-The proportion of old age citizens (above 60 years) in India constitutes 8.6% of the total population (60 million). 1% of this population currently resides in old age homes across India due to various reasons. The present living conditions of elderly in old age homes are not commendable. It has been found from research that the setting of old age homes and the employees influence the welfare of the residents and their health care. Despite various services provided, researchers have concluded that service gaps exist among staff and residents of old age homes. In the present scenario, it is the need of the hour to understand the living standards of the older generation in old age homes, to study the various services offered by them and how the residents spend their lives there in order to better their conditions of living. The purpose of this paper is (i) to draw insights from an in-depth analysis of old age homes and (ii) to study the perceptions in service quality of old age homes; by studying old age homes in the Indian states of Kerala and Tamil Nadu. Data for the study was collected through a face to face interview with its residents. Analysis of the collected data shows that "responsiveness" and "empathy" are the dimensions that are to be improved in both the states to increase overall satisfaction levels and meet the expectations of residents. The quality of the attributes, "Cleaning services for rooms", "freedom to plan own time" and "respect for residents" privacy" shall be improved by old age homes in order to improve the perception of service quality by residents.

Purpose-This research examines Small and Medium manufacturing Enterprises (SME’s) awareness, current capability, willingness and ability to identify the challenges involved in implementing Industry 4.0(I 4.0) at their premises.Design/methodology/approach-A set of questionnaire was framed to collect qualitative and quantitative data from five manufacturing SME’s and they were analyzed to gain insight.Findings –3 out of 5 manufacturing SME’s are aware, capable, willing and have ability to identify the challenges for implementing Industry 4.0 at their premises. The study also found that implementation of I 4.0 depends on size of the firm. Medium size manufacturing firms had started investing in Information Technology but small scale industries is still struggling to figure out their long term benefit.Practical implications – The advancement and the integration of the technologies such as Cyber Physical system, Internet Of Things, Artificial intelligence, Big data, Cloud computing and 3D printing provides greater flexibility to the manufacturing firms. In today’s global competition with a huge demand for personalized products at low price with best quality, innovation and capability to full filling batch size of one is becoming important. Hence, to meet the market demand many large-scale industries started investing in advanced technology where SME has yet to pay attention.Originality/value –Paper indicates the Indian manufacturing SME’s preparedness for Industry 4.0. It contains five cases capturing the current manufacturing practices followed in the SME’s and their capability towards implementing Industry I 4.0 in Indian environment.

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Abstract-The purpose of this paper is recognize product type differences on post recovery satisfaction levels when online purchase failures happen at any stage during an order fulfilment cycle. In particular, we determine how it changes based on the recovery strategy adopted. Findings support the hypothesis that the satisfaction regarding an online purchase reduces when the product is purchased with more shopping effort, i.e. customers will have more satisfaction regarding the order fulfilment process when buying a convenience good than buying a speciality good. This study is unique in that, unlike previous studies on order fulfilment process in e-tailing investigating the relationship between severity of a service failure and post recovery satisfaction, we examine how does the satisfaction levels upon service recovery strategy adopted changes based on the frequency of purchase of the customer on an e-tailing platform. Results suggest that the satisfaction after an online purchase failure and its recovery tends to be high for a customer who has a high frequency of purchasing online than a person with a low frequency of purchasing online.

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