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Purpose: This chapter aims to investigate how hotel performance is affected by corporate social responsibility (CSR) initiatives.

Design/methodology/approach: This study used a mixed approach utilizing both primary and secondary sources. Secondary research involved gathering pertinent data from various sources such as websites, books, and publications. Additionally, a structured questionnaire was administered to the guests of deluxe category hotels to gauge their perceptions regarding the influence of CSR practices on hotel performance.

Findings: It is found that implementing the CSR practices contributes to fostering guests’ loyalty and willingness, thereby indirectly enhancing hotel performance positively.

Research limitations/implications: The research sample was limited to New Delhi due to the abundance of five-star hotels in the area. While a larger sample size would have provided more relevant results, the selection process was not pre-determined for each hotel. Surveys were conducted based on the willingness of guests to participate, resulting in data collection from hotels visited randomly.

Originality/value: This chapter aims to enlighten hotels about the advantages of integrating CSR practices into their long-term policies.

This paper aims to provide a conceptual framework containing SERVQUAL original dimensions and add two additional dimensions: patient satisfaction and loyalty in the hospital SQ model that demonstrates the relationship between hospital service quality, patient satisfaction and loyalty from patients’ perspective.

This research conducted a thorough literature review using specific keywords and electronic databases, adhering to Preferred Reporting Items for Systematic Reviews and Meta-Analyses (PRISMA) guidelines. Through analysis, the key dimensions of service quality in Indian hospitals were identified, with the addition of patient satisfaction and loyalty as variables. Of 1,000 initially downloaded papers, 497 were included.

While many researchers rely on the SERVQUAL model, some introduce new or modified dimensions, often renaming existing ones. This study identifies the RATER factors as the main dimensions patients use to evaluate hospital services. This study finds a positive relationship between service quality, patient satisfaction and loyalty.

An understanding of how health-care service quality dimensions, directly and indirectly, affect patient satisfaction and loyalty is important for hospital marketing managers. This study helps them take action to improve patient satisfaction, which encourages patients to be loyal.

This research provides a comprehensive framework for measuring health-care service quality, combining SERVQUAL dimensions and new variables. This study offers useful insights for academics and health-care professionals, promoting more accurate measurement and enhancement of service quality. The use of PRISMA in this context is also innovative, as it is less common in administrative health-care research.

This study aims to investigate the relationship between trust in leader, organizational commitment (OC) and different dimensions of employee silence, namely, acquiescent silence (AS), quiescent silence (QS), prosocial silence (PSS) and opportunistic silence (OPS). Furthermore, this study examines the mediating role of OC in the relationship between trust in leader and the dimensions of employee silence. Moreover, this study also explores the moderating role of ethical leadership (EL) in the relationship between trust in leader and the dimensions of employee silence.

Based on an employee sample (n = 265) from the private banks in Southern India, a descriptive, nonexperimental analysis was conducted to study the relationship between trust in leader, OC and employee silence dimensions. A quantitative approach was adopted to the survey by distributing questionnaires to private-sector bank employees. A well-established measurement scale was used to collect data and the study results were analyzed using structural equation modellng to investigate the nature of the relationship considered in the study.

The results indicate that OC significantly influences various dimensions of employee silence, such as, QS and opportunistic and PSS behavior. However, the relationship between trust in a leader and all four dimensions of employee silence has produced insignificant results. Interestingly, the results indicate that OC mediates the relationship between trust in the leader and all the dimensions of employee silence (acquiescent, quiescent, prosocial and OPS). Moreover, EL significantly and negatively moderates the relationship between trust in a leader and AS. Also, EL significantly and negatively moderates the relationship between trust in a leader and OPS. The findings imply that when EL is high, trust in the leader helps reduce the employees’ AS and OPS behavior.

The results of this study have some important practical implications. First, it is understood from this study that the organization can address the issue of employee silent behavior when they focus on trust in the leader and the employees’ commitment. Second, as EL significantly moderates the relationship between trust in the leader and employee silence, organizations must groom immediate supervisors’ EL qualities to enhance the relationship of trust in the leader with employees’ acquiescence and OPS.

By building trust in leaders and prioritizing ethical practices, the organizations can create a positive work environment that benefits all stakeholders and society. The findings of this research can be effectively leveraged to promote good governance and enhance public confidence in the banking sector. Ultimately, establishing trust in leadership boosts banks’ visibility and allows them to engage with wider audiences through online platforms, promoting their services effectively.

The originality of this study lies in its exploration of the critical role of trust in leader and OC shaping various dimensions of employee silence within the context of private banks. This study contributes to a better understanding of the relationship between trust in a leader and OC and its consequences. This study provides valuable implications for the private banking sector in predicting the motives behind employee silence and finding ways to mitigate this silent behavior. Also, the study has encapsulated the moderating role of EL in the relation between trust in leader and employee silence.