PurposeE-government quality (e-GovQual) and e-government user value (e-GUV) are multidimensional concepts. While previous studies have identified apparent factors influencing e-government satisfaction (e-GovSat) and e-government adoption intention (e-GovAI), such as e-GovQual and e-GUV, but they have neglected to explain the influence of the dimensions of these two concepts. The purpose of this research is to study e-government service value chain (e-GSVC) one-GovQual dimensions, e-GUV dimensions, e-GovSat and e-GovAI.Design/methodology/approachThe study employs a quantitative method to test the hypotheses and validate the proposed model. Data are collected from 378 e-government users across different parts of India comprising of different demographic characteristics. The model is analyzed using structural equation modeling.FindingsThe findings highlight the impact of the dimensions of e-GovQual (efficiency, trust, reliability and citizen support) on the dimensions of e-GUV (functional, economic, social and emotional value) as e-GUV dimensions affect e-GovSat, which in turn influences e-GovAI. The results validate the e-GSVC and also stress the partial mediating role of the dimensions of e-GUV on the relationship between the dimensions of e-GovQual and e-GovSat.Research limitations/implicationsThe sample size of 378 may not be a proper representation of a country like India, which has huge diversity within its vast population.Practical implicationsThe study offers practitioners a clear picture and a useful guide to better understand the drivers of value, satisfaction and adoption in the case of e-government users.Originality/valueThis study is probably the first attempt toward demonstrating the process influencing e-GovSat via e-GUV dimensions originating from excellent e-GovQual dimensions to ultimately trigger e-GovAI.

PurposeBased on social science theories of customer's action such as theory of planned behaviour, theory of reasoned action, and technology acceptance model, this paper adopts belief–attitude–intention model to study impact of perceived process-belief of different stages of e-service delivery system process (e-SDSP), i.e., searching process belief (SPB), agreement process belief (APB), fulfilment process belief (FPB) and after-sales service process belief (ASPB) on customer attitude and intention towards service providers. The study also focuses on the mediating effect of customer attitude on the relationship between process-beliefs of different stages of e-SDSP and their behavioural intention.Design/methodology/approachA quantitative method has been employed using data collected from 414 Indian e-retail customers. Structural equation modelling with bootstrap estimation is used to find the mediating effect of attitude.FindingsThe findings suggest that SPB and ASPB directly impact the customer attitude while APB and FPB directly impact the customer behavioural intention. The study also finds that customer attitude towards e-retailers fully mediates the effect of SPB and ASPB on the behavioural intention but there are no mediating effects for APB and FPB.Research limitations/implicationsThe sample used may not be generalizable for India, given its huge diversity and population. As the sample considers only Indian e-retail customers, this study may lack generalizability across countries.Originality/valueIn our knowledge, this study is the first step to conceptualize the process-oriented customer's perceived belief of different stages of e-SDSP and how these beliefs impact the customers' attitude and intention towards the e-retailers. The findings offer insight to managers on how they can create and cultivate customer happiness and positive behavioural intention by enhanced customer journey throughout the e-SDSP.

This study aims to guide scholars on emerging research themes and publication trends by reviewing the published intellectual contributions in the FIIB Business Review (FBR)—a multidisciplined management journal since its inception. FBR has been indexed in Scopus and Academic journal guide (AJG) and continues to achieve new heights. This article has used bibliometric analysis of the leading publication themes of the journal between 2011 and 2022. This work uses the Scopus database to find the publication trend and most impactful papers, main themes and keywords of publication, futuristic themes and target ideas for FBR. In 2021, the average citation value for three years was 2.292 compared to 0.778 in 2020. Journal of Business Research, Journal of Marketing and Journal of Finance are the top three most cited journals in FBR. The journal has shown usefulness for scholars mainly related but not limited to strategic management, marketing, organizational behaviour and finance, among others, by contributing to areas like digital transformation, team problems, organizational conflicts, COVID-19 problems, sustainability and financial crises. Areas of future research and limitations are discussed.

PurposeConsiderable amount of purchases in business-to-business (B2B) markets make through the tendering process. As technology keeps driving B2B procurement, both the supplier/contractor and buyer firms have settled down in their respective roles in the electronic-tendering environment. Researchers have ignored the supplier-side e-tender-driven marketing process that might lead to substantively successful financial performance. The purpose of this study is to improve the performance of an e-tender-driven marketing process of an original equipment manufacturer (OEM) incorporating the stakeholder's inputs.Design/methodology/approachDiscrete event simulation modelling (DESM) has been used as a methodology to model, analyse and improve the process with the involvement of stakeholders at every stage of the study. Different scenarios are analysed to identify the near-optimal scenario based on agreed-upon key performance indicators.FindingsScenario that incorporated man-power sharing and eliminating avoidable activities gives the near-optimal solution for implementation.Research limitations/implicationsThis study highlights that better insights can be gained by adopting the process-oriented view of the marketing–operations interface. Embracing a stakeholder-based consultative approach gives research a more practical outlook and reduces the gap between theory and practice. Suggestions for further research are provided.Practical implicationsB2B organizations, where lines between marketing and operations are blurred, can improve their marketing processes by implementing operations research tools.Originality/valueThis study provides an attempt to improve the performance of a supplier-side e-tender-driven marketing process of an OEM using the DESM methodology incorporating stakeholder's inputs.

Electronic Governance (e-Governance) has received a tremendous interest world over. Significant amount of money is being put into making e-Governance a reality. A number of Projects are being taken up at various levels, it therefore becomes important to make reasonable means of assessment to see whether the projects have achieved or are going to achieve their planned goals. Proper assessment of these projects gives us crucial learning on the kind of changes needed to be done to make them successful. This paper is based on the research work being done by the author. The paper puts across the key issues and challenges in assessing e-Gov projects and propose a model which has been piloted in one of the assessment studies at the national level in India.