Purpose – The paper intends to identify the causes or gaps in transfer of managerial knowledge between academia and practitioners and to develop a framework that overcomes the gaps through knowledge management, information technology and human resource practices. The paper aims to suggest a strategic approach based on the knowledge transfer cycle. Design/methodology/approach – The paper presents the development of a conceptual model based on existing research findings and conceptual models in the literature combined with the experience of academicians. Findings – There has been very little transfer of research knowledge due to the inherent barriers in its creation, diffusion, adoption and utilization by practitioners. By enhancing the industry orientation of academicians and adopting systematic processes of review and dissemination, early adopters (practitioners) can experiment and learn to apply theoretical knowledge, which, when supported by institutional mechanisms, of human resource management, information technology and knowledge management (KM), can minimize or eliminate knowledge transfer gaps, leading to improved competitiveness and performance of the firm. Research limitations/implications – The framework has been developed from concepts of KM and transfer and learning and needs to be validated empirically. Practical implications – The framework developed can guide researchers in their approach toward knowledge creation so that their output is adopted by industry and thus has value. Practitioner industries can develop practices based on the framework to enhance their ability to leverage academic knowledge for competitive advantage. Social implications – The paper would enable the framing of policies by higher education institutions and industry to facilitate more effective and efficient transfer of knowledge between researchers and practitioners, leading to enhanced organizational competitive advantage, which would benefit society. Originality/value – The paper provides a framework based on the knowledge transfer cycle model for enhancing the effectiveness and efficiency of research knowledge adoption and utilization.

Purpose – The purpose of this paper is to identify and discuss the key conceptual and empirical inter-relationships between service encounter variables of perceived agent service quality, overall customer satisfaction and perceived value and their relationships with behavioural outcomes of repurchase, recommendation and complaint intentions in the life insurance services in India. Design/methodology/approach – A total of 258 valid responses were generated from existing customers of life insurance services on the selected variables. The relationships were tested by structural equation modeling using AMOS version 4.0. The initial hypothesized model was rejected and a model was modified till acceptable fit was achieved. Findings – The results provide empirical support for the comprehensive nature of direct and indirect effects of service quality, value perceptions and overall satisfaction on future behavioural intentions (BI). The study identifies the key agent service quality attributes of product knowledge, empathy, reliability and trust as important antecedents of favourable behavioural outcomes. Agent service quality, satisfaction and value perceptions have significant affect on recommendation intentions. Originality/value – This is the first study using multivariate and composite model of inter relationship of service encounter constructs and their affect on both favourable and unfavourable BI.

Purpose: The purpose of this paper is to empirically test a research model of consumer consequences of e‐service quality (e‐SQ) perceptions of general web site users.Design/methodology/approach: The dimensions of e‐SQ are extracted and validated through exploratory and confirmatory factor analysis. The uni‐dimensional model of e‐SQ, consisting of web site attributes of ease of access, flexibility, and reliability, is then tested by structural equation modelling using AMOS 4.0 for its linkages with e‐satisfaction (e‐SAT), perceived value, and e‐loyalty‐linked behavioral intentions, i.e. repurchase and recommendation intentions.Findings: It was found that e‐SQ is a direct antecedent of perceived value, perceived value in turn significantly affects e‐loyalty‐related consumer intentions of repurchase and positive recommendations. e‐SAT is a direct antecedent of positive recommendation intentions. However, e‐SQ was not found to have any consequential relationship with e‐SAT or direct links with behavioral intentions of e‐loyalty.Research limitations/implications: The proposed model is empirically validated with self‐selected participants and therefore the results need to be further supported through replication with varied consumer and cultural contexts.Practical implications: The model of e‐SQ and its consequences would help practitioners frame marketing strategies for web sites of e‐services, which are content rich in India, to enhance consumer loyalty and other favorable behavioral intentions.Originality/value: The multi‐variate comprehensive model of e‐SQ and its consequences has not been tested earlier in the e‐services context. The research extends the modelling of service quality and its consequences into the e‐services context.

Purpose: – The purpose of this paper is to extract and validate the dimensions of service quality in retail banking services in India by adopting an integrated and hierarchical perspective of service quality determinants. Design/methodology/approach: – The paper empirically validates a parsimonious (multi-dimensional and multi-level) model of service quality in retail banking services in India. The analysis was conducted using structural equation modeling. A hypothesized second-order model was tested and compared with a first-order model of service quality. The dimensions were extracted through exploratory factor analysis and validated through confirmatory factor analysis. Findings: – The second-order service quality model was accepted based on parsimony as it consisted of five primary dimensions: Service delivery (describing the efficiency with which the service is provided), tangibles (the quality of physical service environment), reliability (the promise of right service being provided), core service (the attributes and features of the service product) and competence (the capability of employees and systems for providing the service). The second-order model enhances the understanding of the structure of service quality for retail banking services in India. The most important dimension was tangibles, especially the physical environment which facilitates efficient delivery of service. Research limitations/implications: – The research provides support for a multi-dimensional second-order model of service quality in retail banking service in India. The results show that customers form perceptions of overall service quality which are reflected by five primary dimensions. The primary dimension of tangibles is the most influential. Practical implications: – Organizations need to measure and manage overall service quality perceptions to build trust and reinforce loyalty intentions among their customers. Banks need to adopt a multi-level approach to managing service quality perceptions, i.e. both at the dimensional level and organizational level. Social implications: – This study would contribute to the enhancement of service quality outcomes in retail banking services in India which has a crucial role in the economic development. Originality/value: – The study proposes and validates a parsimonious and hierarchical model of service quality in the context of retail banking in Indian cultural context. Thus this research provides support to existing knowledge of service quality measurement and management and extends the understanding of its structure by validating the multi-level model in an emerging market context.

The chapter aims to map the trend in publications on the subject of the application of AI and Fintech for financial inclusion by tracking the productivity and impact of authors, documents, countries, and journals and by developing the intellectual and conceptual structure of this subject through bibliometric and Scientometric analysis of selected high-quality articles extracted through keyword search from Scopus database using R package software and Biblioshiny application. A total of 42 articles were selected for this review through a systematic process of extraction, application of exclusion, and inclusion criteria. The bibliometric and Scientometric analysis of the selected articles was conducted by using R software and Biblioshiny application. The results showed an increase in publications in recent years on this subject though the impact of authors and journals on research in this field is limited mostly exploratory or review methodology based with very little empirical research. Thematic mapping shows that while digital finance and financial inclusion along with AI, machine learning, and Fintech are basic themes in this research area, Information technology, and digitalization of financial services occupy mainstream research. The intellectual structure of this field is made up of the knowledge domains of strategic implications of AI and Fintech, the role of AI in financial services and financial inclusion, opportunities and challenges of next-generation financial technologies and their regulation, customer adoption of Fintech, and applications of complex algorithms. Based on the review, conclusions are reached and recommendations for future research are made. <!----> <!----> <!----> <!---->

This study aims to address the gaps in the existing literature on the use of biomaterials in achieving SDG 9, identify gaps in current knowledge, and provide insights for future research directions. A narrative review of 62 papers published between 1996-mid 2023 in which use of biomaterials in achieving SDG 9 ( build resilient infrastructure, promote sustainable industrialization and foster innovation) shows that biomaterials have great potential to transform the construction and infrastructure industries by providing sustainable, biodegradable, and cost-effective alternatives to traditional materials. The use of biomaterials and new technologies in various industries has the potential to create significant economic, social, and environmental impacts. However, realizing these benefits requires investment in research and development, improving production processes, and creating policies that support the use of sustainable biomaterials. There is a need to consider the sustainability and environmental impact of biomaterials in various applications, including medical devices, orthopedic biomaterials, and biofuels, among others. Their development and implementation may require supportive policy and governance frameworks. Future research directions can focus on several areas such as optimization of biocompatibility and biodegradability of biomaterials, developing scalable and cost-effective manufacturing processes for sustainable biomaterials.