Madhan kumar

@amrita.edu

Post-Doctoral Fellow
Amrita school of business

https://researchid.co/p.madhan2010

RESEARCH, TEACHING, or OTHER INTERESTS

Marketing, Multidisciplinary

Scopus Publications

203

Scholar Citations

Scholar h-index

Scholar i10-index

Scopus Publications

Service before self: exploring resilience and locus of control in the frontline service effort behavior
Shameem Shagirbasha, Kumar Madhan, Juman Iqbal, and Hamia Khan
Emerald
PurposeDrawing on the conservation of resource (COR) theory, this study examines the direct relationships between customer incivility and service effort behavior with psychological resilience mediating this association. Furthermore, the study also explores the moderated-mediation effect of internal locus of control.Design/methodology/approachTwo studies were carried out, employing a time-lagged approach. In study 1, data were collected from 422 frontline service employees in the hospitality sector. This was followed by Study 2 in which data were collected from 530 frontline service employees in banking and retail industries. The data were analyzed using SPSS PROCESS macros and AMOS.FindingsThe results specified that customer incivility negatively influences service effort behavior among frontline service employees. Moreover, it was also found that psychological resilience mediated the negative association between customer incivility and service effort behavior. Finally, the results show that the moderated-mediation effect of internal locus of control was also supported.Originality/valueThe study is an attempt to broaden the frontier of customer incivility and highlight how it affects service effort behavior. The findings also highlight the mediating role of psychological resilience between customer incivility and service effort behavior. Moreover, this study makes an enriching contribution by exploring the moderating role of internal locus of control. To the best of our knowledge, such associations remain outside the purview of previous examinations.

From conflict to cooperation: the effects of trait forgiveness on threat appraisal and proactive helping behavior
Shameem Shagirbasha, Kumar Madhan, and Anjali Gupta
Emerald
Purpose While workplace conflicts among coworkers are inevitable, there has been a notable gap in understanding how these conflicts impact employee behavior and the mechanisms through which they exert influence. This study aims to address this gap by examining the intricate relationships between coworker conflict, threat appraisal and proactive helping behavior. Design/methodology/approach The authors build a moderated mediation model that explores the role of trait forgiveness in shaping the interplay between coworker conflict and threat appraisal. Data was collected from 533 first-line employees using a two-wave study through a survey-based method. The data was analyzed using SPSS PROCESS macros and AMOS. Findings This study reveals a compelling insight: employees with high trait forgiveness, even when facing coworker conflict, tend to exhibit high proactive behavior at work, influenced by their perception of reduced threat. Therefore, trait forgiveness reduces the strength of the negative relationship between coworker conflicts and proactive helping behavior via threat appraisal. Originality/value This study uniquely examines how trait forgiveness moderates coworker conflict and proactive helping behavior, addressing a gap in the literature. In contrast to earlier studies that focused on conflict avoidance or resolution, this study shows how high trait forgiveness might turn conflict circumstances into chances for proactive helping behavior through lower threat appraisal. This approach offers a novel perspective on sustaining positive behaviors within conflict-prone environments, advancing the understanding of resilience in workplace dynamics.

Beyond the boss: how distributed leadership elevates team effectiveness in startup organizations? – a multi-level analysis
Shameem Shagirbasha, Kumar Madhan, and Juman Iqbal
Emerald
PurposeThough there is an increasing corpus of work on contemporary styles of leadership, studies on distributed leadership (DL) are still in the nascent stage. Therefore, the purpose of this paper is to investigate how DL affects team effectiveness from the neglected perspectives of team cognition, team motivation and team coordination in startup companies using multi-level analysis.Design/methodology/approachThe authors investigated the study variables through the lens of 42 teams in 18 startup organizations operating in India, representing an equitable distribution of the manufacturing and service sectors. M-plus was used to do statistical analysis on the multi-level model.FindingsDrawing upon social exchange theory (SET), results indicated that DL had a favorable impact on team effectiveness and team cognitive processes, team motivation and team coordination mediates the association between DL and individual perceptions of team effectiveness.Originality/valueVarious studies have been carried out relating to leadership and how it impacts effectiveness. However, as far as the authors know, previous studies have failed to empirically address how DL drives team effectiveness by uncovering the mediating impact of team cognitive processes, team motivation and team coordination in the Indian startup context.

Empowering frontline service employees: examining the link between psychological empowerment, prosocial motivation and proactive behavior through the lens of horizontal collectivism
Juman Iqbal, Shameem Shagirbasha, and Kumar Madhan
Emerald
PurposeElucidating self-determination and psychological empowerment theories, the current study aims to examine the link between psychological empowerment and proactive behavior. Additionally, it delves into the mediating role of prosocial motivation and assesses the moderating effects of horizontal collectivism between psychological empowerment and proactive behavior, examining the moderated-mediation effects of horizontal collectivism.Design/methodology/approachA structured questionnaire was distributed in three waves (T1, T2 and T3) among frontline service hotel workers, out of which only 507 were retained and found useful for analysis. The study employed PROCESS macro models 4 and 8 for the analyses.FindingsThe results indicated that psychological empowerment is connected to proactive behavior through the partial mediation of prosocial motivation. Further, when horizontal collectivism is high, the favorable association between psychological empowerment and proactive behavior via prosocial motivation is stronger.Originality/valueProactive service workers have an innate tendency to contribute optimally to their organization. Yet, research is insufficient about the factors that lead to proactive behavior among frontline service hotel workers. To date, there are hardly any empirical studies that have examined the buffering effects of horizontal collectivism between psychological empowerment and proactive behavior, which contributes to the originality and novelty of our research. In addition, this study offers practical implications related to ways to improve psychological empowerment among frontline service hotel workers in the ever-increasing era of automation.

Workplace isolation during COVID-19 and work–family conflict among academicians: interplay of psychological stress and organizational identification
Shameem Shagirbasha, Juman Iqbal, Kumar Madhan, Swati Chaudhary, and Rosy Dhall
Emerald
PurposeCOVID-19 pandemic has overturned the work and family life challenging the world in unpredictable ways that were previously unimaginable. With universities shutting down and emergence of online classes, this phenomenon is prevalent among academicians as well. With this background, the current study aims to investigate the direct relationships between workplace isolation (WPI) during COVID-19 and work–family conflict (WFC) with psychological stress (PS) mediating and organizational identification (OI) moderating the relationship between the two.Design/methodology/approachThe authors employed time lagged survey and collected data at three different time intervals (T1, T2, T3) from 203 academicians working across various universities and colleges in India. The data were analyzed quantitatively using SPSS PROCESS Macro and AMOS.FindingsThe results indicated that WPI during COVID-19 has a significant positive relationship with PS and WFC . It was also found that PS partially mediated the relationship between WPI during COVID-19 and WFC. Further, OI emerged as a potential moderator.Originality/valueBased on the current empirical studies, it remains unclear if WPI during COVID-19 is associated with WFC. Therefore, drawing upon stress–strain–outcome (SSO) model and the conservation of resource theory, this study makes a significant contribution to the existing body of literature by exploring the unexplored associations. To the best of the authors’ knowledge, such an association has not received much scholarly attention before.

Employee–customer interaction and emotional intelligence to impact emotional labor: does interaction type play any role?
Shameem Shagirbasha, Kumar Madhan, and Juman Iqbal
Emerald
PurposeGrounded in emotional dissonance and social presence theories, this study examines whether the characteristics of employee–customer interaction (frequency, routineness and duration) and emotional intelligence (EI) have an impact on emotional labor (surface acting (SA), deep acting and naturally felt emotions (NFE)) and whether the type of interaction (face to face, voice to voice and online) moderates this relationship.Design/methodology/approachA survey method was employed to collect data from employees working in hotels, customer care and e-booking services (n = 604). The model was tested using structural equation modeling (SEM).FindingsThe study showed that EI was positively linked to deep acting and NFE but negatively associated with SA. Frequency of interaction had a negative relationship with deep acting and NFE but a positive association with SA. Duration of interaction (DOI) had a positive relationship with deep acting and NFE but a negative association with NFE. Routineness of interaction had a negative relationship with deep acting and NFE but surprisingly had a negative relationship with SA. Online interaction moderated the relationship between EI and deep acting.Originality/valueThis pioneering study examines the relationship between EI and characteristics of employee–customer interaction with emotional labor in the Indian hospitality context. While the association between EI and emotional labor has been studied, this study is unique in substantiating the moderating effects of interaction type and is among the first to do so empirically.

Unleashing the missing link between work-family conflict and affective commitment: implications for health professionals
Juman Iqbal, Shameem Shagirbasha, Madhan Kumar, and S.A. Mufeed
Emerald
PurposeElucidating on the theoretical framework of conservation of resource and social identity theories, we aim to explore the association between work-family conflict (bidirectional, i.e. work-to-family conflict (WFC) and family-to-work conflict (FWC)) and affective commitment (AC) via emotional exhaustion (EE). Besides, the buffering effect of organizational identification (OI) in the bi-directional work-family conflict and EE relationship and perceived interactional justice (PIJ) between EE and AC were also tested.Design/methodology/approachA multi-time study was conducted in which data from 675 doctors working in different public hospitals across India were gathered at three-time intervals (T1, T2 and T3). The collected data were then analyzed using statistical software tools, namely AMOS 24 and SPSS v23.FindingsIt was indicated that WFC and FWC have a significant negative association with AC. EE was shown to mediate the relationship between bi-directional work-family conflict and AC. Additionally, OI buffered the relationship between WFC, FWC and EE. Moreover, PIJ was established as a moderating factor in the relationship between EE and AC.Originality/valueThis paper provides a new insight into the work-family conflict-AC relationship by examining it through the mediating role of EE. It offers a nuanced understanding by establishing the buffering effects of OI in the bi-directional WFC and EE. To our knowledge, this research represents the inaugural attempt to investigate the moderating influence of PIJ in the relationship between EE and AC.

Unleashing the missing link between neuroticism and compliance behavior among quick service restaurant employees
Juman Iqbal, Shameem Shagirbasha, and Kumar Madhan
Elsevier BV

Does social perfectionism foster electronic cheating behavior among budding hospitality managers? A moderated mediation analysis
Shameem Shagirbasha, Juman Iqbal, and Kumar Madhan
Elsevier BV

Service with a sense of belonging: navigating work–family conflict and emotional irritation in the service efforts of health professionals
Juman Iqbal, Shameem Shagirbasha, and Kumar P. Madhan
Emerald
Purpose The service effort behavior (SEB) of health professionals may be impeded by many factors. This study aims to draw upon the conservation of resources and stressor–strain–outcome theories to test a moderated mediation model that explores how work–family conflict (WFC) influences SEB. The mediating effect of emotional irritation (EI) and the moderating effect of organizational identification (OI) was also tested. Design/methodology/approach Data was collected over two waves from 524 health professionals working across India and was tested using SPSS PROCESS macros and Amos 24. Findings The results revealed that WFC has a significantly negative relationship with SEB, and EI mediates the relationship between the two variables. The mediation process was further moderated by OI. Originality/value There is an absolute scarcity of evidence that has explored the association of WFC and SEB with the mediating role of EI. Along with offering a nuanced understanding of these relationships, this study also presents some interesting insights to health-care administrators.

A model for lead conversions through cold calling in startup B2B services firms in India: a sense-making derivation
Abishek Santhosh Raj, Shameem Shagirbasha, and Kumar Madhan
Emerald
PurposeCold calling being one of the most preferred modes of sales strategies in the past, with all digital platforms setting in, is it still the best option a B2B service firm has? To seek answer to this interesting question is the purpose of this paper. The study seeks to understand the contributions of both the sales force and the digital marketing team towards lead conversion. The paper also aims to derive a sense-making model for lead conversion based on a few propositions of the study.Design/methodology/approachThe authors have adopted mixed method approach. The authors have chosen a small enterprise offering B2B services to understand the sales process. The past one-year cold calling data were analyzed. In addition, 15 in-depth interviews were conducted among the managers and the executives of the firm. The study adopts the AIDA model of customer response and the stages of selling process to better map the sales process of the firm. Based on the analysis, a new model is proposed to aid lead conversions.FindingsThe findings suggest that cold calling is not an effective mode of sales strategies in this case as the firm experienced a very low conversion rate. However, with the integration of digital marketing efforts with sales process, the sales team could achieve higher conversion rate.Originality/valueVery few studies in the literature examines the effectiveness of cold calling strategy integrated with digital marketing efforts. This is one of the few studies examining cold calling strategy in B2B service firm in India.

The effects of workplace incivility on employee voice behavior in EdTech companies: Implications for HRD research and practice
Madhan Kumar, Siddanagouda Policepatil, and Latha Lavanya Balakrishnan
IGI Global
Drawing on stressor-strain outcome (SSO) and conservation of resource (COR) theoretical framework, this study examines employee irritation as a mediator and psychological detachment as the moderator in the relationship between workplace incivility on employee voice behavior. A cross-section design was used, with multi-source data through convenience sampling from 492 EdTech employees and their supervisors. The effect of moderator and mediator is examined by employing the SPSS process macro. Results revealed that the proposed hypothesis was supported. The findings of this study also open up new lines of research in the EdTech industry and provide implications for HRD professionals, practitioners, and scholars.

Does incivility in quick service restaurants suppress the voice of employee? A moderated mediation model
Kumar Madhan, Shameem Shagirbasha, and Juman Iqbal
Elsevier BV

RECENT SCHOLAR PUBLICATIONS

Beyond the boss: how distributed leadership elevates team effectiveness in startup organizations?–a multi-level analysis
S Shagirbasha, K Madhan, J Iqbal
Evidence-based HRM: a Global Forum for Empirical Scholarship 12 (4), 760-781 2024

Service before self: exploring resilience and locus of control in the frontline service effort behavior
S Shagirbasha, K Madhan, J Iqbal, H Khan
Journal of Service Theory and Practice 2024

Empowering frontline service employees: examining the link between psychological empowerment, prosocial motivation and proactive behavior through the lens of horizontal
J Iqbal, S Shagirbasha, K Madhan
Journal of Service Theory and Practice 34 (5), 664-688 2024

Antecedent and outcome study on energy transition-empirical evidence from G7 countries in TBL approach
R Rajendran, J Krishnaswamy, N Subramaniam, M Kumar
Gondwana Research 131, 300-316 2024

Workplace isolation during COVID-19 and work–family conflict among academicians: interplay of psychological stress and organizational identification
S Shagirbasha, J Iqbal, K Madhan, S Chaudhary, R Dhall
International Journal of Manpower 45 (1), 133-154 2024

Employee–customer interaction and emotional intelligence to impact emotional labor: does interaction type play any role?
S Shagirbasha, K Madhan, J Iqbal
Evidence-based HRM: a Global Forum for Empirical Scholarship 12 (1), 172-192 2024

Unleashing the missing link between neuroticism and compliance behavior among quick service restaurant employees
J Iqbal, S Shagirbasha, K Madhan
International Journal of Hospitality Management 114, 103570 2023

Does social perfectionism foster electronic cheating behavior among budding hospitality managers? A moderated mediation analysis
S Shagirbasha, J Iqbal, K Madhan
Journal of Hospitality and Tourism Management 56, 297-311 2023

Service with a sense of belonging: navigating work–family conflict and emotional irritation in the service efforts of health professionals
J Iqbal, S Shagirbasha, KP Madhan
International Journal of Conflict Management 34 (4), 838-861 2023

Adoption of service robots: exploring the emerging trends through the lens of bibliometric analysis
K Madhan, S Shagirbasha, TK Mishra, J Iqbal
International Hospitality Review 2023

A model for lead conversions through cold calling in startup B2B services firms in India: A sense-making derivation
AS Raj, S Shagirbasha, K Madhan
South Asian Journal of Business Studies 11 (3), 370-384 2022

Does incivility in quick service restaurants suppress the voice of employee? A moderated mediation model
K Madhan, S Shagirbasha, J Iqbal
International Journal of Hospitality Management 103, 103204 2022

A bibliometric analysis of Halal and Islamic tourism
SA Suban, K Madhan, S Shagirbasha
International Hospitality Review 37 (2), 219-242 2021

A bibliometric analysis of Halal and Islamic tourism. International Hospitality Review, 37 (2), 219–242
SA Suban, K Madhan, S Shagirbasha
2021

Harnessing Trees’ Transpiration Water for Ensuring Water Security in Semi-Arid Tropics: An Innovative Approach
R Kumar, M Kumar, CS Sanwal, S Dobhal
J Hortic Sci For 1, 105 2019

Workplace Spirituality and Employee Work Attitudes: Exploring Gender as a Moderator
M Kumar P
IOSR Journal of Business and Management (IOSR-JBM) 18 (5), 01-10 2016

MOST CITED SCHOLAR PUBLICATIONS

A bibliometric analysis of Halal and Islamic tourism
SA Suban, K Madhan, S Shagirbasha
International Hospitality Review 37 (2), 219-242 2021
Citations: 96

Adoption of service robots: exploring the emerging trends through the lens of bibliometric analysis
K Madhan, S Shagirbasha, TK Mishra, J Iqbal
International Hospitality Review 2023
Citations: 12

A bibliometric analysis of Halal and Islamic tourism. International Hospitality Review, 37 (2), 219–242
SA Suban, K Madhan, S Shagirbasha
2021
Citations: 9

Workplace Spirituality and Employee Work Attitudes: Exploring Gender as a Moderator
M Kumar P
IOSR Journal of Business and Management (IOSR-JBM) 18 (5), 01-10 2016
Citations: 9

Antecedent and outcome study on energy transition-empirical evidence from G7 countries in TBL approach
R Rajendran, J Krishnaswamy, N Subramaniam, M Kumar
Gondwana Research 131, 300-316 2024
Citations: 1