...Subhojit Sengupta; Hardeep Singh Mundi Purpose This study aims to advance services marketing scholarship by examining the financial services experiences of LGBTQIA+ individuals in India and assessing the marketing readiness of financial service providers to serve this under-researched...

... to managers across the world for identifying key requirements of internal customers, which need to be evaluated consistently from time to time, for different strategic actions. During the last two decades, the Indian market has undergone a sea change. From 1951 to 1985, India was an economy...

... multidimensional nature outside of Western markets. Design/methodology/approach – The study is undertaken in three countries: UK, Hong Kong and India (September to November 2010). The sample consists of more than 300 sample members from across the three countries with an approximately even split between each...

... Qualitative interviews, over the telephone and in person, were conducted with call center employees located in India. Findings The findings reveal various types of strategic deception occurring in call centers. Discoveries imply that companies are training their employees to deceive consumers in order...

... of the business process outsourcing (BPO) sector in India, and to address a critical issue faced by call centre organisations in this sector – the high employee turnover. Design/methodology/approach Following a triangulation approach, two separate empirical investigations are conducted to examine various...