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June 2016
Abstracts of other Book Chapters authored by IIMA faculty included in this issue
  • Governance, Efficiency and Effectiveness in Gujarat
    In The Making of Miracles in Indian States, edited by Panagariya, Arvind and Rao, Govinda M., New York: Oxford University Press, 2015, 311-319

    Archana Dholakia and Ravindra H. Dholakia

    The chapter shows that the use of modern technology and management principles in delivery of public services and several reforms including judicial reforms have improved transparency, accountability and interdepartmental coordination in administration. Various illustrations suggest how the state’s efficiency is hampered by the center’s unilateral policies, particularly when a different political party rules the latter. ...

  • Using ICT to Improve Governance and Service Delivery to the Poor
    In Governance in Developing Asia, edited by Deolalikar, A.B, Jha, S. and Quising, P., Northamption: Edward Elgar, 2015, 296–322

    S. C. Bhatnagar

    Information and communication technology (ICT) can improve governance and the delivery of public services to the poor. A large body of literature by multilateral organizations already suggests that ICT can be used in diverse applications to accelerate the dissemination of information on public services, improve their efficiency, increase the transparency and accountability of government ...

  • Customer Cyberbullying: The Experiences of India’s International-Facing Call Centre Agents
    In Boundary Spanning Elements and the Marketing Function in Organization, edited by Sadadev, Sunil, Malhotra, Neeru and Purani, Keyoor, London: Springer International Publishing, 2015, 9-32.

    Ernesto Noronha and Premilla D’Cruz

    As boundary-spanners performing emotional labour via virtual mode in India’s international-facing call centres, agents often face abuse from their overseas customers. Such misbehaviour goes beyond aversive racism to include economic, dispositional, situational and sexual dimensions. Not only do employer organizations and clients, in pursuit of competitive advantage, adopt service level agreements that constrain employee agency ...

  • Issues in PPPs in Ports in India
    In Public Private Partnership: The Need of the Hour, edited by R.K. Mishra et al. Bloomsbury India, 2014, 1-16

    G. Raghuram and Niraja Shukla

    PPP mode of investment in Indian ports has made a significant headway and is preferred for investments today. The 12 major ports and about 200 minor ports along the 7,500 km coastline of the country have together traded about 935 mt of cargo in 2012-13. The traffic is growing each year. The share ...

  • What Emission Levels will Comply with Temperature Limits?
    In Emission Gap Report, edited by Daniel Puig, Bert Metz, Volodymyr Demkine, Nairobi: A UNEP Synthesis Report, 2014

    Amit Garg

    The world is moving towards a crucial new climate agreement in 2015, which could provide the longneeded global plan to slow down climate change and enable humanity to adapt to the unavoidable part of a changing climate. While recognizing that some climate change is unavoidable, global leaders at the 2010 Cancun Climate Conference agreed ...

  • Lessons from the Gujarat Experience and Appendices
    In The making of miracles in Indian states edited by P. Arvind and M. G. Rao, New York: Oxford University Press, 2015, 320-326

    Archana Dholakia and Ravindra H. Dholakia

    This concluding chapter draws common lessons from the three case studies, discusses the latest developments in the states and their likely implications, and speculates on how the promise of a changed approach to federalism that assigns an enhanced role to the states under the newly elected Prime Minister Narendra Modi might impact the ...

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