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Accident emergency hospital (AEH) services require cohesive, collective, uninterrupted streamlined medical diagnostic and satisfactory patient care. Medical service efficiency in AEHs is difficult to quantify due to the clinical complexity involved in treatment involving various units, patient conditions, changes in contemporary medical practices and technological developments. This paper aims to show how to measure efficiency by eliminating waste in AEH system, identify service failure points, identify benchmark medical services, identify patient throughput time and measure treatment time when AEH services are nonstandard. The applications shown in this paper are distinct in particular; we the authors use nontraditional and systems engineering approach to collect data as the traditional data collection is difficult in real-time AEHs.

The authors show in this study how to measure overall patient treatment time from admission to discharge. Project evaluation and review technique (PERT) captures the inconsistencies involved in measuring treatment time, including measures of variability. The irregular treatment time and complexity involved in the emergency health-care services are usual. The research methodology illustrates how the time function map and service blueprint can improve value-added time in AEHs and benchmark services between similar AEHs.

The inconsistency in treatment time between AEH in public and private hospital is found to be in ratio of 1:20. The private hospital suggests variety of treatments and long stays for recovery. The PERT computations show that the average time a patient remains in a government AEH is about 10 days. The standard deviation of the AEH treatment time is about 0.043 per cent of the expected patient care time. The inconsistency is not significant as compared to the expected value. In 89.64 per cent of the cases, a patient may be discharged in less than 10 days’ time. The patient on average is discharged in 13 days in a private hospital.

The patient treatment time of an AEH is evaluated with PERT project management approach to account for inconsistencies in treatment time. This research makes new contributions in benchmarking AEH throughput time, identify medical service failure points with service blueprint, measure the efficiency with time function map and collect patient data with nontraditional methods. The inherent inconsistencies in a clinical process are identified by PERT analysis with the variance as a characteristic of the treatment time. Improvement of variability implies cost reduction in AEH system.

The purpose of this study is to contribute to the discourse on livelihood access and challenges of fisherfolks and farmers within coastal communities in Ghana. Insights from such studies can help to create win-win outcomes between communities and oil companies and give the latter social license to operate. Also, it will help to identify the existing knowledge gaps that still need to be filled and contribute to the overall management of Ghana’s oil resources. It will further contribute to the government’s livelihood diversification programs in oil-producing communities.

The study employed the use of qualitative research paradigm to collect primary data in oil- and gas-producing communities in the Western Region of Ghana. Specifically, focus group discussions and in-depth interviews were conducted among diverse stakeholders.

Findings from the study show that several people and households along the coast of Ghana’s Western Region depend on the fishing industry as their livelihoods. However, fisherfolks are facing several challenges due to oil production. For instance, the quantity of fish harvest has reduced drastically since oil production started in 2010. Farming activities have also been adversely affected. The study has unearthed that the existing social and economic infrastructure are very limited to support the development of the coastal communities in Ghana’s Western Region. The study suggests that to deal with some of the challenges faced by coastal communities, livelihood diversification programs should be introduced.

Not every community within the oil and gas areas in the Western Region was covered. Future work will address this limitation.

The study has revealed that the Metropolitan, Municipal and District Assemblies need to expedite the process of conducting a comprehensive needs assessment of communities and capture them in their medium-term development plans.

The corporate social responsibility programs will create win-win outcomes between oil companies and communities.

The study is an original piece of work with data collected from the field. The study will contribute to the efficient management of natural resources in Ghana and other developing countries.

The study sought to assess the nexus between components of perceived justice and satisfaction, trust and loyalty with service recovery.

Survey data were gathered from a sample of 300 clients from 8 midscale hotels in Ghana. Partial least squares structural equation modeling was used to test the hypothesized relationships.

Perceived distributive justice has no effect on customer satisfaction with service recovery. Interactional justice had the greatest effect on customer satisfaction with service recovery. No significant relationship was found between procedural justice and trust. Also, trust had a significant effect on loyalty post-service recovery.

Empirical data were taken from one service industry; thus, it is reflective of only that service industry, generalizations should be mindful of our context bounded results.

The study offers suggestions for managers to leverage the dimensions of perceived justice in order to build trust and loyalty post-service failure. Hotels should treat customers with fairness and respect at every point of contact during the service recovery process. Reward based compensation should be offered to customers to build trust.

The study is among a few to assess service recovery and its link with loyalty from a developing economy context. The study revealed that perceptions of justice with service recovery influences customer loyalty and satisfaction post-service recovery and extend the understanding of service recovery in the Ghanaian hotel sector.

Facilities management (FM) professionals state that adopting FM will positively support core service delivery and ensure customer satisfaction. Evidences of such claim are important as it will enhance the rationale for institutionalising prudent FM service quality in hospitals in Ghana. This paper aims to assess the mediating effect of healthcare FM service quality on patients’ satisfaction and overall healthcare delivery.

This is a cross-sectional study involving adult patients at the Physician outpatient departments and Polyclinics of Komfo Anokye, Tamale and Cape Coast Teaching hospitals in Ghana. A questionnaire survey using a well-structured five-point likert scale based on the SERVQUAL dimensions and Healthcare core service dimensions rooted in the FM framework was used to collect data from 660 patients. Smart PLS was used to analyse the data of 622 valid questionnaires.

The study results revealed that FM service quality mediates the relationship between patients’ satisfaction and three of the constructs under core healthcare delivery. That is, (the quality of healthcare delivery, the quality of healthcare personnel and the adequacy of healthcare resources) – surprisingly, the fourth construct (the quality of administration process) was not supported.

There is no or at best very limited studies on the contribution of healthcare FM on patients satisfaction of core healthcare delivery in Ghana. Therefore, this study will enrich and contribute to knowledge in healthcare FM in general and that of a developing African country in particular.

The paper aims to determine the attractiveness factors of UAE shopping malls from the shoppers' perspective and then to segment shoppers according to these attractiveness factors.

A survey of university staff and principal component factor analysis were used to identify shopping mall attractiveness factors. Segmentation approach using K‐means cluster analysis was also used to segment mall shoppers due to the identified factors.

This study revealed six mall attractiveness factors from the shoppers' perspective: comfort, entertainment, diversity, mall essence, convenience, and luxury. It also arrived at three mall shopper segments, specifically, relaxed shoppers, demanding shoppers, and pragmatic shoppers. Each segment was profiled in terms of mall attractiveness attributes, demographics and shopping behaviour.

This study is limited in that it surveyed UAE University staff as shoppers. Thus, findings may not be representative of UAE shoppers in general.

Identifying mall attractiveness factors for a segmented market gives a better understanding about patronage motives than when it is applied to the market as a whole. This enables mall managers to develop the appropriate retailing strategies to satisfy each segment.

This is the first study to provide an insight of mall attractiveness factors as identified by different shopper segments in an Arabian environment without ignoring the special cultural differences in the UAE.

Corporate leadership and environmental, social and governance (ESG) performance are closely intertwined, as effective corporate leadership can facilitate the achievement of strong ESG performance. Thus, the purpose of the study is to investigate the impact of corporate board leadership on the ESG performance of listed firms.

The sample has been taken from the listed firms of the Nifty 500 index spanning the period of 10 years from 2012 to 2022. Dynamic panel data estimations are applied through a fixed effect model.

The findings of this study revealed that board size, board independence and board qualification have a significant positive influence on ESG performance. It is evident that good corporate governance practices can positively influence ESG performance by fostering accountability, transparency and ethical behavior, as well as better integrating ESG considerations into their decision-making processes and ensuring that ESG issues are prioritized at the highest levels of management. Further findings also revealed that chief executive officer (CEO) duality has a significant negative relationship with ESG performance, which goes against the belief of stakeholder theory.

It has practical implications for policymakers, as they can enact new regulations pertaining to the CEO’s position in the organizations to make corporate governance responsible for improved sustainability and ESG performance.

There are very few studies analyzing the impact of corporate board structure on ESG performance related to emerging markets. Thus, this study contributes to that literature by using the methodology GMM panel data for the first time as per our knowledge

This study aims to investigate whether the correlation between Saudi Arabia’s social and economic reforms, urban megaprojects and sustainable urbanism can lead to an increased quality of life (QoL) in the capital, create a comprehensive lifestyle setup for Riyadh’s residents while also aiming to attract foreign investment.

This research examines five government-sponsored mega-destinations and their master plans against the objectives of Saudi Arabia’s Vision 2030’s Quality of Life Program. Furthermore, the author analyzed to what extent the proposed projects fulfill global mandates of sustainable urban development and how they might help raise the QoL for Riyadh’s residents. The author’s methodology rests primarily on detailed policy evaluation proposed by Vision 2030, literature research and data collected from proposed urban development plans. In parallel, the author conducted informal conversations with people living in affected areas and architectural offices who are involved in the design of the five megaprojects. After collecting the data for each project, the author compared the QoL Program criteria to the data of the proposed megaprojects to examine to what extent the proposed designs implement the QoL criteria of Vision 2030. In the last step, the author evaluated whether and how the proposed plans adhere to globally established guidelines of sustainable urban revitalization by studying possible overlaps and contingencies on an urban level.

The analysis reveals that although each case study project targets one or more specific lifestyle domains, the projects combined fulfill all lifestyle categories specified in Saudi Arabia’s QoL program. In addition, each project contributes measures to improve livability in the categories of urban design and environment, infrastructure and transport, social engagement and safety while also providing a range of economic and educational opportunities for different demographics. In terms of sustainable development criteria, the analysis demonstrates that all case studies provide ample measures to enhance Riyadh’s mobility by providing greenways for pedestrians and cyclists, which connect to public transport. Furthermore, when strategically combined as a series of urban layers, the projects demonstrate potential to form urban synergies among different lifestyle domains that could positively affect existing and proposed neighborhoods, particularly when extended through an inclusive, participatory planning framework, which, in turn, could significantly raise the QoL for a broad socioeconomic demographic.

This research reveals the complex role of megaprojects as change agents for socioeconomic reforms, as signifiers of livability and as planning frameworks to implement sustainable urbanism in Saudi Arabia’s capital, while also creating a lifestyle infrastructure for Riyadh’s residents.

With their sensitive approach to climate, ecologically driven landscape projects and regionalist architecture inspired by the traditional Arab city, these case study projects may serve as an example to other countries in hot arid zones on sustainably revitalizing their urban environments.

This study demonstrates how social and economic reforms intertwine with sustainable urban planning and placemaking to create a comprehensive lifestyle setup for Riyadh’s residents that has not previously existed. On the planning side, this includes creating a massive public infrastructure that encourages walkability and residents’ active participation in recreational, cultural, entertainment and sports activities. However, as the analysis has also revealed, while offering a large number of public facilities, the projects do not embrace a mixed-income project model, which would allow low-income families to live within a market-rate environment. In addition, one of the projects entails the displacement of benefit low-income and migrant communities. Although the government has a separate program that specifically aims at providing affordable housing in other areas of the city, these model destinations primarily target luxury tourists and affluent Saudis, potentially cementing existing socio-spatial divides in the city. Consequently, the megaprojects demonstrate Saudi Arabia’s conflicted response to the logic of entrepreneurial neoliberalism: on the one side, progressive attempts to promote an egalitarian approach to urban livability; on the other, strategic efforts to use megaprojects as spectacular showcases in the global marketplace.

The correlation between Saudi Arabia’s socioeconomic reforms, megaprojects and sustainable urbanism in Riyadh has not been previously explored. Compared to Western countries’ cities, few attempts have been made to investigate the role of livability in the context of emerging countries’ fast-growing urban areas. This paper presents a considerable case study in Saudi Arabia that ties into a more extensive debate on cultural globalization where cities, particularly in the developing world, use megaprojects as change agents to reconstruct their urban territories according to standardized livability indices to elevate their image in the global marketplace.