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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 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 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 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.

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 study is aimed to identify the determinants of online buying behavior and their associations with the consequences of online buying behavior. The study adopted an e-loyalty framework and investigated causal links among functionality, usability, trust, commitment and loyalty. In addition, the study also attempted to investigate the mediating role of trust and commitment between online buying determinants and online purchasing outcomes. The demographic variables of age, gender and income are used as control variables.

An online questionnaire survey was conducted on Internet users by adopting purposive sampling technique. Confirmatory factor analysis (CFA) was employed for measurement development, SEM was used for testing causal links, and percentile bootstrap with 95% confidence interval was used for mediation analysis.

Significant positive relationships were found among functionality, usability, trust, commitment and loyalty. Trust was found to fully mediate the effect of functionality and usability on loyalty. It was also found that commitment fully mediates the effect of functionality on loyalty.

However, caution is advised while generalizing results of this study. The study was conducted on online retailing only. The authors recommend future studies to extend the research in other e-commerce sectors and also to perform a comparative study between online and offline retailing.

This study provides some practical implications to website developers in designing a web page that caters the functionality and usability aspects in understanding e-loyalty formation process so that appropriate marketing strategies and tactics can be established to accommodate customized loyalty of each customer.

The study demonstrates the customer loyalty formation process in online retailing. Scanty literature has witnessed mediating role of trust and commitment in the relationships among functionality, usability and loyalty along with age, gender and monthly family income as controls in Indian sub-continent.

The purpose of this paper is to report the findings of a study undertaken to understand Information and Communication Technology (ICT) facilitation and performance of business research process in Higher Education Institutions (HEIs). The study has investigated the influence of ICT-aided infrastructure facilitation on the effectiveness of business research in HEIs. Scale development for the various dimensions of ICT facilitation and business research process performance has also been established.

Structural equation modeling has been used for data analysis across a sample of 164 respondents, which have been randomly selected from the population of business researchers pursuing their research in the HEIs in northern India. Questionnaire has been used for survey and data collection.

The findings of the study reveal that implementation of ICT initiatives have significantly enhanced the efficiency and quality of business research in higher education. Further, the study has found that ICT facilitation is multidimensional, consisting of three sub-constructs (infrastructure availability, human resource capacity and e-resource financing) and business research process performance consisting of four sub-constructs (facilitator, accessibility, ethical dimensions and data processes). It has been found that all the sub-constructs are related to their respective constructs.

The study uses a small sample as the number of business researchers was less in the northern region of India. For more generalization and authentication, larger sample size should be used. Further, the study developed a scale and tested it in the northern region of India. Therefore, it becomes important to examine whether the same scale can be applied to other sector/regions and countries.

The study has added to the understanding of the relationship between variables, namely, ICT facilitation and business research process performance. It also identifies the ICT factors and business research performance factors, and empirically tests their dimensionality. The study emphasizes that higher learning institutes should be more knowledge and result-driven with immediate practical implications for business development and revenue generation.

The purpose of this paper is to develop a comprehensive integrated model which helps in explaining the impact of Customer Relationship Management (CRM) dimensions (complaint resolution, customer knowledge, customer empowerment and customer orientation) on customer loyalty and competitive advantage of a bank. The study also explores the mediating role of customer loyalty in the relationship between CRM and competitive advantage in retail banking.

The research is based on a theoretical model which consists of four CRM dimensions and two exogenous variables. These have been used for establishing the hypotheses to analyze relationships between the variables constituting the CRM model. The data have been collected from 278 customers of a private bank. The data were analyzed using structural equation modeling (SEM). The scale was developed and purified through factor analysis (exploratory and confirmatory factor analysis). SEM was then used to examine the causal relationships and “model fit” of the proposed model.

The results provide evidence that the four CRM dimensions have a positive effect on customer loyalty and competitive advantage of the bank. Among the CRM dimensions, customer knowledge is most influential of all the dimensions. Furthermore, customer loyalty acts as the mediator in the CRM model between CRM and competitive advantage.

Since, the study involved a single bank and therefore the results should be generalized cautiously. Only four CRM variables were included in the study; additional variables can be introduced in further studies involving different contexts.

The study highlights and supports the need for mangers to devote additional resources toward developing a better CRM system. Therefore, mangers need to think beyond the technological aspects and should focus on these four dimensions, especially customer knowledge, to enhance the loyalty and competitiveness.

The paper investigated hitherto unexplored relationships between customer-centric CRM dimensions instrumental in providing competitive advantage to a bank through mediational analysis. Thus, it contributes to the information on the implementation of CRM practices valuable for banking sector.

The study aims to showcase the developmental perspective of “grey literature” and its importance to different sectors of the society. Furthermore, issues, challenges and possibilities concerned with the existence of “grey literature” have also been discoursed.

The study is based on the existing literature published in the field of “grey literature” which was identified with the aid of three leading indexing and abstracting services, Web of Science, SciVerse Scopus, and Google Scholar. Keywords like grey literature, black literature, The Grey Journal, The International Journal on Grey Literature, International Conference on Grey Literature, non-conventional literature, semi-published literature, System for Information on Grey Literature in Europe (SIGLE), European Association for the Exploitation of Grey Literature (EAGLE), white literature, white papers, theses and dissertations, GreyNet, grey literature-electronic media, Grey market, open access, OpenNet, open access repositories, institutional repositories, open archives, electronic theses and dissertations, institutional libraries, scholarly communication, access to knowledge, metadata standards for grey literature, metadata heterogeneity, disciplinary grey literature, etc. were searched in the select databases. Simple as well as advanced search feature of the databases were made use of. Moreover, for more recent and updated information on the topic, the “citing articles” feature of the databases was also used. The “citing articles” were consulted on the basis of their relevance with the subject content.

The study helps to understand the definitive framework and developmental perspective of “grey literature”. “Grey Literature” has emerged as a promising content for enhancing the visibility of the ideas that were earlier unexplored and least made use of “Grey literature” has also overcome the problems and issues with its existence and adoption. Technology has played a catalytic role in eradicating the issues and problems pertinent to the “grey literature” to a greater extent.

The study is based on the published literature that is indexed by only three databases, i.e. Web of Science, SciVerse Scopus and Google Scholar. Furthermore, some limited aspects of “grey literature” have been covered.

The study will be of great help to various stakeholders and policymakers to showcase the value and importance of “grey literature” for better access and exploitation. It will also be of importance to those interested to know how the literature tagged as grey changed with the passing time and how it through its unseen characteristics has evolved as an important source of information at par with the “white literature”.

The study tries to provide a demarcated and segregated outlook of the “grey literature”. It also focuses on various issues, problems and possibilities pertinent to the adoption and existence of “grey literature”.