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The purpose of this paper is to determine the best measure among several alternatives (SERVQUAL, weighted SERVQUAL, SERVPERF, weighted SERVPERF) and develop a scale which healthcare providers can use for measurement of healthcare service quality.

The study involved two phases. The first phase was through a series of in-depth interviews with experts and patients followed by a pilot study. Subsequently, the second phase involved a quantitative phase through surveys with 384 patients. Alternative measures were analyzed using coefficient (Cronbach) α, composite reliability, factor analysis and logistic regression analysis.

Findings confirmed “Weighted SERVPERF” using an interactive methodology as the most appropriate for measurement of healthcare service quality.

Using the model and scale developed, healthcare providers will be able to measure healthcare service quality and identify areas of shortfall and act accordingly to improve delivery through allocating resources in service areas that would generate the greatest returns in customer satisfaction. Enhancing satisfaction will ultimately generate patient loyalty and positive recommendation behavior.

This paper aims to develop a model that encompasses the constructs and sub-constructs consumers use in evaluating healthcare service quality (HSQ) in Egypt.

Factor analysis was performed on 40 variables to identify the constructs. Ordinal logistic regression was also used to identify the sub-constructs and examine the effect of each sub-construct on patients’ overall perception of service quality.

Factor analysis confirmed an eight-construct framework: hospital premises and employees; doctor medical service; nursing medical service; diagnostic medical service; admission; discharge; rooms and housekeeping; and meals. Ordinal logistic regression established 17 sub-constructs – physician reliability; physician assurance; physician interaction; physician’s competence; nursing tangibles; nursing reliability; nursing assurance; nursing interaction; nursing responsiveness; diagnostic service competence; diagnostic service reliability; hospital premises and employees tangibles; admission responsiveness; admission knowledge and courtesy; meals tangibles; rooms tangibles and housekeeping courtesy; and discharge knowledge and courtesy – that have significant effect on HSQ. Some sub-constructs had a significantly greater impact on overall perception of service quality than others.

Healthcare providers will be able to pinpoint areas of service quality shortfall and better satisfy their patients. This will ultimately lead to repeat patronage and positive recommendation behavior.

The model is the first comprehensive model in the Middle East that takes into account all constructs and sub-constructs patients use for evaluation of HSQ.

Our research is about the trade in material goods from Asia to Europe over this period, and its impact on Europe’s consumer and industrial cultures. It entails a comparative study of Europe’s East India Companies and the private trade from Asia over the period. The commodities trade was heavily dependent on private trade. The historiography to date has left a blind spot in this area, concentrating instead on corruption and malfeasance. Taking a global history approach we investigate the trade in specific consumer goods in many qualities and varieties that linked merchant communities and stimulated information flows. We set out how private trade functioned alongside and in connection with the various European East India companies; we investigate how this changed over time, how it drew on the Company infrastructure, and how it took the risks and developed new and niche markets for specific Asian commodities that the Companies could not sustain.

‘Javanese culture’ often is associated with ‘patrimonialism’ at its worst, that is, as a prelude to predation. Yet a closer look at some of the well-known court-centred serat (mystical songs) and babad (chronicles) written in Central Java during the late 18th and the 19th centuries provide us with a very different picture. Pujangga (court-poets) crafted sophisticated imaginings of the negara: the State, or rather the domain of both moral and political authority. In territorial terms, they made a distinction between what the ruler could freely dispose of and what he could not alienate. Moreover, the very process of the imperial expansion of the negara under the reign of Sultan Agung (r. 1613–1646) led to the birth of a group of ‘government specialists’: the service nobility of the priyayi. This group held a view of legitimate authority running contrary to any despotic temptation: for the priyayi, exercising power was an art, a craft involving skills that had to be learnt, whereas for the para bangsawan (members of the blood nobility), power was something to be possessed by virtue of the fame of a family name. Yet, during the colonial period, Dutch Orientalists, colonial administrators and high-ranking Javanese Regents came to give a wholly distorted view of this old priyayi conception of power, turning it into the cultural alibi of imperial authoritarianism.

This paper analyses firms, which survived in a collapsed regional cluster. The target is to analyze whether the principles for enduring success identified researching success factors of very old firms also apply in such an environment.

The authors conduct a series of contrasting case studies, embedded in cluster theory and enduring success research.

Firms survived with very different strategies and levels of outsourcing. However, surviving firms were congruently very conservative in their finances and in innovation behavior. Risk aversion and an early detachment from the declining cluster were found as success patterns for survival.

Owing to the disappearance of most other firms in the cluster, it was not possible to evaluate their unsuccessful strategies, which means that they cannot be excluded for sure if failed firms applied similar tactics than the surviving firms. This study is focused on one cluster in one industry. Future research could feel encouraged to test the enduring success principles on large scale, multi‐industry surveys.

The conclusions from this research stress the merits of a conservative approach to corporate management, which contrasts with a more risk‐taking attitude managers may feel tempted to take in order to satisfy some (financial) stakeholders.

The “conservatism hypothesis” discussed in this research complements the discussion on corporate ethics.

This paper adds to existing enduring success literature by applying it to the extremely challenging environment of a declining industry. It contributes to cluster theory, in particular to cluster life cycle research.

The purpose of this paper is to explore the conservation and contemporary management of three nineteenth‐century shopping passages: the Galleries Saint‐Hubert in Brussels, the Galleria Vittorio Emanuele II in Milan and the Passage in The Hague. The submission of the Galleries Saint‐Hubert to the World Heritage Tentative List in 2008, presents a unique opportunity for studying this typology in its contemporary environment.

The authors’ research questions are: what are the characteristics of passages? what are their authentic values? and how can the authenticity of these buildings be conserved by their contemporary management? The applied methodology is a cross‐case‐comparison, based on the definition of authenticity as presented in the Nara Document on Authenticity. The analysis is presented in the form of a matrix.

The findings show that the significant value of passages does not only include the architecture of the building but also the versatility of its program and its present urban role. It is only by conserving this combination that these buildings can be conserved in their full richness of authenticity.

Criteria for transnational inclusion in the World Heritage List of several nineteenth‐century passages are suggested as the matrix used for cross‐case‐comparison may be applied to analyse other case studies of passages, as well as for other types of heritage where authenticity of the site is threatened by uncontrolled retail development.

Although passages have been studied extensively within the field of architectural history, retail history and socio‐cultural studies, hardly any previous research had focused on the preservation and contemporary management of this building type.

This paper aims to explain the mediating role of relational energy and the moderating role of other-focused interest in the relationship between servant leadership and its outputs (namely, work effort, flourishing and organizational citizenship behavior), using the theory of resource conservation and social contagion.

The survey method was used in the study, and longitudinal data were collected to prevent the common method variance error and to reveal the causal relationships. Structural equation modeling was used to test the proposed hypotheses.

According to the results, it was observed that relational energy has a full mediator role in the relationship between servant leadership, work effort and flourishing, and relational energy has an integral part mediator role in the relationship between servant leadership and organizational citizenship behavior. In addition, it has been determined that other focus interest plays a moderating role in the relationship between servant leadership and relational energy.

The research offers important implications for servant leaders on how to improve individual and organizational outcomes.

The study contributes to the servant leadership literature by associating resource conservation theory with social contagion theory. The study differs from previous studies with two main features. First, the previous studies generally adopted a perspective of energy sender. This research, on the other hand, is based on the perception of energy receivers (followers of a servant leader). Second, a moderating role of other-focused interest is explored in the relationship between servant leadership and relational energy.