Emerald | Journal of Indian Business Research

Linking Turnover Reasons to Family Profiles for IT/BPO Employees in India

Scott L Boyar, Reimara Valk, Carl P. Maertz, Ranjan Sinha — 2012-03-16 00:00:00.0

Abstract

Purpose - Our aim was to develop turnover reasons and assess their importance for various family role configurations. Specifically, we were interested whether high levels of family financial obligation related to family-related turnover reasons and whether low levels of family financial obligation related to job-related turnover reasons.Design/methodology/approach - We used both qualitative and quantitative methods to develop and test the turnover reasons; this involved conducting interviews and pilot testing the turnover items, which were evaluated with factor analysis. The main study was analyzed using MANOVA.Findings - We developed six turnover reasons that help explain why individuals are leaving their jobs; the most apparent dimensions were managerial support, job content, and work-related stress. We also found that employees with relatively low financial obligation were more likely to leave the organization for lack of managerial support, job content, and high levels of work-related stress. Research limitations/implications - The measures in this study were cross-sectional, participants were employees in the IT/BPO sector, and the study included a single-country. Future studies can focus on multiple industries and countries and use objective variables in determining key relationships.Practical implications - The results of our study show the major reasons for turnover both at an individual and organizational level, which includes managerial support, job content, and work-related stress; each were particularly significant for those married without children in a dual-earner situation.Originality/value - We contribute to this research by examining for the first time the relationships between family demographic profiles and turnover reasons for Indian IT workers.

Analysis of Churn Behavior of Consumers in Indian Telecom sector

Geetha M, Jensolin Abitha Kumari J — 2012-03-16 00:00:00.0

Abstract

Purpose - This paper provides a detailed analysis of the usage pattern of Non Revenue Earning Customers (NREC) who cause revenue churn in the company and are susceptible to churn in the near future. These NREC customers were analyzed to discern a pattern in their usage and to serve as proactive measure to prevent customer churn.Design/methodology/approach - Data from a leading telecom service provider was analyzed. The company has around seven lakh consumer mobile users. Within the seven lakhs consumer mobile users around two lakh customers are active users i.e. revenue earning customers. This group of active customers also consists of around 37,388 customers who move to dormant state (from revenue earning to non revenue earning) every month. These customers were analyzed to understand their susceptibility to churn.Findings - Analysis of revenue dump data indicates consumers with overall usage revenue per minute greater than 75paise and those with greater usage of value added services are susceptible to churn. Also based on the nature of calls, churn occurs with the subscribers making more calls to other networks rather than to the same network. Research limitations/implications - In a fiercely competitive market, service providers constantly focus on customer retention. The study has high importance as it helps to find out the customers who are likely to churn. This help telecom companies create a proactive rather than reactive strategies toward customer churn. Originality/value - Earlier studies identified the reasons for customer churn and attribute the same to it. We propose that prior to customer churn there is a distinct shift in his usage pattern with the current service provider and this behavior is termed as revenue churn. This revenue churn ultimately leads to customer churn from the network. This revenue churn is not explored in much in detail in the literature.

Role of Affect and Cognition in Consumer Brand Relationship: Exploring Gender Differences

Arvind Sahay, Nivedita Sharma, Krishnesh Mehta — 2012-03-16 00:00:00.0

Abstract

Purpose - This is the revised manuscript based on the reviewers' comments. Design/methodology/approach - This is the revised manuscript based on the reviewers' comments. Findings - This is the revised manuscript based on the reviewers' comments. Research limitations/implications - This is the revised manuscript based on the reviewers' comments. Practical implications - This is the revised manuscript based on the reviewers' comments. Originality/value - This is the revised manuscript based on the reviewers' comments.

Predictors of Preference for Financial Investment Products using CART analysis

Shalini Kalra Sahi, Nand Dhameja, Ashok Pratap Arora — 2012-03-16 00:00:00.0

Abstract

Purpose - This paper illustrates the use of a post hoc predictive segmentation procedure to find out the variables that are the most important predictors of investor’s preference for the specific financial investment products. Design/methodology/approach - The study considers various demographic, socio-economic and psychographic variables for the purpose of understanding the Investor’s preferences. Using a sample of Individual Investors ( n=377), a Classification and Regression Tree (CART) methodology was used to determine whether psychographic variables were better predictors than demographic and socio-economic variables for understanding the individual investor’s preference for the investment alternatives.Findings - The results showed that psychographic variables emerged as the most important predictors in case of investment products with greater degree of risk, and the demographic and socio-economic variables emerged as the most important variable for the investment instruments with lesser degree of risk. However, when the sample was divided based on occupation profile (government and non-government), for both the fixed returns based instruments and the non-fixed instruments, psychographic variables emerged as most important predictors.Practical implications - These results show the need for the financial service providers to consider the psychographic variables along with demographic and socio-economic ones so as to better understand and advise the financial consumer. This would enable the financial service institutions to target their audience more sharply, so as to develop appropriate marketing strategies and further build the investor’s trust. Originality/value - This paper is a first of its kind to empirically identify the most important variable that determines the financial consumer’s preference for investment products in India, using CART technique. This study contributes to furthering the understanding on investor behavior.

Editorial

Shainesh G — 2012-03-16 00:00:00.0

Abstract

Not available.