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The current study is aimed at identifying the prominent influencers that affect the response behaviour of patients in a hospital environment.

The research is based on the data collected through the participant observation method while interviewing patients about the quality of healthcare services in nine community health centres of the Kashmir division. Thematic analysis was performed on the information collected from patients admitted to various hospital sections.

The analysis of the qualitative data revealed that the presence of hospital staff near respondents, perceived risk of maltreatment, social desirability, the sensitivity of the topic, risk of information sharing and attitude towards surveys are the most frequently observed factors that modulate the patient's tendency to truthfully report critical facts about the problem understudy.

These results can help researchers to exercise caution while communicating with respondents and collecting data related to serious issues in a natural setting.

The purpose of this paper is to report the findings of a study undertaken to understand customer satisfaction and customer retention in business-to-consumer markets. The study investigates the effect of personnel capability and customer satisfaction on customer retention in the banking sector. The influence of the control variable (gender) on customer retention and mediating role of customer satisfaction has also been examined.

The study has used structural equation modeling (SEM) for data analysis across a sample of 409 bank customers of a private bank operating in Jammu and Kashmir state of India. Questionnaires were distributed and respondents were selected through a cluster sampling technique.

The empirical analysis through SEM has confirmed that personnel capability and customer satisfaction have a significant positive impact on customer retention. Customer satisfaction partially mediates the effect of personnel capability on customer retention. Moderation analysis was performed and established that gender moderates the effect of personnel capability on customer satisfaction. It was also found that gender has no effect on other relations. Furthermore, the study shows that personnel capability has a stronger impact on customer retention as compared to customer satisfaction. However, the relationship between personnel capability and customer satisfaction is significant.

The study has been conducted on the customers of a private bank in India. Therefore, generalizations may be limited. As personnel capability is the predictor of satisfaction and retention, individuals with proper social and technical skills – in addition to other skills – should be hired for managing relationships with customers.

The study has added to the understanding of the relationship which exists among the following variables: gender, personnel capability, customer satisfaction and customer retention. These variables have not been studied together previously.

The purpose of this study is to summarize the available pool of literature on service quality to identify different dimensions of service quality in the healthcare industry and understand how it is measured. The study attempts to explore the research gaps in the literature about different service quality dimensions and patient satisfaction.

A systematic literature review process was followed to achieve the objectives of the study. Various inclusion and exclusion criteria were used to select relevant research articles from 2000–2020 for the study, and a total of 100 research articles were selected.

The study identified 41 different dimensions of healthcare service quality measurement and classified these dimensions into four categories, namely servicescape, personnel, hospital administration and patients. It can be concluded that SERVQUAL is the most widely used service quality measurement tool.

The study identified that a majority of the researchers deduced a positive relationship between SERVQUAL dimensions and the quality of healthcare services. The findings of study will assist hospital executives in formulating effective strategies to ensure that patients receive superior quality healthcare services.

The purpose of this paper is to assess the influence of personality traits on perception and acceptance of open access (OA) mode of publishing by the author community of University of Kashmir, India. The study is an attempt to highlight the relationship between personality traits of authors and OA mode of publishing.

The study is based on the responses of 48 faculty members affiliated with different Departments of Science Discipline of University of Kashmir. Big Five personality traits (extraversion, agreeableness, conscientiousness, emotional stability and openness to experience) were tapped through ten-item personality inventory, and information regarding OA was gauged through six self-devised statements.

Pearson correlation test confirms statistically significant relation between personality traits and different dimensions of OA mode of publishing. Personality traits are found to have an influence on author’s perception of OA mode of publishing. However, the study could not ascertain any relation between the notions of an author about the quality of OA content with any of the personality traits. Emotionally stable authors are found to explicitly submit their work in OA journals without any anxiety or negativity. Agreeable and conscientious authors also prefer to keep their work open to make it helpful to the broader audience and get maximum recognition from peers and citations to their work respectively. However, some authors (agreeable) hesitate in submitting their work in open platforms due to the fear of getting their works easily copied.

The study is first of its kind highlighting a new dimension in the field of OA and investigates the influence of personality traits on author’s attitude towards open mode of publishing.

Twitter as a social tool allows people to express their views, emotions or communicate information within brevity of 140 character limit. It has provided an opportunity to researchers to tab users’ expressions on social or political issues, be it natural calamity, elections and alike. The purpose of this paper is to assess how people explored Twitter to express their views regarding state assembly elections of Jammu and Kashmir (India).

The authors performed content analysis of 4,537 tweets that were posted by 1,420 different Twitter users over a period of 78 days (October 30, 2014 through January 15, 2015).

Users were found to be active on the days of polling while post-polling period witnessed a huge influx in particular on the day of voting and declaration of results. Nearly 94 percent users have posted around 50 percent of tweets and there were only 81 handles which posted remaining 50 percent tweets. In additions to people, news agencies, anonymous groups and social/political groups have expressed their views on this event. Nearly one-fourth tweets were retweeted and one-fourth tweets were marked favorite. Users have mostly providing news updates or personnel commentaries about the election process.

The study is first of its kind using Twitter to represent the sentiments of people during floods.

The study aims to showcase public sentiments via social media, Twitter, during 2014 floods of Jammu and Kashmir, India.

The study is based on content analysis of tweets related to Kashmir floods. Search was performed with “#kashmirfloods” and was confined to tweets posted from 4 September 2014 through 3 November 2014. A naturalistic approach was applied to examine the content and classify tweets into 5 major and 25 sub categories. Data as such collected were tabulated in SPSS 21 for analysis.

During the study period, individuals, news channels, and organisations posted a total of 36,697 tweets related to Kashmir floods. It all started with an outburst of tweets which goes on declining (exponentially) with every passing day. People express themselves in a number of ways with informational tweets used more during the time of disaster. Individuals expressing their sentiments outscore other types of sentiments with text-based tweets ranking high. About 44 per cent of tweets were retweeted, and nearly 31 per cent tweets were marked favourite. Comparatively, more number of informational and help tweets were retweeted or marked favourite. Contextual richness of tweet (i.e. number of embedded expressions) enhances its visibility by means of getting liked and/or retweeted. A statistically significant positive association is observed between the number of expressions in a tweet and the number of times it is liked (favourite) or retweeted.

Twitter plays a pivotal role during natural calamities like Kashmir floods to connect people in the hour of need and help. It provides a platform where the plight of people is heard across the globe and which encourages people to unite and overcome hurdles together.

This study examines the sentiments of people expressed during Jammu and Kashmir (India) Floods 2014 on social media – Twitter.

Community health centres (CHCs) play a vital role in healthcare service delivery in rural India and act as a crucial link between the primary and tertiary healthcare systems. The rural population in the union territory of Jammu and Kashmir primarily depends on CHCs for healthcare services due to the scarcity of private healthcare infrastructure and the lack of access to tertiary hospitals. The purpose of this study is to analyse the impact of management capability, staff competence, waiting time and patient satisfaction on revisit intention among patients visiting CHCs for care needs. It further examines the mediational role of patient satisfaction between antecedents of patient satisfaction and revisit intention.

A survey by questionnaire was used to collect data from 318 inpatients and outpatients visiting CHCs. Partial least square-structural equation modelling was performed with the help of SmartPLS 3 software to evaluate the causal relationships between variables.

The findings of the study ascertain that staff competence and waiting time are strong predictors of patient satisfaction while management capability was reported as an insignificant factor. Patient satisfaction significantly affects revisit intention and successfully mediates the impact of management capability, staff competence and waiting time on revisit intention.

CHCs play a significant role in bridging the gap between primary healthcare and tertiary healthcare and in delivering healthcare services to the vast rural population in India. This study necessitates the active participation of management to ensure the smooth functioning of CHCs. There is a need to provide adequate staff and necessary infrastructural facilities to reduce the treatment waiting time.

The purpose of this paper is to analyze the impact of destination image on satisfaction level and tourist loyalty toward the various tourist destinations in Jammu and Kashmir. The study, also, attempted to investigate the mediating role of satisfaction and moderating role of gender, past experience and tourist origin in the proposed model.

The study was carried out in the state of Jammu and Kashmir spread over three divisions, i.e., Jammu, Kashmir and Ladakh. The study employs questionnaire survey method for data collection. Purposive sampling was adopted for data collection and data analysis was carried out through exploratory factor analysis, confirmatory factor analysis and structural equation modeling techniques.

The study has found that cognitive image, affective image and unique image are the significant dimensions of destination image, which in turn has a positive effect on satisfaction level and tourist loyalty. It was also found that destination image has both direct and indirect effect on tourist loyalty.

The state of Jammu and Kashmir has been badly affected by ongoing political instability, which has caused huge losses to the tourism industry. The results of the study will be helpful to policymakers in designing various strategies and programs for maximizing tourist inflow and growth of tourism industry in the state of Jammu and Kashmir.

Further, finding of the study will assist destination managers in understanding consumer behavior for promoting destination shopping activities. This will enhance tourist expenditure at destinations and thus provides direct benefits to the local economy.

Very little research has been conducted on moderating role of gender, past experience and tourist origin in the destination image and its association with satisfaction and tourist loyalty in the state of Jammu and Kashmir. Managing destination image and quality of tourist experience are critical to induce favorable expectations of destination in the tourist’s mind.

The purpose of the study is to evaluate the relationship of Journal Publication Timeline (submission to first decision and submission to final decision) with various Journal Metrics (citing half-life, article influence score, the immediacy index, the acceptance rate, the impact factor (IF), five years IF, Eigenfactor and cited half-life) of top 600 journals retrieved from Journal Citation Report (JCR) 2020 under the tag, Elsevier Unified.

Top 600 journals in the decreasing order of the IFs under the tag, “Elsevier Unified” were retrieved from JCR 2020 of Clarivate Analytics. Information about “Journal Metrics” was ascertained using “Customized Service” of JCR, while information about the “Publication Timeline” of each journal was obtained using Elsevier's “Journal Insights Service.” It was found that only 177 journals provided the complete information regarding the “Publication Timeline” and hence considered for the study. Descriptive statistics and correlation analysis was conducted to test the different hypotheses.

It was found that submission to first decision has a significant relationship with the immediacy index, citing half-life and the acceptance rate. Submission to final decision has a significant relationship with Journal Impact Factor (JIF), the immediacy index, Eigenfactor, citing half-life and the acceptance rate.

The study will provide the authors with sound and valuable information to support their selection of journals. Inferences in light of fluctuations in the scholarly communication process in terms of Publication Timelines and Journal Metrics can be deeply understood with the aid of the current study's findings. What considerations authors have to take before submitting their papers is the main implication of the study. Journal administrators can also benefit from the findings of the current study as it can help recruit and manage reviewers, which will ensure a successful publication timeline.

The study correlates Publication Timeline Indicators with Journal Metrics Indicators using secondary cross-sectional data. Though most previous studies only examine the relationship of the Publication Timeline with the Journal Impact Factor (JIF), there is very scarce literature that deciphers the influence of Publication Timeline indicators on different Journal Metrics indicators (including JIF).

The peer review history for this article is available at: https://publons.com/publon/10.1108/OIR-02-2022-0108.

The purpose of the study is to analyze the impact of the Publication Timeline, i.e. Submission to First Decision and Submission to Acceptance on Journal Metrics, i.e. Impact Factor (IF) and 5-year IF.

Data related to the IF and 5-year IF were retrieved from Clarivate Analytics’ Journal Citation Report 2020. The Publication Timeline of each journal was ascertained through their respective websites. To attain the model fit summary, an analysis of variance (ANOVA) test was performed. Regression analysis was also performed on the models using SPSS 21 software to ascertain the nature and degree of impact the Publication Timeline (Submission to First Decision and Submission to Acceptance) has on Journal Metrics (IF and 5-year IF).

Submission to First Decision has a significant inverse relationship with both the IF and 5-year IF, whereas Submission to Acceptance has a significant direct relation with 5-year IF and an inverse but insignificant relationship with IF.

Journals published by Springer Nature and of multidisciplinary nature have been considered for the study. Only those journals were selected that provided the information regarding the Publication Timeline, whereas those which did not provide the same, were excluded. However, new insights can be revealed if the journals published by different publishers and belonging to one particular discipline are studied.

The study helps to ascertain the impact of the Publication Timeline on the Impact Metrics of the journals. It can help the authors select the journals as their publishing venues considering the Publication Timeline. Publishers can also be benefitted from the findings of this study since improvisations and modifications in their Publication Timelines can positively influence the impact metrics of their respective journals.

The study attempts to measure the impact of the Publication Timeline on Journal Metrics using cross-sectional secondary data, by performing regression analysis. Though various studies have examined the influence of the Publication Timeline on the IF using correlation analysis, to the best of the authors’ knowledge, this study is the first of its kind to use regression analysis to check the relation, as well as the degree of impact the Publication Timeline, has on Journal Metrics.