School of Management & Entrepreneurship

&ldquo;IIT Jodhpur is committed to impart quality education to facilitate the creation of qualified, competent and responsible human resources to meet the emerging technological challenges of the world. It is working towards creating an equitable learning platform that is positive, accessible and effective in the face of the modern societal and scientific advancements.

Flexibility in curriculum, in all its academic programs, encompassing elements of teaching, research, creativity, innovation and entrepreneurship is the most unique feature of IIT Jodhpur. The Department of Science and Technology (DST), under the National Mission on Cyber Physical Systems, has identified IIT Jodhpur as a Technology &amp; Innovation Hub in the area of Augmented Reality and Virtual Reality. The institute has also been nominated as the coordinator for the Jodhpur City and Knowledge Cluster by the Office of Principal Scientific Adviser, Government of India.

The sprawling 852-acre IIT Jodhpur campus is a majestic tribute to the deep-rooted diverse cultural heritage of the region. The campus is an architectural masterpiece, which is slated to become an international exemplar of sustainability with net-zero energy, and advanced water and waste management strategies.&rdquo;

IIT Jodhpur

Organisations, including public service organisations, are increasingly adopting a digital transformation strategy, and deploying digital capabilities to enhance customer experience. However, digital initiatives in public services often focus more on the technology with relatively less regard to the citizen for whom the services are designed. To address this lacuna, this study contextualises the digital transformation of public services by focusing on the citizen. This study is based on data collected in the conduct of two projects involving public services within an EU member state. Based on the analysis of the citizen-journey in availing of public services, five common pain-points are identified – information inconsistencies, intricate website navigation, bureaucratic jargon, disconnected multichannel touchpoints, and a lack of real-time online support. To alleviate the pain-points, we offer five insights based on academic insights and international benchmarking.

Fulltext

International Journal of Electronic Government Research (IJEGR)

From Bureaucracy to Citizen-Centricity: How the Citizen-Journey Should Inform the Digital Transformation of Public Services

World University root node

arXiv preprint arXiv:2201.

Effect of Toxic Review Content on Overall Product Sentiment

Purpose: This study aims to provide more insight into how customer voice is captured and used in managerial decision-making at the marketing-finance interface. This study’s focus is on understanding how the customer voice, often communicated through online and social media platforms, is used in high-performing hotels. Design/methodology/approach: This research is based on a case study of four high-performing Irish hotels. For each case, multiple informants, including marketing managers, general managers and finance managers, were interviewed and shadowed. Twenty seven decisions across the four cases were analysed to assess the use of customer voice in managerial decision-making. Findings: Social media provides a stage that has empowered the customer voice because of the public nature of the interaction and the network effect. Customer voice is incorporated in managerial decision-making in three distinct ways – symbolically as part of an early warning system, for action-oriented operational decisions and to some extent in the knowledge-enhancing role for tactical decisions. While there is a greater appreciation among senior managers and the finance and accounting managers of the importance of customer voice, this study finds clear limits in its utilisation and more reliance on traditional finance and accounting data, especially in strategic decision-making. Research limitations/implications: The cases belong to a highly visible open environment of hotels in an industry where customer voice has immediate and strong effects. The findings may not directly apply to industries characterised by a relatively more closed context such as banking or insurance. Moreover, the findings reflect the practices of high-performing hotels and do not necessarily capture the practices used in less successfully operating hotels. Practical implications: While marketers need to enhance their ability to create a narrative that links the customer voice to revenue generation, finance managers also need to develop a skillset and adopt a mindset that appropriately reflects the influential role for customer voice in managerial decision-making. Originality/value: Despite the linkage of marketing performance to business performance, there is limited research on the impact of customer information on managerial decision-making. This research provides insight into how customer voice is considered at the critical marketing-finance interface. © 2022, Deepak Saxena, Mairead Brady, Markus Lamest and Martin Fellenz.

Qualitative Market Research: An International Journal

Bridging the marketing-finance divide: use of customer voice in managerial decision-making

Despite an acknowledgment of the importance of communication in project management, communication breakdowns still occur with a negative influence on project success. In existing literature, communication is usually reduced to an instrument for ensuring employee buy-in and overcoming user resistance towards the end of the project. The purpose of this study is to examine the communication breakdowns occurring at multiple levels during a business process change project. This study employs a qualitative longitudinal case study design embedded within a sociotechnical systems lens, focussing on the work-system, organisational, and macrosocial levels. Based on the findings of the case study of a new blood labelling system implementation in a national blood bank service, this study empirically illustrates the occurrence of communication breakdowns during a project. The study suggests that the occurrence of these communication breakdowns can be avoided by change communication in relation to the context, process, and content of change respectively at the macrosocial, organisational, and the work-system levels. The study also demonstrates the contextual influence of the health sector, and in so doing, establishes the requirement towards system flexibility to accommodate diverse solutions when planning and executing a project. © 2021

International Journal of Project Management

Communication breakdowns during business process change projects–Insights from a sociotechnical case study

Handbook of Research on Smart Management for Digital Transformation

The Critical Role of the Chief Information Officer in Smart Management of Digital Transformation

It is widely claimed that information and communications technology (ICT) enables entrepreneurship among refugees. However, the specific impact ICT has on refugee entrepreneurship is not fully understood. This study addresses the research gap by investigating the role ICT plays in enabling entrepreneurial activities among refugees in the Dzaleka refugee camp in Malawi. Drawing on 25 structured interviews we explore the opportunities and challenges faced by refugee entrepreneurs in this context. A critical realist approach is leveraged to identify the stages of business growth where ICT is an important driver and uncover other mechanisms that both enable and/or constrain entrepreneurship. Analysis suggests four generative mechanisms that either enable or constrain refugee business entrepreneurship. The most important finding is that the survival of refugee businesses is facilitated by the market mechanism, with only the growth stage significantly influenced by ICT. Our findings directly conflict with the existing literature that suggests ICT is essential for fostering business entrepreneurship among refugees. This work offers a unique framework for policy interventions that provides guidance on the circumstances, the type of technology and the way it should be leveraged in order to facilitate entrepreneurship. © 2021 John Wiley & Sons Ltd.

Electronic Journal of Information Systems in Developing Countries

The role of information and communications technology in refugee entrepreneurship: A critical realist case study

Digital Innovations for Mental Health Support

Understanding the Effect of Social Media Use on Psychological Stress During the COVID-19 Pandemic

Purpose: The paper investigates shoppers' justification behind the showrooming behaviour and proposes an integrated SOR-MOA framework and a SAP-LAP model for a better understanding of the showrooming phenomenon. Design/methodology/approach: The study adopts a qualitative approach. A narrative-based examination followed by an inductive thematic analysis was employed to discover consumers' reasoning behind showrooming. Findings: The results of the study affirmed the distinction between situational and intentional showrooming conduct. Situational factors have been classified across two categories: store-related (mismanagement at the store, assortment issues) and sales-personal related factors (disrespectful, rude, poor response and dishonest behaviour of the sales staff). However, factors corresponding to intentional showrooming conduct have been characterized as motivational (perceived value, past experience and perceived relative advantage), opportunity (retailer's support and services, channel availability and consumer empowerment) and ability (consumer skills)-related factors in aggregation with the stimulus organism response ideology. In addition, the study also highlights the consequences associated with the showrooming conduct of the shoppers. Research limitations/implications: The findings of the study need further exploration and examination through the adoption of a quantitative approach on a large sample size. Practical implications: The findings of the study can be utilized by offline retailers for devising strategies to counter showrooming customers and retain them as buyers. Originality/value: The study emerges as the first piece of research to account for the ability and opportunity perspectives for better understanding of showrooming. © 2021, Emerald Publishing Limited.

International Journal of Retail \& Distribution Management

Drivers of showrooming behaviour: insights from integrated perspectives

In everyday life, we understand actual physical reality through our sense perception. In the recent years, technology has added many new elements to the perception of reality around us. In this regard, many terms are in use—virtual reality (VR), augmented reality (AR), mixed reality (MR), and more recently, extended reality (XR). In general, these are computer-assisted environments that attempt to recreate reality for the users using cameras, sensors, display and projection devices. However, there are some subtle different among these terms depending upon their relationship with actual physical reality. This chapter makes sense of these terms, with suitable examples in order to present a clear picture for academics and practitioners. © 2022, The Author(s), under exclusive license to Springer Nature Singapore Pte Ltd.

Advances in Augmented Reality and Virtual Reality

Recreating Reality: Classification of Computer-Assisted Environments

Recent coronavirus pandemic has restricted people’s movement. This has resulted in people spending more time indoors, and quite often, in pursuits like streaming and/or gaming. Traditional gaming often requires the users to sit for hours in front of a screen. This makes the practice unhealthy, and at the same time, makes it relatively less social. Free-roam gaming is a new form of gaming that utilizes virtual reality (VR) techniques to create an environment in which the user feels present. In free-roam gaming, a camera captures users’ movements and converts into gaming actions in the game. Generally such free-roam games are conducted in large spaces to allow for free movement, and thus, allow a group of users to play the same simultaneously. This chapter explores the free-roam VR games via a case study of Zero Latency and the potential of such VR games in dealing with the isolation caused by the coronavirus pandemic. © 2022, The Author(s), under exclusive license to Springer Nature Singapore Pte Ltd.