Volume 2 Number 2 (October 2002 - March 2003)

Jandhyala B G Tilak, P Geetha Rani

The study presents an account of the changing pattern of finances of a few select universities in India after the economic reform policies were introduced. It examines source-wise flow of revenues into the universities and the pattern of spending in the universities, covering the period from 1990-91 to 1999-2000. There are wide variations between the various universities both in terms of relative importance of various sources of finances and the pattern of expenditure. The universities are compelled to decrease their reliance on government grants; and the decline is clear when we compare the trends over time and also between the periods, early 1990s and mid-and-late 1990s. The reliance of the central universities on government grants is the highest. But, in majority of the state universities, the dependence on government grants has declined. A similar pattern is observed in the case of fee income as well. In several state universities the hike in fee income is more pronounced than in central universities. Fee income forms more than 20 percent share in recurring income in later period in many state universities.

Bob Brotherton Eef Heinhuis, Kenneth Miller, Monique Medema

This paper focuses on a project designed to investigate the validity of the results obtained from a prior exploratory study undertaken to identify the Critical Success Factors (CSFs) in 'UK Hotels Plc' (Brotherton and Shaw, 1996). To place the study within its conceptual context the nature of CSFs, the origins of this approach and its application to hospitality and other types of business environment are briefly reviewed. This leads into the specific focus derived from the results of the (1996) study and provides the starting point for the empirical aspects of this study. The paper details the methodology adopted and reflects on some of the methodological issues associated with its comparative design. Following the presentation of the empirical results their significance is discussed and reasons postulated for those CSF aspects identified as convergent or divergent. Finally, the practical and research implications of these results, for both the specific hotel context of the study and those of more generic concern, are explored.

Shiri Ahuja

There are various forms of work that can be organized in a manner where teams are working from a distance. An example of such dis tributed team working is a group of people located in various countries, participating in a project where their contributions are independent of each other, but the parts contributed by each member make a complete project. In such projects, the effectiveness of teams is not crucial to the organization of work. But operations that are uncertain, interdependent and time constrained require a competency which has been termed as 'relational coordination' (Gittell, 2000). Relational Coordination is characterized by frequent, timely problem solving communication and by helping shared knowledge and mutual respect.

Rajnish Jain, Sangeeta Jain, Upinder Dhar

Relationships have proved to be the central element in the success of business since time immemorial. They are the invisible threads which bind all business associates. To remain competitive and to carve a niche in a global market, it has become imperative to manage customer relationships effectively. Organizations have realized the life time value of a customer. CRM has once again acquired the highest place in every strategist's priority list. Organizations are redesigning their strategies and sharpening focus on customer relationships for achieving sustainable competitive advantage. Sophisticated toolkits, involving latest technological inputs, are being used to implement CRM programs without proper knowledge of their impact on customers. The biggest challenge faced by marketers is to know the effectiveness of their CRM programs. Keeping in view the requirements of marketers, the present study was undertaken to identify the determinants of CRM effectiveness. It also provides an insight into developing strategies for increasing effectiveness.

Zillur Rahman, S K Bhattacharyya

Globalization is alive and well and the WTO will not be found wanting in creating the institutional framework required to impart stability and security to that process. The process of globalization received a boost at Doha when 142 trade ministers from across the world gave their imprimatur to a new round of trade negotiations. Each participant at the Doha ministerial meet will interpret the outcome to mean that his / her point of view has found adequate expression at the global level. Critics of the Doha outcome will charge their respective governments with having been defeated & checkmated in the trade game. The authors strongly emphasize that the above is a meaningless debate as the nature of multilateral negotiations after the Uruguay round has been such that every country must be giving up something to get something else. Further, they present a ready reckoner as to what actually happened at Doha, and lessons that India must draw from the Doha episode regarding what the Doha outcome means for our economic policies in the medium term and our negotiating strategy and tactics in WTO in days to come, through an ETOP analysis.


The economic reforms in India have resulted into metamorphic changes in the economic framework. A number of developments took place in the financial markets, which increased the importance of financial intermediaries and also opened up the opportunity for growth and development of various financial services. As a result, there has been a qualitative shift in the financial services being provided. They have evolved into highly competitive, complex and sophisticated services due to their continuous refinement. This in turn has led to the development of market - driven financial market. In such a scenario, the need for specialist institutions like a merchant bank has been realised, which provide specialist services effectively and efficiently. Since liberalisation, merchant banks have emerged as important intermediaries in the financial market. They provide specialist services to the corporate clients. With the growing opportunities for the merchant banks a large number of players have entered the market to exploit the opportunities both in the public as well as private sector. The present study focuses on evaluating the marketing mix of the merchant banks both in public as well as the private sector to analyze their marketing effectiveness.


This paper discusses the global developments in e-commerce and opportunities for India. It discusses the IT revolution, impact of E-Commerce and potential gains India can make in the global business. E-commerce is a fast moving area internationally in terms of opportunities and technologies. It is predominantly lead by industry and user sector with government playing a catalytic role providing pro-active support and facilitating critical inputs for growth. India is known to have missed Industrial Revolution of free market economies of the 1970's and 1980's. This paper discusses the challenges that India needs to address to be competitive in the area of e-commerce.

Tapan K Panda

Customer Relationship Management (CRM) has its origin in the basic paradigm of marketing i.e. to satisfy customers with the best possible alternative in the market through a relational exchange process. Customer relationship management goes beyond the transactional exchange and enables the marketer to estimate the customer's sentiments and buying intentions so that the customer can be provided with products and services before he starts demanding. This is possible through the integration of four important components i.e. people, process, technology and data. Customer data management gives us leads about the probability of customer demand and the technology helps us in tracking the characteristics and categorization of customers depending on his past behavior. The process reorients the traditional business models to suit the integrative approach of customer relationship management by emphasising customer life time value rather than product life time value. The product life cycle approach strategy is now obsolete and it gives way to customer life time value. The concept of customer life time value helps the marketer to analyze the cost of acquiring, serving and retaining a certain set of customers in the market. This research paper throws light on some of these issues in financial services industry. The financial services industry today is facing an uphill task of reorienting itself with changing technology and varying customer demand. The literature survey highlights the earlier research references in the area of customer relationship management to augment the body of knowledge for this study. The concepts of creating customer life time value are analyzed with the examples of a credit management strategy and billing system for a financial services industry.

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