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Article
Publication date: 3 October 2016

D. Ramadevi, Angappa Gunasekaran, Matthew Roy, Bharatendra K. Rai and S.A. Senthilkumar

The purpose of this paper is to develop a framework for the improvement of healthcare services through an effective human resource management system. The case study highlights a

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Abstract

Purpose

The purpose of this paper is to develop a framework for the improvement of healthcare services through an effective human resource management system. The case study highlights a need to analyze human resource management processes that exist in healthcare sector and suggests better ways to achieve higher levels of patient satisfaction.

Design/methodology/approach

The methodology consists of first developing a conceptual framework for human resource management in healthcare industry. The proposed framework comprises of three parts: inputs which include determining employee competencies, HR planning, job analysis, recruitment, selection, compensation benefits, pay/rewards, labor and employee relations; processes (training and development) focus on healthcare systems; and outputs which include quality, cost, technology, and responsiveness leading to patient satisfaction. Then, the framework has been studied with help of a case study conducted in a hospital in India.

Findings

The most important skill required for healthcare workforce to deliver high-quality care to patients is the human resource development. By appropriate workforce development, healthcare organizations can provide high-quality services to patients. Finally, it derives a set of conclusions from the case study research. Further research would be needed to validate the framework through empirical data.

Originality/value

This research is a new attempt as there is a limited research done earlier on the framework of human resource management in healthcare system and services. It is designed to facilitate training and development at both the individual and at organizational levels, advocating a balance between “healthcare employee” and “healthcare system.”

Details

Industrial and Commercial Training, vol. 48 no. 8
Type: Research Article
ISSN: 0019-7858

Keywords

Article
Publication date: 11 December 2023

Prabhakar Nandru, Madhavaiah Chendragiri and Senthilkumar S.A.

This study aims to investigate the antecedents of behavioral intention and actual usage of mobile payment (m-payment) services during the COVID-19 pandemic among Indian consumers.

Abstract

Purpose

This study aims to investigate the antecedents of behavioral intention and actual usage of mobile payment (m-payment) services during the COVID-19 pandemic among Indian consumers.

Design/methodology/approach

The proposed research model of this study is based on the extended framework of the Unified Theory of Acceptance and Use of Technology (UTAUT2) by using two additional variables, namely, perceived security (PS) and perceived trust (PT). In total, 436 sample respondents are chosen from Indian consumers with experience using m-payment services through the online survey method. The data analysis and proposed hypothetical relationships were tested using confirmatory factor analysis and structural equation modeling techniques.

Findings

The results confirm that performance expectancy, effort expectancy, facilitating conditions, PS, PT, habit and price value are antecedents of consumer intention toward adopting m-payment services. Furthermore, behavioral intention significantly influences the actual usage of m-payment services during the COVID-19 pandemic.

Research limitations/implications

Though the impact of COVID-19 has been observed during the research period in getting responses from m-payment service users, the constructs used in the study are confined to the UTAUT2 model, and dimensions related to COVID-19 are not directly included in the measurement scale. The study’s findings propose valuable insights for service providers and policymakers.

Practical implications

This study’s results offer valuable insights to the service providers and policymakers to achieve the Government of India digital India objective of “Faceless, Paperless and Cashless” transactions.

Originality/value

This study’s results contribute to extending the empirical research literature on m-payment as antecedents of behavioral intention toward the adoption of m-payment services during the COVID-19 pandemic. Furthermore, this study assumes important interrelationships among UTAUT2 constructs with the additional incorporation of PS and PT.

Details

Journal of Science and Technology Policy Management, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 2053-4620

Keywords

Book part
Publication date: 18 January 2023

Belaynesh Teklay, Kevin E. Dow, Davood Askarany, Jeffrey Wong and Yun Shen

This paper examines the relationship between transportation quality, customer satisfaction and profitability. Specifically, this study examines the simultaneous and asynchronous…

Abstract

This paper examines the relationship between transportation quality, customer satisfaction and profitability. Specifically, this study examines the simultaneous and asynchronous effect of quality of transportation services on customer satisfaction and financial performance and then performs the same examination in relation to the effect of customer satisfaction on financial performance. The partial least squares approach to structural equation modelling is used to examine longitudinal data from 1995 to 2018 from the US airline industry. The findings suggest that low service quality in transportation has adverse effects on customer satisfaction and financial performance, while the impact of customer satisfaction on financial performance in the US Airline transportation industry is mixed. The authors found that the impact of customer satisfaction on financial performance is significant in full-service airlines but not in low-cost airlines. Surprisingly, the authors found no significant direct relationship between transportation quality and financial performance in the US airline industry.

Article
Publication date: 6 May 2021

Rajesh Kumar Singh, Saurabh Agrawal, Abhishek Sahu and Yigit Kazancoglu

The proposed article is aimed at exploring the opportunities, challenges and possible outcomes of incorporating big data analytics (BDA) into health-care sector. The purpose of…

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Abstract

Purpose

The proposed article is aimed at exploring the opportunities, challenges and possible outcomes of incorporating big data analytics (BDA) into health-care sector. The purpose of this study is to find the research gaps in the literature and to investigate the scope of incorporating new strategies in the health-care sector for increasing the efficiency of the system.

Design/methodology/approach

Fora state-of-the-art literature review, a systematic literature review has been carried out to find out research gaps in the field of healthcare using big data (BD) applications. A detailed research methodology including material collection, descriptive analysis and categorization is utilized to carry out the literature review.

Findings

BD analysis is rapidly being adopted in health-care sector for utilizing precious information available in terms of BD. However, it puts forth certain challenges that need to be focused upon. The article identifies and explains the challenges thoroughly.

Research limitations/implications

The proposed study will provide useful guidance to the health-care sector professionals for managing health-care system. It will help academicians and physicians for evaluating, improving and benchmarking the health-care strategies through BDA in the health-care sector. One of the limitations of the study is that it is based on literature review and more in-depth studies may be carried out for the generalization of results.

Originality/value

There are certain effective tools available in the market today that are currently being used by both small and large businesses and corporations. One of them is BD, which may be very useful for health-care sector. A comprehensive literature review is carried out for research papers published between 1974 and 2021.

Details

The TQM Journal, vol. 35 no. 1
Type: Research Article
ISSN: 1754-2731

Keywords

Article
Publication date: 16 August 2021

Umakant L. Tupe, Sachin D. Babar, Sonali P. Kadam and Parikshit N. Mahalle

Internet of Things (IoT) is an up-and-coming conception that intends to link multiple devices with each other. The aim of this study is to provide a significant analysis of Green…

Abstract

Purpose

Internet of Things (IoT) is an up-and-coming conception that intends to link multiple devices with each other. The aim of this study is to provide a significant analysis of Green IoT. The IoT devices sense, gather and send out significant data from their ambiance. This exchange of huge data among billions of devices demands enormous energy. Green IoT visualizes the concept of minimizing the energy consumption of IoT devices and keeping the environment safe.

Design/methodology/approach

This paper attempts to analyze diverse techniques associated with energy-efficient protocols in green IoT pertaining to machine-to-machine (M2M) communication. Here, it reviews 73 research papers and states a significant analysis. Initially, the analysis focuses on different contributions related to green energy constraints, especially energy efficiency, and different hierarchical routing protocols. Moreover, the contributions of different optimization algorithms in different state-of-the-art works are also observed and reviewed. Later the performance measures computed in entire contributions along with the energy constraints are also checked to validate the effectiveness of entire contributions. As the number of contributions to energy-efficient protocols in IoT is low, the research gap will focus on the development of intelligent energy-efficient protocols to build up green IoT.

Findings

The analysis was mainly focused on the green energy constraints and the different robust protocols and also gives information on a few powerful optimization algorithms. The parameters considered by the previous research works for improving the performance were also analyzed in this paper to get an idea for future works. Finally, the paper gives some brief description of the research gaps and challenges for future consideration that helps during the development of an energy-efficient green IoT pertaining to M2M communication.

Originality/value

To the best of the authors’ knowledge, this is the first work that reviews 65 research papers and states the significant analysis of green IoT.

Details

International Journal of Pervasive Computing and Communications, vol. 18 no. 2
Type: Research Article
ISSN: 1742-7371

Keywords

Article
Publication date: 24 August 2022

Yanfu Wang, Xin Wang and Lifei Liu

Lapping is a vital flattening process to improve the quality of processed semiconductor wafers such as single-crystal sapphire wafers. This study aims to optimise the lapping…

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Abstract

Purpose

Lapping is a vital flattening process to improve the quality of processed semiconductor wafers such as single-crystal sapphire wafers. This study aims to optimise the lapping process of the fixed-abrasive lapping plate of sapphire wafers with good overall performance [i.e. high material removal rate (MRR), small surface roughness (Ra) of the wafers after lapping and small lapping plate wear ratio (η)].

Design/methodology/approach

The influence of process parameters such as lapping time, abrasive size, abrasive concentration, lapping pressure and lapping speed on MRR, Ra and η of lapping-processed sapphire wafers was studied, and the results were combined with experimental data to establish a regression model. The multi-evaluation index optimisation problem was transformed into a single-index optimisation problem via an entropy method and the grey relational analysis (GRA) to comprehensively evaluate the performance of each parameter.

Findings

The results revealed that lapping time, abrasive size, abrasive concentration, lapping pressure and lapping speed had different influence degrees on MRR, Ra and η. Among these parameters, lapping time, lapping speed and abrasive size had the most significant effects on MRR, Ra and η, and the established regression equations predicted the response values of MRR, Ra and η to be 99.56%, 99.51% and 93.88% and the relative errors between the predicted and actual measured values were <12%, respectively. With increased lapping time, MRR, Ra and η gradually decreased. With increased abrasive size, MRR increased nearly linearly, whereas Ra and η initially decreased but subsequently increased. With an increase in abrasive concentration, MRR, Ra and η initially increased but subsequently decreased. With increased lapping pressure, MRR and η increased nearly linearly and continuously, whereas Ra decreased nearly linearly and continuously. With increased lapping speed, Ra initially decreased sharply but subsequently increased gradually, whereas η initially increased sharply but subsequently decreased gradually; however, the change in MRR was not significant. Comparing the optimised results obtained via the analysis of influence law, the parameters optimised via the entropy method and GRA were used to obtain sapphire wafers lapping with an MRR of 4.26 µm/min, Ra of 0.141 µm and η of 25.08, and the lapping effect was significantly improved.

Originality/value

Therefore, GRA can provide new ideas for ultra-precision processing and process optimisation of semiconductor materials such as sapphire wafers.

Details

Microelectronics International, vol. 39 no. 4
Type: Research Article
ISSN: 1356-5362

Keywords

Article
Publication date: 26 February 2021

Jashim Khan, Jean-Eric Pelet and Somayeh Zamani

This study aims to expand the understanding of the implicit exposure of brands in Web dramas with congruent branding messages shared on social media Moments. This study also aims…

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Abstract

Purpose

This study aims to expand the understanding of the implicit exposure of brands in Web dramas with congruent branding messages shared on social media Moments. This study also aims to examine the mediating role of word of mouth (WOM) and brand love in the relationship between Web-drama connectedness and viewers’ intention to spend and spending per week.

Design/methodology/approach

A total of 657 usable questionnaires were gathered from Chinese participants who watch the famous weekly drama “My Huckleberry Friends” and make weekly purchases from McDonald’s. Partial least squares regression was used to test the theoretical model of the study.

Findings

Results of this study reveal that WOM and brand love mediate the relationship between Web-drama connectedness and intention to spend on the exposed brand. Intention to spend mediates the relationship between brand love and spending. WOM mediates the relationship between Web-drama connectedness and spending.

Originality/value

Tencent’s WeChat is a well-known Chinese social media platform with a history of forbidding advertising. Users constantly flood social media with Web-drama content, influencing consumers’ spending habits. To the best of the authors’ knowledge, the present study is one of the first attempts to develop an understanding of Web-drama connectedness, brand love, WOM and behavioural intention by tracing the spending on advertised brands. This study highlights how brands maintain consumer spending by enhancing brand love via Web-drama advertising and instigating ticklish moments as “print screens” of WOM on social media.

Details

Journal of Product & Brand Management, vol. 31 no. 1
Type: Research Article
ISSN: 1061-0421

Keywords

Article
Publication date: 4 May 2021

Ibrahim Rashid Al-Taweel

The purpose of this study is to explore the effect of adopting categories of high-performance work practices (HPWPs) in human resource management (HRM) in some health dispensaries…

Abstract

Purpose

The purpose of this study is to explore the effect of adopting categories of high-performance work practices (HPWPs) in human resource management (HRM) in some health dispensaries in the context of the Kingdom of Saudi Arabia. It examines their impact on specific performance areas that can be measured in line with defined performance measurement criteria by adopting the approach of best practices that covers a wide range of departments, levels and processes, including those that reflect the HRM strategy's effectiveness.

Design/methodology/approach

The study employed descriptive-exploratory research design which explores the effect of adopting categories of HPWPs in HRM in some health dispensaries in the context of the Kingdom of Saudi Arabia.

Findings

This study's findings also point to inefficient practices in uplifting organizational performance levels, such as performance-related compensation and information exchange. HPWPs contribute in achieving the institutions' goals in the employees' performance improvement their productivity in health dispensaries improvement of institutional characteristics and performance. HPWPs led to the improvement in the elements of performance, remarkable of which are: improvement in innovation level and creativity; management level improvement due to the compatibility of human resources (HR) practices with the employees' qualifications and experiences; support of the administration to these practices, individual and institutional goal achievement.

Research limitations/implications

The drawback of this analysis is that HR drivers have been listed for healthcare in Saudi Arabia. There will also be extra drivers or potential examinations. The research used expert opinions; they could modify their views in the future. Such work primarily relates to Saudi Arabia and requires validation in specific contexts. There are prospects for more research in the future, as this analysis should be used. This offers the partnership pattern for HR drivers in healthcare in Saudi Arabia.

Practical implications

The study presents practical implications to HRM of health services in Saudi Arabia. This may help to improve healthcare programme in Saudi Arabia and transforming it into a comprehensive healthcare network through which the country offers quality health coverage across various government departments. The private sector's involvement in providing healthcare services is also growing but is hampered by many HR-related concerns.

Social implications

With this study, it offers to improve the health services of Saudi Arabia for social development with regards to HRM practices. In which efficiency in healthcare ensures that the patient wants treatment in an inexpensive, secure, efficient manner because it needs it. HPWPs in HRM are examined in this research paper.

Originality/value

Despite the magnitude of the health dispensaries in the Kingdom of Saudi Arabia, and the geographical expanse, it covers in rendering its practical and medical services, there is an apparent lack of full grasp on the part of managers concerning the potential role that HPHWs can play a major role in contributing to the development of health services across the board; in addition to the fact that some institutions are not desirous of changing the framework and operations of their HRM amongst healthcare institutions in Saudi Arabia.

Article
Publication date: 11 March 2021

Fadi Abdel Muniem Abdel Fattah, Khalid Abed Dahleez, Riyad Neman Darwazeh and Abrar Mohammed Mubarak Al Alawi

This study aims to examine the influence of service quality (SQ) on customer loyalty (CL) and the mediating role of customer satisfaction (CS) and customer perceived value (CPV…

Abstract

Purpose

This study aims to examine the influence of service quality (SQ) on customer loyalty (CL) and the mediating role of customer satisfaction (CS) and customer perceived value (CPV) in health insurance products in Malaysia.

Design/methodology/approach

Data were conveniently collected through a self-administered questionnaire from subscribers to health insurance products and services in Malaysia. A total of 456 available questionnaires were used in the analysis. Partial least square (PLS) structural equation modelling (V3.3) was used to obtain the study results.

Findings

A positive relationship is observed amongst the studied variables. In addition, CPV partially mediates the proposed relationship and also indirectly mediates the relationship between SQ and CS. Lastly, CS partially mediates the proposed relationship. Hence, all proposed direct and indirect relationships are significant and positive.

Research limitations/implications

This research increases the authors’ understanding of the role of CS, SQ and CPV on CL in the health insurance industry in a developing country. The study also shows that insurance companies must establish positive relationships between insurers and customers by providing excellent SQ to maintain CS and loyalty.

Practical implications

This research will help managers and guide the policymakers to establish a national health financing scheme. Furthermore, these results will guide industry players on how to maintain existing and targeting customers.

Social implications

This study has attempted to provide a comprehensive understanding of CL in the Malaysian health insurance industry. Considering the limited research in the Malaysian health insurance context, this study can provide theoretical contribution and a managerial basis for future studies, including implications for the managers. However, to date, research in this sector under the Malaysian context is not adequate to consider SQ, perceived values and CL factors.

Originality/value

This study has attempted to provide a comprehensive understanding of CL in the Malaysian health insurance industry. Considering the limited research in the Malaysian health insurance context, this study can provide theoretical contribution and a managerial basis for future studies, including implications for the managers.

Details

The TQM Journal, vol. 33 no. 8
Type: Research Article
ISSN: 1754-2731

Keywords

Article
Publication date: 15 October 2019

Rejikumar G., Raja Sreedharan V. and Raiswa Saha

Consumer behavior, in the context of general insurance, is worth exploring to formulate growth strategies for insurance sector in India in light of the proposed structural…

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Abstract

Purpose

Consumer behavior, in the context of general insurance, is worth exploring to formulate growth strategies for insurance sector in India in light of the proposed structural changes. Indian consumers attract global players due to untapped potential and favorable policy measures initiated for higher foreign direct investments. The purpose of this paper is to understand the prevailing level of service quality as perceived by insurance customers in India in the presence of certain contextual antecedents and moderators.

Design/methodology/approach

Perceptions about constructs like customer risk dispositions, awareness, past experiences, customer involvement, choice overload, service quality and satisfaction of 256 customers were collected using a questionnaire survey. A variance-based structural equation modeling helped to identify significant linkages among the constructs.

Findings

In order to assess service quality levels, a 15-item scale having the infrastructure, employees, agents and product dimensions was found valid and reliable. Choice overload and customer involvement were found to moderate the influence of antecedents and service quality, respectively. The influence of choice overload on quality perceptions is insignificant. The study concludes that the existing risk beliefs are insufficient, and experiences have less predictive contribution to quality perceptions.

Research limitations/implications

Theoretically, this study examined the process of satisfaction development from service quality perceptions. This study offers insights for developing theories to portray future consumer behavior where more dependence of self-service technologies is expected to dominate service delivery mechanisms in insurance. The study informs that general insurance customers in India prefer more diversified products, more customer-centric employees/agents and better technical quality.

Practical implications

The findings of this study contribute to the understanding of the prevailing insurance consumer behavior in the general insurance sector of India and help insurance service providers in streamlining their strategies for better insurance penetration and reduced lapse rate.

Originality/value

This study helps in understanding the emerging trends in general insurance buying behavior in India.

Details

Management Decision, vol. 59 no. 4
Type: Research Article
ISSN: 0025-1747

Keywords

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