Customer Relationship Management (CRM) in the Public and Private Sector Banks in Bihar: A Comparative Study

Customer relationship management (CRM) plays a crucial role in any organization because success or failure depends on a company’s relationship with its customers. The objective of this study is to see how CRM can play an important role in the public and private sector banks in Bihar, India. The sample for the study consists of 250 bank managers from both public and private sector banks in Bihar. A CRM questionnaire developed by the researchers was used to measure CRM in the banking sector. Data were analyzed using SPSS software. Inferential statistics including t-test and analysis of variance (ANOVA) were used to analyze the data. The t-test results show that both the public and private sector banks differ significantly in the variables of customer contact by phone/e-mail, customer care, and innovation and quality. The ANOVA results showed that the four groups (public sector males, public sector females, private sector males, and private sector females) differed significantly in the eight variables (commitment; citizenship behavior; customer contact by phone/e-mail; planning; improved retention & better targeting of new customers; top management support; innovation and quality; and technological readiness.

Can Insider Status Promote Employee Voice Behavior?

This research investigates employee voice behavior (EVB) as a behavioral consequence of perceived insider status (PIS) through felt obligation behavior. Based on social identity theory, this research postulates that when employees realize that they are an insider, they tend to see themselves as a citizen of an organization and proactively engage in voice behavior. In order to evaluate this relationship, we collected 983 self-completed surveys from participants of public organizations in Fiji. The findings show that as insiders, employees unbegrudgingly engage in voice behavior when trying to provide corrective changes. This relationship was also partially mediated by felt obligation behavior (FOB). Interestingly, this study is the first one to use social identity theory to explain how employees form close attachment to the organizations they work for, driving greater feelings of belongingness and altering their behavior to engage in voice behavior. Therefore, we find social identity theory to be very relevant in explaining the relationship between PIS and EVB through FOB. This makes a significant contribution to the social identity theory. Finally, the current study offers practical implications, limitations, and further research directions.

Investigating Citizenship Behavior Effectiveness and Extending the Effectiveness of Project Implementation in Light of the Covid-19 Pandemic

Entrepreneurs are striving to maintain the existence of their businesses in the face of the COVID–19 pandemic. Top management need to maintain effective processes and ensure employee motivation to keep the right employees in the business. The level of interest of both academic researchers and practitioners has increased regarding employee relations within organizations during lockdown situations. Most workplaces implemented work from home arrangements for most employees. This study seeks to examine the citizenship behavior effectiveness and the effectiveness of project implementation in construction projects in the oil and gas industry. Citizenship behavior effectiveness was used as a theoretical framework for this research. The construction project employees from the oil & gas industry were invited to take part in this research. Quantitative data analysis was employed with a structural equation modelling approach during the transition from office and construction sites to working from home. The findings revealed that citizenship behavior effectiveness has a positive influence through the observable variables.

The Effects of Market and Macroeconomic Uncertainties on Corporate Investment Decisions in Nigeria

In this paper, the effect of market and macroeconomic uncertainties on corporate investment decisions was examined using the real option investment theory. Two types of uncertainties were investigated: macroeconomic uncertainties (exchange, interest and inflation rates) and market uncertainty (stock market volatility) while corporate investments were measured as the sum of the changes in capital stock and depreciation. Data were obtained for the period 2005-2019 and the Generalized Autoregressive Conditional Heteroskedasticity (GARCH) estimation technique was employed. The results showed a significant difference between the effects of macroeconomic and market uncertainties on corporate investment decisions. We found that macroeconomic uncertainty of inflation rate has positive relationship with corporate investments, with a coefficient of 0.35071, and interest rate uncertainty (0.15567) and exchange rate uncertainty (-0.07852) were also statistically significant, whereas the linear market uncertainty has a negative value of -0.00173 and the quadratic market uncertainty (0.00520) was statistically insignificant. Therefore, interest rate volatility and inflation expectations are not factors constraining investment growth; however, exchange rate uncertainty exerts a substantial negative influence on corporate investment in Nigeria. Given the findings, the study recommends, among others, an appropriate and stable exchange rate policy that makes for easy business planning and forecasting by rational investors. To achieve a stable exchange rate that would bring about increased investment, the government should implement efficient macroeconomic policies, such as those that minimize the structural rigidities in the economy.

Impacts of Monetary Policy on Stability of Commercial Banks – Evidence from Vietnam

Before 2009, most central banks conducted their monetary policy with the ultimate goals of promoting price stability, economic growth and full employment. However, the 2009 financial crisis demonstrated that these goals are not enough to maintain a stable financial arena. So, aside from those objectives, the objective of financial stability is also of interest to central banks when implementing monetary policy. In this study, the authors explore the influence of monetary policy on the stability of commercial banks in Vietnam – an emerging economy. The study uses the dataset of the Vietnamese commercial banks from 2008 to 2019, applying SGMM estimations and checking their robustness with a Bayesian approach. The results show that, in recent years, the SBV has effectively implemented monetary policy to ensure banks’ stability in Vietnam. In particular, money supply M2 has positively impacted the stability of commercial banks. Also, the results imply that the ratio of loan to total assets, the ratio of cost operating to income operating, as well as CPI, correlate negatively with bank stability. The study did not find any impact of bank size or GDP on bank stability during the research period. Based on these results, the SBV should manage an optimal level of money supply M2 to guarantee efficient economic operations in general and maintain bank stability in particular, and should avoid high inflation.

Widening the Breadth of Knowledge Diffusion among Nigerian Employees: The Upsides of Globalization

Many scholars from the developing world argue that globalization is a weapon of imperialism used to perpetuate the income and welfare gap between developing and developed countries. This study joins an emerging stream of studies calling for a holistic re-examination of the impact of globalization on developing countries to understand both the positive and negative contributions instead of have a one-sided view of globalization. Employing a quantitative design with a survey strategy, data for this study was collected from 130 human resources personnel across six multinational firms spanning: oil, banking, and manufacturing sectors of the Nigerian economy. Inferential analysis of collected data found significant positive contributions of globalization towards personnel training and development. In particular, findings show that globalization has increased the frequency and methods of trainings, increased use of e-trainings and certifications, and uniform design of training programmes across the subsidiaries of MNCs globally. All these were found to reduce the physical incidence of personnel going abroad to study reducing both brain-drain and expenses to domestic companies and governments.