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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.

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.

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.

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.

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.

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

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.

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.

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.

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.

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.

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.

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.

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).

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

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.

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

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.

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

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

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

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.

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

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.

This paper highlights the importance of quality in HEIs.

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

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

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.

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

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.

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

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

This paper explores the relationships between Industry 4.0-driven technologies and the circular economy-driven business model (CEDBM) components of value creation, delivery and capture along manufacturing processes.

Based on the literature, a research model is developed in which the three CEBDM components are represented by five components: product service system (PSS), product design, industrial symbiosis (IS), consumer interaction and pay-per-use/rental. For each of these five components, enabling Industry 4.0 technologies are identified and vague interdependence relationships were assessed using a fuzzy decision-making trial and evaluation laboratory (DEMATEL) method.

This paper contributes to the literature by exploring the relationships of the CEDBM components of value creation, value delivery and value capture with Industry 4.0-driven technological enablers. In addition, causal relationships between Industry 4.0 technologies and their relevance for facilitating CE-enabled manufacturing processes are identified, and finally, Industry 4.0-driven technological enablers of CE are categorized as base and front-end technologies.

The findings suggest that value delivery-based differentiation provides new avenues for value creation and innovative forms of value capture in CEDBMs.

Practitioners can use the findings to develop a roadmap for Industry 4.0-driven technological solutions for CE.

CE-driven processes of manufacturing provide not only opportunities for value capture, creation and delivery but also avenues for customer-centric product and service development and effective resource utilization.

This paper is the first to identify value creation, delivery and capture processes along with Industry 4.0-enabled manufacturing processes.

This paper identifies sources of disruptions that impede resilience in the dairy supply chain in an emerging economy context.

A case study approach is used. The unit of analysis is the Indian dairy supply chain (IDSC). Data were collected from nine major dairy cooperatives and five major private firms operating across the Indian states. A total of 28 face-to-face semi-structured interviews were conducted with two individuals from each case dairy organisation during January 2016 to December 2017.

Disruption sources in the IDSC are both external and internal and impact the quality of products and the distribution network. Compared to developed economies, in an emerging economy context such as India, the number of disruptions is very high. These disruptions negatively impact resilience and affect efficiency, flexibility, responsiveness and product quality.

The findings stress the importance of integration across upstream and downstream processes in the IDSC. However, contextual factors should also be considered when designing the supply chain configuration. Small supply sources may be conceptualised as distributed sources that can be consolidated on the move using logistics and IT-enabled solutions. Moreover, the underlying processes of the dairy supply chain need to adapt to the external environment, and internal causes of disruptions should be eliminated through process redesign.

The findings highlight that the efficient operation of the IDSC is challenged by disruptions, the fragmentation of various stages and poor support infrastructure. The findings may be useful in managing supply networks which have linkages in emerging economies.

The upstream stage of the IDSC involves many small- and medium-sized unorganised producers. The overall inefficiency and poor value generation across the entire IDSC constrain the livelihood and interests of these unorganised producers. Therefore, supply chain design needs to be aligned with social context.

The central contribution of this article is to present sources of disruptions that impact dairy supply chain performance in an emerging economy context. Areas requiring process improvement are also highlighted.

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

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

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.

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.

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

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.

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

This paper explores the enablers of modular healthcare services.

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).

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.

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

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.

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.

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

The customers are demanding the products which are not only healthy but also clean and environment friendly i.e. call for sustainable consumption products. Therefore, this study aims to identify the important drivers of organic food purchase intention.

A cross-sectional research design involving the collection of primary data from 234 respondents was adopted in this study. Responses were gathered from the consumers of organic food representative of the Indian population. Structural equation modelling was applied to analyze data and validate the research model.

The findings of the study would help practitioners understand the factors leading to the purchase intention of organic food products in a growing consumer market. This knowledge would help them devise marketing and communication strategies to increase the consumption of organic food products.

The present study advances existing literature on organic food consumption by extending the theory of planned behaviour with factors, namely, environmental concern, convenience and trust, and establishing their role in developing the purchase intention for organic food products.

Los consumidores demandan productos no sólo saludables, sino también limpios y respetuosos con el medio ambiente, es decir, productos de consumo sostenible. Por lo tanto, este estudio pretende identificar los principales factores que influyen en la intención de compra de alimentos ecológicos.

En este estudio se adoptó un diseño de investigación transversal que incluía la recogida de datos primarios de 234 encuestados. Las respuestas procedían de consumidores de alimentos ecológicos representativos de la población india. Se aplicó un modelo de ecuaciones estructurales para analizar los datos y validar el modelo de investigación.

Las conclusiones del estudio ayudarán a los profesionales a comprender los factores que conducen a la intención de compra de productos alimentarios ecológicos en un mercado de consumidores en crecimiento. Este conocimiento les ayudaría a diseñar estrategias de marketing y comunicación para aumentar el consumo de alimentos ecológicos.

El presente estudio avanza la literatura existente sobre el consumo de alimentos orgánicos mediante la ampliación de la TPB con factores, a saber, la preocupación por el medio ambiente, la conveniencia y la confianza, y el establecimiento de su papel en el desarrollo de la intención de compra de productos alimenticios orgánicos.

顾客要求的产品不仅是健康的, 而且是清洁和环保的, 即呼吁可持续消费产品。因此, 本研究旨在确定有机食品购买意向的重要驱动因素。

本研究采用横断面研究设计, 从234名受访者中收集原始数据。受访者的回答来自于代表印度人口的有机食品消费者。采用结构方程模型来分析数据并验证研究模型。

本研究的结果将有助于从业者了解在不断增长的消费市场中导致有机食品购买意向的因素。这些知识将帮助他们制定营销和沟通策略, 以增加有机食品的消费。

本研究通过扩展TPB的因素, 即环境关注、便利性和信任, 并确定它们在发展有机食品购买意向中的作用, 从而推进了现有的关于有机食品消费的文献。