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The inclusion of sustainable practices in the service only supply chain (SOSC) is less evident in the literature. The aim of this research is to analyse the enablers of sustainability to be implemented in (SOSC).

A rigorous literature review and experts’ outlook are used to identify fifteen key enablers of sustainability to be implemented in the SOSC. These key enablers are analysed by the interpretive structural modelling (ISM) and fuzzy decision making trial and evaluation laboratory (DEMATEL) technique. A case study of an Indian hospital is taken for testing the relevancy of the research.

ISM identified the six hierarchical levels of the enablers and MICMAC classified the enablers into four categories based on the driving and dependence power of the enablers. The fuzzy DEMATEL technique categorized the enablers into cause and effect groups. Four enablers were found in the effect group and eleven enablers were identified in the cause group.

This research will help the managers in identifying the enablers of sustainability to implement in the SOSC and to handle the critical enablers with care.

This is the first of its kind of study which not only identifies the key enablers to achieve sustainability in the SOSC but also derives the hierarchy levels of enablers and categorizes these enablers into cause and effect groups.

Increasing pressure from the stakeholders makes the inclusion and evaluation of sustainable practices in the service supply chain (SSC) inevitable. Therefore, this paper aims to evaluate the sustainability status of a case organization and discover the barrier to sustainability in the SSC.

From the literature review, five sustainability dimensions, seventeen attributes and sixty-five subattributes of the SSC are identified. A three-level conceptual model drawn on human perception is developed. The overall sustainability status of the SSC is determined by using the multigrade fuzzy logic approach. The fuzzy concept incorporated helps in overcoming the challenges of vagueness and impreciseness in the responses. The case SSC is a WestIndia–based hospital.

The study evaluates the case hospital to be “very sustainable” but far from the “extremely sustainable” level. Six barriers are identified which are reduction in solid waste, compliance with applicable environmental laws and regulations, water usage efficiency, training and education of employees, return on investment and safety equipment for employees. These barriers hinder the hospital from achieving an “extremely sustainable” level.

This paper evaluates, helps the management in identifying the barriers and thus enabling them to work upon these barriers and achieve a greater level of sustainability.

The sustainability practices adopted in this paper for the evaluation of the sustainability status of the SSC have not been used in previous studies. In this study apart from environmental, social and economic aspects, customer management and health, safety and risk management are also incorporated for evaluating the performance of the SSC which makes this study unique. The proposed model can be taken as a benchmark for evaluating the sustainability performance of any SSC.

Despite increasing attentions to sustainable service supply chain management (SSSCM), a framework for performance evaluation of sustainable service only supply chain management (SSOSCM) is still missing. This paper tries to fill this gap and provides a novel conceptual framework.

The articles related to SSSCM are fetched from the databases of SCOPUS and Web of Science. Analysis of 174 articles identified by the systematic literature review is further carried out.

This research identifies the sustainable practices for service only supply chain (SOSC) as environmental management, social management, economic management, customer management, health, safety and risk management, technical sustainability, institutional sustainability, information and technology management as well as two performance measurement criteria as operational performance and organizational performance. This paper provides a novel conceptual framework for the performance evaluation of SSOSCM. The results call for future exploration in the following three broad directions-(1) customer's perception, involvement and their behaviour towards sustainability in SOSC context; (2) trade-off, incentive mechanism and multilevel evaluation for achieving sustainability in SOSC and (3) sustainability in SOSC from various point of views.

The managers can use the framework to assess the performance of the organization while researchers can explore the discussed research gaps.

This is the first paper that provides a novel conceptual framework for the performance evaluation of SSOSCM as well as potential future research directions.

The purpose of this study is to carry out the systematic literature review, bibliometric analysis and content analysis of extant literature of service supply chain (SSC).

Systematic literature review (SLR) technique was used for identifying the research papers. In the first step after reading titles, abstracts and keywords and, full-length articles wherever required, papers not related to SSC were removed. In second steps papers were read more critically and papers not related to SSC were removed. Finally on 502 papers bibliometric and content analysis was further carried out. Content analysis was based on the clusters formed by bibliographic coupling. Further, content analysis of the recent articles revealed the current research trends and research gaps.

This paper identified the six existing research diversifications in SSC as (1) logistics SSC, (2) model, framework and conceptual papers, (3) third-party logistics service providers, (4) articles from various perspective, (5) measurement of quality and performance on services and (6) impact of adoption of technology, cooperation and branding on logistics service providers. Further, six future research directions are also provided.

This research provides a clear view of the progression of publication, research diversification, research themes of six identified clusters, sub-themes of clusters and content analysis of each cluster. Content analysis of recent articles reveals the current research trend and future research directions.

This is a first of its kind of study which presents the diversification of research areas within SSC, bibliometric analysis, content analysis and provides actionable future research direction.

Through a discussion of the case, students will be able to conduct “Pros and Cons” analysis for entering a new market. Conduct “SWOT” analysis for entering a new market. Explain how to create a Blue Ocean Market Space, by implementing the concept of value-innovation. Demonstrate the role of “strategy canvas” and “The four action framework” in creating Blue Ocean Market Space.

This case describes a situation in which Vivek Vyas (Vyas) and Vimal Popat (Popat) first generation entrepreneurs starts their venture shradhanajali.com in June 2011. The monthly revenues range in between INR 75,000 and INR 80,000. Shradhanjali.com has garnered customers from major parts of India, USA, Canada, UK and Africa. It was in 2019 when Vyas and Popat co-founders of Shradhanjali.com were in their office at Rajkot, Gujarat reading an article in financial express, which had a mention of India’s 10 most wacky startups which used technology and internet to get closer to users. One of the startups reported by financial express was offering people to book cremation for the funeral of the deceased loved ones. Looking at the article Popat thought to enter a new market space by mid of 2020, where new offering to customers to book online pujas across temples in India on the birth and death anniversaries of their loved ones. The purpose of this case is to provide an opportunity for the participants to make use of management tools such as Pros and Cons; and SWOT analysis to decide whether shradhanjali.com should penetrate more into this world of e-commerce and offer online puja service to their customers. However, the two co-founders are undecided whether to add online puja service in their service portfolio as they do now know the way forward to convert the idea of online puja into a viable business? Participants need to take into consideration the data given for shradhajali.com and make assumptions and resolve the dilemma through which Vyas and Popat are going through.

The case involves various issues with first generation online startup in strategic management field such “Pros and Cons” analysis and challenges faced during the new market creation phase. Thus, this case can be used for covering multiple perspectives related to blue ocean strategy (e.g. application of strategy canvas and the four action framework).

Teaching notes are available for educators only.

CSS 11: Strategy.

The purpose of this paper is to identify and evaluate the critical success factors which make the dimensions for measuring customer experience (CE) in banking organizations more effective and purposeful. These critical success factors have been prioritized in order to find out which is more important for the five threshold dimensions to achieve favourable CE.

The paper examines the critical success factors of CE which have been identified from the literature survey and through expert's opinion have finally confirmed in context of this study on banking organizations. Further, analytic hierarchy process (AHP) has been used in order to evaluate the identified 14 critical factors of CE and to find their priorities for success in banking organizations.

On the basis of the proposed hierarchical model, the findings suggest that the factors such as convenience, employees, online functional elements, and servicescape are critical for measuring CE in banking organizations.

In the literature, it is assumed that the criteria for measuring CE are mutually exclusive. But it has been found that in the real world these criteria may sometimes depend on one other, particularly in banking organizations. Therefore, in order to resolve such issues it is advised that future research may apply analytic network process (ANP).

The findings suggest that the managers in banking organizations must ameliorate these critical factors according to their weights, in order to attain favourable CE, sustainable competitive advantage and customer delight.

Because of the subjective nature of CE, AHP serves as an empirical approach in prioritization of critical success factors of CE, which has been a major lacuna in available literature. The results presented in this paper are objective, reliable, and may be generalized for measuring CE in banking organizations.

To study the impact, awareness and preparedness of COVID-19, a “pandemic” that has aroused the attention of the entire world because of rapid infection rates; among the targeted rural communities as basis to analyze their self-sustainability level.

A mixed methodology/approach combining critical literature review and questionnaire-based survey has been followed in two villages, covering a sample of 150 households located in Solan district of Himachal Pradesh, India. The parameters were selected to check awareness/preparedness regarding basic guidelines, immunity, requirements of essential facilities to deal with COVID-19 patients, the effect of lockdown on social and financial status, difficulties in education.

The villages have the potential to transform into Smart Villages or Smart Communities with the adaption of self-sustainable processes. The self-reliance on agriculture and traditional lifestyle in targeted rural areas make them relatively safer as compared to the urban areas. The community's overall awareness about COVID-19 and its preparedness was found satisfactory, with some variations that require more innovative strategies with academic interventions.

Although the scope of the study was limited to two remote villages of Himachal Pradesh (India), the results could be generalized for in-depth understanding about other villages in the state to convert them into smart villages.

It summarizes a systemic perspective based on selected parameters on how COVID-19 lockdown has affected different aspects of life in rural communities. Further, collaborative efforts and adoption of self-sustainability model can lead to the remarkable transformation of villages into smart villages.

This paper aims to evaluate the adherence of media reports of suicide published in vernacular language newspapers against the World Health Organization guidelines.

The authors performed a content analysis of all suicide-related news reports published in the seven most widely circulated vernacular newspapers of Maharashtra. News reports published from April 2020 to May 2020 were included.

Among the 355 retrieved suicide reports, 39.2% reports were placed at a prominent position of the newspaper, 92.8% mentioned the name of a person, 93.8% mentioned the method of suicide, while 56.0% reported monocausal explanations for suicide. In contrast, 20.8% of news reports acknowledged a link with mental health disorders, while 0.3% news reports provided information about suicide prevention programs, and 0.8% mentioned suicide-related statistics.

To the best of the authors’ knowledge, this is the first study to report content analysis of suicide reports from Maharashtra state, which is one of the most developed states in India and has high rates of youth and farmer suicides.

The purpose of this paper is to analyse the social and economic disparities across social groups in rural Uttar Pradesh. The paper demonstrates that the structure of the rural economy in India is characterised by deeply ingrained prejudices and social discrimination. The four-village study undertaken in one of the most populated states in India, Uttar Pradesh, clearly reveals that there is a huge disparity in terms of various social and economic indicators and that the so-called high growth has hardly helped in bettering their lives.

The paper is based on primary data collected from the Census survey of villages exploring socio-economic disparities across social groups by using decomposition models.

The results evidently lend credence to the postulations that a large proportion of the disadvantaged groups are prone to multiple deprivations, both in the society and in labour markets. The inquiry reveals this phenomenon clearly.

From the policy point of view, it is therefore imperative to ensure the direct and focussed provision of basic human requirements in terms of education, employment and income of the state. The implementation of direct policy interventions is an absolute necessity if the state has to guarantee convergence and the inclusive growth process on a sustained basis.

This paper fulfils an identified need to study the inequality among the social groups in terms of education, employment, income and livelihood opportunities in selected villages of four districts of Uttar Pradesh.