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Article
Publication date: 23 November 2018

Gyan Prakash and Shefali Srivastava

The purpose of this paper is to identify the antecedents and outcomes of internal service quality (ISQ) in a health-care environment. The relationships among the heterogeneous…

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Abstract

Purpose

The purpose of this paper is to identify the antecedents and outcomes of internal service quality (ISQ) in a health-care environment. The relationships among the heterogeneous health-care environment, coordinated care, perceived organisational support (POS), ISQ, internal customer satisfaction and patient-centred care were explored.

Design/methodology/approach

Based on a review of the literature, a structural model was developed. A 37-item questionnaire was circulated among service providers in the health-care system, including doctors, nurses and system staff, all over India. The random sampling method was adopted to collect data. A total of 238 valid responses were received. The data were analysed using structural equation modelling.

Findings

The results show that the heterogeneous environment, coordinated care and POS act as antecedents of ISQ, which drives internal customer satisfaction and patient centricity in health care.

Research limitations/implications

The paper contributes to the health-care literature by identifying the antecedents and consequences of ISQ and developing a structural relationship among ISQ, the heterogeneous health-care environment, coordinated care, POS, internal customer satisfaction and patient-centred care.

Practical implications

Hospital administrators may use various constructs of POS, ISQ and coordinated care to measure process and employee performance, which may aid the design of appropriate processes and improve employee selection. The constructs of patient centricity and internal customer satisfaction may be used as benchmarking tools to facilitate the formulation of immediate corrective actions and policies for future courses of action.

Social implications

This paper highlights how patient centricity may be achieved by focussing on ISQ, coordinated care processes and a facilitative internal environment. This understanding may aid the design of processes that in turn deliver health as a social good in an effective manner.

Originality/value

This paper extends past research on ISQ by showing that ISQ affects internal customer satisfaction and, in turn, the quality of service delivery in the system. In the health-care context, heterogeneity in patient needs, coordinated care and organisational support play crucial roles in determining ISQ, which in turn influences the level of patient-centred care.

Details

International Journal of Pharmaceutical and Healthcare Marketing, vol. 13 no. 1
Type: Research Article
ISSN: 1750-6123

Keywords

Article
Publication date: 10 May 2019

Shefali Srivastava and Gyan Prakash

The purpose of this study is to assess the relationship between patient-centricity, care coordination and delivery of quality care for older people with multiple chronic…

Abstract

Purpose

The purpose of this study is to assess the relationship between patient-centricity, care coordination and delivery of quality care for older people with multiple chronic conditions. Care coordination is defined as a process where physicians, nurses and allied professionals work together to clarify responsibilities, care objectives, treatment plans and discharge plans for delivery of unified care. Patient-centricity is defined as an approach of delivering quality care to patients that focuses on creating a positive experience for them.

Design/methodology/approach

A literature review was used to identify measures of care coordination and then partial least square structural equation modeling was used to assess interrelationship among patient-centricity, measures of care coordination and delivery of quality care.

Findings

Results reveal that care coordinated pathways consist of IT-enabled coordination, interprofessional teamwork, information sharing and facilitative infrastructure requirements and are influenced by patient-centricity. These are deliberate requisites for delivering of quality care. Results of this study present a validated model of care coordination for older people, which may be further explored to refine the concept of care coordination.

Practical implications

Based on these results, practitioners may develop an overarching strategy to deliver seamless care and to achieve better health outcomes. Measures of care coordination may be used as a performance benchmarking tool and will also help in the process mapping of hospitals.

Social implications

This paper highlights how patient-centricity may be achieved by focusing on coordinated care processes. This understanding may help in designing processes, which in turn deliver health as a social good in an effective manner.

Originality/value

Results of this study present such a validated model for care coordination, which can be used by researchers.

Details

Journal of Indian Business Research, vol. 11 no. 4
Type: Research Article
ISSN: 1755-4195

Keywords

Open Access
Article
Publication date: 30 October 2023

Shefali Srivastava and Bindu Singh

Known for its motto “All Ages, All Races, All Genders,” MAC cosmetics reflects the brand’s commitment to inclusivity and diversity. It has been at the forefront of promoting a…

Abstract

Purpose

Known for its motto “All Ages, All Races, All Genders,” MAC cosmetics reflects the brand’s commitment to inclusivity and diversity. It has been at the forefront of promoting a wide range of skin tones, ethnicities and gender identities in the beauty industry. If you have ever wondered about the secret behind the success of this mega-brand in the beauty industry, this case study aims to provide a comprehensive overview of the company’s history from its early days to the present and discusses the factors that might build or ruin a brand. Moreover, players in the industry will need to adapt to changing consumer preferences, focus on sustainability and leverage digital technologies to remain relevant and capture market opportunities. Therefore, would it be wise for MAC cosmetics to take forward their expansion plans in India, and what is the motivation behind the expansion? Alternatively, would the implementation of a proactive strategy for product innovation, combined with a stronger presence, result in a more viable and sustainable proposition?

Design/methodology/approach

This study relies on online resources for data collection. The data was collected from the secondary sources in the month of November and December 2022. Moreover, the information provided in the case study was validated and supplemented via using different websites, including the company’s website and social media profiles.

Findings

The commitment shown and the roles played will have a lasting impact on the society. Additionally, student will be able to learn when and how to seize opportunities, as well as how to manage obstacles that will arise in their entrepreneurial journey. Through this case study, they will be able to learn a variety of business strategies that can be implemented in emerging markets. The conclusion of the study provides the obstacles and hurdles faced by the industry in expanding in the Indian market. The potential solutions were made through providing information for the students, academicians, entrepreneurs and others to compete in the Indian market situation.

Originality/value

This is a real-world case that provides the audience with first-hand experience to comprehend the event and apply their knowledge to form a conclusion and is also effective for decision-making in the dynamic environment of the present day. However, the authors provide a comprehensive overview of the company’s history from its early days to the present and discuss the factors that might build or ruin a brand.

Details

Vilakshan - XIMB Journal of Management, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 0973-1954

Keywords

Article
Publication date: 4 February 2020

Gyan Prakash and Shefali Srivastava

The purpose of this paper is to explore the antecedents and consequences of a value-dense environment in healthcare service delivery.

Abstract

Purpose

The purpose of this paper is to explore the antecedents and consequences of a value-dense environment in healthcare service delivery.

Design/methodology/approach

A structural model was developed based on a literature review. Circulation of a 31-indicator questionnaire among service receivers in the healthcare system across India generated 279 valid responses. The research model was assessed using a cross-sectional research design, and the data were analyzed by partial least squares-structural equation modeling.

Findings

Integrated supply chain performance (ISCP), internal service quality (ISQ) and coordinated care are antecedents of a value-dense environment, which drives patient-centricity. The leagile supply chain strategy strengthens the relationship between ISCP and coordinated care. Employee trust and commitment acts as a moderator between coordinated care and ISQ.

Research limitations/implications

By adopting the perspective of service receivers, this paper highlights the influence of value-density on patient-centricity in healthcare organizations. Future research should include healthcare professionals’ perceptions of value-dense environment creation.

Practical implications

The study provides suggestions to practitioners for designing patient-centric healthcare services by leveraging ISCP, coordinated care and ISQ in the value-creation process. Recognizing the relationships among these constructs can aid the timely formulation of corrective actions and future policies.

Social implications

This study underscores patient-centric care as a basis for effectively delivering healthcare as a social good.

Originality/value

This paper contributes to the body of knowledge by identifying and empirically validating the relationships between patient-centricity and value co-creation.

Article
Publication date: 1 September 2020

Shefali Srivastava and Rohit Kr Singh

The paper identifies the antecedents and consequences of integrated supply chain performance (ISCP) in healthcare systems.

Abstract

Purpose

The paper identifies the antecedents and consequences of integrated supply chain performance (ISCP) in healthcare systems.

Design/methodology/approach

Based on a review of the literature constructs of supply chain flexibility (SCF), employee relationships (ERs), organizational orientation (OO) and knowledge exchange (KE) were identified as antecedents of ISCP, and patient centricity (PC) emerged as its consequence. This structural relationship was tested using partial least square structural equation modeling (PLS-SEM).

Findings

ERs, SCF, OO and KE positively impacted the performance of an integrated healthcare supply chain. Furthermore, enhanced ISCP in operational processes of the hospital positively influenced patient centeredness and care quality.

Research limitations/implications

Paper contributes by identifying antecedents and consequences of ISCP. Future researchers may explore the inter-relationships among the antecedents of ISCP.

Practical implications

Insights from this study will help practitioners in enhancing hospital operations by integrating processes along the healthcare service supply chain and developing a patient-centric approach.

Social implications

This paper highlights how PC may be achieved by focusing on a facilitative internal environment. This understanding may help in designing processes that deliver health as a social good in an effective manner.

Originality/value

The empirical evidence from this study can help hospitals integrate their functions, thus, enabling them to deliver quality care.

Details

Benchmarking: An International Journal, vol. 28 no. 1
Type: Research Article
ISSN: 1463-5771

Keywords

Article
Publication date: 26 February 2024

Shefali Singh, Kanchan Awasthi, Pradipta Patra, Jaya Srivastava and Shrawan Kumar Trivedi

Sustainable human resource management (SuHRM), which aims to achieve positive environmental, social and economic outcomes at the same time, has gained prominence across…

Abstract

Purpose

Sustainable human resource management (SuHRM), which aims to achieve positive environmental, social and economic outcomes at the same time, has gained prominence across industries. However, the challenges of implementing SuHRM across industries are largely under-studied. The purpose of this study is to identify the grey areas in the field of SuHRM by using an unsupervised learning algorithm on the abstracts of 607 papers published in prominent journals from 1995 to 2023. Most of the articles have been published post-2018.

Design/methodology/approach

The analysis of the data (abstracts of the selected articles) has been done using topic modelling via latent Dirichlet algorithm (LDA).

Findings

The output from topic modelling-LDA reveals nine primary focus areas of SuHRM research – the link between SuHRM and employee well-being; job satisfaction; challenges of implementing SuHRM; exploring new horizons in SuHRM; reaping the benefits of using SuHRM as a strategic tool; green HRM practices; link between SuHRM and organisational performance; link between corporate social responsible and HRM.

Research limitations/implications

The insights gained from this study along with the discussions on each topic will be extremely beneficial for researchers, academicians, journal editors and practitioners to channelise their research focus. No other study has used a smart algorithm to identify the research clusters of SuHRM.

Originality/value

By utilizing topic modeling techniques, the study offers a novel approach to analyzing and understanding trends and patterns in HRM research related to sustainability. The significance of the paper would be in its potential to shed light on emerging areas of interest and provide valuable implications for future research and practice in Sustainable HRM.

Details

International Journal of Organizational Analysis, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 1934-8835

Keywords

Article
Publication date: 2 October 2023

Anurag Singh, Ashok Kumar Patel, Shefali Jaiswal, Punita Duhan and Vinod Kumar Singh

This study focuses on Aaker's Brand Equity Model, to check the effect of brand equity determinants on booking intention (BI) for ridesharing in India. The study also explores the…

Abstract

Purpose

This study focuses on Aaker's Brand Equity Model, to check the effect of brand equity determinants on booking intention (BI) for ridesharing in India. The study also explores the moderation of ecologically conscious consumer behavior (ECCB) on the multiplicative effect of brand awareness (BAw), brand association (BA) and perceived quality (PQ) in influencing the BI.

Design/methodology/approach

Responses from 393 Indian ridesharing users were collected using judgmental sampling and were analyzed using Hayes Process macro.

Findings

The study found a direct relationship between BAw and BI, BAw and BA, BAw and PQ, BA and PQ, PQ and BI, and BA and BI. Findings revealed mediation of BA in BAw and BI relationship and PQ in BAw and BI relationship. Results revealed that BA and PQ serially mediate BAw and BI relationship. ECCB moderates PQ and BI relationship but not BAw and BI relationship.

Research limitations/implications

Serial mediation and moderated-mediation results draw various theoretical implications for determinants of Aaker's Brand Equity model and ECCB.

Practical implications

The research has several implications for managers in view of brand equity determinants and ECCB. The study also contributes to policy implications.

Originality/value

Study's novel contributions are mediation, serial mediation between brand equity determinants, and moderation of ECCB between BAw and BI for ridesharing.

Details

Management of Environmental Quality: An International Journal, vol. 35 no. 1
Type: Research Article
ISSN: 1477-7835

Keywords

Article
Publication date: 27 February 2024

Shefali Arora, Ruchi Mittal, Avinash K. Shrivastava and Shivani Bali

Deep learning (DL) is on the rise because it can make predictions and judgments based on data that is unseen. Blockchain technologies are being combined with DL frameworks in…

Abstract

Purpose

Deep learning (DL) is on the rise because it can make predictions and judgments based on data that is unseen. Blockchain technologies are being combined with DL frameworks in various industries to provide a safe and effective infrastructure. The review comprises literature that lists the most recent techniques used in the aforementioned application sectors. We examine the current research trends across several fields and evaluate the literature in terms of its advantages and disadvantages.

Design/methodology/approach

The integration of blockchain and DL has been explored in several application domains for the past five years (2018–2023). Our research is guided by five research questions, and based on these questions, we concentrate on key application domains such as the usage of Internet of Things (IoT) in several applications, healthcare and cryptocurrency price prediction. We have analyzed the main challenges and possibilities concerning blockchain technologies. We have discussed the methodologies used in the pertinent publications in these areas and contrasted the research trends during the previous five years. Additionally, we provide a comparison of the widely used blockchain frameworks that are used to create blockchain-based DL frameworks.

Findings

By responding to five research objectives, the study highlights and assesses the effectiveness of already published works using blockchain and DL. Our findings indicate that IoT applications, such as their use in smart cities and cars, healthcare and cryptocurrency, are the key areas of research. The primary focus of current research is the enhancement of existing systems, with data analysis, storage and sharing via decentralized systems being the main motivation for this integration. Amongst the various frameworks employed, Ethereum and Hyperledger are popular among researchers in the domain of IoT and healthcare, whereas Bitcoin is popular for research on cryptocurrency.

Originality/value

There is a lack of literature that summarizes the state-of-the-art methods incorporating blockchain and DL in popular domains such as healthcare, IoT and cryptocurrency price prediction. We analyze the existing research done in the past five years (2018–2023) to review the issues and emerging trends.

Details

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

Keywords

Article
Publication date: 30 March 2010

Manisha Shekhar and M Saxena

This article documents instances of racism that have previously acted as barriers to Indian students' academic success in Australia. It is felt that such incidents would not have…

Abstract

This article documents instances of racism that have previously acted as barriers to Indian students' academic success in Australia. It is felt that such incidents would not have happened to students from, for example, China or Japan, as their governments would have taken more serious steps against the Australian government. There is a feeling in India that the Indian government can be seen as weak. Against this background, the article looks at potential reasons for racially motivated attacks against Indians in Australia, and at what can be done to reduce these, as well as both the Australian and Indian government responses to the particular instances reported.

Details

Ethnicity and Inequalities in Health and Social Care, vol. 3 no. 1
Type: Research Article
ISSN: 1757-0980

Keywords

Content available
Article
Publication date: 30 May 2011

Zahir Irani and Yogesh Dwivedi

346

Abstract

Details

Transforming Government: People, Process and Policy, vol. 5 no. 2
Type: Research Article
ISSN: 1750-6166

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