Purpose The past decade has seen a proliferation of research on service quality in education. However, little attempt has been made to understand the impact of student perceived service quality on sustainability practices of the university or the effect of such practices on student satisfaction. To bridge this gap, this paper aims to propose a conceptual framework to examine the relationships between service quality, sustainable practices and student satisfaction from the perspective of students. Design/methodology/approach A quantitative methodology was employed, and data were collected through an online structured questionnaire. Responses were gathered from undergraduate students (n = 419) studying in four colleges affiliated to a university in Delhi, India. Exploratory and confirmatory factor analyses were used to validate the instruments. Structural equation modelling was used to examine the associations between the constructs. Findings The research revealed that student perceived service quality in education has a significant effect on their perception of sustainable practices of the university and student satisfaction. Further, sustainable practices predict student satisfaction. Research limitations/implications The findings may guide the key decision-makers in the education industry to incorporate service quality and sustainable practices in their strategy and thereby enhance student satisfaction. Originality/value This research is the first of its kind to examine the impact of service quality as perceived by students on the perception of sustainability practices of the university. Further, it empirically tests the effect of perceived sustainability practices on student satisfaction.

Purpose -CAPARO India Ltd., a leading player in the automotive components industry in India, has multiple logistics providers for export-import logistics at its five manufacturing locations in north India. Dealing with multiple logistics provider restricts negotiation power, service commitments, customer satisfaction and leads to higher transportation cost and time delays due to multiple points of contact. The purpose of this paper is to document CAPARO's aim of selecting one common logistics provider for all their units in north India for export-import logistics, warehousing, packaging and value added services in order to minimise all the above stated problems. Design/methodology/approach -This paper, in the form of case study, provides a structured decision-making model for selection of the most suitable logistics provider using the analytic hierarchy process (AHP). With this technique, several criteria like freight charges, inland charges, schedule flexibility, warehousing capacity, track and trace system, port presence and custom clearance are considered that make it possible to select a suitable logistics provider. Findings -The case example establishes that AHP can be effectively used to analyse the logistics provider selection, which is based on real data.Research limitations/implications -The case extends the scope for future researchers to enhance the criteria for selection of any logistics provider. Practical implications -The paper provides practitioners with a systematic analysis needed to make this important decision. Originality/value -The paper is based on real data and information.

Purpose Despite the recognized importance of transactive memory systems (TMS) for firm performance, this relationship remains misconstrued for entrepreneurial firms. Some researchers argue that entrepreneurial firms benefit from effective knowledge management systems, whereas others contend that such systems may prove expensive for resource-scarce entrepreneurial firms. Accordingly, the purpose of this paper is to explore this relationship in the context of Indian entrepreneurial firms. Furthermore, the authors argue that relationship conflict among organizational members impacts the TMS–performance link for entrepreneurial firms. Design/methodology/approach Data were collected from 127 entrepreneurial hotels in the Uttarakhand state of India and analyzed using multiple linear regression. Findings The findings of this study establish a positive relationship between TMS and firm performance for entrepreneurial firms. Also, it is found that TMS becomes more nuanced and beneficial in the presence of relationship conflict between organizational sub-units and is a unique finding that can be potentially helpful to entrepreneurs bestowed with the task of knowledge management in their organizations. Practical implications This study offers at least two insights to entrepreneurs. First, establishing TMS – i.e. managing knowledge in such a way that specialization units are created, credibility is established among the knowledge units, and there is scope for sufficient communication – leads to enhanced performance in entrepreneurial organizations. Second, as the level of relationship conflict within the entrepreneurial firm increases, it becomes all the more crucial to emphasize TMS. Originality/value Although researchers in the literature of knowledge management have emphasized a lot on its performance outcomes, relatively little research effort has been placed on understanding this link for entrepreneurial firms. The current study filled this void in the literature and offered crucial implications for entrepreneurial firms operating in dynamic environments such as hotels. Additionally, the data collected from a relatively unexplored context of Indian hospitality industry offer a valuable addition to the entrepreneurship literature.

Case study' is a term that has been abused and misused in the management academia, resulting in unnecessary confusion and acceptance of works that do not necessarily advance knowledge. For decades now, case studies have been written with the objective of explaining phenomena, rather than that of enriching and contributing to them. This objective led to the requirement for teaching note, that simply elaborates the already known concepts about a specific subject.The unimaginably exponential disruptions are affecting not only businesses but also societies, economies, ecologies and, of course, individuals. It is almost impossible to predict anything using linear thinking. The changes have thrust upon us opportunities to re-examine case writing from a research point of view. Although case study research is a well-known methodology in research, we cannot discard the pros of teaching cases. South Asian Journal of Business and Management Cases (SAJBMC) has taken the responsibility to bridge this gap between teaching cases and case study research by encouraging case writers to link theory with their cases. Since August 2019, we have refrained from accepting pure teaching cases and have fully discarded the need for teaching notes. Moreover, what SAJBMC looks away from are those cases written on the concepts and theories taught in MBA courses. We cannot emphasize enough how important this decision is. This step has been taken to not just increase the quality of the cases but also increase their relevance in international academia and research. This move has pushed good case writers a step forward to become great case writers, and we can see that our efforts are bearing favourable results.

No abstract