Search results

Drawing upon the stimulus-organism-response model, this study aims to explore the impact of soft aspects of service quality on revisit intention through the mechanism of perceived empathy.

For the examination of the hypothesized relationships, the study adopts structural equation modelling to analyse the data of 562 respondents (i.e. 281 family members and 281 inpatients).

The empirical results suggest that service quality increased family member empathy perception, which, in turn, improved inpatients’ revisit intentions.

Past studies have focused on the roles of overall service quality. The authors have extended the literature by examining the specific but important aspect of service quality and its effects on emotional response. Importantly, the study explains that the affective reactions of a patient’s family, fastened with perceived empathy, have a central role in influencing the patients’ subsequent reactions. Moreover, the prior studies collected the data either from hospital employees or patients. However, in the present study, the authors used a unique sample (family members as well as patients) to have a deeper understanding. Thus, the study enhances the literature on the stimuli-response (i.e. service quality – revisit intentions) relationship in the context of service marketing in general and health care in specific. Important academic and managerial contributions and recommendations for future research are discussed.

Blockchain is a developing technology that affects numerous industries, including facility management (FM). Many barriers are associated with adopting blockchain-enabled building information modeling (BEBIM) in FM. This research aims to identify and prioritize the barriers to adopting BEBIM in FM.

To address the knowledge gap, this study employs a two-phase methodology for evaluating the barriers to adopting BEBIM in FM. The first phase involves a comprehensive literature review identifying 14 barriers to BEBIM adoption. Using a Delphi approach, the identified barriers were categorized into 6 groups and finalized by 11 experts, adding 3 more barriers to the list. The best-worst method (BWM) determines the priority weights of identified barriers and sub-barriers in the second phase.

This study reveals that adopting BEBIM for FM in India faces significant hurdles. The most critical barriers are “limited collaboration” and “communication among stakeholders,” “legal constraints in certain jurisdictions” and “challenges in establishing trust and governance models.” To mitigate these barriers, stakeholders should foster collaboration and communication, develop efficient blockchain technology (BT) and establish a trust and governance model.

This work underscores the importance of formulating effective strategies to overcome the identified barriers and emphasizes implications that can assist policymakers and industry stakeholders in achieving successful BEBIM adoption for improved FM practice.

The study provides valuable insights for policymakers, construction industry stakeholders and facility managers interested in leveraging this technology to improve the efficiency and effectiveness of FM practice in India.

With the increasing concern over environmental pollution and global warming, companies are required to act responsibly to mitigate these environmental issues. Their activities should adhere to the standards of environmental sustainability. Thus, this study aimed to investigate the impact of green supply chain management (GSCM) and total quality management (TQM) on environmental sustainability, with environmental management practices (EMP) as the moderating factor.

A quantitative study was adopted using the management data from various manufacturing companies in Jordan. A total of 362 responses were collected, and the proposed hypotheses were tested using a structural equation model.

The study findings revealed that both GSCM and TQM significantly and positively influenced environmental sustainability. The impact of TQM on environmental sustainability was higher than that of GSCM. Moreover, no evidence was found on the moderating role of EMP.

The study’s results highlighted to the decision-makers the main practices to expand the quality implementation across their supply chain to improve environmental sustainability. The study also demonstrated the reasons behind the insignificance of EMPs in strengthening the relationships between GSCM, TQM, and environmental sustainability.

While there are very few studies examining the relationships between GSCM and TQM on environmental sustainability. This study adds to the literature body as one of a few empirical studies that tested the integrated effect of GSCM and TQM practices within the context of the manufacturing industry in a developing country. Moreover, this study takes a holistic approach by tapping into EMP to confirm whether it moderated the relationships between GSCM, TQM, and environmental sustainability.