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Article

Mumin Dayan, Ibrahim A. Al Kuwaiti, Zafar Husain, Poh Yen Ng and Aysenur Dayan

The aim of this research is to uncover issues that inhibit patients' satisfaction and loyalty and identify factors that could enhance customer retention by government…

Abstract

Purpose

The aim of this research is to uncover issues that inhibit patients' satisfaction and loyalty and identify factors that could enhance customer retention by government hospitals in the United Arab Emirates (UAE). The mediating impact of outpatient satisfaction on service quality, word of mouth (WoM), hospital image, outpatient–physician relationship and outpatient loyalty were tested.

Design/methodology/approach

The sample data used to test the hypotheses were drawn from a pool of patients served by a government healthcare agency in Abu Dhabi. Questionnaires were provided to 418 participants using methods such as short message service, e-mail and face-to-face delivery. The data were analyzed using SmartPLS 3.3.2 software.

Findings

The results indicate that service quality, WoM and outpatient–physician relationship positively impact outpatient satisfaction and indirectly effect outpatient loyalty; that hospital image positively impacts outpatient satisfaction and loyalty and has a partially mediating effect on loyalty; that waiting time satisfaction has no effect on outpatient satisfaction and no moderating effect on the outpatient satisfaction–loyalty relationship and that switching cost has a positive effect on loyalty but no moderating effect on the outpatient satisfaction–loyalty relationship.

Research limitations/implications

The first limitation of this study concerns the fact that only patients who had previously been served by these hospitals' outpatient units were included. Furthermore, the research was not able to obtain extensive findings related to the various factors that negatively impacted patient satisfaction and loyalty among all of the departments of government hospitals, such as inpatient care and emergency care.

Practical implications

Centered on the findings from this research, increasing switching costs would prevent patients from switching to other healthcare providers. Therefore, it has the potential to create a false loyalty or a hostage customer (Jones and Sasser, 1995). Additionally, making patients feel connected to their treatment plan and engaged in their care by developing a tool to maintain their enthusiasm about their health is important. It is therefore recommended that government hospital care providers and management consider providing online tools that patients can use to self-manage their care.

Social implications

The results regarding patients' satisfaction level suggest several areas for improvement. The first pertains to waiting area entertainment and comfort because patients indicated that there is not enough entertainment or ways to pass the time when waiting for services. In addition to enhancing the entertainment and comfort of waiting areas, government hospital staff should maintain contact with patients who are waiting to ensure that they are aware of the time they will spend. Another area for improvement is the parking lot. During summer, patients prefer to walk less in the sun, which causes them to seek parking closer to the door. Government hospital management should consider different methods for transporting patients closer to the door, such as golf carts or valet services.

Originality/value

This is the first study to investigate the mediating impact of outpatients' satisfaction between its antecedents and loyalty in the UAE. These results provide an improved understanding of the factors influencing patient choices and establish more accurate methods for increasing patient loyalty to retain more patients.

Details

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

Keywords

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Article

Mumin Dayan, Robert Zacca, Zafar Husain, Anthony Di Benedetto and James C. Ryan

This study aims to assess the relationship between entrepreneurial orientation (EO) and development culture and the role of willingness-to-change in this relationship and…

Abstract

Purpose

This study aims to assess the relationship between entrepreneurial orientation (EO) and development culture and the role of willingness-to-change in this relationship and analyzes their effect on new product exploration in small enterprises.

Design/methodology/approach

A model based on structural equations with partial least squares (PLS) analysis is used to test the hypotheses. This model was tested on a sample of 250 respondents from 125 small enterprises, with less than 50 employees, located in all seven emirates of the UAE.

Findings

The results suggest that EO will induce organizational members’ willingness-to-change and will favor the advancement of a development culture in small enterprises; in addition, EO, willingness-to-change and development culture can lead to new product exploration in small enterprises.

Research limitations/implications

The study findings are subject to potential limitations. First, the research design for the quantitative study was cross-sectional and self-reported, which could cause problems of common method and inflation bias. Second, the conceptual model may not be completely representative of the perspective the authors aim to elucidate. Third, as this study is country-specific, further research investigation in other developing economies is recommended to further understand the possible influences of cultural or socioeconomic contexts on the relationships presented in the model.

Practical implications

The article includes several practical implications about the relationships between willingness-to-change and development culture. It sheds light on the controversial link between EO and new product exploration in small enterprises.

Originality/value

The present study expands current knowledge on the EO–new product exploration relationship by investigating some key mediating variables such as willingness-to-change and development culture in an under-researched context such as UAE.

Details

Journal of Business & Industrial Marketing, vol. 31 no. 5
Type: Research Article
ISSN: 0885-8624

Keywords

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Article

Waqar Husain and Fayyaz Ahmed Faize

Awareness of psychological problems is essential to address the problems adequately. It also contributes positively in the overall psychosocial well-being of a society…

Abstract

Purpose

Awareness of psychological problems is essential to address the problems adequately. It also contributes positively in the overall psychosocial well-being of a society. The rates of mental health literacy have been investigated in many countries and have been found to be lower than expected. The purpose of this study was to explore public awareness of psychological problems and psychological treatment in Pakistan.

Design/methodology/approach

The current study explored the latest levels of public awareness of psychological problems in the country by involving 3,500 respondents from five major cities. The sample of the study was sufficiently rich to represent Pakistanis based on gender, age, education, profession and income. Data were gathered from 3,500 respondents through interviews and a self-respondent questionnaire.

Findings

The study revealed that the awareness of psychological problems in Pakistan was 36 per cent. Several significant variations were also found based on different demographic factors. The study also revealed that 42.17 per cent of the respondents were aware of psychotherapy as a possible way of treating psychological problems followed by their awareness of social support (17.29 per cent), medicine (16.74 per cent), supernatural practices (6.29 per cent), religious practices (5.60 per cent) and self-help (3.57 per cent).

Practical implications

As a result of the findings of unsatisfactory levels of public awareness of psychological problems, this paper has implications for mental health practitioners and policymakers to play their active part in improving the situation.

Originality/value

The current study is the first large-scale study in the country.

Details

Mental Health Review Journal, vol. 25 no. 1
Type: Research Article
ISSN: 1361-9322

Keywords

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Article

Shazia Kousar, Abdul Rehman, Mahwish Zafar, Kamran Ali and Nadia Nasir

The purpose of this paper is to discuss positive spillovers of this project, especially for Pakistan because the majority of the literature discusses challenges associated…

Abstract

Purpose

The purpose of this paper is to discuss positive spillovers of this project, especially for Pakistan because the majority of the literature discusses challenges associated with China-Pakistan Economic Corridor (CPEC).

Design/methodology/approach

This study reviews the available literature to assess the role of CPEC in the sustainable economic development of Pakistan.

Findings

This study indicates that CPEC is an ambitious development project because it needs a larger restructuring of the economy of Pakistan and it will be productive with the successful blend of policy changes and participation of the business community in Pakistan. This project primarily creates a huge amount of foreign direct investment for Pakistan, at the same time, it will also create greater trade opportunities to China by giving access to a new market for its trading goods.

Originality/value

This study established that CPEC will improve the economic growth and trade, enhance regional connectivity, overcome energy crises, develop infrastructure and establish people-to-people contacts in both the countries, which will further help to improve the tourism sector.

Details

International Journal of Social Economics, vol. 45 no. 6
Type: Research Article
ISSN: 0306-8293

Keywords

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Article

Javeria Waseem, Rutaba Muneer, Syeda Hoor-Ul-Ain, Rutaba Tariq and Anam Minhas

This study aims to review the psychosocial determinants of divorce and their effects on women for a social reform in Pakistan. Enigmatic societal standards vandalize…

Abstract

Purpose

This study aims to review the psychosocial determinants of divorce and their effects on women for a social reform in Pakistan. Enigmatic societal standards vandalize social status of divorced women and stress them to experience psychological trauma that triggers psychosocial disorders.

Design/methodology/approach

The study is categorized into three major determinants: the human emotional, the formal legal and societal aspect(s) in association with the deferential social status of divorced women. Rapid evidence assessment methodology was used to search the all-inclusive literature, collate the available descriptive evidences, critically analyze and evaluate it, sieve out studies of penurious quality and provide an aperçu of the evidence.

Findings

The research evinces domestic violence and abuse as an endemic cause of divorce in Pakistan; emotional and psychological consequences of domestic abuse damage women’s self-worth and well-being. Literature reported that all these determinants impacted the mental health stability of the divorced women. Divorce rates are climbing at a faster pace in the country and Punjab has been identified as a province of rocketing divorce rate. Lamentably, in various villages of other provinces, women risk face mutilation if they show courage to seek divorce.

Practical implications

More research needs to be carried out on the issue nationwide. Fundamentally, cultural norms around women’s roles in society need to be addressed and challenged where this research may become an impetus for further research.

Originality/value

The paper contributes towards the redressal of the domestic abuse, social exclusion, marginalization and vilification of divorced women in Pakistan. The rising rates indicate an urgent need for social reforms to curtail offending behaviors toward them, to safeguard their mental health and well-being and to empower them with their legal rights to enjoy deferential social status in life.

Details

International Journal of Human Rights in Healthcare, vol. 13 no. 4
Type: Research Article
ISSN: 2056-4902

Keywords

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Article

Abderrahman Hassi

The purpose of this paper is to draw a portrait of training and development ideals and practices from the Islamic point of view.

Abstract

Purpose

The purpose of this paper is to draw a portrait of training and development ideals and practices from the Islamic point of view.

Design/methodology/approach

This is a conceptual paper. The paper reviews the relevant literature on training and development from an Islamic perspective portraying the interface between ideals and practices of training and development in Islam in order to bridge a gap in the extant literature.

Findings

The literature that deals with training and development in Islam seems to belong to two major categories: essays espousing a broad perspective and including catch‐all concepts or other generic Islamic principles; and studies addressing human resource management in Islam that mainly examine training and development from a narrow perspective. The findings of this limited body of literature are far from being consistent as they seem contradictory in nature. Simultaneously, in the area of training and professional development, Islam emphasizes practical wisdom and translating theoretical insights into behaviors and practices rather than solely relying on theoretical principles.

Research limitations/implications

The literature review is not detailed due to the dearth of information on training and development from an Islamic perspective.

Practical implications

Training and learning methods from the Islamic tradition can provide constructive contribution to workplace practices as well as benefit organizations that anticipate offering efficient and effective custom‐designed training methods to best meet the training needs of their Muslim employees.

Originality/value

The present contribution is a unique synthesis of the literature related to the application of Islamic principles in training and professional development.

Details

Journal of Management Development, vol. 31 no. 10
Type: Research Article
ISSN: 0262-1711

Keywords

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Abstract

Subject area

Marketing.

Study level/applicability

The case can be used in final year undergraduate and graduate level marketing courses in Services Marketing, Marketing Management and Brand Management.

Case overview

Meg Lyons, the Vice President of AIESEC Pakistan's Talent Management and Local Committee Development, has relaunched the Experience Pakistan – a brand designed to develop a positive identity for Pakistan in the AIESEC world in order to have positive growth in the absolute exchange numbers for AIESEC Pakistan. AIESEC's philosophy is to nurture youth and develop them as leaders; all leadership positions in AIESEC are therefore held by individuals for only a year. This being the biggest and an unavoidable problem, Meg has to come up with a way of further developing and strengthening the Experience Pakistan brand.

Expected learning outcomes

The case requires the students to suggest a viable action plan for positioning Experience Pakistan and devising the implementation strategy.

Supplementary materials

Teaching notes are available for educators only. Please contact your library to gain login details or email support@emeraldinsight.com to request teaching notes.

Details

Emerald Emerging Markets Case Studies, vol. 4 no. 1
Type: Case Study
ISSN: 2045-0621

Keywords

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Article

Supa Pengpid and Karl Peltzer

Common mental disorders are not only highly prevalent in primary health-care settings but also negatively affect patients’ quality of life (QoL). This study aims to assess…

Abstract

Purpose

Common mental disorders are not only highly prevalent in primary health-care settings but also negatively affect patients’ quality of life (QoL). This study aims to assess the levels of QoL among patients with common mental disorders seeking care from a monk healer or primary care setting and to determine the comparative QoL of users in two different types of care settings in Thailand.

Design/methodology/approach

Consecutively attending clients or patients (N = 1251) of three faith healing or three health centres were assessed with measures of depression, anxiety and somatization disorder and QoL.

Findings

The overall QoL was 67.8 and among the four QoL domains, social QoL was the highest (72.3), followed by physical QoL (69.4), environmental QoL (64.8) and psychological QoL (64.6). In adjusted linear regression analyses, sociodemographic factors, such as higher educational level, being employed, having high debt and consulting a health centre, were associated with higher overall QoL. Compared to being a client with a monk healer, patients at a health centre had a higher overall QoL, environmental and psychological QoL. Having a general anxiety or major depressive disorder was negatively associated with overall QoL and all four QoL sub-domains, whereas somatization disorder was not associated with any QoL sub-domains.

Originality/value

To the best of the authors’ knowledge, this is the first study to investigate QoL in common mental disorder attenders with a monk healer in comparison with primary care patients. Primary care patients with a common mental disorder had significantly higher overall QoL (p<0.01), higher psychological QoL (p<0.001) and higher environmental QoL (p<0.001) than clients with a common mental disorder attending monk healers. This study extends previous research showing a negative association between anxiety and depressive disorders and QoL calling for integration of QoL in the management of common mental disorders in both complementary and public primary care in Thailand.

Details

Journal of Public Mental Health, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 1746-5729

Keywords

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Article

Sabir Zaman, Shahid Irfan, Basharat Hussain, Muhammad Tahir Nawaz and Shazia Khalid

There is increased social discussion of the emerging issues of opioid use, health and well-being of young adults within contemporary Asian society. The purpose of this…

Abstract

Purpose

There is increased social discussion of the emerging issues of opioid use, health and well-being of young adults within contemporary Asian society. The purpose of this study is to contribute new knowledge of opioid-using young adults through ethnographic perspectives of the five main cultures of Pakistan. Furthermore, it tried to explore the values of opioid users.

Design/methodology/approach

It is a qualitative study. Semi-structured interview and observation techniques were used to gain the participants’ information, in a non-judgmental environment. Observation and life focus history interview methodology were used for data collection. The sample consisted of 18 male opioid users (approximately three from each area including: Punjab, Khyber Pakhtoon Khah, Balochistan, Sindh, Gilgit Baltistan and Azad Jammu and Kashmir). An interview script was used in interviews after written informed consent. After the detailed interview and observation of non-verbal behaviours, the researchers analysed the data by using the content analysis of qualitative method.

Findings

The result showed that poor relationships, conflicts over property, lack of social support and family problems increased with the use of opioids by individuals. The individual’s mental health, such as hopelessness, curiosity, mistrust and lack of interest in social activities, was the major cause of opioid addiction. Moreover, peer influences and friends may also have played contributing roles in opioids use among men.

Research limitations/implications

The current study added to the understanding of the relationship of different environmental, behavioural and social factors involved in developing opioid use among young individuals. The homogeneity of the sample may have weakened the generalisability of the findings of the study as all participants in the study were male.

Practical implications

Clinicians and allied professionals have shown a great interest in early intervention with opioid users. At the same time, there is a lack of qualitative studies exploring the lived experiences of young opioid users. That is why this study was done, to empower counsellors.

Social implications

Opioids, including heroin, have strong addictive tendencies. They are easily available, particularly in unplanned urban areas of Pakistan. The present study tried to understand the lived experiences and beliefs of opioid users belonging to different cultures of Pakistan.

Originality/value

At the same time, there is a lack of qualitative studies exploring the lived experiences of adult opioid users. Therefore, this study presented 18 interview-based facts from the opioid users belonging to different areas of Pakistan residing in capital of Pakistan. The content of these vignettes was examined in the context of an ethnographic perspective, as it has a strong connection and contribution to drug abuse.

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Article

Kanokkarn Snae Namahoot and Tipparat Laohavichien

The purpose of this paper is to examine the relationships among five dimensions of service quality towards the overall behavioural intentions to use internet banking in…

Abstract

Purpose

The purpose of this paper is to examine the relationships among five dimensions of service quality towards the overall behavioural intentions to use internet banking in Thailand and explain the indirect effects between service quality and behavioural intentions to use internet banking using perceived risk and trust as the mediating variables.

Design/methodology/approach

A multi-stage sampling procedure was performed to select the 505 respondents for this study. The participants were selected based on their experiences using internet banking in Thailand. The data obtained from the participants was analysed using a structural equation modelling approach.

Findings

The results show that service quality, perceived risk and trust influence behavioural intentions to use internet banking. This study primarily aims to find out whether perceived risk and trust worked as a mediator variable between service quality and behavioural intentions to use internet banking. The study will be useful for the developers of internet banking, when they are implementing and developing a system that is in accordance with the needs and lifestyles of the potential users; and CEOs, to create strategies and relevant policies to achieve competitive advantage.

Originality/value

Literature has focused on understanding service quality dimensions that influence the behavioural intentions to use internet banking. By expanding on the previous research in internet banking, this paper empirically examines the overall direct and indirect influences between service quality, perceived risk, trust and behavioural intentions.

Details

International Journal of Bank Marketing, vol. 36 no. 2
Type: Research Article
ISSN: 0265-2323

Keywords

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