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The study was undertaken with a purpose to investigate if any generalization in importance of service quality dimensions is possible. Service providers are often not sure of the amount of tangibilisation necessary and the right mix of other service quality dimensions – reliability, assurance, empathy, responsiveness, and the role of price‐added by researcher.

A two stage analysis was deployed. First free listing of important service quality concerns for 16 services across the four service types (as suggested by Lovelock) was done to see if any rank correlation was possible. This was followed by two‐step cluster analysis to reveal natural grouping (or clusters) within a data set for each service quality dimension that would otherwise not be apparent.

Generalization of quality dimensions was not possible among all types of services taken together, however important insights were available pertaining to each service type.

Some generalizations within the service types were possible for different services. Thus, service providers can consider these finding when designing service delivery.

Considering the two important dimensions – tangibility of service act and whether such an action is targeted at the customer or their possessions, the paper details what service quality issues are important for which service type.

The smart destination can be defined as a destination that deploys information communications technologies (ICTs) and other technological tools for interactive/participative engagement with prospective visitors. The rationale is to enhance the residents' quality of life as well as the tourists' experiences of the destinations they visit. This chapter discusses about digitization strategies and on marketing superstructures affecting destinations. It advances a conceptual framework through the development of an Attracting, Stay, and Return (ASR) Model that is suitable for smart destinations. It relies on descriptive case studies to conceptualize smart tourism destinations. This contribution reiterates the importance of having a well-designed website that presents appropriate content to entice the prospective travelers' curiosity about destinations. It offers valuable insights and advances new knowledge on smart marketing approaches that are intended to increase the destination management organizations' outreach with tourists at each stage of the ASR Model.

Although the concept of destination is often described as an economic term that describes places of interest for tourists and visitors, currently, there is still little awareness in the extant literature about regional, city, village, resort, or even standalone tourist destinations. This chapter aims to clarify the meaning of destinations. It distinguishes the differences between common locations and tourist destinations. It uses case studies to describe places, placemaking, and the experiencescapes of various destinations. This contribution implies that tourist attractions differentiate themselves from other places, as they offer accessible attractions with amenities.

This chapter relies on descriptive case studies from various regions around the world to better explain critical elements for the effective marketing of destinations. The authors put forward a theoretical framework, entitled the destination marketing triangle (DMT), that sheds light on the complex relationships and on the interconnectedness of three dimensions of destination marketing. Their model suggests that destination leaders ought to work closely with tourism service providers and to continuously engage with tourists through traditional and digital media. This way, they can improve the experiences of their visitors and prospects. At the same time, they could build a solid brand identity for their destination.

By relying on a sustainable career perspective and recent studies on senior employees’ late career phase, this study aims to examine senior (50+) nurses’ late career narratives in the context of extending retirement age. Given the current global nursing shortage, there is a pressing need to find ways on how to promote longer and sustainable careers in the health-care field. Yet, there is limited knowledge about the extended late career phase of senior nurses.

Empirical data were derived from 22 interviews collected among senior (50+) nursing professionals working in a Finnish university hospital. The qualitative interview data were analysed using a narrative analysis method. As a result of the narrative analysis, four career narratives were constructed.

The findings demonstrated that senior nurses’ late career narratives differed in terms of late career aspirations, constraints, mobility and active agency of one’s own career. The identified career narratives indicate that the building blocks of sustainable late careers in the context of extending retirement age are diverse.

The qualitative interview data were restricted to senior nurses working in one university hospital. Interviews were conducted on site and some nurses were called away leaving some of the interviews shorter than expected.

To support sustainable late careers requires that attention be based on the whole career ecosystem covering individual, organizational and societal aspects and how they are intertwined together.

So far, few studies have investigated the extended late career phase of senior employees in the context of a changing career landscape.

The earth is under massive stress due to current level of consumption which has crossed the sustaining capacity of our planet. Thus, the need of the hour is to promote sustainable production and consumption. The purpose of this study is to identify the basic barriers of sustainable consumer behaviour which are hindering the adoption of sustainable consumption.

This article is divided into two parts. The first part consists of a literature review based on 128 articles (1995 to 2020), which are spread over a period of 25 years. Based on the literature review, nine barriers of sustainable consumer behaviour were identified and put into three categories. In the second part, fuzzy analytical hierarchy process has been used to know about the relative weight of each barrier so that benchmarking/prioritising of basic barriers of sustainable consumer behaviour can be done.

This article identifies critical barriers affecting the acceptance of sustainable electronic products. High price, a perception of no environmental impact, no benefit in personal image, lesser use by family and friends, lack of awareness about the products etc. emerged as the potential barriers which need prime attention. The relative weight of each of these barriers has also been arrived at in this article which is expected to be beneficial for policymakers to focus upon important barriers. Impact of many of these barriers can be reduced through innovative approaches and solutions.

This article will be helpful in future research in the field of sustainable consumer behaviour. Through the understanding of the barriers of sustainable consumer behaviour, companies, governments and industries can take suitable initiatives by modifying the policies and practices to reduce the impact of these barriers so that consumer behaviour can be made more sustainable.

The current article tries to identify the critical barriers to adoption of sustainable electronic products by the consumers. An extensive literature review, expert suggestions and consumer survey have been adopted to identify nine barriers. Although, multiple researches have been done in the field of sustainable consumer behaviour and adoption of sustainable electronic products, there is no research article which solely focuses on implementing Fuzzy analytical hierarchical process (AHP) approach to rank the barriers faced by consumers for adoption of sustainable electronic products. It has been concluded that high price of sustainable electronic products is the most critical barrier in adoption of sustainable consumer behaviour. Moreover, the relative ranking obtained with the help of Fuzzy AHP can be used by policymakers and organisations to promote and implement sustainability in consumer behaviour.

India generates around two million tonnes of e-waste every year, and it is increasing at a very high rate of 30%. However, due to inefficient handling of infrastructure and limited number of collection centres along with the absence of proper incentive structure for producer and recyclers, 95% of e-waste reaches to unorganized sector for disposal. Consumers are not aware of the need of proper e-waste disposal and in absence of proper motivation and they are not inclined towards recycling process. Therefore, this paper aims to identify the best practices of e-waste take adopted all over the world to implement effective policy interventions for e-waste management in India and other emerging economies.

This paper has recommended preventive as well as curative policy interventions on the basis of best e-waste management practices of Germany, Italy and Japan; life cycle assessment of e-waste; and SWOT analysis of Indian electronic product industry.

Preventive measures include a deposit refund scheme wherein a consumer will be responsible for depositing a refundable fees during the purchase of the product. The amount should be arrived at keeping in mind cost involved in handling e-waste and ensure some motivation for the consumers to give back used product. To ensure proper tracking of the product, Radio frequency identification (RFID) tags can be used which will be activated at the time of sale of product and remain so until product reaches some designated recycling space or recycler and consumer is returned back his deposit fee. Subsidy to the producers and recyclers can also be provided by the government to further incentivize the whole process. An example of mobile phones has been used to understand the proposed deposit fees and associated cost structure. Curative measures to reduce the generation of e-waste in long run for managing the discussed issue have also been proposed.

This study is an initiative for proposing and implementing best e-waste take back techniques in a developing economy like India by acquiring learnings from best/advanced economies in terms of e-waste take back.

Due to its impact on business performance total quality management (TQM) has gained a lot of importance by businessmen, managers, practitioners, and research scholars over the last 20 years. Therefore, the purpose of this paper is to critically assess the literature on TQM and find out the areas where future research is required.

To achieve this purpose the articles published in the last 20 years were studied in a systematic way and a snapshot of the same was prepared in the tabular format with points such as year and journal of publication, application and country, statistical method used, and findings of the study such as practices and impact of TQM. After identifying the practices and impact of TQM a quality tool “Pareto Analysis” was applied on them for development of the model.

The findings provide the practices of TQM and its impact on the performance of a business. The gaps from the literature have been identified and areas for future research have been suggested. On the basis of the findings a generalized framework of TQM has been suggested which can be applicable irrespective of the sector.

The research will help academicians and future researchers to have a clear understanding of TQM in different rosters.

Ample literature is available on TQM but in the best knowledge of authors no study has taken place to integrate the reviews and findings of 102 research papers of the last two decades.

Smart cities are an attempt to recognize the pioneering projects designed to make the cities livable, sustainable, functional and viable. The purpose of this paper is to evaluate funding released by the government city wise and sources available for finance for the development of the smart cities. The impact of fund released by the government for the development of smart cities (Chandigarh, Karnal, Faridabad, Pune, Chennai, Ahmedabad, Kanpur, Delhi, Lucknow and Agra) in India has been studied in detail. Urbanization is a continuous process, which is taking place throughout the globe, especially in developing countries like India.

The research is descriptive in nature. The sources of funding for smart cities in India have been taken into consideration, and χ² test of independence has been employed to study the impact of fund released by the government for smart city development in India by using IBM SPSS.

The total investment, area-based projects, pan-city initiatives and O&M costs for smart cities ranged between Rs 133,368 and Rs 203,979 lakh crores, Rs 105,621 and Rs 163,138 lakh crores, Rs 26,141 and Rs 38,840 lakh crores, and Rs 1,604 and Rs 1,999 lakh crores, respectively, in the year 2016 (for 60 smart cities) to 2017 (for 99 smart cities), which shows an increasing trend. The investment in retrofitting projects, redevelopment projects, greenfield projects and area-based projects ranged between Rs 94,419 and Rs 131,003 lakh crores, Rs 8,247 and Rs 23,119 lakh crores, Rs 2,955 and Rs 8,986 lakh crores, and Rs 105,621 and Rs 163,138 lakh crores, respectively, in the year 2016 (60 smart cities) to 2017 (99 smart cities), which shows the division of projects funding for smart city development in India. The funding released for smart city development such as other sources, loans from the financial institution, private investment, convergence, state government share funding and Central Government Funding ranged between Rs 14,828 and Rs 15,930 lakh crores, Rs 7,775 and Rs 9,795 lakh crores, Rs 30,858 and Rs 43,622 lakh crores, Rs 25,726 and Rs 43,088 lakh crores, Rs 27,260 and Rs 45,695 lakh crores, and Rs 29,207 and Rs 47,858 lakh crores, respectively, in the year 2016 (60 smart cities) to 2017 (99 smart cities), which reflects the different sources of funding for the development of smart cities in India. The χ² test of independence has been applied, which shows that there is no impact of fund released by the government on cities for smart city development in India as the p-values of Chandigarh (0.213), Karnal (0.199), Faridabad (0.213), Pune (0.199), Chennai (0.213), Ahmadabad (0.199), Kanpur (0.199), Delhi (0.199), Kolkata, Lucknow (0.213) and Agra (0.199) are greater than 0.05.

For the Smart Cities Mission to be financially sustainable, the right policy and institutional framework should be implemented for modernization and aggregation of government landholding. Consolidation of all the landholdings under the smart city project should be properly implemented, and the role of private sectors should be encouraged for public‒private partnership projects to make Smart City Mission more successful.

The benefits of smart cities development will help provide affordable, cleaner and greener housing infrastructure for all, especially the inclusive group of developers belonging to the lower middle-income strata of India, and the benefits will be replicated when adopted on a smaller scale in the rural part of the country.

The research paper is original and χ² test has been used to study the impact of fund released by the government for smart city development in India.