SMR Vol 34 No 1, 2012

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Home > Publications > Singapore Management Review > SMR Vol 34 No 1, 2012

 SMR Vol 34 No 1, 2012

Transformational Leadership in Indian Banks—Role of Context

Professor HS Sandhu and Kanwaldeep Kaur

The paper articulates the role of context in leadership research by making an empirical investigation into the transformational leadership behaviour of Indian bank managers.

Three Keys to Successful Customer Experience Management

Peter Whalen, PhD and Charles H Patti, PhD

Delivering quality experiences to customers has never been more important. This article suggests that customer experience management, CEM, is a critical source of competitive advantage and introduces three keys to successfully turning your organisation into an experience-focused company.

Leadership and Export Propensity of Malaysian Automotive Firms

Prof Dr Jayaraman Munusamy and Dr Shankar Chelliah

This study investigates the impact of leadership, firm, and environmental characteristics on propensity to export in the Automotive Component Parts Manufacturing Industry in Malaysia.

Modeling Consumer Evaluations of E-Learning Solutions Benefits─An SEM Approach

Rajat Gera

The research paper empirically models consumer (primary school instructor) evaluations of benefits of E-Learning Solutions (ELS) to extract and validate the dimensions of ELS service benefits as perceived by instructors of schools in North India.

Assessing Efficiencies of Banks─A Data Envelopment Analysis

Rohita Kumar Mishra, Mihir Ranjan Nayak and Rosan Kumar Saraf

This paper focuses on assessing efficiency of banks by taking four inputs and three outputs. It highlights the importance of encouraging increased profitability efficiency of public and private sector banks under study.

Viewpoints and Commentaries

Leading and Managing in a Highly Competitive Industry

Interview with Shankar Meembat, Director of Developer Marketing at Nokia.

Changing Role of Public Managers—Viewpoints from Elio Borgonovi

Adrian Kuah and Veronica Vecchi

Adrian Kuah and Veronica Vecchi discuss the interplay of business-government relations and the role of management in modern public policy with the foremost authority on public management, Professor Elio Borgonovi of Bocconi University.