International Journal of Innovation Science

Raman, Ramakrishnan; Rastogi, Shailesh; Menon, Preetha

2022 International Journal of Innovation Science

doi: 10.1108/ijis-07-2022-278

Agnihotri, Durgesh; Kulshreshtha, Kushagra; Tripathi, Vikas

2022 International Journal of Innovation Science

doi: 10.1108/ijis-10-2020-0199

Banking industry has no option but to remain observant and redraft the contagion playbook as per the situation evolves owing to COVID-19. Therefore, this study aims to develop a model to examine empirically how effectively complaints are handled to control customer retaliation and negative e-word of mouth (eWOM) in such a pandemic situation, where banking institutions are using social media as a key platform.Design/methodology/approachA self-administered questionnaire was distributed among 309 participants who had encountered service failure and experienced complaint handling on Facebook. This study draws upon prevailing literature to test a series of hypotheses through structural equation modeling.FindingsThe findings show that effective complaint handling has a negative influence on customer retaliation in the social media environment. As a result, customer retaliation was found to have a positive association with negative eWOM. Therefore, this study has revealed that effective complaint handling will lead to decrease in customer retaliation and negative eWOM.Practical implicationsThis study carries an understanding of effective complaint handling efforts by leading banks in the social media environment during the COVID-19 pandemic. This study recommends that customized and effective efforts by the banks can influence customer retaliation and negative e-WOM.Originality/valueThe study is conducted during COVID-19 pandemic considering the impact of COVID-19 on banking sector, which is a new phenomenon. This study has highlighted how banks have modified their working methodology during pandemic situation by using Facebook as a prominent platform to redress customers’ issues and complaints.

Brahmankar, Yogesh; Bedarkar, Madhura; Mishra, Mahima

2022 International Journal of Innovation Science

doi: 10.1108/ijis-11-2020-0264

The purpose of this study is to understand the challenges faced by the higher educational institutes in imparting entrepreneurial education during the COVID-19 pandemic and to explore the institutional response to handle the difficulties posed by COVID-19 through innovative educational initiatives.Design/methodology/approachTo understand the challenges faced, data was collected from entrepreneurship students and entrepreneurship educators through focus group discussions. The study followed Kitzinger (1995) as data was analyzed in its entirety as a group and then individually. Groups and individuals were the focus of the analysis. The study applies the Kepner Trego problem analysis technique (KPTA) as the problem-solving technique adopted by the institute and SAP-LAP (situation, actor, process, learning, action, performance) to discuss the findings of the study.FindingsThe study found that to engage, encourage and enable students to study on their start-up/business ideas; it is important to facilitate peer interactions, internships in start-ups and meaningful engagement with alumni entrepreneurs. Some proactive interventions are also expected from institutes to energize the student community with positivity. It is also important to nurture the emotional well-being of budding entrepreneurs.Research limitations/implicationsThe case study narrates the innovative and agile problem-solving approach of the business school during the pandemic. KPTA focuses more on appreciative dialogue and also helps to replicate the best from other situations to the problem areas. SAP-LAP method also helps practitioners to initiate the right new actions with targeted performance.Practical implicationsAs a greater number of academic institutions impart entrepreneurship education today, the findings of the study would be relevant to the stakeholders, including students, educators and institutes.Social implicationsThe study underpins the importance of the emotional well-being of entrepreneurs/student entrepreneurs and an innovative approach to keep the student moral high during such a challenging situation.Originality/valueIt is an ongoing exercise at a business school where the challenges were identified, analyzed and solutions were implemented using a structured methodology such as focused group discussions, KPTA and SAPLAP. The innovative initiatives not only engaged the student well but also were able to ensure their emotional well-being.

Aditya, Bayu Rima; Ferdiana, Ridi; Kusumawardani, Sri Suning

2022 International Journal of Innovation Science

doi: 10.1108/ijis-11-2020-0262

This study aims to test a theoretical framework to identify and prioritize barriers in the implementation of digital transformation in higher education.Design/methodology/approachThe framework was tested using the context of a particular nation: Indonesia. First, a survey questionnaire was conducted to identify the key barriers. Second, the contextual relationship between the key barriers was determined based on an expert’s input to find the importance level of barriers and the degree of difficulty to fix the barriers. Finally, a barrier priority matrix was developed to prioritize the barriers.FindingsThis study identified the key barriers in the implementation of digital transformation in higher education in Indonesia including eight contextual issues, one technical issue and two cultural issues with different levels of importance and difficulty. Based on the matrix constructed, this study also presented a list of the top 11 priorities of barriers.Research limitations/implicationsThe results were based on a particular region context.Practical implicationsThis study lays the foundation for the theoretical framework that is practically useful to perform the identification and prioritization of barriers. Besides, the result discussed in this study gives some direction for policymakers in designing sensible strategies to overcome the barriers.Originality/valueThe main contribution of this study is an empirical study that systematically identifies and prioritizes barriers to digital transformation in higher education.

Tapas, Poornima; Pillai, Deepa

2022 International Journal of Innovation Science

doi: 10.1108/ijis-10-2020-0241

The purpose of this study is to examine and interpret the findings from different sources on the corporate decisions during COVID-19.Design/methodology/approachThe COVID-19 is a new phenomenon; grounded theory research approach is adopted to develop propositions on prospect theory and strategic decisions. The paper examines and interprets the findings from different sources on the corporate decisions during COVID-19.FindingsConventionally, it is believed that innovation brings risks, and individuals preferred certainty over uncertainty, even if the gains under uncertainty were twice as high. But, the results of the study indicate a divergent trend. Under threat perceptions of risks, companies explore significant opportunities and possibilities for organizational growth.Practical implicationsThe study provides a framework to analyze the strategic decisions of corporate enterprises. The decisions replicate value function as concave in a gain situation and convex in a loss realm in times of pandemic crises.Originality/valueThis paper uses “actions taken” by enterprises offering various solutions in the testing times. The study is multidisciplinary in nature; it analyses the transformation strategic decisions in the context of economic and social dimensions for surviving the pandemic crises. The study provides a foundation for future research, as inferences are based on select examples.

Dani, Mugdha Vinod; Gandhi, Aradhana Vikas

2022 International Journal of Innovation Science

doi: 10.1108/ijis-10-2020-0201

Innovation is an engine that drives the organization and allows it to outcompete in the economic environment. This paper aims to analyze scientific publications between 1980 and January 2021 concerning innovation indicators at organizational and individual levels. The study identifies 11 unique indicators to evaluate innovation, thus enhancing existing knowledge in the domain.Design/methodology/approachA total of 175 randomly selected journal articles were systematically analyzed.FindingsWhile innovation has received significant attention in the commercial sector, the focus on the construct in academic research has remained relatively narrow. The analysis offers a comprehensive view of innovation drivers at an organizational and individual level.Research limitations/implicationsThe literature review offers a deeper understanding of the indicators of innovation impacting organizational performance.Originality/valueThe analysis and methodology discussed aim to assist managers, researchers and policymakers in comprehending the various innovation indicators; such understanding may enhance individual and organizational efficiency.

Dunakhe, Kedar; Panse, Chetan

2022 International Journal of Innovation Science

doi: 10.1108/ijis-11-2020-0263

The purpose of this paper is to review the literature on the topic “impact of digital marketing” over the span of past eight years, published in various prominent research journals in the past eight years. The purpose of this paper is to act as a starting point for several further researches in this area of study, and also to get the overview of the research that has happened and understand the relevant research gaps that exist in the area of digital marketing.Design/methodology/approachScopus database is used to search the research publications on the selected topic. The papers selected for this paper have been published in the past eight years (2012–2020).FindingsIt has been concluded by many of the research papers reviewed that “Digital Marketing Efforts” influence the purchase intention of the customer. It can be also inferred that the distinction between the “marketing” and “digital marketing” is soon fading as every type of marketing effort will have an element of “digital marketing” in it.Research limitations/implicationsThe approach to the review is theoretical and no primary data have been collected. This bibliometric review is expected to provide overview of the research that has happened over the span of past eight years in the area of digital marketing.Practical implicationsMany of the papers have expressed the limitations and opportunities for the future research. Few of the prominent and relevant research gaps are listed in this paper. This paper is expected to lay a foundation for several further studies in this area of study.Originality/valueThe paper is original in terms of reviewing the literature published on the topic, “impact of digital marketing”, between years 2012 to 2020. As the world has been forced to go digital due to COVID-19 outbreak, it has become all the more significant to take an account of developments in the field of “digital marketing”.

Narayanan, Sajith; Das, Jyoti Ranjan

2022 International Journal of Innovation Science

doi: 10.1108/ijis-11-2020-0272

Purpose branding is a concept that has gained momentum in recent years. It is a marketing innovation that has the potential to change why and how companies work. Still, academic research on purpose branding is scarce. This paper aims to increase awareness about purpose branding and showcase how it can be implemented successfully through account of Hindustan Unilever Limited (HUL).Design/methodology/approachThe study is based on qualitative research and case analysis of HUL by examining its published reports, its parent company’s trade publications, press articles and relevant studies in indexed journals.FindingsPurpose branding is a marketing innovation that delivers increased value to all stakeholders. The account of HUL reveals that purpose branding reaps economic rewards for the organization.Practical implicationsA study by Havas Media group involving 300,000 customers across 33 countries found that the customers would not care if 74% of brands in the world disappeared. In such a context, purpose branding provides a way to make the brand meaningful and play a worthy role in consumers’ lives. HUL’s brands that used this approach grew by 69% and accounted for 75% of its overall growth, showing how other organizations can imbibe it into their brands.Originality/valueDespite many trade publications on this trending topic, there is limited academic research on purpose branding. This paper focuses on understanding this concept and demonstrates its successful use by an organization.

Iyer, Krishna Vishwanath; Ravi Kumar, V.V.

2022 International Journal of Innovation Science

doi: 10.1108/ijis-10-2020-0200

This paper aims to propose an innovative blockchain-based system enabling implementation of a bond-pays model in credit rating industry. Issuer-pays model has led to conflict of interest resulting in rating shopping and inflation. Alternative business models have their own problems, e.g. investor-pays model suffers from “free rider” and public dissemination challenges, whereas government-controlled business models can lead to market distortion. Bond-pays model has been difficult to implement owing to operational difficulties in managing co-ordination amongst multiple entities involved, often with conflicting goals. Blockchain technology enables inter-organizational systems that foster trust amongst non-trusting entities, facilitating business functions such as credit rating to be carried out.Design/methodology/approachThis paper outlines current processes in credit rating business that has led to repeated rating failures and proposes a new set of processes, leveraging capabilities of blockchain technology to enable implementation of an arms-length bond-pays model.FindingsA proof-of-concept system, namely, rating chain has been designed to implement a small part of the proposed model to establish technical feasibility in a blockchain environment.Practical implicationsA fully functional blockchain-based system on bond-pays business model, if built and adopted, could impact how credit rating market functions currently and could contribute to a reduction in rating-related challenges.Originality/valueThe proposal to adopt blockchain technologies in implementing a bond-pays model in credit rating industry is a novel contribution.

Pandita, Deepika

2022 International Journal of Innovation Science

doi: 10.1108/ijis-10-2020-0217

This research paper focuses on the arriving new generation, “Gen Z,” and how an organization can target this new talent through innovation in its employer branding. This paper aims to enhance the readers’ understanding of how generation Z is different from the previous generations and their unique preferences. This study also attempts to probe and help readers understand innovative practices in employer branding and what tools can be used under this umbrella to influence and attract the increasing workforce of generation Z to the labor market.Design/methodology/approachThere were 21 in-depth semi-structured interviews taken from human resources (HR) heads of various organizations, a few mid-managers, consultants and HR experts based in India. Each interview was transcribed, and a technique of inductive content analysis was used. Broad themes and several new items emerged that looked at innovation in employer branding.FindingsIt was found through this study that Gen Z has high career aspirations, working styles, attributes, education preferences and has an innovative mindset. This demands a flexibility of being independent and confident. They prefer diversity not just through race and gender but also through identity and orientation. Most important, money is not the only priority for them when it comes to their career development. They also want themselves to be associates with a workplace exhibiting community support. They are driven by an innovative mindset where they resort to creative means to achieve their goals.Research limitations/implicationsThe research paper is exploratory. The model and hypotheses the author arrives at must be verified empirically by collecting primary data through validated instruments by the relevant stakeholders in the organization, specifically the stakeholders specializing in the domain of talent acquisition and talent management, to add additional weight and meaning to the literature.Practical implicationsAs the members of Gen Z are about to step into the labor market, the proposed finding in this research paper would help current industrial practitioners rethink how they will design their policies to entice and integrate Gen Z into the workplace.Originality/valueRealizing that companies’ experience with millennials’ entry into the workforce might not have prepared them to win with Gen Z, the author has examined what makes Gen Z different from earlier cohorts on how do they approach the workplace. Understanding the unique behavioral differences, the author has proposed organizations’ practices to appeal to them to work with them. Adding to the existing literature on “Generation Z” and “Employer Branding,” the author has linked both in the paper with a qualitative study and proposed a model to build Generation Z’s employer brand.