27 Aug 2024

Paper on digital government service quality published in the Journal of Service Theory and Practice

Our paper, "Occupational stress as a mediator between organisational intelligence traits and digital government service quality: a triangulation design approach," has been published in the Journal of Service Theory and Practice. 

This paper integrates the Organisational Model of Stress with Public Service-Dominant Logic to highlight stressors in traditional work setups and expand the view of job performance from individual to organizational levels, reflecting modern public service delivery. Through mediation analysis, Importance-Performance Map Analysis (IPMA), and open-ended feedback, it prioritizes "Employee-oriented traits," "Psychological Well-being," "Alignment and Congruence," "Leadership," and "Appetite for Change and Knowledge Deployment" to sustain digital government service quality. Recognizing the importance of managing occupational stress for maintaining service quality, the paper also proposes a stress intervention program at the individual and organisational levels to manage the psychological well-being of service providers.

This is the third paper from my PhD student's research. Dr. Subashini Ramakrishnan is one of my most hardest working students. The other co-authors of this paper are co-supervisors Myint Moe Chit and Kenny Wong Meng Seng.

24 Aug 2024

Moderated a Seminar on Funding Strategies for SMEs at Monash University Malayais

 A Seminar on Funding Strategies: Unlocking Capital for SME Growth was successfully organised by the School of Business, Monash University Malaysia in collaboration with the Digital Economy Committee of KLSCCCI and Credit Bureau Malaysia on 21st August 2024 (Wednesday), 2.00 p.m. to 5.00 p.m. at the Monash University Malaysia campus in Sunway. 


The event started with a welcome address by Professor Dilip S. Mutum on behalf of Dr. Mohan Avvari, Professor and Deputy Head (Engagement & Impact), at the School of Business at Monash University Malaysia.

The opening speech was delivered by Mr. Lim Kok Hing, Deputy Chairman of KLSCCCI Digital Economy Committee.





The event featured four presenters who provided valuable insights and inspiring thoughts regarding funding strategies and capital access for small and medium-sized enterprises (SMEs) growth. They included Mr Darrel Ang, who is the Co-Founder of CapBay, Mr Leong Weng Choong, the CEO of Credit Bureau Malaysia, Mr Goh Boon Peng, who is both the Founder and CEO of Mystartr, and Dato’ Calvin Chan, the founder and Managing Director of Oriental Coffee. 



Following this, Prof. Dilip moderated a forum with the speakers, followed by a Q & A session. 


We had about 90 participants, including business people, academics, and students. Thanks to all the participants. 

We also appreciate Ts. Quincy Tan outstanding job as the event's MC. 

Thanks to our Dean Nafis Alam for taking time out from his busy schedule to attend the event, Associate Professor Karren Khaw, Head of the Department of Finance at the School of Business, and the Engagement and Impact team:   Marveen Paransothy, Arvindh Naidu & Sofea. Last but not least, Thanks to Hoev Quan Chin from CBM, the man behind the scenes who made the event happen and also one of our Alumni. 

13 May 2024

Marketing and FT 50 Journals list

Another prestigious list of business journals is the FT 50 Journals list. This is a list 50 journals compiled by the Financial Times and included in the Global MBA, EMBA and Online MBA rankings.

Only 6 marketing journals are included in the list. 

  1. Journal of Consumer Psychology
  2. Journal of Consumer Research
  3. Journal of Marketing
  4. Journal of Marketing Research
  5. Journal of the Academy of Marketing Science
  6. Marketing Science

Of course, other journals in the list accept marketing papers. Out of the 50 journals, the following 18 journals accept marketing-related papers as well.

  1. Academy of Management Journal
  2. Academy of Management Review
  3. Entrepreneurship Theory and Practice
  4. Harvard Business Review (available in our Business Source Complete database)
  5. Human Resource Management
  6. Journal of Applied Psychology
  7. Journal of Business Ethics
  8. Journal of Business Venturing
  9. Journal of International Business Studies
  10. Journal of Management
  11. Journal of Management Information Systems
  12. Journal of Management Studies
  13. Management Science
  14. MIS Quarterly
  15. Production and Operations Management
  16. Sloan Management Review
  17. Strategic Entrepreneurship Journal
  18. Strategic Management Journal.

17 Apr 2024

Latest edited book published - Marketing Case Studies in Emerging Markets

I am really happy to announce the publication of our latest edited book titled "Marketing Case Studies in Emerging Markets: Contemporary Multi-industry Issues and Best-practices". The book is published by Springer and co-edited with Soo Yeong Ewe, Ezlika M. Ghazali and Racheal Louis Vincent.

The book has 18 cases from different countries and industries. 

Here are the main highlights of the book:

  • Discusses real-world examples of companies that have faced unique issues in emerging markets.
  • Helps in analyzing the strategies and tactics used by companies in these markets.
  • Offers a multi-industry perspective on best-practices helpful for strategy formation.

You can access the book via this link: https://doi.org/10.1007/978-3-031-51689-4

Ran a session as part of the UNGCMYB x Monash CSMP for Sawarak Energy

I was recently in Kuching, Sarawak as part of the Certified Sustainability Manager Programme (CSMP) for executives of Sarawak Energy, which the School of Business, Monash University Malaysia ran with UN Global Compact Network Malaysia and Brunei (UNGCNMB). 

It was held on Mon 26 Feb 2024 8:30am – 5pm at the Riverside Majestic Hotel Astana Wing Kuching (Jalan Tunku Abdul Rahman, 93756 Kuching, Sarawak, Malaysia)

My session was on 'Sustainability performance target setting'. The session was really interactive and I learnt a lot as well. Thanks to  Pam Lee Wen Ai, who covered some parts of the workshop. 



Also a big thanks to Professor  Dr. Avvari V. Mohan Deputy Head (Engagement & Impact) at the School of Business, Monash University Malaysia for including me in this programme. 

It was nice to visit Kuching, Sarawak again - my 3rd visit. 




2 Feb 2024

Events in January 2024

The first event of this year was an online seminar for staff and PG students at Sher-e-Kashmir University of Agricultural Sciences and Technology of Jammu (SKUAST-Jammu) on the topic: 'Surfing the social wave: Social media marketing strategies for entrepreneurs'. On 18th January 2024.




Thanks to Prof. Jyoti Kachroo, Dr. Anil Bhat and my old friend Prof. Lalit Gupta for inviting me.


The next event was an online workshop on Questionnaire development for online quantitative surveys during the International Conference INCONSYM, 2024. On 30th January 2024.

Received some very interesting questions. Thanks to Symbiosis for inviting me.

10 Sept 2023

Our latest book published - Consumers, Society and Marketing: A Sustainability Perspective

Book: Consumers, Society and Marketing A Sustainability Perspective

I am delighted to announce the publication of our latest book, 'Consumers, Society and Marketing: A Sustainability Perspective'. 

The book is co-authored with Assoc. Prof. Dr. Ezlika Ghazali and published by Springer. It is part of their CSR, Sustainability, Ethics & Governance (CSEG) series.

The book offers valuable insights into the evolving world of sustainable marketing. Provides insights into the various factors that shape consumer behaviour and the impact of marketing on society. It discusses the evolution of marketing and offers critical insights from a contemporary perspective.

Here is the link to the book: https://link.springer.com/book/10.1007/978-3-031-39359-4

28 Aug 2023

New paper looking at digital government service quality published

Our paper titled "The mediating role of occupational stress: a missing link between organisational intelligence traits and digital government service quality" has been published in the International Journal of Quality & Reliability Management. 

With my PhD student Dr. Subashini Ramakrishnan and my colleagues at Nottingham Malaysia - Dr. Kenny Wong Meng Seng and Dr. Myint Moe Chit.

This paper incorporates the organisational model of stress with public service-dominant logic. The research examines how digital service quality is influenced by today's high-performing public organisation stressors (organisational intelligence traits) and non-technical elements (occupational stress). More importantly, digital government service quality was examined from a less emphasised perspective, namely the supply side or service providers’ standpoint in sustaining the digital government service performance.

This is the summary of this paper:

The study innovatively explores the mediating role of occupational stress between organizational intelligence traits and digital government service quality in Malaysia, emphasizing the significance of specific employee-oriented traits.

Key points:

📊 Respondent Profile: 200 respondents comprised 50.8% males and 49.2% females across various work experience categories.

📈 Hypothesis Testing: The indirect effect of Organizational Intelligence (OI) Traits on Digital Government Service Quality was found significant at different levels via Occupational Stress.

🧠 Focus on Employees: Employee-oriented OI Traits like “Alignment and Congruence” and “Heart” showed significant indirect effects on service quality.

⚖️ Inconsistent Traits: Some OI traits, such as “Shared Fate” and “Performance Pressure,” had an insignificant effect on occupational stress.

📡 Digital Service Quality: The study extends understanding of digital #servicequality beyond technological aspects, emphasizing occupational stress.

🇲🇾 Malaysian Context: The paper stresses the importance of employee-oriented OI traits in the Malaysian public sector, especially for digital service quality.

🆕 Originality and Value: Innovative approach by blending the organizational model of stress with public #servicedominantlogic, focusing on modern public organization stressors.

🧘 Intervention Strategies: Proposes comprehensive strategies at organisation and individual levels to sustain digital service quality without neglecting psychological wellbeing.

13 Aug 2023

Article on AI Voice Assistants just published

 Our paper titled "Expectations and beyond: The nexus of AI instrumentality and brand credibility in voice assistant retention using extended expectation-confirmation model" has just been published in the Journal of Consumer Behaviour (ABDC A/ SCOPUS/ WOS/ AJG 2). 

My co-authors are Ezlika Ghazali and Na Kai Lun (Universiti Malaya).

Abstract: 

AI-based voice assistants (AIVA) are capable of interpreting human speech and responding with useful information, aiding with tasks, and controlling other devices. The usage of these AIVAs has grown significantly worldwide. Despite this growth, studies on user behavior related to continued usage intention of AIVAs and effects on the long-term commercial sustainability of brands, remain low. What is less understood is the potential of AI instrumentality attributes and brand credibility components in provoking shifts in post-use behavior of AIVAs. This study proposes a model which expands on the Expectation-Confirmation Model for user continuance behavior of AIVAs, by integrating user's technology related traits, AI instrumentality attributes and brand credibility. To verify the research hypotheses, the study employed partial least square—structural equation modelling, based on 281 validated responses of a survey. This study highlights the significance of Optimism, Innovativeness, and Discomfort for post-adoption confirmation. Higher post-adoption confirmation is strongly associated with perceived intelligence, anthropomorphism, information quality, and system quality. Anthropomorphism and information quality are key factors for brand expertise, while anthropomorphism and system quality are significant for brand trustworthiness. The study confirms that brand expertise and trustworthiness lead to post-use satisfaction and use continuance intention. Understanding the antecedents of satisfaction and continuance intention extends the existing literature on AIVAs and provides valuable insights for academics and practitioners alike. Some implications for researchers and managers are discussed.


Here are the key findings:

🧠 Users' Tendencies and Expectations: Users with higher optimism, innovativeness, and lower discomfort have confirmed expectations after using AIVAs, enhancing perceptions of AI-based factors.

📊 Demographics and Perception: Younger, tech-savvy users tend to be less skeptical, not significantly correlating insecurity with confirmation (79.4% being 34 or younger).

👥 Anthropomorphism's Role: Perceived human-like qualities in AIVAs foster connection and familiarity, driving brand trustworthiness and expertise.

ℹ️ Information Quality and Brand Expertise: Accurate and complete information shapes brand expertise but not trustworthiness.

🎛️ System Quality's Impact: A user-friendly system enhances trust in AIVAs, but may not contribute to brand expertise perceptions.

🧩 Intelligence Not a Major Driver: Intelligence is valuable but not a primary factor in brand credibility; focus on anthropomorphism, system quality, and information quality is more critical.

🎗️ Theoretical and Managerial Implications: Insights into factors that influence the adoption and usage of AIVAs, with strategies for product developers and marketers to enhance user confirmation, satisfaction, and continued use.

The paper is open source. 

11 Jul 2023

ABDC Marketing Journal Quality List 2022

This is a long-overdue post. 

Here is the 2022 list of marketing journals in the ABDC Journal Quality List.

No major changes. Some new additions. Previously there were only 60 B journals. The number has now increased to 63. The Spanish Journal of Marketing is a new entrant to the list as a B journal. E-Service Journal and Journal of Business Market Management were previously in another category and are now listed under the Marketing field.

 A* Journals
  1. European Journal of Marketing
  2. Industrial Marketing Management
  3. International Journal of Research in Marketing
  4. Journal of Consumer Psychology
  5. Journal of Consumer Research
  6. Journal of Marketing
  7. Journal of Marketing Research
  8. Journal of Retailing
  9. Journal of Service Research
  10. Journal of the Academy of Marketing Science
  11. Marketing Science
 A
  1. Appetite
  2. Australasian Marketing Journal
  3. Food Quality and Preference
  4. Health Promotion International
  5. International Journal of Advertising
  6. International Journal of Bank Marketing
  7. International Journal of Consumer Studies
  8. International Journal of Market Research
  9. International Journal of Public Opinion Research
  10. International Journal of Retail & Distribution Management
  11. International Marketing Review
  12. Journal of Advertising
  13. Journal of Advertising Research
  14. Journal of Brand Management
  15. Journal of Business & Industrial Marketing
  16. Journal of Business Research
  17. Journal of Consumer Affairs
  18. Journal of Consumer Behaviour
  19. Journal of Consumer Marketing
  20. Journal of Hospitality Marketing and Management
  21. Journal of Interactive Marketing
  22. Journal of International Marketing
  23. Journal of Macromarketing
  24. Journal of Marketing Management
  25. Journal of Personal Selling & Sales Management
  26. Journal of Product & Brand Management
  27. Journal of Public Policy and Marketing
  28. Journal of Retailing and Consumer Services
  29. Journal of Service Theory and Practice
  30. Journal of Services Marketing
  31. Journal of Strategic Marketing
  32. Marketing Intelligence & Planning
  33. Marketing Letters
  34. Marketing Theory
  35. Psychology & Marketing
  36. Public Relations Review
  37. Quantitative Marketing and Economics
  38. Asia Pacific Journal of Marketing and Logistics
B
  1. Academy of Marketing Studies Journal
  2. Advances in Consumer Research
  3. AMS Review
  4. Asia Pacific Public Relations Journal
  5. Consumption, Markets and Culture
  6. Corporate Communications
  7. Customer Needs and Solutions
  8. Health Marketing Quarterly
  9. International Journal of Emerging Markets
  10. International Journal of Enterprise Network Management
  11. International Journal of Nonprofit and Voluntary Sector Marketing
  12. International Journal of Quality and Service Sciences
  13. International Journal of Sports Management and Marketing
  14. International Journal of Sports Marketing and Sponsorship
  15. International Journal of Strategic Communication
  16. International Review of Retail, Distribution and Consumer Research
  17. International Review on Public and Nonprofit Marketing
  18. Journal of Business-to-Business Marketing
  19. Journal of Communication Management
  20. Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior
  21. Journal of Current Issues and Research in Advertising
  22. Journal of Fashion Marketing and Management
  23. Journal of Financial Services Marketing
  24. Journal of Food Products Marketing
  25. Journal of Global Fashion Marketing
  26. Journal of Global Marketing
  27. Journal of Global Scholars of Marketing Science
  28. Journal of Historical Research in Marketing
  29. Journal of Interactive Advertising
  30. Journal of International Consumer Marketing
  31. Journal of International Food and Agribusiness Marketing
  32. Journal of Inter-Organizational Relationships
  33. Journal of Islamic Marketing
  34. Journal of Marketing Behaviour
  35. Journal of Marketing Communications
  36. Journal of Marketing Education
  37. Journal of Marketing for Higher Education
  38. Journal of Marketing Theory and Practice
  39. Journal of Nonprofit & Public Sector Marketing
  40. Journal of Political Marketing
  41. Journal of Promotion Management
  42. Journal of Public Affairs
  43. Journal of Public Relations Research
  44. Journal of Relationship Marketing
  45. Journal of Research in Interactive Marketing
  46. Journal of Research in Marketing and Entrepreneurship
  47. Journal of Revenue & Pricing Management
  48. Journal of Social Marketing
  49. Journal of the Association for Consumer Research
  50. PRism
  51. Public Relations Inquiry
  52. Qualitative Market Research: an international journal
  53. Service Business
  54. Service Industries Journal
  55. Services Marketing Quarterly
  56. Social Marketing Quarterly
  57. Spanish Journal of Marketing – ESIC
  58. Sport Marketing Quarterly
  59. Young Consumers
  60. British Food Journal
  61. E-Service Journal
  62. Journal of Business Market Management
  63. Tobacco Control
C
  1. Advances in International Marketing
  2. Advertising & Society Review
  3. Arts and the Market (formerly Arts Marketing)
  4. Asian Journal of Business Research
  5. Asian Journal of Marketing (SING)
  6. Canadian Journal of Marketing Research
  7. Indian Journal of Marketing
  8. International Journal of Electronic Customer Relationship Management
  9. International Journal of Electronic Marketing and Retailing
  10. International Journal of Healthcare Management
  11. International Journal of Internet Marketing and Advertising
  12. International Journal of Pharmaceutical and Healthcare Marketing
  13. International Journal of Sustainable Design
  14. International Journal of Technology Management and Sustainable Development
  15. International Journal of Technology Marketing
  16. International Journal of Trade and Global Markets
  17. Irish Marketing Review
  18. Journal for Advancement of Marketing Education (JAME)
  19. Journal of Advertising Education
  20. Journal of Customer Behavior
  21. Journal of Database Marketing & Customer Strategy Management
  22. Journal of Digital & Social Media Marketing
  23. Journal of Empirical Generalisations in Marketing Science
  24. Journal of Euromarketing
  25. Journal of Food Distribution Research
  26. Journal of Hospitality Application and Research
  27. Journal of International Marketing and Exporting
  28. Journal of International Marketing and Marketing Research
  29. Journal of Marketing & Social Research
  30. Journal of Marketing Analytics
  31. Journal of Medical Marketing
  32. Journal of Public Relations Education
  33. Journal of Research for Consumers
  34. Journal of Selling
  35. Journal of Services Research
  36. Journal of Sponsorship
  37. Journal of Targeting, Measurement and Analysis for Marketing
  38. Marketing Bulletin
  39. Marketing Education Review
  40. Marketing Health Services
  41. Research in Consumer Behavior: a research annual
  42. Review of Marketing Science
  43. Revista Portuguesa de Marketing
  44. The Marketing Review
  45. Communication Research and Practice

Paper on digital government service quality published in the Journal of Service Theory and Practice

Our paper, " Occupational stress as a mediator between organisational intelligence traits and digital government service quality: a tri...