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This study aims to investigate the impact of service quality, as measured by the SERVQUAL model with extended variables of safety awareness and energy conservation, on consumer satisfaction. It also explores the mediating effect of energy conservation and the moderating effect of consumer residence of electricity on this relationship.

The study uses a quantitative research approach, with data collected from 1,004 respondents through a questionnaire from the household consumers of UGVCL. The survey measures service quality using the SERVQUAL model with the additional variables of safety awareness and energy conservation. The data is analyzed using structural equation modeling, mediation and moderation to test the proposed hypotheses.

The results show that service quality, safety awareness and energy conservation all have a positive impact on consumer satisfaction expect responsiveness. Energy conservation also mediates the relationship between service quality and satisfaction, indicating that when consumers perceive higher service quality, they are more likely to conserve energy and thereby increase their satisfaction. Additionally, the moderating effect of consumer residence of electricity shows that the impact of service quality and safety awareness on satisfaction is stronger for consumers living in areas with higher electricity rates.

The paper lies in its investigation of the impact of service quality on consumer satisfaction using the SERVQUAL model, with the inclusion of two additional variables, safety awareness and energy conservation. Furthermore, this study examines the mediating effect of energy conservation and the moderating effect of consumer residence of electricity on the relationship between service quality and consumer satisfaction. To the best of our knowledge, this is the first study to incorporate these variables in examining the relationship between service quality and consumer satisfaction in the context of energy services. Therefore, this study offers a novel contribution to the existing literature on service quality and consumer satisfaction.

Before the September–October 2008 Financial Crisis, investment banks were hooked on debt. In 2007, a year before its failure, Lehman Brothers held equity just 3.3% of its balance sheet (that is, its debt/equity ratio well exceeded 29); virtually all the rest was financed by borrowing. Leverage is an elixir that makes profits soar when times are good but magnifies losses when the economy sours. Currently in India, several companies have seen their balance sheet out of shape because of overleverage, but banks continue to be benevolent, often forced by political interventions (see Cases 6.1 and 6.2). Most of these business groups are nearly dead, with their equity almost wiped out. There is little chance they will survive but for their banker’s largesse. Ever-greening of loans is keeping them alive, but what could be the end game? For instance, just a year before economic liberalization in India, few enterprising men invested in the steel business. They borrowed monies from the banks and banks continued to finance their operations, and now they are realizing that the promoters cannot meet with their debt obligations. The banks, however, did not want to accept financial loss and hence commonly agreed to ease the payment obligations so that the loans remained good and not degenerate to NPAs. This is tantamount to refinancing to service your loans. But now the banks overwhelmed with accumulated NPAs are trying to sell debt. How do you legally, ethically, morally, and spiritually (LEMS) justify share-market concentration in the hands of very few promoter investors? What are their long-run unintended economic, legal, ethical, and moral consequences, and why? This chapter studies this market turbulence and the role of bankruptcy laws and court systems in bringing about some change in the debt-overleveraged corporations.

Corporate governance; General management; Strategy

Post Graduate/MBA

Tata Group is a conglomerate having 29 listed companies with consolidated revenues of $103bn in FY2016. On October 24, 2016, Cyrus Mistry, chairman of the group has been replaced in an unceremonious way from this job, in a boardroom coup, without being given any opportunity to explain his case. This news arrived in the media between October 2016 and December 2016 and wide and public debates took place on the corporate governance practices of Tata Group. Mistry’s ouster was attributed to non-performance, unethical practices and non-compliance to Tata culture. This case presents the Tata Group performance before Mistry, at the ouster of Mistry, the major trouble points and the corporate governance activities that took place in this saga at Tata Group. The real losers in this battle were the investors who lost $12bn between October 2016 and December 2016. Many of Tata Group companies’ stocks plunged.

The students will learn corporate governance, know how a non-listed company control and govern listed entities, know the way performance of a chairman of a company has been evaluated and learn how ethical and cultural issues impact the performance of chairman of a listed company.

Teaching Notes are available for educators only. Please contact your library to gain login details or email support@emeraldinsight.com to request teaching notes.

CSS: 11: Strategy

The COVID-19 pandemic and the subsequent lockdown have hit the food service industry very hard. The COVID-19 outbreak has created a sharp downturn for firms in the food service industry, compelling actors across the whole food service supply chain to rethink their strategies. The purpose of this paper is to document the impact of COVID-19 on the food service supply chain, as well as to identify crisis management strategies food service firms use during the hectic early phase of the COVID-19 pandemic to survive the current and prepare for future pandemics.

We performed a qualitative descriptive study using 21 semi-structured interviews with actors across the food service supply chain (i.e. farmers, wholesalers and food service providers). Data were collected to shed light on food service firms' decision making during the hectic early phase of the COVID-19 pandemic to uncover various crisis management strategies used.

By integrating the disaster and crisis pyramid and resilience theory, four core crisis management strategies to respond to the COVID-19 pandemic are conceptualized, i.e. (1) managing resources, (2) diversifying strategically, (3) prioritizing long-term outcomes and (4) bonding socially.

The theoretical contributions include documenting the performance impact of the COVID-19 pandemic on the food service supply chain and exploring crisis management strategies food service firms employed during the hectic early phase of the COVID-19 pandemic. Thus, functioning and survival during a pandemic, an emerging field in literature, are central to this study. Additionally, while recent research suggests that integrating crisis management and resilience literature may provide a more complete understanding of the organization–crisis relationship, these literature streams mainly developed in isolation. By integrating the literature streams of crisis management and resilience and applying these theories to the COVID-19 crisis, our study provides specific managerial guidelines.

The learning objectives have been prepared in accordance with the Blooms Taxonomy (Engelhart et al., 1984). After completion of this case, students would be able to examine and expand the concept of institutions (i.e. a sport as an institution in this case) and understand how important it is to incorporate them in the policy level decision-making (Knowledge); understand a different form of the social institution (i.e. Jallikattu) and capture its relevance for all the involved stakeholders by taking into consideration the challenges that could stem from their interplay (Application); analyze the interests of various stakeholders and their concerns that add to the complexity of a socially relevant issue (Analysis); and integrate the developments of an event (i.e. Jallikattu) over its timeline and develop an action plan for being prepared or for resolving such exigencies, especially for public policy decision making (Synthesis).

The case is centred on Senaapathy Kangayam Cattle Research Foundation whose primary aim is conservation and breeding of native breeds of cattle. The protagonist of the case, Karthikeya Sivasenapathy, managing trustee of this foundation, has invested significant efforts to create awareness on the importance of Jallikattu. Jallikattu is an ancient Indian sport played in the rural regions of Tamil Nadu state in India and has been in existence for over 5,000 years. This issue has come into limelight due to its initial ban by the Supreme Court of India in 2014 and its subsequent stay on the ban in 2016. While there are several arguments surrounding this controversy, the arguments can be broadly classified under those who support the ban (i.e. oppose Jallikattu) and those who oppose the ban (i.e. support Jallikattu). Due to the involvement of various stakeholders (government supreme court, animal welfare boards and breed saviour groups) with conflicting objectives, the dynamics of decision-making to settle this issue became very complicated, confusing and time-consuming for Karthikeya. By using the lens of institutions and stakeholder theory, the authors explain the issue around Jallikattu in this teaching note. Teaching note also documents the unfolding of events that happened after 12 January 2017 which succeeded in lifting the ban on Jallikattu.

The case is written for undergraduate and graduate-level students pursuing business programmes and for senior management professionals participating in the executive education programmes. The case is suitable for those who are expected to work in an environment where there is a multitude of complex, formal as well as informal institutions. This case can be used to teach the concepts of institutions, the dynamics involved and to give the flavour of the interactions between these different institutions in solving a social issue. It will fit well into courses on strategic management, social movement and institutional theory.

Teaching Notes are available for educators only. Please contact your library to gain login details or email support@emeraldinsight.com to request teaching notes.

CSS 1: Accounting and Finance.

The reliability prediction is among the most important objectives for achieving overall system performance, and this prediction carried out by anticipating system performance degradation. In this context, the purpose of this research paper is to development of methodology for the photovoltaic (PV) modules' reliability prediction taking into account their future operating context.

The proposed methodology is framed by dependability methods, in this regard, two methods of dysfunctional analysis were used, the Failure Mode and Effects Criticality Analysis (FMECA) method is carried out for identification of the degradation modes, and the Fault Tree Analysis (FTA) method is used for identification the causes of PV modules degradation and the parameters influencing its degradation. Then, based on these parameters, accelerated tests have been used to predict the reliability of PV modules.

The application of the proposed methodology on PWX 500 PV modules' in different regions of Algeria makes it possible to predict its reliability, taking into account the future constraints on its operation. In this case, the temperature and relative humidity vary from one region to another was chosen as constraints. The results obtained from the different regions confirms the reliability provided by the designer of the Saharan cities Biskra, In Salah, Tamanraset, and affirms this value for the two Mediterranean cities of Oran and Algiers.

The proposed methodology is developed for the reliability prediction of the PV modules taking into account their future operating context and, the choice of different regions confirms or disproves the reliability provided by the designer of the PV modules studied. This application confirms their performance within the framework of the reliability prediction.