Journal article
A transformative service research perspective on caste-based discrimination in microcredit lending in India
Kanika Meshram, Rohan Venkatraman
JOURNAL OF SERVICES MARKETING | EMERALD GROUP PUBLISHING LTD | Published : 2022
Abstract
Purpose: This research aims to address the transformative service research (TSR) agenda by examining the issue of caste-based financial exclusion in microcredit lending services in India. To do so, it draws on statistical discrimination theory from labour economics to develop and test a multi-level prosocial service orientation framework. Design/methodology/approach: Survey data come from 238 loan officers and 250 lower caste loan applicants across 43 microfinance institutions (MFIs) in India. The data are analysed using hierarchical linear modelling, a method appropriate for investigating micro- and macro-level organisational variables. Findings: At the micro level, the service orientation ..
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Funding Acknowledgements
The first author gratefully acknowledges seed funding from Department of Management and Marketing, University of Melbourne and in-kind support from Department of Commerce, University of Mumbai for this project. We would also like to thank the reviewers and editors of this special issue for their invaluable feedback and openness during the review process.