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Article
Publication date: 10 May 2019

Shefali Srivastava and Gyan Prakash

The purpose of this study is to assess the relationship between patient-centricity, care coordination and delivery of quality care for older people with multiple chronic…

Abstract

Purpose

The purpose of this study is to assess the relationship between patient-centricity, care coordination and delivery of quality care for older people with multiple chronic conditions. Care coordination is defined as a process where physicians, nurses and allied professionals work together to clarify responsibilities, care objectives, treatment plans and discharge plans for delivery of unified care. Patient-centricity is defined as an approach of delivering quality care to patients that focuses on creating a positive experience for them.

Design/methodology/approach

A literature review was used to identify measures of care coordination and then partial least square structural equation modeling was used to assess interrelationship among patient-centricity, measures of care coordination and delivery of quality care.

Findings

Results reveal that care coordinated pathways consist of IT-enabled coordination, interprofessional teamwork, information sharing and facilitative infrastructure requirements and are influenced by patient-centricity. These are deliberate requisites for delivering of quality care. Results of this study present a validated model of care coordination for older people, which may be further explored to refine the concept of care coordination.

Practical implications

Based on these results, practitioners may develop an overarching strategy to deliver seamless care and to achieve better health outcomes. Measures of care coordination may be used as a performance benchmarking tool and will also help in the process mapping of hospitals.

Social implications

This paper highlights how patient-centricity may be achieved by focusing on coordinated care processes. This understanding may help in designing processes, which in turn deliver health as a social good in an effective manner.

Originality/value

Results of this study present such a validated model for care coordination, which can be used by researchers.

Details

Journal of Indian Business Research, vol. 11 no. 4
Type: Research Article
ISSN: 1755-4195

Keywords

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Article
Publication date: 7 December 2020

Gyan Prakash

The purpose of this paper is to understand the meaning and operationalisation of quality of service (QoS) in the context of higher education institutions (HEIs).

Abstract

Purpose

The purpose of this paper is to understand the meaning and operationalisation of quality of service (QoS) in the context of higher education institutions (HEIs).

Design/methodology/approach

A systematic literature review of 167 articles published in various peer-reviewed journals between 1990 and 2019 is performed.

Findings

The findings reveal that around 40 dimensions have been used to conceptualise QoS in HEIs. Reliability followed by responsiveness, tangibility, empathy, assurance, programme design, academic and non-academic processes, reputation and facilities have received the highest attention. The most popular approach is empirical, and surveys and single-context studies are the most popular methods. The United Kingdom (UK) leads research on quality in HEIs, followed by the United States of America (USA) and India.

Research limitations/implications

This paper contributes to the body of knowledge by presenting a comprehensive synthesis of articles addressing QoS in HEIs.

Practical implications

Policymakers and academic administrators can use the findings of this study to conceptualise student satisfaction along the educational value chain. The discussion on HEIs’ and students’ perspectives will help policymakers create teaching excellence.

Originality/value

This paper contributes to the body of knowledge by presenting a unified synthesis of various strands of the literature on QoS in HEIs.

Details

The TQM Journal, vol. 33 no. 6
Type: Research Article
ISSN: 1754-2731

Keywords

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Article
Publication date: 23 November 2018

Gyan Prakash and Shefali Srivastava

The purpose of this paper is to identify the antecedents and outcomes of internal service quality (ISQ) in a health-care environment. The relationships among the…

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Abstract

Purpose

The purpose of this paper is to identify the antecedents and outcomes of internal service quality (ISQ) in a health-care environment. The relationships among the heterogeneous health-care environment, coordinated care, perceived organisational support (POS), ISQ, internal customer satisfaction and patient-centred care were explored.

Design/methodology/approach

Based on a review of the literature, a structural model was developed. A 37-item questionnaire was circulated among service providers in the health-care system, including doctors, nurses and system staff, all over India. The random sampling method was adopted to collect data. A total of 238 valid responses were received. The data were analysed using structural equation modelling.

Findings

The results show that the heterogeneous environment, coordinated care and POS act as antecedents of ISQ, which drives internal customer satisfaction and patient centricity in health care.

Research limitations/implications

The paper contributes to the health-care literature by identifying the antecedents and consequences of ISQ and developing a structural relationship among ISQ, the heterogeneous health-care environment, coordinated care, POS, internal customer satisfaction and patient-centred care.

Practical implications

Hospital administrators may use various constructs of POS, ISQ and coordinated care to measure process and employee performance, which may aid the design of appropriate processes and improve employee selection. The constructs of patient centricity and internal customer satisfaction may be used as benchmarking tools to facilitate the formulation of immediate corrective actions and policies for future courses of action.

Social implications

This paper highlights how patient centricity may be achieved by focussing on ISQ, coordinated care processes and a facilitative internal environment. This understanding may aid the design of processes that in turn deliver health as a social good in an effective manner.

Originality/value

This paper extends past research on ISQ by showing that ISQ affects internal customer satisfaction and, in turn, the quality of service delivery in the system. In the health-care context, heterogeneity in patient needs, coordinated care and organisational support play crucial roles in determining ISQ, which in turn influences the level of patient-centred care.

Details

International Journal of Pharmaceutical and Healthcare Marketing, vol. 13 no. 1
Type: Research Article
ISSN: 1750-6123

Keywords

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Abstract

Subject area

Marketing, retail.

Study level/applicability

The case study is specific to the marketing demographics of Indian shoppers with respect to organized retail stores, and therefore, the inter-relationships between various design elements and the relative importance of certain parameters discussed in the text may not follow the same pattern elsewhere in the world.

Case overview

The case emulates the real-life situation of an organized retail store, Super Mart, to understand the inculcation of voice of the customer in the design of organized retail stores in India. It gives insights about factors which influence the shopping intent of customers while giving information about the inter-relationships among various design characteristics. It also gives an idea about inter-dependence between design characteristics and customer requirements. This is followed by certain questions, the responses to which can be interpreted from the text and the data provided therein.

Expected learning outcomes

The case aims to educate its audience about the following aspects of organized retail business: factors influencing offline shopping intent of customers; relative order of importance of customer requirements with respect to organized retail stores; inter-relationships between various design elements; and future trends in the organized retail space. Such a knowledge would help hone the skills of the next generation of business leaders in the retail space.

Supplementary materials

Teaching notes are available for educators only. Please contact your library to gain login details or email support@emeraldinsight.com to request teaching notes.

Details

Emerald Emerging Markets Case Studies, vol. 5 no. 6
Type: Case Study
ISSN: 2045-0621

Keywords

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Abstract

Subject area

E-commerce.

Study level/applicability

The case study is specific to the marketing demographics of online Indian shoppers and therefore, the inter-relationship between certain customer requirements and design elements and the relative importance of items in the latter may not follow the same pattern elsewhere.

Case overview

At a time when e-commerce is booming in India and when online retailers are posting multifold year-on-year growth, it becomes increasingly important to identify the factors pertaining to online stores which can influence the buying behavior of consumers. This case aims to explore such factors relevant to businesses as well as consumers so as to enable the next generation of leaders in online retail business to gain maximally. It deals with critical design characteristics of online retail stores in India which can prove crucial to their success. These characteristics are manifestations of various customer requirements. Two surveys are conducted to establish a hierarchy of design elements and quantify the inter-relationships between customer requirements and design characteristics. This is followed by leads as to which factors may or may not have contributed toward the declining sales volume of an e-commerce start-up, namely, E-Bazaar.

Expected learning outcomes

The learning objectives of the case include: the study of design characteristics with respect to their relative importance; the analysis of the degree of relationships between the design characteristics and customer requirements; and the interpretation of real-life signs in taking strategic business decisions in the field of e-commerce. The case aims to prepare a new breed of leaders in the e-commerce sector with a good level of relevant business acumen to help them make informed strategic choices.

Supplementary materials

Teaching Notes are available for educators only. Please contact your library to gain login details or email support@emeraldinsight.com to request teaching notes.

Details

Emerald Emerging Markets Case Studies, vol. 5 no. 7
Type: Case Study
ISSN: 2045-0621

Keywords

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Article
Publication date: 26 July 2018

Gyan Prakash

The purpose of this paper is to understand the meaning and operationalisation of quality in the context of higher education institutions (HEIs).

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1651

Abstract

Purpose

The purpose of this paper is to understand the meaning and operationalisation of quality in the context of higher education institutions (HEIs).

Design/methodology/approach

A systematic literature review is performed of 308 articles published in various peer-reviewed journals between 1999 and 2017.

Findings

The findings reveal that the quality constructs of student learning, engagement, service quality and satisfaction have received the greatest attention, followed by total quality management, quality assurance, benchmarking and accountability. The most popular approach is empirical, and surveys and single case studies are the most popular methods. Europe leads research on quality in HEIs, followed by North America and Asia.

Research limitations/implications

This paper contributes to the body of knowledge by presenting a comprehensive synthesis of articles addressing quality in HEIs.

Practical implications

Policymakers and academic administrators can use the findings of this study to conceptualise student satisfaction along the educational value chain. The operationalisation of quality constructs will help policymakers create teaching excellence.

Originality/value

This paper highlights the importance of quality in HEIs.

Details

The TQM Journal, vol. 30 no. 6
Type: Research Article
ISSN: 1754-2731

Keywords

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Abstract

Subject area

Choice Behavior.

Study level/applicability

The case study deals with cross-gender analysis of impulse buying behavior in apparel shopping in India. Any extrapolation of this study to other markets should take into account that Indian consumers are price sensitive. The buying behavior in apparel shopping may not be directly related to other retail categories such as ready-to-eat food, consumer electronics, etc.

Case overview

Mr Khuswant Chaddha’s family business is in tatters. Market dynamics have changed over the years and his textile mill is no longer the cash cow it once was. His son, Gaurav Chaddha, a recent engineering graduate, plans to save the business by venturing into branded apparel retailing. A key component of this strategy is to figure out impulse shopping behavior in apparel purchases. The gender angle is used to better comprehend the differences in impulse buying emotions so that males and females can be targeted with greater success. A survey of shoppers belonging to suitable demographics is used as the backbone of this study. The analysis of the data presents several dilemmas in some critical business decisions.

Expected learning outcomes

The objectives of the case include: understanding how marketplaces change over time; realizing the fact that businesses should evolve over time and even highly profitable business models can become obsolete pretty fast; studying the factors which influence the choice of an apparel store; understanding impulse buying behavior and how gender plays a decisive role in it and analyzing post purchase behavior with respect to gender.

Supplementary materials

Teaching Notes are available for educators only. Please contact your library to gain login details or email support@emeraldinsight.com to request teaching notes.

Subject code

CSS 8: Marketing.

Details

Emerald Emerging Markets Case Studies, vol. 7 no. 4
Type: Case Study
ISSN: 2045-0621

Keywords

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Article
Publication date: 5 September 2018

Gyan Prakash

The purpose of this paper is to review the service quality (SQ) literature in order to understand issues involved in its conceptualization and operationalization.

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1134

Abstract

Purpose

The purpose of this paper is to review the service quality (SQ) literature in order to understand issues involved in its conceptualization and operationalization.

Design/methodology/approach

The paper uses systematic literature review method. The unit of analysis is peer-reviewed journal articles published during 1984 to 2017.

Findings

Findings suggest manufacturing, banking, information technology, higher education, healthcare are the top sectors contributing to the SQ literature. More than 60 models of the SQ have been identified. Service-driven capabilities may be structured along adaptation with strategic drivers and imperatives, learning and alignment, and problem structuring. In doing so the SQ literature is evolving across overlapping phases of conceptualization, expansion, re-conceptualization and integration.

Research limitations/implications

The paper contributes to the body of knowledge by presenting a unified synthesis of more than 814 articles published in the last three decades.

Practical implications

Insights from the paper will help practitioners in understanding customers’ expectations and accordingly configuring effective service delivery systems, setting standards and communicating value to end-customers. This in turn helps them in developing service-based competencies and achievement of competitive advantage.

Social implications

Insights from the paper may help in conceptualizing and delivering SQ-driven public services.

Originality/value

The paper synthesizes and presents various facets of the SQ as a unified body of knowledge.

Details

Journal of Advances in Management Research, vol. 16 no. 1
Type: Research Article
ISSN: 0972-7981

Keywords

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Article
Publication date: 6 October 2021

Gyan Prakash

This paper explores the enablers of modular healthcare services.

Abstract

Purpose

This paper explores the enablers of modular healthcare services.

Design/methodology/approach

A survey-based approach was adopted with specialised hospitals as the unit of analysis. A structural model was developed based on a literature review and assessed using a cross-sectional research design. A 23-indicator questionnaire was circulated among service providers in the healthcare system across India, and 286 valid responses were received. The data were analysed using partial least squares-structural equation modeling (PLS-SEM).

Findings

The results reveal that professional competence, technological versatility, clear division of tasks, channelised flow of information and professional autonomy act as enablers that may drive modular service delivery.

Research limitations/implications

By examining service providers' perspectives, this paper highlights the influence of the identified enablers on modular service delivery in healthcare organisations.

Practical implications

For practitioners, the study provides suggestions for designing patient-centric healthcare services via modular healthcare delivery. The identified structural relationships can facilitate immediate corrective actions and the formulation of future policies. The findings will help practitioners foresee opportunities for patient participation in value co-creation, meet patients' varying needs, decompose service offerings, mix and match components develop sets of rules as interfaces between service modules and design service packages on an ongoing basis.

Social implications

This study underscores the emergence of patient-centric care and may aid the design of processes that deliver health to the patient as a person.

Originality/value

This paper identifies and empirically validates relationships between healthcare service delivery processes and modular service delivery.

Details

The TQM Journal, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 1754-2731

Keywords

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Article
Publication date: 21 August 2018

Gyan Prakash

The purpose of this paper is to understand the meaning and operationalization of food supply chains in the context of the UK and India.

Abstract

Purpose

The purpose of this paper is to understand the meaning and operationalization of food supply chains in the context of the UK and India.

Design/methodology/approach

The paper follows the systematic literature review approach. The paper examines 99 articles published in peer-reviewed-journals from 1995 to 2017.

Findings

Findings reveal that food supply chain literature is explored along themes of procurement, food processing, innovation, traceability, safety, environment and sustainability, food policy, quality, health, consumer behavior and packaging. Within these themes, the UK researchers have primarily addressed vertical integration, coordination, safety, competitiveness and transparency and information technology. Indian researchers have focused on issues such as consumer perceptions, retail format choice, organic, health and wellness products. An empirical category is the most popular approach. The survey method is the most popular approach followed by the single case studies.

Research limitations/implications

The paper contributes to the body of knowledge by presenting a unified synthesis of articles dealing with the food supply chain in the bilateral context of the UK and India.

Practical implications

The policy makers could use findings for conceptualization of complementarities and possible food supply chain networks.

Social implications

Food processing activities may have potential to provide sustaining livelihoods to around sixty percent of the Indian population which depends on the agriculture. In the bilateral context, the UK may also get a reliable and cost competitive partner to meet its food import needs. This will help the UK to focus more on its service-led economy which, in turn, may create more jobs.

Originality/value

The paper highlights the contextual issues of both the countries and presents opportunities for future collaboration.

Details

Journal of Advances in Management Research, vol. 15 no. 4
Type: Research Article
ISSN: 0972-7981

Keywords

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