The article talks about the role of emotional intelligence in improving the service quality in Indian perspective. As we know that years ago there was Agricultural Age, and then came the Industrial Age, and the present is the Information Age. With emotions gaining so much of momentum world wide it could be quite possible that the coming age will be called as the age of emotional intelligence. Since it is imperative for every individual to deal and interact with co-workers successfully, emotional intelligence competency is almost as important as intelligence quotient for one's own and also for the organization's success. Intelligence skills when mixed with components of emotional Intelligence such as honesty, trust, integrity, resilience, commitment, motivation, empathy, humor, courage etc can spell huge success. More and more organizations are bringing in consultants to conduct workshops based on emotional intelligence for their employees. Management training or development programs are deemed to be incomplete these days if a discussion of emotions does not take place. Organizations have been started to be seen as emotional zones by managers .As the employees have emotions that influence their response to the world around them, this article talks about how emotional intelligence can play a pivotal role in enhancing the service quality of a firm. This article is a theoretical contribution towards the relationship of emotional intelligence with service quality which has not been studied as extensively yet and mostly the available literature focuses on relationship between emotional intelligence and leadership roles.

The telecom sector is one of the prime contributors to India's GDP. The telecom services have been recognized the world-over as an important tool for socio-economic development for a nation. The literature available shows a positive correlation between rapid growth and modernization of various sectors of the economy with the growth of telecom infrastructure. From the time of the British Rule, the Telecom Industry in India was under the strict supervision of the government. The trend continued even after independence until the late 1990s, when the positive initiatives were taken up by the government. The telecom sector was opened up for private investment as a part of liberalization-privatization-globalization policies and since then it has seen radical and structural changes. In the last few decades the common man has seen lot of anomalies and scams in this sector. At present the government due to the transparency revolution is making it as a tool to fight corruption. This sector has also seen exponential growth due to increasing middle class population, competitive environment and the incentives from the government side. The paper is based on the latest statistics available in the government of India and International Telecom Union reports. It intends to discuss the global telecom scenario, the achievement of India in this sector, the growth-pattern of FDI, Mergers and Acquisitions, the changing landscape of telecom sector in terms of issues challenges and opportunities.

Health of the nation is increasingly seen as a robust predictor of economic growth and assuring a minimal level of health care to the population is a critical constituent of the development process. While rising incomes could lead to better health, the relationship also works in the opposite direction. Urbanization is a symbol of development and also of demographic shifts representing a substantial change from how most of the world's population has lived for the past several thousand year. (In India with the rapidly growing urbanization is also increasing the urban poverty at a high pace and posing challenges to the delivery of the health care services to the urban poor) Despite focused health reforms and several growth orientated policies of the government health inequalities prevails creating not only "rural and urban divide " but also "rich and urban poor divide". This research paper attempts to statistically review and assess urban poor health issues, reasons of health inequalities & inhibiting factors to access of health care infrastructure and based on the findings attempts to provide suggestions for improving the efficiency of the health delivery system of the urban poor for improving the health and wellbeing of individuals and communities.

Banks are barometer of every economy. Indian banks are well known for their closed and cautious operations. A sea change is experienced in operations of Indian banking sector due to varied reasons like tough competition from private banks, expectation of 24x7 banking services, financial inclusion and corporate as new entrant in banking sector Indian banks have been always appraised for their accuracy and firm foot-holding in the odd times, when other global banks were feeling the hiccups of financial turmoil such as subprime mortgage and recession. The report card of banks is evaluated on its operational efficiency and risk management practices adopted by banks. Fundamental ratio based analysis is a popular tool to appraise the performance of the banks. CAMEL model provides the roadmap of key ratios that can be utilized for evaluating the performance of the banks. Using, the renowned CAMEL Model, the paper comments on the performance of 14 major banks, which constitute the 'Bankex'indices. Descriptive research has been adopted to evaluate the 14 banks (7 public and private each) on CAMEL Model for a cross sectional data of 14 years period (2000-2013) over 22 variables (ratios). All the secondary data have been gathered from ACE Analyzer database and Money control website. Based on the composite ranking as per CAMEL analysis it was found that ICICI, IndusInd, Kotak Mahindra, Yes Bank and IDBI come in the cadre of top five banks. Bottom five banks list constituted of SBI, PNB, UBI, BOI and Axis. The major limitation of the study was that more banks could have been taken for study. Time horizon could have been expanded.

Objective:To study critical trends prevailing in Management Education and its effect on Business School with specific focus on Self Finance Institutes of Gujarat. Purpose: The purpose of this study is to understand and analyze contemporary issues in Management Education with specific focus on SFIs in Gujarat. The paper is comprised of viewpoints of Senior Academicians of the system. Methodology:The methodology applied is exploratory research, by reviewing the relevant literature on the subject and by interviewing, Eminent Senior Academicians of the system. Findings:The findings indicate a downfall in admissions to management institutes due to compromise in quality of student, increased student's intake, inexperienced faculties, change in admission process, loose handling of regulatory bodies, gap between management graduates and industry requirements. These issues have caused an alarming situation for management education in Gujarat. Research Limitations: This study is limited to the vicinity of Gujarat and it contains view point of eminent academicians of Gujarat only. The views are limited to management program conducted by Self-Financed Institutes affiliated to Gujarat Technological University. Implications:This study will give an insight on the improvement areas of management education in Gujarat. It will help to define the role of management education in society. The study will suggest mitigation strategies for management education in Gujarat. Originality/ Value:Management education has been discussed in past researches. However there is hardly any research which indicates the real problems faced by management education with special reference to Gujarat.

This article extends research linking shopping behaviour to music as an environmental stimulus. Spanning across five sports apparel stores shoppers shopping in a real retail experience reported their perception of time spent inside the store, their overall hearing/aural rating on a ten point bi polar scale and the actual time spent in the store was noted down. Also their level of music familiarity was asked on a 5 point bi polar scale and the tempo of music in each store was analyzed. Results show that music familiarity has a positive relationship with the perception of time. The subjects reported shopping longer when exposed to familiar music but actually the time spent shopping was longer, when exposed to unfamiliar music. This result can be attributed to the notion that time appears to be longer when one can remember more about it and which is what happens when people listen to familiar music. The overall perception of the aural/hearing sense of the consumers also showed a positive relationship with music familiarity. An extensive literature review reveals interesting findings in various types of retail settings, on various consumer behaviour variables, and effects of various music dimensions..

The purpose of the study is to explore the impact of demonetization on digitization in India. On 8th Nov. 2016, Indian Government announced Demonetization by abolishing INR.500 and INR.1000 currency notes in the country with an objective to move towards a cashless economy besides check on black money and other corrective measures. In the short run, it led to temporary derailment of economy and inconvenience to general public. After initial teething problems like severe cash shortage, there was a steady growth in digital transactions when people have adopted to different digital payment modes like Online / Internet banking, ATM facilities, mobile wallets, usage of debit/credit cards and mobile banking, etc. The authors have taken secondary data from the RBI website from March 2015 to July 2018 to analyze the impact of demonetization on digitization. An event window of 20 months predemonetization and 20 months post-demonetization was taken for analysis. The month the event took place i.e., November 2016 was taken as month ‘0’. Descriptive Statistics, Correlation, t-test, and Trend Analysis were carried out to analyze the data. Based on the results extracted, the authors have concluded that there is a significant increase in the usage of various digital payment methods like RTGS, Retail Electronic Clearing, Prepaid instruments in the post demonetization period with a few exceptions like Paper Clearing, Mobile Banking and Debit cards.

The overall purpose of the study was to identify determinants of public works contract performance, in Benishangul Gumuz Region. The researchers used survey method for the study and data were collected from the target population by means of self-administrative questionnaire and sample was selected by using stratified sampling. Descriptive and inferential analysis was employed to analyze the determinants of public construction works contract performance. The consequence shows that all determinants like contractor performance, consultant performance, contract management, and risk management significantly and positively affects public works contract performance; on the other hand cost overrun significantly and negatively affects public works contract performance. Therefore, the researchers recommends that existing low level of public works contract performance should be improved in order to facilitate public service delivery and properly use of public money (wisely use of public resource). Moreover, contractors, consultants and clients should increase their performance. Therefore, owners, contractors, consultants and the concerned Government bodies who struggle to promote growth of public construction works contract should start at giving tremendous effort on this very prominent area. Following this public construction can be used as an engine for basic delivery of public service especially for the poor's and that improving public construction projects performance hence progress the welfare of the society at large.

Deep down every individual in an organization wants to derive maximum satisfaction through his or her performance. It happens only when he/she excels in the role in terms of both efficiency and effectiveness. Research proves that the effectiveness of the work depends not only on the external motivating factors like incentives but it is connected to the ‘inner world’ of the person. It is here, culture comes into the picture because, it has a major role in shaping the values and morals of a person. The doctrine of Karma Yoga can be regarded as the core of the Indian philosophy of work. It explains the relationship between humankind and work. In his dialogue with Arjuna, Krishna explains the significance of work in human life and right way of doing it. He also emphasizes that only by doing it in right way one can excel; therefore, Karma Yoga can be called as 'Science of Human Excellence. The present paper is an attempt to bring out the two dimensions of Action (Karma) - Independent and Interdependent explained in Bhagavad Gita.

In the era of increasing need for customer-centric marketing, the growth of technology such as the Web-based customer relationship management (CRM) has enabled pharmaceutical firms to develop new capabilities to sustain competitive advantage with superior marketing strategies, which include formulating unique, direct relationships with customers. To compete by integrating the online technologies across all aspects of a firm's operations, translates into the need for developing new skills as traditional ways of competing become insufficient. Towards this end, pharmaceutical firms have seized the opportunity to institute relationships with customers (physicians and patients) with the use of the Web. Our research focused on developing a technique that would allow for benchmarking Webbased CRM strategies of firms in any industry. We used the US pharmaceutical industry as a setting to demonstrate how our technique can be used to avoid the typical blind spots of competitor analysis. We used a method called Analytic Hierarchy Process (AHP) to analyze seven firms, selected by executives from the pharmaceutical industry, to compare their Web-based CRM strategies. Results suggest that three of the seven firms were far ahead in the adoption of the Web related to the CRM. One had more focused efforts in patient relationship where as another had a very high focus on physician relationship. The proposed technique can be utilized for competitive analysis in any industry. Implications and future research directions have been discussed.