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Book part
Publication date: 17 September 2014

Aymen Sajjad and Gabriel Eweje

The purpose of this chapter is to provide a practical review of topical developments in corporate social responsibility (CSR) perspective within Pakistani business environment.

Abstract

Purpose

The purpose of this chapter is to provide a practical review of topical developments in corporate social responsibility (CSR) perspective within Pakistani business environment.

Methodology/approach

To investigate the concept of CSR in Pakistan, this chapter primarily draws on secondary sources including extant literature on CSR, government reports, publications of international agencies, industry reports, companies’ CSR/sustainability reports, and newspaper articles.

Findings

The findings of this research reveal that the concept of CSR is relatively underdeveloped in Pakistan. There is a general perception among business practitioners in Pakistan that CSR relates to altruism or philanthropic activities. However, only few large local companies and multinational enterprises hold a well-defined CSR policy. Small and medium enterprises limit their CSR engagement to comply with codes of conduct set by foreign buyers.

Research limitations/assumptions

The discussion in this chapter is based on the secondary data, therefore the empirical research is needed to validate the findings of this study. Further, this chapter presents a generic reflection about how CSR is practiced and perceived in Pakistani business environment. Thus, industry-specific research would illustrate a much clearer picture on how different sectors in Pakistan are promoting CSR principles.

Practical implications

The findings of this research would help businesses and policy makers to recognize the current state of CSR progress and potential CSR challenges in Pakistan. These findings may assist the government, private sector, and civil society to devise future CSR agenda in Pakistan.

Originality/value

The authors contend that this is one of the few studies in Pakistani context which attempts to provide a comprehensive overview of CSR-related developments in Pakistan.

Details

Corporate Social Responsibility and Sustainability: Emerging Trends in Developing Economies
Type: Book
ISBN: 978-1-78441-152-7

Keywords

Available. Open Access. Open Access
Article
Publication date: 16 January 2023

Mushtaq Ahmad Darzi, Sheikh Basharul Islam, Syed Owais Khursheed and Suhail Ahmad Bhat

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…

14127

Abstract

Purpose

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.

Design/methodology/approach

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.

Findings

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.

Originality/value

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.

Details

LBS Journal of Management & Research, vol. 21 no. 1
Type: Research Article
ISSN: 0972-8031

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Article
Publication date: 4 April 2022

Tahniyath Fatima and Said Elbanna

Although corporate social responsibility (CSR) literature has been under research since its advent in the 1950s, scholars have only recently begun to examine the overly neglected…

497

Abstract

Purpose

Although corporate social responsibility (CSR) literature has been under research since its advent in the 1950s, scholars have only recently begun to examine the overly neglected Arab region along with other developing countries. As this region harbors more scholarly interest through its rising global impact and engagement in CSR, the authors seek to learn from the extant CSR literature in the West.

Design/methodology/approach

The authors conduct a tertiary review of 97 CSR review studies and propose five broad future research topics that scholars can examine and learn from, in their examination of CSR in general and particularly in the Arab region.

Findings

The knowledge gaps proposed for future scholarly research include (1) surveying CSR measurement tools, (2) conducting multi-level studies on CSR, (3) studying the interaction effects in CSR-performance relationship, (4) exploring CSR in service industries and (5) examining the implementation of CSR.

Originality/value

In reviewing the general CSR review literature, the authors provide a tertiary review on CSR that is one of the first of its kind for the topic under study. Further, the proposed future research agenda is a step forward towards advancing the less-examined CSR research in the Arab region.

Details

Management & Sustainability: An Arab Review, vol. 1 no. 1
Type: Research Article
ISSN: 2752-9819

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Article
Publication date: 13 April 2010

Fatima Malik, Linda McKie, Rona Beattie and Gillian Hogg

The purpose of this paper is to outline the development of a toolkit designed to assist UK small to medium enterprise businesses (SMEs) manage work‐life balance (WLB) policies and…

4371

Abstract

Purpose

The purpose of this paper is to outline the development of a toolkit designed to assist UK small to medium enterprise businesses (SMEs) manage work‐life balance (WLB) policies and practice issues, across the life stages.

Design/methodology/approach

A multi‐method approach was adopted combining a literature review, limited empirical study and piloting of the toolkit.

Findings

Life stages pose complex work‐life challenges for employees and resource and workforce management issues for employers. Demographics, employment cultures and socio‐economic and labour market trends impact on the physical and psychological wellbeing of employees. In striving to fulfil multiple work‐life roles, workers constantly face challenges in terms of (un)paid work/non‐work commitments, caring responsibilities and changing family structures resulting in work/family tensions. This leads to workforce planning, recruitment and retention costs for businesses. Employers face challenges in working with the growing number of WLB policies and in monitoring and evaluating policies, practices and procedures. SMEs require support to adopt a comprehensive WLB approach, whilst meeting operational requirements within resource capabilities and ensuring business sustainability.

Practical implications

The toolkit is a source of WLB guidance for practitioners and those with an HR role in SMEs. The paper encourages reflection on research from business and social science research to better inform human resource (HR) practice.

Originality/value

The paper identifies the critical need for “WLB across the life‐stages” policy and practice guidance for UK SMEs.

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Article
Publication date: 12 November 2019

Ahmad Raza Bilal, Tehreem Fatima and Muhammad Kashif Imran

The purpose of this paper is to explore how the exclusionary work environment characterized by ostracism impacts full-time faculty experiences and responses in higher educational…

398

Abstract

Purpose

The purpose of this paper is to explore how the exclusionary work environment characterized by ostracism impacts full-time faculty experiences and responses in higher educational institutions working in eastern and collectivist culture of Pakistan.

Design/methodology/approach

Using a qualitative phenomenological approach, the data were gathered form 25 ostracized full-time faculty working in the public and private universities in Lahore, Pakistan via in-depth semi-structured interviews. The interviews are subsequently recorded, transcribed and analyzed by thematic analysis using NVivo 11 Plus software.

Findings

Prosocial work outcomes coupled with high intensity of negative psychological impacts were traced based on the re-inclusion expectations, long-term relational contract, the socially interdependent, collaborative and collectivist culture of academic settings. However, the faculty indicated, in case of chronic exposure to ostracism they will engage in negative outcomes such as withdrawal, decrease in performance and resignation.

Research limitations/implications

The results of this study can be used by the university administration to develop an inclusive and non-discriminatory culture. This can be done by devising policies for information sharing, better formal and informal relationships in full-time teaching faculty along with grievance mechanism to minimize the occurrence of workplace ostracism.

Originality/value

The study promotes the understating of exclusionary work environments in academic settings. It has shown that the full-time faculty from all levels, specifically lecturers, experience workplace ostracism. This study has highlighted the specific contextual factors and temporal trends that shape the unique nature and responses (i.e. more social exclusion, prosocial responses and higher psychological distress) to ostracism in scantly researched academic settings in Pakistan.

Details

Journal of Applied Research in Higher Education, vol. 12 no. 5
Type: Research Article
ISSN: 2050-7003

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Article
Publication date: 3 February 2023

Tasneem Fatima and Mehwish Majeed

This study aims to investigate the indirect relationship between exploitative leadership (EL) and psychological distress through emotional complexity. This study also predicted…

844

Abstract

Purpose

This study aims to investigate the indirect relationship between exploitative leadership (EL) and psychological distress through emotional complexity. This study also predicted that belief in organizational conspiracy theories moderates the association between EL and emotional complexity. Furthermore, forgiveness climate acts as a boundary condition between emotional complexity and psychological distress.

Design/methodology/approach

The respondents of this time-lagged study (N = 325) were working in five-star and four-star hotels in three cities located in Pakistan, namely, Rawalpindi, Islamabad and Lahore. Data were collected through the questionnaire.

Findings

Results revealed that exploitative leaders cause emotional complexity among hotel employees, enhancing their psychological distress. The study further showed that hotel employees who believe in organizational conspiracy theories are more likely to experience emotional complexity under an exploitative leader. Additionally, the perceived forgiveness climate moderates the relationship between emotional complexity and psychological distress.

Practical implications

Hotel managers should avoid hiring those candidates for leadership positions who have a tendency to engage in exploitative behavior. Managers should maintain regular communication with hotel workers to minimize beliefs in organizational conspiracy theories. Managers should also develop a forgiveness climate to minimize psychological distress among hotel employees.

Originality/value

It is one of the few studies investigating the negative consequences of EL, particularly in the hospitality industry. This study has also identified the underlying causes of psychological distress among hotel workers.

Details

International Journal of Contemporary Hospitality Management, vol. 35 no. 7
Type: Research Article
ISSN: 0959-6119

Keywords

Available. Open Access. Open Access
Article
Publication date: 9 January 2024

Rania Ahmed Aly El Garem, Amira Fouad and Hassan Mohamed

This paper explores the effect of perceived service quality, trust, perceived value and perceived cost on patient satisfaction and loyalty as well as exploring the moderating…

1903

Abstract

Purpose

This paper explores the effect of perceived service quality, trust, perceived value and perceived cost on patient satisfaction and loyalty as well as exploring the moderating role of the sociodemographic factors.

Design/methodology/approach

The data were gathered from 462 patients via a structured questionnaire, while structural equation modeling was utilized for the analysis.

Findings

Results indicated that trust, perceived value and patient satisfaction have important roles in shaping the patient loyalty, while patient satisfaction was found to fully mediate the patient’s perceived service quality. Loyalty relationship was also found to partially mediate the trust–loyalty relationship. Nonetheless, the patient’s satisfaction–loyalty relationship was found to be only moderated by the age factor.

Practical implications

Implications are provided to the Egyptian private hospitals in order for them to formulate improvement plans as well as set higher standards of conduct.

Originality/value

This original research is the first one, up to the researcher knowledge, that explores the drivers of patient satisfaction in the private hospitals in Egypt.

Details

Journal of Humanities and Applied Social Sciences, vol. 6 no. 2
Type: Research Article
ISSN: 2632-279X

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Article
Publication date: 20 June 2022

Tehreem Fatima, Ahmad Raza Bilal, Muhammad Kashif Imran and Arslan Ayub

Coworker relationships are important in every organization and especially in higher educational institutions (HEIs); however, ostracism is one of the factors that deteriorate…

501

Abstract

Purpose

Coworker relationships are important in every organization and especially in higher educational institutions (HEIs); however, ostracism is one of the factors that deteriorate these relationships. This study aims to analyse the impact of coworker ostracism on coworker directed knowledge hiding through the mediating role of relational identification and the moderating role of perceived harming intention.

Design/methodology/approach

A total of 241 teaching faculty members working in HEIs of Lahore were surveyed. By using the bootstrapping technique, mediation and moderated mediation analysis was conducted via PROCESS models 4 and 7.

Findings

The results concluded that perceived harming intention moderates the indirect relationship between coworker ostracism and coworker-directed knowledge hiding through relational identification with coworkers. Such that when more harmful intention is perceived the impact of coworker ostracism on coworker-directed knowledge hiding through reduced relational identification would be stronger.

Practical implications

This study offers managerial implications for HEIs management and faculty for reducing coworker ostracism, improving relational identification and training about attribution techniques to minimize the impact of ostracism on knowledge hiding.

Originality/value

This study has complimented and augmented the research strand of ostracism and knowledge hiding research from emphasizing lateral workplace relationships. Intertwining the Conservation of Resources Theory with Attribution theory a novel insight into the above-stated association is illuminated through the mediating role of relational capital and moderating role of perceived harming intention.

Details

International Journal of Educational Management, vol. 36 no. 6
Type: Research Article
ISSN: 0951-354X

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Article
Publication date: 2 June 2021

Tehreem Fatima, Ahmad Raza Bilal, Muhammad Kashif Imran and Ambreen Sarwar

Ostracism is a subjective and relative concept that renders itself to multiple manifestations and context-specific outcomes. Therefore, this study identified specific behaviours…

832

Abstract

Purpose

Ostracism is a subjective and relative concept that renders itself to multiple manifestations and context-specific outcomes. Therefore, this study identified specific behaviours that are perceived as workplace ostracism by teaching faculty of Pakistani Higher Educational Institutions (HEIs). Building on belongingness theory, the ramifications of ostracism on psychological well-being are outlined along with the context-specific factors that shape these outcomes.

Design/methodology/approach

A phenomenological approach was adopted, and 30 semi-structured interviews from the teaching faculty of HEIs in Lahore, Pakistan, were conducted. The transcribed interviews were coded, and an inductive thematic analysis via NVivo 12 Plus software was used to generate themes and sub-themes.

Findings

Five behaviours, i.e. biased treatment, exclusion from formal and informal interactions, interpersonal alienation, delayed sharing or hiding of knowledge, lack of work-related, social and emotional support constituted the acts of ostracism in studied HEIs. The psychological well-being of faculty suffered in terms of negative emotions, reduced job, career and life satisfaction in their work and family life. The contextual factors deciding the intensity of outcomes resulting from workplace encompassed head of department (HOD) support, pay, friendly relations, fear of confrontation, alternative job options and designation of faculty members.

Originality/value

This research is a pioneer in using an in-depth phenomenological approach to define a behavioural typology of ostracism in academia. Moreover, a much needed holistic outcome of psychological well-being is explored in work and non-work domains and further elucidated in light of context-specific factors.

Details

South Asian Journal of Business Studies, vol. 12 no. 1
Type: Research Article
ISSN: 2398-628X

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Article
Publication date: 4 May 2022

Ali Al Owad, Mazharul Islam, Premaratne Samaranayake and Azharul Karim

The purpose of this study is to establish empirical relationships between patient flow problems, healthcare service quality and patient satisfaction with emergency department (ED…

1162

Abstract

Purpose

The purpose of this study is to establish empirical relationships between patient flow problems, healthcare service quality and patient satisfaction with emergency department (ED) service factors from the patient perspective.

Design/methodology/approach

In the overall study, of which the current investigation is a part, a mixed-method research approach was to achieve the research objectives. The results reported in this paper are based on a comprehensive questionnaire survey where a well-designed and reliable questionnaire was used to survey ED patients. This study conducted partial least squares structural equation modelling (PLS-SEM) by using Smart PLS software.

Findings

Results show that the respondents mostly agreed with the proposed concept of quality in ED and patients were less satisfied with ED services in general and with the internal and external environments in ED in particular. It was found that relationships between nine identified scales of patient flow problems, healthcare service quality, and patient satisfaction are significant. The findings reveal that the relationship between patient flow problems and patient satisfaction is positively mediated through healthcare service quality, which shows the predictive capability of the model, indicating high predictive relevance.

Research limitations/implications

This research involves a relatively small sample from a single case study. The positive relationship between patient flow problems and patient satisfaction indicate practical significance of the model for guiding to improve overall patient satisfaction.

Originality/value

This research, through the involvement of both hospital staff and the patient, brings out a holistic approach in terms of operational excellence in a critical unit such as the ED. The empirically established relationships form the benchmarking and guide for developing guidelines for designing policies for service improvements of ED practices.

Details

Business Process Management Journal, vol. 28 no. 3
Type: Research Article
ISSN: 1463-7154

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