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A structured diversity and equality management system (DEMS) contributes to the smooth and peaceful functioning of organisations. The review of literature shows that the impact of DEMS on organisational performance and growth is found to be positive in Western countries. However, there appears to be a lack of research on the role of DEMS in Indian organisations, especially in the IT industry. This study makes an attempt to assess the impact of DEMS on perceived organisational performance and organisational citizenship behaviour (OCB) and empirically validate the mediating role of OCB in Indian IT firms. This study used descriptive research design, and the nature of research questions mandated the primary cross-sectional data collection method. The online questionnaire was e-mailed to human resource managers as well as executives of IT firms in India. Responses of 220 respondents were analysed to test the hypotheses of the research using CB-SEM. The results confirm a mediating role of OCB on the linkage between DEMS and perceived organisational performance. Findings suggest that organisations should promote OCB as it contributes significantly in establishing a positive, committed and conflict-free work environment.

PurposeThe purpose of this study is to examine the dimensionality of relational benefits in public bike sharing (PBS) and explore the mediating role of user satisfaction and engagement on the linkage between relational benefits and continuance intention.Design/methodology/approachThis study used a mixed method approach. Data were collected using convenience sampling technique from 411 users of PBS in Bhubaneswar, India. In the first part of the study, in-depth interviews were conducted to identify a set of relational benefits for scale development. In the second part, CB-SEM was used to establish the reliability and validity of the scale and test the hypotheses linking relational benefits with user satisfaction, engagement and continuance intention.FindingsThe analysis suggests that relational benefit is a second order construct having five distinct yet related dimensions namely economic, convenience, environmental, identity related and health and safety benefits. Also, the impact of relational benefits on continuance intention is positively and significantly mediated through user satisfaction and engagement.Research limitations/implicationsThis study is conducted in only one Indian city and is limited to PBS, which, is one of the elements of green transportation and does not cover other modes of transportation. Therefore, generalization of findings beyond this region and the mode of transportation should be done with caution.Originality/valueThis study contributes to the extant management literature by examining the mediating role of user satisfaction and engagement on the linkage between relational benefits and continuance intention which is an unexplored area of research. The study adds to existing knowledge by exploring the dimensionality of relational benefits in PBS context.

In the age of service and knowledge economy, firms have realized that obtaining, managing, and sharing customer knowledge can be a valuable resource to have advantages over their competitors. However, the review of the literature of Customer Knowledge Management (CKM) area suggests that firms often fail in applying the true notion of CKM, thinking it only as a new technological innovation related to IT. Moreover, the terms Knowledge Management (KM), Customer Relationship Management (CRM), and Customer Knowledge Management (CKM) are not well differentiated in the extant academic literature. This chapter aims to present a conceptual differentiation between these terms by analyzing and comparing the various components of KM, CRM, and CKM. The effort has been made in the chapter to map CKM practices in the Indian service market by presenting case studies of two Indian commercial banks. The authors also made an attempt to propose a conceptual framework of CKM, which can be applied in service firms to successfully implement CKM practices in their organizations.

Purpose The purpose of this study is to identify and develop an understanding of various success factors in implementing an efficient court management system by the court managers employed at the trial courts and high courts in India. Court management implies using a professional approach using managerial tools and techniques in managing courts. Design/methodology/approach This study is based on a case study with two Indian states demonstrating efficiency in judicial operation with the adoption of court management techniques. Semi-structured interviews with the court registry, court managers, document studies, court visits, along with observation are the main data sources. Findings It was observed that managerial practices of job autonomy, regular feedback, clear job expectations and support from the supervisor/reporting officer act as critical success factors for court management efficiency. Originality/value This paper adds empirical insight from the Indian viewpoint on existing literature concerning management of courts.