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This paper aims to explore the antecedents and consequences of service chain flexibility (SCF) in healthcare service delivery.

A structural model was developed based on a literature review. A 29-indicator questionnaire was circulated among service providers in the healthcare system across India, and 253 valid responses were received, corresponding to a response rate of 46%. The research model was assessed using a cross-sectional research design, and the data were analyzed by structural equation modeling using analysis of moment structures (AMOS) software.

Service orientation (SO), technology integration (TI), knowledge sharing (KS) and supply chain integration (SCI) were identified as antecedents of SCF, the consequence of which is responsiveness in service delivery (RSD). Furthermore, patient-centered care moderates the relationship between SCF and RSD.

This paper highlights the impact of SCF on RSD in healthcare organizations. Consideration of the four constructs of SO, TI, KS and SCI as antecedents of SCF and, in turn, RSD may be one of the limitations. Future work may identify other theoretical constructs with potential impacts on SCF and RSD. Furthermore, eight months for data collection could have resulted in early-late response bias. This study was operationalized in India and may reflect political, economic, social, technological, environmental and legal factors unique to India.

The study provides suggestions to practitioners for building RSD by leveraging SO, TI, KS and SCI in flexibility-driven service chain processes. Recognizing the relationships among these constructs can aid in the timely formulation of corrective actions and patient-centric policies.

This paper highlights how focusing on a SCF can promote RSD. This understanding may aid the design of processes that develop patient-centricity and deliver health as a social good in an effective manner.

The empirical evidence from this study can help hospitals integrate and build flexibility in their functions, thus enabling them to deliver responsiveness in care.

Amid the growing investors’ interest in environment, social and governance (ESG) investing, the present study aims to examine the investors’ reactions to the reconstitutions of the prominent Indian sustainability index.

Incorporating both the announcement day (AD) and the effective change day (CD), the market model of event study methodology has been employed to measure the investors’ reactions in terms of abnormal stock returns in both the short and long term. Inclusions in and exclusions from the S&P BSE 100 ESG index are used as an indicator of sustainability.

Surprisingly, our empirical analysis suggests that stock markets do not reward the inclusion of a company in the sustainability index. However, unexpectedly, exclusions are accompanied by significantly positive cumulative average abnormal returns, observed during both the temporary price impact window and the total permanent price effect window. These atypical findings could be linked to the particular clientele composition of included and excluded companies.

The findings of this study carry significant implications for corporate decision-makers, investors and policymakers involved in sustainability and ESG practices within the Indian market. By shedding light on the market’s response to sustainability index reconstitutions, this research can aid in better managing associated opportunities and risks.

While previous research has predominantly focused on American and European markets, our study extends the analysis to understand how Indian investors respond to news of inclusions and exclusions from the BSE 100 ESG index. By offering insights into the price effects associated with the revisions in the S&P BSE 100 ESG index list, the study contributes to the advancement of literature.