Browsing by Author "Ashutosh Mohan"

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Achieving supply chain management (SCM): Customer relationship management (CRM) synergy through information and communication technology (ICT) infrastructure in knowledge economy
(IGI Global, 2010) Ashutosh Mohan; Shikha Lal
Information and communication technology infrastructure has changed modern business practice. The ever-changing information and communication technology infrastructure of organizations' is opening new vista, which has not only bundles of opportunities to encash but also tremendous obstacles as survival threats. The concern about organizational competitiveness and development is closely linked to notions of the information sensitive society and global knowledge based economies. The business organizations under global knowledge economy can emerge and grow rapidly by formulating and adopting the innovative business practices. Information's impact is easily seen-it substitutes for inventory, speeds product design and delivery, drives process reengineering, and acts as a coordinating mechanism, helping different members of the supply chain work together effectively. While the potential of information sharing is widely promoted, relatively few companies have fully harnessed its capability to enhance competitive performance. The chapter tries to provide insight into how information and communication technology can be leveraged for supply chain value creation and make it possible to achieve synergy with customer relationship management. © 2010, IGI Global.
Analysis of Indian retail demand chain using total interpretive modeling
(Emerald Group Publishing Ltd., 2017) Arun Kumar Deshmukh; Ashutosh Mohan
Purpose: The study aims to present demand chain management (DCM) modeling of Indian apparel retailers. This will result in a structured model presenting contextual interrelationship among DCM variables so that retailers can proactively manage their demand chain. Design/methodology/approach: The research follows an exploratory research design. It initially involves identification and analysis of influential factors of the implementation of DCM practices through the review of literature. Then, these variables were analyzed using total interpretive structural modeling or TISM followed by a statistical verification and case-based validation of the model. Findings: The major findings of the paper are: top-management commitment and support, information management and supply chain agility in supply chain are the most significant enablers with the highest driving power. The other apparel retail specific significant variables are assortment planning, category management and marketing orientation. The model also indicates that the firms that implement customer-centric DCM practices do well in terms of organizational performance and thereby achieve differential advantage over their competitors. Research limitations/implications: Because the literature on DCM is still in nascent stage, the study bases itself on interpretive method; that is, TISM of analysis with a limited number of experts. Future studies may consider larger sample with more advanced statistical tools such as structural equation modeling for further validation of the findings. Originality/value: The novelty of the paper lies in the study of an emerging supply chain philosophy; that is, DCM and its key practices per se. It has rarely been studied from the theory building perspective hitherto. Moreover, TISM-based approach is applied for the first time to study the DCM practices and its drivers vis-à-vis dependents. © 2017, © Emerald Publishing Limited.
Cash rich to cashless market: Segmentation and profiling of Fintech-led-Mobile payment users
(Elsevier Inc., 2023) Deepak Jaiswal; Ashutosh Mohan; Arun Kumar Deshmukh
Considering the growing prominence of the Fintech-led-Mobile-Payment (FMP) platform, it has become imperative for practitioners and academicians to look beyond technology adoption to understand causal relationships. Building on the premise, previous literature primarily examined the causal relationships to describe the phenomenon of evolving digital payment technology in a varied context. However, limited studies explored user classification and profiling with some exceptions, principally stressing upon barely online and mobile-based banking segmentation contexts. Grounded in analyzing user taxonomy based on benefits-trust-behavioral linkage model from the purview of an emerging mobile-based digital payment market, this research aims to identify and test an a-priori approach to market segmentation of FMP platform users and profiling them based on perceived benefits, behavioral, and socio-demographic characterization. To analyze the model of users' classification, 550 valid online responses were received and employed a blended analytical approach of multivariate techniques (CFA, cluster analysis, discriminant function analysis) along with the bivariate technique of the Chi-square test for clustering procedures followed by resulting clusters' validation and their profiling. The three distinct segments are identified as ‘The Fintech Dubious,’ ‘The Cash Conservatives, ‘and ‘The Fintech Enthusiasts.’ The study also advances the current theoretical understanding of the trust based modified version of UTAUT with the associative framework of ‘perceived benefits-attitude, and intention’ by adding two additional cognitive constructs of perceived trust and perceived price value along with added socio-demographics (usage frequency and geographical area). Lastly, this timely study offers several unflinching implications for the practitioners of strategic marketing and policymakers for encouraging FMP usage. © 2023 Elsevier Inc.
Goods and Services Tax (GST) Implementation in India: A SAP–LAP–Twitter Analytic Perspective
(Springer, 2022) Arun Kumar Deshmukh; Ashutosh Mohan; Ishi Mohan
In a federal structure, India's determination to much-needed fiscal reforms has been widely applauded at its face value when she relinquished her previous complex and inefficient tax regime to embrace the long-awaited Goods and Services Tax (GST). It has been a significant economic move post-independence and requires validation of facts after its introduction. The present study aims to present a general macroeconomic analysis of the extent to which the adoption of GST has improved existing tax administration and resultant general economic well-being of a democratic political economy like India in light of innovation implementation theoretical perspective. Further, the study tried to determine how the stakeholders perceived such big-bang reform even after the three years of its adoption. The study attempted to assess to what extent the adoption of GST has indeed influenced the economy in general and citizens and/or consumers in particular while using a case-based qualitative inquiry. The present research applied the situation–actor–process; learning–action–performance analysis framework for the case analysis. The facts reveal that India has observed a tremendous increase in tax base vis-à-vis revenue collection. Yet, some efforts are desired to improve the low tax to GDP ratio, skewed GST payers base, negative stakeholders’ perception of GST (revealed through Twitter sentiment analysis), and the evil of tax evasion. The other merits realized by the economy are presented as benefits to the consumers, MSMEs, improved ease of doing business ranking, and foster make-in-India and AatmanirbharBharat move by the government. © 2022, The Author(s) under exclusive licence to Global Institute of Flexible Systems Management.
Influence of Social Interaction on Customer Experience in Tourism Industry
(School of Management Sciences, 2021) Nidhi Agarwal; Ashutosh Mohan
Customer experience has always been a pivot around which every industry revolves. Customer experience refers to sum total of beliefs, perception, feelings & emotions a person develops over a period of time. It is the entire customer journey in which the Customer experience is built up. Social Interaction is one of the contributing factors of customer experience. Social interaction occurs when two or more people communicate with each other intentionally or unintentionally. The level of interaction decides the customer experience. Tourists are the people who travel and visit a place (location) other than their usual surroundings for leisure purposes. The more friendly & helpful interaction a tourist encounters at the destination, the better his/her experience and vice-versa. Various factors influence the customer experience in the customer journey, but the paper focussed on only one factor i.e. social interaction. The paper consists of three objectives in which the first two objectives check the influence of social interaction based on gender and age-group of tourists during the onsite phase of customer journey, and the last objective is to find out the influence of Social interaction on customer experience during the onsite phase of customer journey. The questionnaire was prepared for conducting a survey, Kruskal-Wallis test and Spearman’s Rank correlation analysis was performed to check the proposed hypothesis. © 2021, School of Management Sciences. All rights reserved.
Mobile wallets adoption: pre- and post-adoption dynamics of mobile wallets usage
(Emerald Group Holdings Ltd., 2022) Deepak Jaiswal; Vikrant Kaushal; Ashutosh Mohan; Park Thaichon
Purpose: The main objectives of this study are (1) to identify the determinants of pre- and post-adoption dynamics of mobile wallets (m-wallets) usage; (2) to propose and test the linkage framework of pre-adoption and post-adoption dynamics to understand consumers' psyche of m-wallets usage and (3) to examine the moderation of select demographic variables in the path of consumers' continued usage of m-wallets. Design/methodology/approach: The study considered a cross-sectional approach using a questionnaire survey method. The research model encapsulating pre- and post-adoption dynamics of the m-wallet was examined using a sample of 574 users. The analysis also comprised mediation, moderation and multi-group analysis (MGA). Findings: The results identified key antecedents of confirmation, such as performance expectancy, effort expectancy, facilitating conditions and individual mobility. Findings also confirmed the partial mediation effects of satisfaction between confirmation and continuance intentions. Results also confirmed the moderating effects of age and education on the relationship between confirmation and satisfaction. Originality/value: The key contribution of the study is in the form of research progression related to m-wallet usage to test the extended expectation-confirmation model (EECM) in the Indian context by linking the pre-adoption paradigm of extended (unified theory of acceptance and use of technology) UTAUT with individual mobility and post-adoption dynamics of the ECM. The considered framework study also draws support for the role of select demographic variables. © 2022, Emerald Publishing Limited.
Role of Lean Six Sigma in the Indian MSMEs during COVID-19
(Emerald Group Holdings Ltd., 2021) Mrigendra Nath Mishra; Ashutosh Mohan; Arghya Sarkar
Purpose: The purpose of this study is to explore the advantages and obstacles of implementing Lean Six Sigma in Indian MSMEs during or post-COVID-19. The following research also elaborates on the challenges of implementing Lean Six Sigma in MSMEs in India, along with the changes in the culture that are required for providing a proper climate to ensure success in a long-term manner. Design/methodology/approach: The methodology used in this study is a descriptive study, which explores and looks for the factors that influence the impulse or motivation to implement Lean Six Sigma in MSMEs and factors that inhibit the implementation of Lean Six Sigma. To achieve this goal of Lean Six Sigma, a significant review of the existing literature of the subject area has been done to prepare a framework with the help of inferential statistics in view of the critical success factors. This research is a flow and arranged a type of survey of organizations that is conducted using MS-Excel and SPSS 25.0 statistical software. The number of participants selected using a purposive sampling method in this study was 127 Lean Six Sigma experts and owners or CEOs of MSMEs in India. Findings: Lean Six Sigma be used for facilitating the improvement processes in manufacturing operations, quality improvements and productivity. As some obstacles exist in implementing the Lean Six Sigma approach, the improvement processes and outcomes of change in the culture are noteworthy and worthwhile. The implementation of Lean Six Sigma has also some constraints, including cost limitations, skill limitations, limited facilities and other such limitations. The implementation of Lean Six Sigma during COVID-19 is not yet a matter of urgency or priority, and hence, cannot yet be applied. Research limitations/implications: This paper presents opinions of only a few selected professionals of Indian MSMEs. So it was a crucial aspect of capturing the views of such practitioners of their arrival on valid and sound conclusions. Practical implications: The novelty of this research is to analyze the advantages and obstacles of implementing Lean Six Sigma in MSMEs during the COVID-19 in India. The results of this research can be used as scientific references for researchers who will conduct future research. Moreover, it can be guidance for MSMEs owners to make decisions in implementing Lean Six Sigma during the COVID-19 pandemic. The organizations assess all of their aspects such as perceive objectives, required qualities and shortcomings for fruitful implementation of any practice. Originality/value: Several suggestions were made for the methods and thoughts, which will constitute a Lean Six Sigma organization. Hence, the research offers an excellent framework for both working professionals and academicians to understand the view of Indian MSMEs along with their benefits and obstacles of implementing Lean Six Sigma. So this study helps in laying out a platform for understanding the uses of Lean Six Sigma for process excellence in a new era due to COVID-19. © 2021, Emerald Publishing Limited.
Use of Artificial Intelligence-Enabled Features in the Retail Sector A Perceptual Study of Customers
(CRC Press, 2021) Ashutosh Mohan; Upnishad Mishra; Ishi Mohan
Marketers have widely accepted the use of artificial (AI) in marketing. Despite an increase in the use of AI-based tools and features by online retailers, our knowledge of these technologies’ customer perspective is far from being conclusive. The existing research in the field tends to focus mainly on the technical aspects of AI. However, there is little evidence that the researchers have tried to explore AI from the customer’s perspective. This chapter is aimed at exploring the customer perception toward AI. Different features have been identified during the study that customers find significant for them, such as voice search, personalized marketing, content automation, etc. The chapter tries to find customers’ perceptions of these AI-enabled features and determine customer satisfaction. The possible results may help the retailers identify and integrate the tools that the customer finds useful into their platform and improve the one in which they are least interested. © 2022 selection and editorial matter, Shivani Bali, Sugandha Aggarwal, Sunil Sharma; individual chapters, the contributors.