomfort and overall satisfaction implies that, while emotional discomfort is a factor, other elements such as pricing, promotions, and product offerings may exert a more significant influence on customers’ comprehensive satisfaction assessments. The research makes a significant contribution by shedding light on the challenges associated with prolonged waiting times at checkout counters in multi-brand food and grocery retailers. The results provide valuable insights into the emotional experiences of customers during waits and their impact on overall shopping satisfaction.

Waiting is a ubiquitous constituent of many purchase situations. This research investigates the emotional discomfort experienced by customers visiting retail stores in India throughout the checkout process, focusing on three distinct phases: before joining the queue, while waiting, and during billing. The study examines the circumstances and underlying factors that lead to emotional discomfort among customers while they wait at the checkout counter. A cross-sectional survey involving 385 participants was undertaken to evaluate perceptions related to the waiting experience. Structural Equation Modeling (SEM) was utilized to validate the conceptual model. The study uncovers diverse contributors to emotional discomfort during queueing, such as extended wait times, physical constraints, and perceived time prolongation, highlighting the multifaceted nature of this experience. Notably, the absence of a significant link between emotional discomfort and overall satisfaction implies that, while emotional discomfort is a factor, other elements such as pricing, promotions, and product offerings may exert a more significant influence on customers' comprehensive satisfaction assessments. The research makes a significant contribution by shedding light on the challenges associated with prolonged waiting times at checkout counters in multi-brand food and grocery retailers. The results provide valuable insights into the emotional experiences of customers during waits and their impact on overall shopping satisfaction. [ABSTRACT FROM AUTHOR]

The significance of Institutional Effectiveness is pivotal to the functioning of an academic institution. The mushrooming of private institutions in the Indian higher education space necessitates exploring its antecedents to ensure quality higher education is imparted by the institution. The purpose of this research endeavor is to explore the impact of Academic Leadership on Institutional Effectiveness with a mediating role of Campus Culture and Faculty Involvement in Decision Making. The study employed a cross-sectional research design and implemented a purposive sampling technique to collet primary data from 80 permanent faculties and 249 students of private engineering colleges located in the Karnataka state of India. Data was collected through a structured questionnaire and analyzed using Partial Least Square-Structural Equation Modeling. Hypothesis shows academic leadership and campus culture has high influence on institutional effectiveness. Faculty in decision making and campus culture partially mediates between academic leadership and institutional effectiveness. The results of FIMIX-PLS and PLS-MGA analysis shows the similarity in the results of total effect and path relationships. This paper provides theoretical foundations and empirical findings on conceptualizing the antecedents of institutional effectiveness. The outcomes of this research serve as significant input to policy makers and higher education institutions to facilitate enhancement of institutional effectiveness. [ABSTRACT FROM AUTHOR]