This issue contains four papes that contribute to the existing literature on organizational behavior. The topics covered by the papers include personality, emotional demand, framework for global leadership and job stress.
The first paper, “Determining the Antecedents of Job Stress and Their Impact on Job Performance: A Study Among Faculty Members”, by Sudatta Banerjee and Payal Mehta, examines the antecedents of job stress of faculty members in management schools and their impact on job performance. The study highlights specific antecedents, such as teaching stress, work overload and poor interpersonal relationships, of occupational stress in the faculty members. Job avoidance and job dissatisfaction were identified as the consequences of job stress by the authors. The findings of the study highlight the role of teaching stress in avoidance. Work overload stress and poor interpersonal relationship were identified as important factors that lead to job dissatisfaction. The study contributes to the literature on occupational stress in academics especially in the Indian context.
The second paper, “The Impact of Emotional Demand and Job Demand on Emotional Exhaustion: A Study on Sales Executives of Automobile Showrooms”, by J Anitha and Preetha F James, investigates the role of emotional and job demands on the sales executives in an automobile showroom. The paper highlights the importance of emotional and job demands in a service sector especially with regard to employees who are directly in contact with the customers. The study emphasizes the importance of emotional demand over job demand for the sales executives of automobile showroom. As the focus of organizations has shifted to providing quality customer service, the role of emotional demand and job demand is necessary in understanding the impact it has on emotional exhaustion. It becomes essential to identify the factors leading to emotional exhaustion, as the impact of emotional exhaustion on the performance of sales executives could be detrimental in nature.
The third paper, “Toward a Conceptual Model of Global Leadership”, by Jose Mathews, proposes a framework of global leadership. With the increase in the number of businesses going global, the paper highlights the importance of global leaders. The author has proposed a framework of global leadership based on a review of literature on leadership from different perspectives such as cognitive complexity, competency perspective and human capital perspective. The proposed model highlights the macro and the micro contingency factors which lead to global leadership through leader behavior. The author has emphasized leader behavior, in tune with Cognitive Abilities/Processes, Emotional Resilience and Cultural Intelligence (CQ), as important in defining a global leader. Besides the factors mentioned, the study also focuses on motivational processes, personality and the importance of being a visionary as important elements in defining a global leader. The paper contributes to the literature on global leadership by proposing a framework that can be tested further.
The fourth paper, “Identifying the Personality Preference Across Faculties and Demographic Factors: Myers-Briggs Personality Profiles of Academics of Eastern University, Sri Lanka”, by S Sritharan and V R Ragel, investigates the personality types of faculty members/academicians in an Eastern Univerity of Sri Lanka using the Myers-Briggs Type Indicator (MBTI) inventory, along with the personality preferences across faculties. The study has further tested for differences in personality preference with regard to religion, staff grade, qualification, gender and marital status. The findings of the study suggest that a personality type of ISTJ, ESTJ and INTJ was most prevalent among the faculty members. Preferences for personality traits such as extraversion, sensing, thinking and judging were higher compared to the others. The personality preference scale of academic profile varied with gender, religion and stream of subject. The paper contributes to the relevance of different personality types among faculty members especially in the context of Sri Lanka.
Automated Teller Machines (ATMs): The Changing Face of Banking in India
Bank Management
Information and communication technology has changed the way in which banks provide services to its customers. These days the customers are able to perform their routine banking transactions without even entering the bank premises. ATM is one such development in recent years, which provides remote banking services all over the world, including India. This paper analyzes the development of this self-service banking in India based on the secondary data.
The Information and Communication Technology (ICT) is playing a very important role in the progress and advancement in almost all walks of life. The deregulated environment has provided an opportunity to restructure the means and methods of delivery of services in many areas, including the banking sector. The ICT has been a focused issue in the past two decades in Indian banking. In fact, ICTs are enabling the banks to change the way in which they are functioning. Improved customer service has become very important for the very survival and growth of banking sector in the reforms era. The technological advancements, deregulations, and intense competition due to the entry of private sector and foreign banks have altered the face of banking from one of mere intermediation to one of provider of quick, efficient and customer-friendly services. With the introduction and adoption of ICT in the banking sector, the customers are fast moving away from the traditional branch banking system to the convenient and comfort of virtual banking. The most important virtual banking services are phone banking, mobile banking, Internet banking and ATM banking. These electronic channels have enhanced the delivery of banking services accurately and efficiently to the customers. The ATMs are an important part of a bank’s alternative channel to reach the customers, to showcase products and services and to create brand awareness. This is reflected in the increase in the number of ATMs all over the world. ATM is one of the most widely used remote banking services all over the world, including India. This paper analyzes the growth of ATMs of different bank groups in India.
International Scenario
If ATMs are largely available over geographically dispersed areas, the benefit from using an ATM will increase as customers will be able to access their bank accounts from any geographic location. This would imply that the value of an ATM network increases with the number of available ATM locations, and the value of a bank network to a customer will be determined in part by the final network size of the banking system. The statistical information on the growth of branches and ATM network in select countries.
Indian Scenario
The financial services industry in India has witnessed a phenomenal growth, diversification and specialization since the initiation of financial sector reforms in 1991. Greater customer orientation is the only way to retain customer loyalty and withstand competition in the liberalized world. In a market-driven strategy of development, customer preference is of paramount importance in any economy. Gone are the days when customers used to come to the doorsteps of banks. Now the banks are required to chase the customers; only those banks which are customercentric and extremely focused on the needs of their clients can succeed in their business today.
