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Article
Publication date: 3 October 2016

Maria Johann and Panchapakesan Padma

The purpose of this paper is to determine and benchmark the senior tourists’ preferences by considering the importance attached by them and their perception with respect to…

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Abstract

Purpose

The purpose of this paper is to determine and benchmark the senior tourists’ preferences by considering the importance attached by them and their perception with respect to internal tourism attributes (i.e. package tour characteristics) and external tourism attributes (i.e. destination features).

Design/methodology/approach

The present study makes use of importance-performance analysis and employs paired sample t-test for this purpose.

Findings

The senior tourists evaluated the package tour attributes to be more important and better than destination characteristics. They also perceived that the service providers have to pay immediate attention to improve the quality of restaurants and meals and hotels.

Research limitations/implications

Data are collected only from inbound senior tourists in Poland. In future, research may be conducted with a more representative sample.

Practical implications

The senior tourists want to explore the local cuisine and then have food choices from their culture as well. “Tour escort” is one of the most essential characteristic of a package tour and it could serve as a factor of differentiation. Hence, the tourist service providers have to pay attention to these factors.

Originality/value

The paper takes into account the internal tour attributes and destination attributes to evaluate senior tourists’ holiday experience.

Details

Benchmarking: An International Journal, vol. 23 no. 7
Type: Research Article
ISSN: 1463-5771

Keywords

Article
Publication date: 18 May 2018

Panchapakesan Padma and Urs Wagenseil

The purpose of this paper is to develop a model of antecedents and consequences of service excellence (SE) in the retail industry.

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Abstract

Purpose

The purpose of this paper is to develop a model of antecedents and consequences of service excellence (SE) in the retail industry.

Design/methodology/approach

Based on an extensive literature review, this paper has come up with the definition of potential antecedents and their consequences for SE in the retail service.

Findings

While the seven factors, service leadership, service culture, quality management and business excellence, service innovation, customer engagement, service brand image and service encounters have been proposed as antecedents of SE in retail service, employee loyalty, employee pride, customer delight, customer commitment and brand love, have been identified as consequences.

Research limitations/implications

A major limitation of the study is that the developed model is not empirically validated.

Practical implications

The current research asserts that leadership in service firms has to build a professional service culture system in order to achieve business/competition advantages of SE.

Social implications

This paper has emphasised that businesses cannot only act with the perspective of gaining short-term profit on every customer transaction. Customers have to be valued and firms have to focus on building long-term relationships with their customers.

Originality/value

This study has extended the research on SE by developing a new model with possible antecedents and outcomes in the retail context.

Details

International Journal of Retail & Distribution Management, vol. 46 no. 5
Type: Research Article
ISSN: 0959-0552

Keywords

Article
Publication date: 8 May 2017

Sandra Maria Correia Loureiro, Inês Costa and Padma Panchapakesan

The purpose of this paper is to explore the effect of social influence and individual vanity on passion for fashion of clothes and accessories and the mediating role of…

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Abstract

Purpose

The purpose of this paper is to explore the effect of social influence and individual vanity on passion for fashion of clothes and accessories and the mediating role of exhibitionist tendency.

Design/methodology/approach

The study was conducted in two phases. The first was exploratory (n=109), using online panel interviews, carried out among a sample of fashion enthusiasts. The quantitative phase (n=425). Shopping mall intercept field survey methodology has been utilised to collect data. Consumers who just completed their shopping and were about to leave the shopping malls were approached by trained interviewers.

Findings

The content analysis of phase 1 yielded four major aspects and more two aspects less cited that participants seek in posts and online information that motivate them for shopping, such as inspirational outfits, products and brands posted, self-identification with the style, value for money, friends and fashion magazines and runway shows. The findings of phase 2 reveal that the social influence is more important than individual vanity in enhancing the desire to buy and use fashion clothes and accessories. Further, the exhibitionist tendency acts as a mediator between passionate desire for fashion and self-expression word-of-mouth.

Originality/value

As far as authors know, this is the first attempt to explore the effect of two components of narcissism in fashion context and to analyse the social and individual influence on passionate desire to use fashion.

Details

International Journal of Retail & Distribution Management, vol. 45 no. 5
Type: Research Article
ISSN: 0959-0552

Keywords

Article
Publication date: 8 February 2021

Padma Panchapakesan, Muslim Amin and Halimin Herjanto

The objective of this study is to investigate the effect of service excellence and guest delight on guest affective commitment to luxury restaurants, more specifically, the…

Abstract

Purpose

The objective of this study is to investigate the effect of service excellence and guest delight on guest affective commitment to luxury restaurants, more specifically, the mediating effect of guest delight in the relationship between service excellence and guest affective commitment.

Design/methodology/approach

Data were collected from 270 guests with a response rate of 67.5%. SmartPLS software was used for data analysis.

Findings

The findings indicate that service excellence and guest delight had increased guest affective commitment to the luxury restaurant. It has been determined that guest delight acts as a mediator between service excellence and guest affective commitment.

Practical implications

Providing a high level of service excellence and delighting, thereby encouraging luxury guests to have a high level of commitment to the restaurant. Therefore, luxury guests' expectations must be exceeded to obtain their commitment to the restaurant.

Originality/value

This research study provides a substantial contribution to the hospitality literature by providing a significant concept of guest delight that can offer the opportunity to establish a new understanding of guest affective commitment in the luxury restaurant context.

Details

Journal of Hospitality and Tourism Insights, vol. 5 no. 2
Type: Research Article
ISSN: 2514-9792

Keywords

Article
Publication date: 3 June 2014

Panchapakesan Padma, Prakash Sai Lokachari and Rajendran Chandrasekharan

The purpose of this paper is to provide strategic recommendations to Indian hospital administrators for improving service quality by analysing performance dimensions and the…

Abstract

Purpose

The purpose of this paper is to provide strategic recommendations to Indian hospital administrators for improving service quality by analysing performance dimensions and the importance attached to them by patients and attendants.

Design/methodology/approach

Patient and attendant perceptions were collected using a questionnaire.

Findings

Patients and attendants have different perceptions. Different customers have different needs of which providers need to be aware to better serve their consumers.

Research limitations/implications

The study captured only 408 patient and attendants’ perceptions – a 32 per cent response rate.

Practical implications

Results enable hospital administrators to develop appropriate strategies to improve their structure and function by analysing their strengths and weaknesses regarding their tangible and intangible assets.

Originality/value

The study included attendants, specifically in an Indian healthcare context.

Details

International Journal of Health Care Quality Assurance, vol. 27 no. 5
Type: Research Article
ISSN: 0952-6862

Keywords

Article
Publication date: 26 October 2010

Panchapakesan Padma, Chandrasekharan Rajendran and Prakash Sai Lokachari

The purpose of this paper is to conceptualize hospital service quality (SQ) into its component dimensions from the perspectives of patients and their attendants; and to analyze…

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Abstract

Purpose

The purpose of this paper is to conceptualize hospital service quality (SQ) into its component dimensions from the perspectives of patients and their attendants; and to analyze the relationship between SQ and customer satisfaction (CS) in government and private hospitals in India.

Design/methodology/approach

The study employs questionnaire‐survey approach to obtain the perceptions of patients and attendants. The instruments developed have been validated using tests for reliability, validity and uni‐dimensionality. Data collected have been analyzed by using statistical techniques such as bi‐variate correlation and multiple regression.

Findings

Patients and attendants treat the interpersonal aspect of care as the most important one, as they cannot fully evaluate the technical quality of healthcare services. The study also revealed that the hospital service providers have to understand the needs of both patients and attendants in order to gather a holistic view of their services.

Research limitations/implications

Results of the study are dependent on the nature and number of respondents, i.e. the study has captured only the perceptions of service receivers – patients and attendants; and sample size of the study – 204 patients and 204 attendants – due to limited response rate and other operational constraints.

Practical implications

The present study allows the hospital administrators to benchmark their hospitals with those of their competitors by comparing the mean values of the dimensions of SQ. The study also allows a comparison of the performance of government and private hospitals in terms of the services offered.

Originality/value

The study conceptualizes hospital SQ as an eight‐dimensional framework. Further, it also presents the relationship between SQ and CS in Indian Government and private hospitals.

Details

Benchmarking: An International Journal, vol. 17 no. 6
Type: Research Article
ISSN: 1463-5771

Keywords

Article
Publication date: 10 April 2009

Panchapakesan Padma, Chandrasekharan Rajendran and L. Prakash Sai

The purpose of this paper is to determine the dimensions of service quality in Indian hospitals, from the perspectives of patients and their family members/friends (referred to as…

7419

Abstract

Purpose

The purpose of this paper is to determine the dimensions of service quality in Indian hospitals, from the perspectives of patients and their family members/friends (referred to as “attendants”).

Design/methodology/approach

Based on the existing models and the literature on healthcare services, a framework is proposed to conceptualize and measure hospital service quality.

Findings

Two instruments for measuring the dimensions of hospital service quality, one each from the perspective of patients and attendants, are proposed.

Practical implications

This framework enables hospital managers to understand how patients and their attendants evaluate the quality of healthcare provided in respect of every dimension. A comparison of perceptions between patients and attendants would aid them to allocate resources to various aspects of healthcare, with respect to these two customer groups. Hospital administrators can use the instruments proposed to obtain feedback on their performance on service quality parameters so that they can benchmark themselves with their competitors.

Originality/value

This paper contributes to research on healthcare services by the development of a comprehensive framework for customer (both patient and attendant)‐perceived healthcare quality.

Details

Benchmarking: An International Journal, vol. 16 no. 2
Type: Research Article
ISSN: 1463-5771

Keywords

Content available
Article
Publication date: 3 June 2014

Keith Hurst

1235

Abstract

Details

International Journal of Health Care Quality Assurance, vol. 27 no. 5
Type: Research Article
ISSN: 0952-6862

Abstract

Details

The Online Healthcare Community
Type: Book
ISBN: 978-1-83549-141-6

Article
Publication date: 1 October 2018

Quinton Nottingham, Dana M. Johnson and Roberta Russell

Pressure from competition; inflexible third-party reimbursements; greater demand from government, regulatory and certifying agencies; discerning patients; and the quest of…

Abstract

Purpose

Pressure from competition; inflexible third-party reimbursements; greater demand from government, regulatory and certifying agencies; discerning patients; and the quest of healthcare entities for greater profitably place demands and high expectations for service quality impacting overall patient experience. Extending a prior multivariate, single-period model of varied medical practices predicting patient experience to a three-year time period to understand whether there was a change in overall assessment using data analytics. The paper aims to discuss these issues.

Design/methodology/approach

SEM was employed on a per year and aggregated, three-year basis to gain insights into qualitative psychometric constructs predicting overall patient experience and strength of the relationships.

Findings

Statistically significant differences were uncovered between years indicating the strength of the relationships of latent variables on overall performance.

Research limitations/implications

Study focused on data gathered from a questionnaire mailed to patients who visited various outpatient medical clinics in a rural community with over 4,000 responses during the three-year study period. A higher percentage of female respondents over the age of 45 may limit the generalizability of the findings.

Practical implications

Practitioners can gain a broader understanding of different factors influencing overall patient experience. Administrative processes associated with the primary care provider are inconsequential. Patients are not as concerned with patient flow as they are with patient safety and health.

Originality/value

This research informs healthcare quality management of psychometrics and analytics to improve the overall patient experience in outpatient medical clinics.

Details

International Journal of Quality & Reliability Management, vol. 35 no. 9
Type: Research Article
ISSN: 0265-671X

Keywords

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