IMPACT : International Journal of Research in Business Management

13-18

Authors: G. VAISHNAVI & S. K. G. GANESH

Interactive Voice Response system (IVR system) is the self service technology which provides the round the clock service for the customers. The purpose of the research paper is to identify and study the effect of certain demographic factors (gender, age and educational qualification) in relation to the customer perceived frustration. The paper used a structured questionnaire to obtain data from the IVR system users. Based on the collected data, the tools such as, independent sample t-test and ANOVA were utilized to analyse the relationship of demographic factors and perceived frustration. The paper found that IVR system users different age groups have a positive relationship on perceived frustration and whereas the gender and educational qualification does not have a significant effect on customers perceived frustration.

27-38

Authors: ATUL DHYANI & ANANT AGARWAL

This study aims at developing a comprehensive theoretical framework for dynamics and conflict of Spousal buying decision (SBD). The study also build a conceptual model of Spousal-joint Purchase Decision Matrix Model (SPDCM) used by spouses for purchase decision making exercise. The basic purpose of above is to explain the spousal involvement in family purchase decision and their conflict that arise in decision which lead to either joint or autonomous decision and finally arriving at a final decision with the help of conflict resolution strategies. Based on the theoretical evidences (C.B.Ward, 2003), it was concluded that Low initial level of disagreement results in lower level of relative conflict while High initial level of disagreement results in higher level of relative conflict among couples and High levels of disagreement should produce higher levels of relative conflict than low levels of disagreement for across product category decisions, while, for within product category decisions, there is no difference between high and low levels of disagreement on relative conflict.

49-54

Authors: HARTESH PANNU & SUKHMANI SANDHU

India is rapidly gaining importance world-wide as the country has become an investment hub over the last decade. Global investors have retained their faith in the flexible Indian economy even during the toughest of the times. As a result, India enjoyed high foreign inflows and investments when rest of the world was struggling to even survive. According to the Investment Commission of India, the retail sector is expected to grow almost three times its current levels to $660 billion by 2015. However, in spite of the recent developments in retailing and its immense contribution to the economy, retailing continues to be the least evolved industries and the growth of organized retailing in India has been much slower as compared to rest of the world. Former Government supported FDI in retailing sector to enhance its growth. This paper will analyze both the advantages & disadvantages of FDI in Indian Retail sector.

61-67

Authors: B. SRINIVAS RAO

In order to keep the organizational strategies and objectives aligned, this paper proposes that knowledge management (KM) should be grouped into five dimensions, Knowledge management process; knowledge management system; knowledge management structure; knowledge management strategy; knowledge management assets. It is observed that a better understanding of compatibility between KM and process re-engineering and restructuring is needed to aid the reduction of existing tensions and to facilitate the advancement of the application of KM best practice. Many knowledge management activities, methods, or modules have been discussed within the literature suggest an integrated knowledge management framework that comprises the following activities: initiation, generation, modeling, repository, distribution and transfer, use and retrospect, while, differentiating between specifying a requirement, capturing, distributing, and using knowledge. The dimension “Knowledge management process” is a necessary precondition for the core processes of knowledge identification and knowledge use. With respect to the dimension “knowledge management system”, in order to be sure that knowledge is most frequently used, technology must be accompanied by a knowledge-compatible culture. As regards to dimension “knowledge management structure”, achieving a “knowledge culture” requires managerial focus in three areas: preparing the organization, managing knowledge assets, and leveraging knowledge for competitive advantage. In the context of the dimension, “knowledge management strategy”, the process of knowledge generation and development not only requires organizations to alter their cognitive frameworks, but also forces organizational members to view reality in new perspectives. In order to manage the dimension, “knowledge management assets” information technology is creating the basics of new kinds of business assets (speed, agility, reach, and insight). These new assets created by information technology are certainly going to help and assist knowledge management function of an organization to a greater extent.