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11 – 20 of over 1000
Article
Publication date: 26 October 2010

Panchapakesan Padma, Chandrasekharan Rajendran and Prakash Sai Lokachari

The purpose of this paper is to conceptualize hospital service quality (SQ) into its component dimensions from the perspectives of patients and their attendants; and to analyze…

7343

Abstract

Purpose

The purpose of this paper is to conceptualize hospital service quality (SQ) into its component dimensions from the perspectives of patients and their attendants; and to analyze the relationship between SQ and customer satisfaction (CS) in government and private hospitals in India.

Design/methodology/approach

The study employs questionnaire‐survey approach to obtain the perceptions of patients and attendants. The instruments developed have been validated using tests for reliability, validity and uni‐dimensionality. Data collected have been analyzed by using statistical techniques such as bi‐variate correlation and multiple regression.

Findings

Patients and attendants treat the interpersonal aspect of care as the most important one, as they cannot fully evaluate the technical quality of healthcare services. The study also revealed that the hospital service providers have to understand the needs of both patients and attendants in order to gather a holistic view of their services.

Research limitations/implications

Results of the study are dependent on the nature and number of respondents, i.e. the study has captured only the perceptions of service receivers – patients and attendants; and sample size of the study – 204 patients and 204 attendants – due to limited response rate and other operational constraints.

Practical implications

The present study allows the hospital administrators to benchmark their hospitals with those of their competitors by comparing the mean values of the dimensions of SQ. The study also allows a comparison of the performance of government and private hospitals in terms of the services offered.

Originality/value

The study conceptualizes hospital SQ as an eight‐dimensional framework. Further, it also presents the relationship between SQ and CS in Indian Government and private hospitals.

Details

Benchmarking: An International Journal, vol. 17 no. 6
Type: Research Article
ISSN: 1463-5771

Keywords

Article
Publication date: 28 January 2019

Sudhir Ambekar and Rohit Kapoor

The purpose of this paper is to model the distribution stage of the public distribution system (PDS) and optimize the inventory policy during this stage of the PDS to address some…

Abstract

Purpose

The purpose of this paper is to model the distribution stage of the public distribution system (PDS) and optimize the inventory policy during this stage of the PDS to address some of the inefficiencies present in the system. This study models this supply chain as a multistage supply chain consisting of storage depots, issue centers, fair price shops and card holders.

Design/methodology/approach

A two-stage modeling approach is used to model the distribution stage in the PDS. In the first stage, the authors developed a simulation model for periodic review-based stock policy with appropriate assumptions. This helped minimize the total supply chain cost (TSCC). The TSCC consists of three cost elements, namely, ordering cost, holding cost and shortage cost. These three cost elements, in turn, depend on inventory policy parameters, such as review periods and base stock levels, at various echelons. In the second stage, a Genetic Algorithm based optimization approach was used.

Findings

A set of optimal policy parameters was identified. It is observed that base stock levels at issue centers are higher as compared to those in the FPS and the TSCC is less in scenario, when backorder cost is equal to the holding cost.

Practical implications

Present study will be useful to policy makers in improving PDS performance. This optimization of inventory policies helps actors in the PDS supply chain to choose appropriate policy parameters in the present inventory policy so as to reduce the overall distribution cost.

Originality/value

Unlike the previous researchers who examined the PDS from the social security perspective and tried to address specific problems to improve functioning of the PDS, this study looked at the problem as a supply chain-related problem and optimized the inventory parameters in one of the subsets of the PDS supply chain.

Details

Benchmarking: An International Journal, vol. 26 no. 2
Type: Research Article
ISSN: 1463-5771

Keywords

Article
Publication date: 9 November 2020

Anas Islam, Shashi Prakash Dwivedi and Vijay Kumar Dwivedi

This study aims to minimize pollution and enhance the mechanical properties of SiC- reinforced aluminum- based composite by utilizing waste eggshell. Pollution is increasing at an…

Abstract

Purpose

This study aims to minimize pollution and enhance the mechanical properties of SiC- reinforced aluminum- based composite by utilizing waste eggshell. Pollution is increasing at an exponential rate across the globe. Every nation is struggling to have strong control over the rise in pollution. Many countries are even successful in this regard, but only up to a certain extent; also, a lot of capital investment is required just to make arrangements for making and taking care of dedicated dump yards. An alternative approach in this regard could be using the unwanted wastes in some constructive works by recycling them. Novel strategies and dedicated cells for the research and development regarding the recycling of various kinds of wastes are continuously being developed by various nations.

Design/methodology/approach

This study attempts to make a hybrid composite of AA6101 alloy through the friction stir process (FSP) technique in which waste eggshells and SiC have been used as reinforcement particles. As the densities of eggshells, SiC show different values of densities to make them a single entity, they were subjected to ball milling for around 75 h. After ball milling, the reinforcement particles (eggshells and SiC) were distributed uniformly in the metal matrix (Al), and they appear as a single entity in the metal matrix composite.

Findings

The main objective of this study is to obtain an enhanced value of tensile strength of the final composite. Concerning this, the parameters of FSP, i.e. rotational speed and transverse speed, have been optimized through the Box–Behnken design approach. The optimized values of FSP parameters came out to be as 935.92 rpm of rotational speed and 22.48 mm/min as transverse speed value.

Originality/value

The results showed that the tensile strength and hardness of the composite developed at an optimum combination of FSP parameters enhanced by about 47.14 and 45.45%, respectively.

Details

World Journal of Engineering, vol. 18 no. 1
Type: Research Article
ISSN: 1708-5284

Keywords

Content available
Book part
Publication date: 8 April 2024

Amaresh Panda and Sanjay Mohapatra

Abstract

Details

The Online Healthcare Community
Type: Book
ISBN: 978-1-83549-141-6

Book part
Publication date: 16 September 2022

Amina Mohamed Buallay

This chapter discusses and investigates the sustainability reporting across different sectors. The first section discusses and investigates the relationship between sustainability…

Abstract

This chapter discusses and investigates the sustainability reporting across different sectors. The first section discusses and investigates the relationship between sustainability reporting and primary sector's performance (Agriculture and Food Industries Sector and Energy Sector). The second section discusses and investigates the relationship between sustainability reporting and secondary sector's performance (Manufacturing Sector). The final section discusses and investigates the relationship between sustainability reporting and tertiary sector's performance (Banks and Financial Services Sector, Retail Sector, Telecommunication and Information Technology Sector, and Tourism Sector).

Article
Publication date: 8 May 2018

Deepak Eldho Babu, Arshinder Kaur and Chandrasekharan Rajendran

The purpose of this paper is to provide strategic recommendations for Indian hotel administrators for improving sustainability practices: environment, economic and social with…

2690

Abstract

Purpose

The purpose of this paper is to provide strategic recommendations for Indian hotel administrators for improving sustainability practices: environment, economic and social with respect to the supply chain members by analyzing performance dimensions and the importance attached to them.

Design/methodology/approach

Importance performance analysis is a tool to analyze the perception of top-level, middle-level and first-level managers in hotels. Questionnaire is developed to collect the hotel manager’s perceptions. The snowball sampling method is used for data collection.

Findings

The paper introduces specific sustainability practices, namely, environment, economic and social factors, at the interface of the tourism supply chain (TSC). This will allow the hotels to identify the importance and performance of various sustainability practices to achieve a long-term competitive advantage. The present work finds that the responding hotel managers have given highest importance to the sustainability practices within the organization and the hotel manager’s perception of sustainability practices in the TSC will vary with respect to the supply chain members.

Research limitations/implications

The effort has been made to capture specific sustainability practices across the supply chain. The paper reinstates the fact that sustainability practices are not firm specific and should be practiced at the supply chain interface. The data for the study were taken from focal organizations perspective which is the hotels.

Practical implications

Results provide the hotel administrators to develop appropriate strategies to improve their practices and functions by analyzing their strengths and weakness regarding their tangible and intangible assets. The identified sustainability practice attributes can act as a benchmark and drive the hotel industry toward possible cost-saving conditions by prioritizing the allocation of the resources while taking care of overall performance.

Social implications

Results will help the hotel administrators to identify the better sustainability practices which will reduce the negative effects and protect the Mother Nature.

Originality/value

The study included hotels/resorts from tourism locations: hill station, backwaters and coastal areas, specifically in the Indian context.

Details

Benchmarking: An International Journal, vol. 25 no. 4
Type: Research Article
ISSN: 1463-5771

Keywords

Article
Publication date: 29 February 2008

P. Padma, L.S. Ganesh and Chandrasekharan Rajendran

The purpose of this paper is to identify the critical factors (CFs) of ISO 14000; to determine if ISO 14000 certification results in improved organizational performance; and to…

2036

Abstract

Purpose

The purpose of this paper is to identify the critical factors (CFs) of ISO 14000; to determine if ISO 14000 certification results in improved organizational performance; and to analyze the levels of and changes in these CFs and levels of and changes in the indicators of organizational performance (IOPs) in relation to firm attributes considered in the present study.

Design/methodology/approach

The study employs questionnaire‐survey approach to obtain the practitioners' perceptions of ISO 14000 certification, levels of presence of CFs and changes in CFs due to certification, levels of presence of IOPs and changes in IOPs due to certification. The data collected have been analyzed by using statistical techniques.

Findings

The firms regard the preparation for emergencies as an integral part of environmental management system (EMS), and they seem to initially struggle to identify environmental issues that are to be given higher importance. Further, the certified firms find it difficult to continuously improve their environmental management processes. There are significant changes in all the CFs and IOPs due to ISO 14000 certification. Furthermore, more‐experienced firms have higher mean values of levels of all CFs, in comparison with less‐experienced firms. In the course of time, these firms appear to understand the EMS and effectively implement it in order to realize long‐term benefits.

Research limitations/implications

Results of the study are dependent on the nature and number of respondents, i.e. on the perceptions of the top management responsible for quality certification, and the sample size (number of respondents in the current study is 36 due to limited response rate and other operational constraints).

Practical implications

The present study would enable the practitioners to benchmark their organizations (in respect of levels of presence of CFs and levels of presence of IOPs) with those of their competitors, with the best‐in‐class, and also with the industry's mean level. The study also enables one to compare different categories of firms (e.g. firms with low, medium and high levels of turnover; national and international firms; etc.). Since, there is a significant improvement in the organizational performance due to certification, the study provides a strong empirical justification for non‐certified firms to go in for ISO 14000 certification.

Originality/value

The study conceptualizes ISO 14000 as a seven dimensional framework. Further, it has also identified several IOP related to ISO 14000 certified firms. A questionnaire has been developed to obtain the perceptions of top management about the ISO 14000 certification and related factors and indicators; the proposed instrument can be used for several purposes such as functional benchmarking.

Details

Benchmarking: An International Journal, vol. 15 no. 1
Type: Research Article
ISSN: 1463-5771

Keywords

Article
Publication date: 28 December 2021

Rajan Ranjith Kumar, L.S. Ganesh and Chandrasekharan Rajendran

Industry 4.0 has brought about a paradigm shift in value delivery with the introduction of disruptive technologies. This has resulted in efforts by organizations to re-invent…

2050

Abstract

Purpose

Industry 4.0 has brought about a paradigm shift in value delivery with the introduction of disruptive technologies. This has resulted in efforts by organizations to re-invent their business processes and reskill their workforce while attempting to realize digital transformation. Quality management in the context of Industry 4.0 is still in its nascent stage with researchers trying to identify key and relevant components of quality management with respect to Industry 4.0. The current study attempts to address the knowledge gap through a literature review and subsequently provide a conceptual framework for quality in the digital transformation context.

Design/methodology/approach

An integrative literature review was conducted to analyze and abstract knowledge from the literature on Quality 4.0 and a conceptual framework was developed based on the review.

Findings

The review revealed the motivators, building blocks and challenges for Quality 4.0. The conceptual framework discusses the salient points relevant to Quality 4.0 with respect to the people, process and technology dimensions and their sub-dimensions that can be used to build 4.0 capabilities. The proposed framework is represented to depict the conceptualization and the relationships among its components.

Originality/value

This study aims to contribute to the model building efforts of researchers towards Quality 4.0. The points discussed here provide an actionable direction to augment the efforts of practitioners and organizations in quality management in the context of Industry 4.0, especially digital transformation.

Details

International Journal of Quality & Reliability Management, vol. 39 no. 6
Type: Research Article
ISSN: 0265-671X

Keywords

Content available
Book part
Publication date: 27 November 2020

Arthur Seakhoa-King, Marcjanna M Augustyn and Peter Mason

Abstract

Details

Tourism Destination Quality
Type: Book
ISBN: 978-1-83909-558-0

Book part
Publication date: 28 December 2016

Chris A. Vassiliadis and Anestis Fotiadis

This chapter aims to present and analyze how the methodology/approach of service blueprinting may contribute to managing and offering high quality experiences to sport tourists.

Abstract

Purpose

This chapter aims to present and analyze how the methodology/approach of service blueprinting may contribute to managing and offering high quality experiences to sport tourists.

Methodology/approach

In this study we use a combination of theoretical tools to develop a finalized services blueprint map for sport events. The method consists of a literature review and a presentation of empirical findings. First, using a case study, we present the process through which a small-scale sport event blueprint map was constructed. Secondly, based on a meeting with the management staff and the use of diaries, we analyze the comments of tourists in the sport event area. Thirdly, we compare and describe the main contact points between the front-line staff and sport event tourists in a service blueprint. Finally we apply the six dimensional construct domain analysis of service experiences and combine this information in a table format for the Failure, Effect, and Action analysis.

Findings

This study shows that observation, diaries, service blueprints, comment management, and FMEA (Failure Mode and Effects Analysis) are a range of corporate research approaches and management tools that can offer new insights into the theory and praxis of service management applications and can improve the experiences of sports tourists.

Research limitations/implications

This study is related to sport rural events. Researchers have to check with the same method to study the results also in other sport events.

Practical implications

The analysis of Small-Scale Sport Event Services Blueprinting can be combined with other useful managerial tools, like the Failure Mode and Effects Analysis to better manage the contact points, the “moments of truth” of tourist experiences in the sport event service system. In addition, the SMF case study shows that it is useful to point out the problematic areas in the service system using combined methods and managerial tools with the aim of enhancing and contributing to better manage sport tourism event experiences.

Originality/value

It presents the new idea of combining theoretical constructs and measurement tools in order to blueprint, analyze, and create service customer experiences.

Details

The Handbook of Managing and Marketing Tourism Experiences
Type: Book
ISBN: 978-1-78635-289-7

Keywords

11 – 20 of over 1000