https://ar.iub.edu.bd/handle/11348/1210 2026-06-27T09:25:21Z https://ar.iub.edu.bd/handle/11348/1217 Workplace bullying: a case on service sector employees Hasan, Ikramul; Noman, A.N.M. Shibly; Sanjana, Bushra Workplace bullying is a critical issue affecting employee well-being and organizational performance in service industries. This study explores the prevalence and nature of bullying behaviors across four Bangladeshi service organizations through qualitative focus group discussions. Using adapted survey instruments and literature-based frameworks, the research identifies various forms of bullying, including humiliation, workload pressure, exclusion, and verbal abuse. Findings indicate that bullying exists in different intensities depending on organizational context, significantly impacting employee satisfaction and productivity. The study highlights the need for effective human resource practices and supportive work environments to reduce bullying and enhance organizational effectiveness and employee well-being. 2019-01-01T00:00:00Z https://ar.iub.edu.bd/handle/11348/1216 The palace luxury resort: service as a strategic differentiator Saha, Suman Prosad; Momotaz, Shamsun Nahar; Jyote, Abul Khair; Jamal, Zakia Binte; Islam, Mohammed Sohel; Azim, Fauzul This case study explores The Palace Luxury Resort in Bangladesh as a strategic example of relationship marketing in the luxury tourism industry. Amid growing domestic tourism demand, the resort differentiates itself through financial, social, and customization bonds to build long-term customer loyalty. Using qualitative methods, the study examines how employee engagement, service personalization, and customer-centric practices enhance guest satisfaction and competitive advantage. Findings show that strong service culture, skilled workforce, and personalized experiences significantly improve customer retention. The study highlights the importance of relationship marketing strategies in sustaining competitiveness in Bangladesh’s rapidly expanding luxury hospitality sector. 2019-01-01T00:00:00Z https://ar.iub.edu.bd/handle/11348/1215 The internationalization of Akij group: shining the spotlight on the first-ever cross-border merger and acquisition (m&a) from bangladesh Mallick, S. M. Yusuf; Mahbub, Tareq; Mahmood Ul Haque, Hasan Md. This case study examines Akij Group’s landmark cross-border acquisition of Robin Resources Malaysia SDN BHD and Robina Flooring SDN BHD in 2018, marking the first international M&A by a Bangladeshi conglomerate. The study analyzes the motivations, regulatory environment, acquisition process, financing structure, and post-acquisition challenges using efficiency, synergy, and diversification theories. It highlights how Akij leveraged strategic fit, industry familiarity, and export expansion opportunities to justify the $77 million deal. Despite operational risks such as integration complexity and currency exposure, the acquisition offers significant benefits in economies of scale, global market access, and enhanced competitiveness for long-term internationalization. 2019-01-01T00:00:00Z https://ar.iub.edu.bd/handle/11348/1214 Usage of chatbot as a new digital communication tool for customer support: a case study on Banglalink Alam, Rezwanul; Islam, Md. Aminul; Khan, Arifur Rahman This case study explores Banglalink’s AI-powered chatbot MITA, introduced in 2018 to enhance customer service through Facebook Messenger. It examines how chatbot technology integrates artificial intelligence to provide 24/7 automated responses for customer queries related to packages, offers, and services. The study highlights MITA’s architecture, including fact QA, FAQ search, chit-chat, and meta-engine functions, which collectively improve response speed and service efficiency. Findings show significant improvements in response time, session handling, and automated query resolution. Despite its advantages, limitations exist in language understanding and contextual accuracy. The case emphasizes the growing role of AI chatbots in telecom customer engagement. 2019-01-01T00:00:00Z