use of adversity quotient® (aq®) in creating strong business leaders of tomorrow

386 Pages·2014·4.6 MB·English

® ®
USE OF ADVERSITY QUOTIENT (AQ ) IN
CREATING STRONG BUSINESS LEADERS OF
TOMORROW

A THESIS SUBMITTED TO
SNDT WOMEN’S UNIVERSITY, MUMBAI
FOR THE DEGREE OF DOCTOR OF PHILOSOPHY
IN MANAGEMENT STUDIES

BY

SUSAN TRIPATHI
(NEE’ SUSAN D’SOUZA)
RESEARCH STUDENT

UNDER THE GUIDANCE OF

DR. AJOY K.KONAR
RESEARCH GUIDE

RESEARCH CENTRE: PRIN. L. N. WELINGKAR INSTITUTE OF
MANAGEMENT DEVELOPMENT & RESEARCH, MUMBAI – 400019

SNDT WOMEN’S UNIVERSITY, MUMBAI

JUNE - 2011
® ®
USE OF ADVERSITY QUOTIENT (AQ ) IN
CREATING STRONG BUSINESS LEADERS OF
TOMORROW

A THESIS SUBMITTED TO
SNDT WOMEN’S UNIVERSITY, MUMBAI
FOR THE DEGREE OF DOCTOR OF PHILOSOPHY (PH.D)
IN MANAGEMENT STUDIES

BY
SUSAN TRIPATHI (NEE’ D’SOUZA)
B.Com, MBA (HR)
Change Champion
SimFrost Consulting

UNDER THE GUIDANCE OF
PROF. DR. AJOY K.KONAR
PROFESSOR – PSYCHOMETRICS, IBPS

FORWARDED THROUGH

PROF. DR. UDAY SALUNKHE
DIRECTOR

RESEARCH CENTRE: PRIN. L. N. WELINGKAR INSTITUTE OF
MANAGEMENT DEVELOPMENT & RESEARCH, MUMBAI – 400019

JUNE - 2011
ii
D E C L A R A T I O N

I hereby declare that the thesis entitled “Use of Adversity Quotient® in
creating strong business leaders” submitted by me is based on actual
work carried out by me under the guidance and supervision of Dr. Ajoy. K.
Konar.

The observations, analysis and interpretation made in this research study
as well as the conclusions arrived at and included in this thesis are entirely
my own.

Any reference to work done by any other person or institution or any
material obtained from other sources has been duly cited and referenced.
It is further to state that this work is not submitted anywhere else for any
examination.

Signature of Research Student
Name: Ms. Susan Tripathi (Nee’ D’souza)
Date: 10th June, 2011
Submitted to SNDT Women’s University

Research Centre: Prin. L. N. Welingkar Institute of Management Development
and Research, Matunga (W), Mumbai - 400019
iii
C E R T I F I C A T E

This is to certify that the thesis “Use of Adversity Quotient® in creating
strong business leaders” which is being submitted herewith for the
award of the Degree of Doctor of Philosophy in Management Studies of
SNDT Women’s University, Mumbai is the result of original research work
completed by Ms. Susan Tripathi (Nee’ D’souza) under my supervision and
guidance.

Further I certify that to the best of my knowledge and belief the work
evolved in this thesis has not formed earlier the basis for the award of any
Degree or similar title of this University or any other University or
examining body.

Signature of the Research Guide
Name: Dr. Ajoy K. Konar
Date: 10th June, 2011
Seal

Research Centre: Prin. L. N. Welingkar Institute of Management Development
and Research, Matunga (W), Mumbai - 400019
iv
ACKNOWLEDGEMENTS

A research is always accomplished by the support of many. The literature review, data
collection & analysis, thesis writing and editing require many hands. My gratitude is
due to all the people who volunteered their time and energy on this project and I
thank them for their professionalism. There can be several people who I have not
covered here, but their every small help has contributed to my success.

I have been able to successfully complete this research owing to the valuable
guidance of Dr. Ajoy K. Konar, Professor – Psychometrics and Head –Client Relations
at the Institute of Banking Personnel Selection. I cannot ever thank him enough for all
his motivation, expertise, sensitivity and a practical outlook that has directed me all
through this study. His tremendous faith, patience and understanding helped me draw
out my potential and move ahead in my endeavour. I am greatly indebted to him and
express my heartfelt gratitude.

A big thank you to Dr. Paul Stoltz, founder of Adversity Quotient®, who was very
encouraging & kind to give his consent for me to use 131 on-line AQ® profilers for my
study. I am also grateful to Ms. Tina Miller and Ms. Katie Martin from the Peak
Learning Inc., USA, for their prompt replies to all my queries and providing their total
support.

I sincerely thank and acknowledge the valuable time and co-operation given by Dr. P.
S. Rao, Dean, Prin. L. N. Welingkar Institute of Management and Research, Mumbai
for his quick response to many queries put forth. I also wish to thank Ms. Shruti
Mangaonkar for all her co-ordination and prompt help provided.

I am thankful to the Librarian & their team of Prin. L. N. Welingkar Institute of
Management and Research, University of Mumbai, I.B.P. S and I. I. T, Mumbai, where
I spent many days for Literature review.

My heartfelt appreciation to the following Top Management Professionals associated
with the 12 organizations for their total support & participation. These stalwarts in
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their own fields have whole heartedly backed and helped me in my academic
endeavor. Mr. Prasad Bagawade, Global Head HR of Infrasoft Technologies Limited,
Mr. Manoj V. C., Director HR of The Goldensource Limited and Mr. Sunil Majumdar,
Head HR of Hexaware Limited from the Information Technology Industry. Ms. Shailaja
Sharma, Vice President HR of WNS Global and Mr. Rajendra Karpe, HR of Zenta
Limited from the IT Enabled Services / BPO Industry. Mr. B. M. Rao, Head HR of
Shoppers Stop Limited and Mr. Ramesh Mitragotri, Head HR of Aditya Birla Group
(Retail) from the Retail Industry. Mr. Rohit Khosla, General Manager of Taj Lands End,
Mr. Rakesh Rawat, General Manager of The Orchid Hotel and Mr. Oliver Khas, General
Manager of The Renaissance Hotel from the Hotel Industry and Dr. Arun Shetty,
Medical Officer of Hiranandani Hospital.

My sincere thanks to all the CEOs and Head of Companies, Mr. Atul Nishar (Hexaware
Limited), Mr. E. J. Stephen (Lok Group of Hospitals), Mr. Keshav Murugesh (WNS
Global), Mr. Hanuman Tripathi (Infrasoft Technologies Limited) who were very
supportive and encouraged me in this research by directing me to their Human
Resources Head, who in turn helped me in reaching out to their employees for this
study. I am also thankful to Mr. Rajiv Vaishnav, Vice President (Member Outreach),
and Dr. Chetan Samant from NASSCOM for their guidance and help in getting me
connected with a few organizations who participated in this study. My thanks are due
to Mr. Pradeep Mallick, a Board Member on several companies, who gave me
references of organizations who could participate in the study.

I am indebted to all the employees of the participating companies who wholeheartedly
responded and also extended their help in my research. They have always welcomed
my personal visits or telephone calls, which I would make, to gather more information
amidst their busy schedules. They have at all times shown extreme professionalism in
their approach.

Many thanks to Dr. C. M. Dwivedi, President & Global Head (Corp. HR), Datamatics
Corporation, Dr. Seema Mishra Thakur, Associate Professor, The Institute of Science;
Late Dr. Chirag Unadkat from NMIMS and Dr. Meenakshi Gupta, Professor, I.I.T for
their timely inputs, encouragement & support provided to me in my research.

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I thank my colleagues of InfrasoftTech for all the positive strokes given whenever
needed. They were always willing to help me in every which manner, I just needed to
ask. These encouragements made a lot of difference in many a tumultuous time.

“My being is their image, without them I would not exist.” I am grateful to God for
having blessed me with my parents, Ansbert & Late Sheila D’souza and my siblings.
They have always given me their total support and encouragement in all my life
experimentations. My late mother has been my role model and I have imbibed from
her the virtues of humbleness and contentment in all life’s achievements. I am
grateful to my in-laws for providing me their support and motivation all through. I am
grateful to aunt Manisha for encouraging me with her daily doses of appreciation
which has helped me stride ahead in completing my doctoral study.

I appreciate the much needed support extended to me by my mentor & husband,
Hanuman Tripathi, who helped me in every possible way to successfully complete this
study. He has been a constant driving force in my professional & academic endeavor
and also a source of inspiration. Whenever I faced a crushing adversity in my doctoral
journey, he always motivated me to keep trudging ahead with focused purpose,
planning, perseverance, patience and of course pride. His unflinching support,
co-operation and direction have helped me in pursuing one of my dearest dreams of a
doctoral degree. No words can ever be sufficient to express my heartfelt gratitude to
him.

I have always seen and felt that hand of God and providence of the Almighty in all my
endeavors. I am indebted to God for having given me the capability, intellect, good
health & drive and most of all the co-operation of everyone to complete this research.

Susan Tripathi (Nee’ D’souza)
Date: 10th June, 2011
vii
Proprietary, Copyrights & IP Notice

This thesis, dissertation, study, research and/or publication (hereinafter referred as
“Thesis”) has been exclusively created by Ms. Susan Tripathi (Nee’ D’souza) hereby
referred as “Author”, as part of the Doctoral program undertaken at SNDT University
of Mumbai, INDIA through the management college of Prin. L. N. Welingkar Institute
of Management Development & Research, Mumbai, under the subject title of “Use of
Adversity Quotient® in creating strong business leaders of tomorrow.”

This is to state the following:

1. The title mentioned above is exclusively registered for the Ph.D program by the
Author and cannot be copied or used by any person or entity for any purpose/s.

2. The Thesis, including hypothesis, analysis, conclusions and recommendations,
together with original writings developed by the Author, that have not been taken
from a third party source, all are exclusive property of the Author only and is not
available for copying, adaptation or reproduction of any nature, without the prior
written permission of the Author.

3. In conducting the above study/Thesis, the Author has made use of several third
party works, pre-published material, other researches, books, periodicals, journals
etc. All such works exclusively belong to original authors, owners of the trade
mark or IP of any nature and the Author acknowledges all such third party
ownerships and does not claim any personal ownership of any such third party
work used in the Thesis.

4. In conducting this Thesis, the Author has made an authorized use of a tool named
“AQ Profiler®”, exclusively owned by Dr. Paul Stoltz from Peak Learning, Inc. in
USA, under license to the Author for exclusive purpose of undertaking this Ph.D
program and the Thesis. The Author acknowledges the sole & exclusive property
rights on the term AQ® and AQ Profiler® in the name of Dr. Paul Stoltz.

5. “All Rights Reserved” on this Thesis in the sole benefit of the Author and SNDT
University, as per the policy & rules of the SNDT University. All Third Party
Trademarks & Copyrights wherever applicable acknowledged.
INDEX

CHAPTER NO. CONTENTS PAGE NO.
Cover Page I – II
Declaration III
Certificate IV
Acknowledgement V – VII
Index VIII – X
List of Figures XI – XI
List of Tables XI – XV
List of Graphs XV – XIX
List of Quadrants XIX – XXI
List of Appendix XXI – XXI
It’s Up To You – A Poem XXII – XXII
Chapter – 1 Introduction 1 – 30
1.1 Abstract 2
1.2 How this study was conceived? 2
1.3 Introduction 4
1.4 Evolving of Human Personality 5
1.5 Stress: The Inevitable 9
1.6 Team Management 12
1.7 Coping Behaviour 15
1.8 Concept of Adversity Quotient® 21
1.9 How this study progressed and was completed 28
Chapter – 2 Review of Related Literature 31 – 97
2.1 Introduction 32
2.2 The Leadership Challenge 33
2.3 Re-examining Human Development… Are Leaders 34
born or are they made?
2.4 Understanding Coping Behaviour… Do Leaders possess 40
traits distinct from others?
2.5 Adapting Best Leadership style… Are there visible 50
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differences between Managers and Leader/Managers?
2.6 Understanding IQ, EQ and one’s AQ®… Are Leaders 55
facing Bigger challenges?
2.7 Creating Sustainable Optimism constantly… Does 71
Leader’s performance impact people and
organizations?
2.8 AQ® studies conducted in India and abroad 78
2.9 Significance of AQ® to the services industries 89
2.10 Information about the 5 service industries: 89
2.10.1 Information Technology Industry 90
2.10.2 IT Enabled Services/Business Process Outsourcing 91
Industry
2.10.3 Retail Industry 92
2.10.4 Hotel Industry 94
2.10.5 Hospital Industry 96
Chapter – 3 Research Design and Methodology 98 – 135
3.1 Need and Significance of the study 99
3.2 Statement of the problem 100
3.3 Test Hypothesis 100
3.4 Objectives of the Study 102
3.5 Research Design and Methods 106
3.6 Statistical Tools used in the study 109
3.7 Classification of variables used in the study 113
3.8 Description of variables 114
3.9 Sampling Techniques 124
3.10 Selection Criteria 125
3.11 Data Collection Techniques 126
3.12 Description of Tools Used for Data Collection 128
3.13 Administration Procedure & Data Collection 132
Chapter - 4 Frequency distribution of sample characteristics 136 – 221
4.1 Introduction 137
4.2 Frequency distribution tables & graphs for sample 138
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