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The purpose of this paper are threefold paper are threefold; firstly, to validate and measure significant dimensions of customer experience in the health care sector; secondly, to evaluate the antecedents and dimensions of customer experience and its impact on customer outcomes in health care; and thirdly, to examine the role of customer involvement as a moderator between antecedents and dimensions of customer experience.

This study is based upon primary data collection sources, particularly in-depth interviews, focus group interviews and survey methods. Both qualitative and quantitative studies were carried out. This qualitative study was conducted to conceptualize customer experience in the health-care sector. Whereas the quantitative study was undertaken to collect data from randomly selected, experienced 181 respondents for testing the proposed model.

Affective, relational and physical have emerged as significant customer experience dimensions in the health-care sector. All three dimensions have a positive and significant impact on the important customer outcomes, that is, satisfaction, attitudinal loyalty and brand equity. Service quality, supportive services and contextual services significantly affect customer experience. Customer involvement moderates the relationship between all the three antecedents and dimensions of customer experience.

This study is primarily focused on customers' perceptions of the health-care sector. This study’s model could be implemented in different sectors such as lodging, food service, restaurant or other industries as well. Further, the role of moderators, namely, consumer attitudes, service quality, perceived risk, price and past experience, are also suggested to be explored for theorising the customer experience.

This study makes a maiden attempt to establish affective, relational and physical as three significant dimensions of customer experience in the health-care sector. Sensory and cognitive dimensions are found to be insignificant.

Engagement in meaningful active and relationships is important for quality of life but, for those with intellectual and developmental disabilities, engagement depends on the quality of support received from those around them. This paper describes the process of implementing person‐centred active support in the Avenues Trust, and the findings from the evaluation of the implementation in six pilot residential services. Attention was paid both to training staff and to the motivational structures within the organisation. Both the quality of support provided by staff and the level of engagement increased significantly after the introduction of person‐centred active support. In addition, people experienced decreased self‐stimulatory and injurious behaviour, increased opportunities for choice and control, and higher levels of participation in tasks of daily living, without compromising their community involvement. Staff experienced more and better practice leadership, and staff morale improved within the services, with staff generally more positive about management, more satisfied and less likely to leave. Lessons learnt about the implementation are provided.

This article analyzes deficiencies in public health services for international migrant workers (IMWs) during the COVID-19 pandemic and provides a policy brief for improvement of the public health system.

A COVID-19 outbreak that initially clustered in IMWs and further contributed to the resurgence of the disease across Thailand in December 2020 was analyzed to address the deficiencies in public health services based on the framework of the 10 Essential Public Health Services (EPHS). The EPHS framework was also applied to develop policy options and recommendations in the subsequent policy brief.

This outbreak unveiled unique challenges that make IMWs more vulnerable to COVID-19. The public health system, challenged by the COVID-19 outbreak among IMWs, manifested deficiencies in the planning and implementation of all essential services. Delayed detection of the outbreak along with the lack of policy accommodating undocumented IMWs and the lack of equitable access to testing and treatment for COVID-19 resulted in the transmission of the disease that harmed the public at large.

The comprehensive analysis of the deficiencies in public health services for IMWs enabled a clear description of problems that could be further prioritized by relevant stakeholders. The policy brief provides policymakers with evidence-based recommendations for improving public health services for IMWs during the COVID-19 pandemic and beyond.

The purpose of this paper is to develop and empirically validate a multidimensional scale for measuring healthcare service quality (HCSQ), based on modified Brady and Cronin's hierarchical service quality model. The study also investigated HCSQ and its ability to predict important service outcomes through two different models. In the first model, direct effects of service quality dimensions, namely physical environment quality (comprising ambient condition, social factor and tangibles), interaction quality (comprising attitude and behaviour, expertise and process quality) and outcome quality (comprising waiting time, patient satisfaction and loyalty) on image are measured. In the second model, direct effects of physical environment quality (comprising ambient condition, social factor and tangibles), interaction quality (comprising attitude and behaviour, expertise and process quality) on service quality through outcome quality (comprising waiting time, patient satisfaction and loyalty) are measured.

Data were collected from 400 indoor patients of five departments', namely general medicine, surgery, pediatrics, orthopedics and gynecology and ENT of a tertiary public hospital of North India using stratified sampling.

The study supports both the models for measuring HCSQ. Structural equational modelling is used to test the hypotheses relating to direct and indirect effects in the two models.

The major limitations of the study include selection of only inpatients and use of non‐financial performance measures.

The paper contributes to the development of multiple dimensional holistical service quality models in the healthcare sector.

In the present context of a health-concious society, management of pharmaceutical supply chains has become more complex because it involves the life-saving interest of human being and requires the participation of different stakeholders such as pharmaceutical manufacturers, wholesalers, distributors, customers, information service providers and regulatory agencies. Limited research is available in the area of pharmaceutical supply chains. This paper aims to find the gaps in the literature by reviewing research papers on different strategic issues of supply chain management in the pharmaceutical sector.

In total, 136 research papers, mainly from refereed international journals, were reviewed to identify the issues of supply chain management (SCM) in the pharmaceutical supply chain. On the basis of a review, gaps are identified and research agenda is proposed.

It is observed from review that the pharmaceutical sector is not widely researched in developing countries because of many complexities in this supply chain. The share of pharmaceutical firms in the global market is also not very significant. Based on an extensive review of pharmaceutical supply chains, research gaps are identified in different areas such as inventory management, new product development, process development, capacity planning, network design, plant design, pipeline and development management, outsourcing logistics activities, reverse logistics, Lean manufacturing, green SCM and implementation of E-business processes and performance management. These strategic issues have been further classified into three broad categories, i.e. resources, processes and performance.

This paper explores major strategic areas of pharmaceutical supply chains for research. Findings of the paper will be highly useful for researchers to decide direction of future research.

The ongoing transition in the attitude of consumers toward health and environment has a direct implication on the organic food industries, making it necessary to examine the drivers of the purchase intention of organic food items, specifically in developing economies like India. Therefore, this study tries to frame and validate the instrumental scale by collecting data from 574 organic food item consumers to examine the determinants of purchase intention among consumers in India.

This study has employed advanced statistical tools i.e. Exploratory Factor Analysis (EFA), Confirmatory Factor Analysis (CFA), Harmon’s single factor test and other statistical measures using SPSS and AMOS 23, for framing and validating the instrumental scale for this study.

The results of EFA explain 67.714% variance of total research variable variance with six major constructs. Moreover, the result of the CFA confirms the six factors and the proposed instrumental scale. The finding explicates that health consciousness, ecological trustworthiness and functional value are the major drivers of the purchase intention of organic food items.

This study has major policy implications for organic producers, processor and marketers for understanding the complex phenomenon of organic consumer behavior. The result explains that marketers and producers should adopt ad hoc marketing strategies that aim to promote the organic food items as healthy and safe.

There is hardly any study that has proposed and validated an instrumental scale with these factors collectively in India for studying the purchase intention of organic food consumers in India.

The halal cosmetics industry continues to grow significantly. Furthermore, using halal cosmetics is a must for Muslims. This study aims to analyze the factors influencing the switching intention to halal cosmetics in Indonesia.

This quantitative study uses a Partial Least Square-Structural Equation Modelling (PLS-SEM) on 214 respondents. The variables include halal certification, halal awareness, product image, perceived behavioral control, subjective norm, attitude, advertisement and switching intention.

The product image plays the most influential role in deriving the attitude toward switching intention to halal cosmetics, following perceived behavioral control, halal awareness and subjective norm, but not halal certification and advertisement. The result indicates that the image of halal cosmetics influences customers’ attitudes toward switching to using halal cosmetics. Indonesian customers know the obligation to use halal products because they are Muslim. However, the existence of halal certification does not derive the switching intention to halal cosmetics.

This study conducts research only in Indonesia. As a recommendation, further studies might conduct a comparative test using multicultural respondents in several countries. Other studies also suggested examining factors of switching intention through different generational, especially in countries with high individualism traits.

This study will encourage the halal industry, especially the halal cosmetics industry, to pay more attention to the product image. Meanwhile, the government can provide incentives or rewards to promote industry participation in halal cosmetics. The findings provide a more detailed understanding of how product image can influence someone to switch to halal cosmetics.

Research on switching intention to halal cosmetics is still limited. This study uses halal variables, while previous studies only used religiosity. This study also introduced the product images motivating customers’ switching intention to use halal cosmetics.

Domestic demand for walnuts has been on the rise for the last decades. Consumption outstrips domestic production capacities, which led to increasing prices until recently. Small-scale farmers are at the centre of walnut tree planting and walnut collection efforts. Farmers are now integrated into rapidly expanding agrifood value chains. The purpose of this paper is to investigate the walnut value chain originating in Yunnan (the dominant producer of walnuts in China). The authors are especially interested in the position of small-scale farmers in the chain and the factors affecting the price that they receive.

Price and intra-chain governance information were collected through structured interviews with value chain actors like certified and conventional small-scale farmers, traders, processors, food manufacturers and wholesalers. The resultant price data set was analysed using a multiple regression analysis.

Timing of harvest, distance to market and sales volume are correlated with the village-level price. Farmers are in a market governance segment of the chain. Lead firms (e.g. supermarkets) are price-setters and determine the value distribution, with farmers receiving a smaller share relative to downstream actors’ shares.

Improved connectivity to markets, transparency of standards and price (formation), processing and certification could improve farmers’ profits.

The authors contribute to the growing literature of value chain studies focussing on farmers’ integration into food systems at different scales. The authors investigated the price determinants at the village level and additionally provide information on an organic marketing arrangement.

Using trait activation theory (TAT), this paper aims to empirically assess that work drive (WD) personality characteristics of employees will express better towards intrapreneurial behaviour (IB) outcomes in higher levels of job autonomy (JA) at the workplace.

Using cross-sectional design, a total of 258 engineering employees from the automotive industry of Pakistan were surveyed. The partial least square structural equation modelling (PLS-SEM) statistical method was used to evaluate the hypothesised theoretical model.

Statistical results revealed a significant and positive relationship between WD and IB. WD personality was also found to be activated with its interplay with JA for personality expression towards IB.

The present study offers a deeper insight into the interplay of organisational and individual factors as determinants of IB of employees. The study's findings suggested the importance of the rightful application of organisational situational cues in person–situation interaction for positive workplace behaviours by employees. Personality assessment of employees and their interplay with situational cues, as per conceptualisation of TAT, can assist the corporations towards enhanced levels of employees' behavioural tendencies towards intrapreneurship.

The application of TAT from the present study's perspective is novel theoretically as the literature on the activation of personality traits towards IB outcomes is non-existent. Also, the assessment of situational cues in JA will open avenues for organisational behaviour researchers to seek more organisational situational moderators for their assessment of various personality–outcome relationships in diverse contexts to activate personality traits.

The paper aims to establish structure of patient satisfaction construct in Indian health care settings.

The data were collected from 528 indoor patients who were seeking treatment from Government Medical College (GMC), Bakshi Nagar and Acharya Chandra Medical College and Hospital Sidra (ASCOMS), Sidhara, the two teaching and research hospitals operating in Jammu City, India. Both exploratory and confirmatory factor analyses are used to verify the scale dimensions.

The results reveal that patient satisfaction is a multidimensional construct comprised of four dimensions, namely: physical maintenance, physician care, nursing care and internal facilities. Among the four hypothesized models, only model 2 depicting the impact of dimensions on satisfaction showed a good fit while the other three models showed either average (model 4) or poor (models 1 and 3) fit. The analysis of the models indicates that all patient satisfaction dimensions positively and significantly contribute to patient satisfaction and which also act as an important mediating factor between the satisfaction dimensions and patient loyalty.

The cross‐sectional design of the research is the limitation as all measures were collected at a single point‐of‐time. Because the findings of the study are based on overall satisfaction of the patients, no comparison is made between the degree of patient satisfaction achieved in public and private health care hospitals.

The paper measures patient satisfaction in the Indian context.