Teddy Chandra, Layla Hafni, Stefani Chandra, Astri Ayu Purwati and Jennifer Chandra
The purpose of this paper is to determine the influence of service quality and university image on student satisfaction and student loyalty.
Abstract
Purpose
The purpose of this paper is to determine the influence of service quality and university image on student satisfaction and student loyalty.
Design/methodology/approach
This study employed a set of survey instrument adapted from previous studies. The construct of the service quality consisted of 12 indicators, one of which was originally designed by the researcher, and the rest were adapted from other researchers. For the construct of university image, there were five indicators, while the rest were designed by the researcher. There were six indicators of construct student satisfaction, while the other three were designed by the researcher. Lastly, the construct student loyalty consisted of five indicators, three of which were originally designed by the researcher. All of those constructs used seven-point Likert scale scoring, which ranged from 1= strongly disagree to 7= strongly agree.
Findings
The findings of this study are as follows: the result of the data analysis has confirmed the existence of a positive and significant influence of service quality on student satisfaction, there is a positive and significant influence of student satisfaction on student loyalty, there is no positive or significant influence of service quality on student loyalty, and university image has a positive and significant influence on both student satisfaction and student loyalty.
Originality/value
The originality of this study has been confirmed, considering the fact that only few studies on service quality in education field were conducted. In this study, researchers were interested in developing the service quality based on five dimensions. This model have been applied by a number of researchers. Unfortunately, some other researchers showed their disagreements upon the use of only these five dimensions in the research in the field of education, and they suggested that more appropriate dimensions should be applied.
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Julie Bull, Karen Beazley, Jennifer Shea, Colleen MacQuarrie, Amy Hudson, Kelly Shaw, Fern Brunger, Chandra Kavanagh and Brenda Gagne
For many Indigenous nations globally, ethics is a conversation. The purpose of this paper is to share and mobilize knowledge to build relationships and capacities regarding the…
Abstract
Purpose
For many Indigenous nations globally, ethics is a conversation. The purpose of this paper is to share and mobilize knowledge to build relationships and capacities regarding the ethics review and approval of research with Indigenous peoples throughout Atlantic Canada. The authors share key principles that emerged for shifting practices that recognize Indigenous rights holders through ethical research review practice.
Design/methodology/approach
The NunatuKavut Inuit hosted and led a two-day gathering on March 2019 in Happy Valley-Goose Bay, Newfoundland and Labrador, to promote a regional dialogue on Indigenous Research Governance. It brought together Indigenous Nations within the Atlantic Region and invited guests from institutional ethics review boards and researchers in the region to address the principles-to-policy-to-practice gap as it relates to the research ethics review process. Called “Naalak”, an Inuktitut word that means “to listen and to pay close attention”, the gathering created a dynamic moment of respect and understanding of how to work better together and support one another in research with Indigenous peoples on Indigenous lands.
Findings
Through this process of dialogue and reflection, emergent principles and practices for “good” research ethics were collectively identified. Open dialogue between institutional ethics boards and Indigenous research review committees acknowledged past and current research practices from Indigenous peoples’ perspectives; supported and encouraged community-led research; articulated and exemplified Indigenous ownership and control of data; promoted and practiced ethical and responsible research with Indigenous peoples; and supported and emphasized rights based approaches within the current research regulatory system. Key principles emerged for shifting paradigms to honour Indigenous rights holders through ethical research practice, including: recognizing Indigenous peoples as rights holders with sovereignty over research; accepting collective responsibility for research in a “good” way; enlarging the sphere of ethical consideration to include the land; acknowledging that “The stories are ours” through Indigenous-led (or co-led) research; articulating relationships between Indigenous and Research Ethics Board (REB) approvals; addressing justice and proportionate review of Indigenous research; and, means of identifying the Indigenous governing authority for approving research.
Research limitations/implications
Future steps (including further research) include pursuing collective responsibilities towards empowering Indigenous communities to build their own consensus around research with/in their people and their lands. This entails pursuing further understanding of how to move forward in recognition and respect for Indigenous peoples as rights holders, and disrupting mainstream dialogue around Indigenous peoples as “stakeholders” in research.
Practical implications
The first step in moving forward in a way that embraces Indigenous principles is to deeply embed the respect of Indigenous peoples as rights holders across and within REBs. This shift in perspective changes our collective responsibilities in equitable ways, reflecting and respecting differing impetus and resources between the two parties: “equity” does imply “equality”. Several examples of practical changes to REB procedures and considerations are detailed.
Social implications
What the authors have discovered is that it is not just about academic or institutional REB decolonization: there are broad systematic issues at play. However, pursuing the collective responsibilities outlined in our paper should work towards empowering communities to build their own consensus around research with/in their people and their lands. Indigenous peoples are rights holders, and have governance over research, including the autonomy to make decisions about themselves, their future, and their past.
Originality/value
The value is in its guidance around how authentic partnerships can develop that promote equity with regard to community and researcher and community/researcher voice and power throughout the research lifecycle, including through research ethics reviews that respect Indigenous rights, world views and ways of knowing. It helps to show how both Indigenous and non-Indigenous institutions can collectively honour Indigenous rights holders through ethical research practice.
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Mark Julien, Karen Somerville and Jennifer Brant
The purpose of this paper is to examine Indigenous perspectives of work-life enrichment and conflict and provides insights to better support Indigenous employees.
Abstract
Purpose
The purpose of this paper is to examine Indigenous perspectives of work-life enrichment and conflict and provides insights to better support Indigenous employees.
Design/methodology/approach
Interviews were conducted with 56 Indigenous people from six Canadian provinces. In total, 33 of the respondents were female and 23 were male. The interview responses were transcribed and entered in NVivo10. Thematic analysis was used.
Findings
The authors’ respondents struggled with feeling marginalized and felt frustrated that they could not engage in their cultural and family practices. The respondents spoke of putting family needs ahead of work and that many respondents paid a price for doing so.
Research limitations/implications
The results are not generalizable to all Indigenous peoples, however these results do fill a void in the literature.
Practical implications
Employers must consider revising policies including providing more supervisor support in the form of educating supervisors on various Indigenous cultural practices and examine ways of providing more flexibility with respect to cultural and family practices.
Social implications
Indigenous peoples have been marginalized since the advent of colonialism. This research addresses a gap in the literature by presenting how a group of Indigenous respondents frames work-life enrichment and conflict.
Originality/value
Very few studies have examined Indigenous perspectives on work-life enrichment and conflict using a qualitative research design. It also aligns with one of the Truth and Reconciliation Commission of Canada’s calls to action.
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This paper aims to identify the values antecedents of women’s social entrepreneurship. It explores where and how these values emerge and how they underpin the perceived…
Abstract
Purpose
This paper aims to identify the values antecedents of women’s social entrepreneurship. It explores where and how these values emerge and how they underpin the perceived desirability and feasibility of social venture creation.
Design/methodology/approach
Values development across the life-course is interrogated through retrospective sense-making by thirty UK-based women social entrepreneurs.
Findings
The findings express values related to empathy, social justice and action-taking, developed, consolidated and challenged in a variety of experiential domains over time. The cumulative effects of these processes result in the perceived desirability and feasibility of social entrepreneurial venture creation as a means of effecting social change and achieving coherence between personal values and paid work, prompting social entrepreneurial action-taking.
Originality/value
This paper offers novel, contextualised insights into the role that personal values play as antecedents to social entrepreneurship. It contributes to the sparse literature focussed on both women’s experiences of social entrepreneurship generally, and on their personal values specifically.
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Mahender Singh Kaswan, Rajeev Rathi, Jiju Antony, Jennifer Cross, Jose Arturo Garza-Reyes, Mahipal Singh, Inder Preet Singh and Michael Sony
The coronavirus (COVID-19) pandemic has led to a surge in demand for health-care facilities, medicines, vaccines and other health-care items. The purpose of this study is to…
Abstract
Purpose
The coronavirus (COVID-19) pandemic has led to a surge in demand for health-care facilities, medicines, vaccines and other health-care items. The purpose of this study is to investigate different facets of integrated Green Lean Six Sigma and Industry 4.0 approach in the context of COVID-19 for better healthcare management. Integrating Green Lean Six Sigma (GLSS) and Industry 4.0 (I4.0) has the potential to meet the modern demand of health-care units and also leads to improving the quality of inpatient care with better safety, hygiene and real-time diagnoses. A systematic review has been conducted to determine the tools/techniques, challenges, application areas and potential benefits for the adoption of an integrated GLSS-I4.0 approach within health-care facilities from the perspective of COVID management. Further, a conceptual framework of integrated GLSS-I4.0 has been proposed for better COVID management.
Design/methodology/approach
To conduct the literature review, the authors used the preferred reporting items for systematic reviews and meta-analysis and covers relevant papers from the arrival of COVID-19. Based on the systematic understanding of the different facets of the integrated GLSS-I4.0 approach and through insights of experts (academicians and health-care personnel), a conceptual framework is proposed to combat COVID-19 for better detection, prevention and cure.
Findings
The systematic review presented here provides different avenues to comprehend the different facets of the integrated GLSS-I4.0 approach in different areas of COVID health-care management. In this study, the proposed framework reveals that the Internet of Things, big data and artificial intelligence are the major constituents of I4.0 technologies that lead to better COVID management. Moreover, integration of I4.0 with GLSS aids during different stages of the COVID management, right from diagnosis, manufacture of items and inpatient and outpatient care of the affected person.
Practical implications
This study provides a significant knowledge database to the practitioners by understanding different tools and techniques of an integrated approach for better COVID management. Moreover, the proposed framework aids to grab day-to-day information from the affected people and ensures reduced hospital stay with better space utilization and the creation of a healthy environment around the patient. This inclusive implementation of the proposed framework will enhance knowledge base in medical areas and provides different novel prospects to combat other medical urgencies.
Originality/value
To the best of the authors’ knowledge, this study is the first of its kind to review different facets of the integrated GLSS-I4.0 approach with a view of the COVID health-care perspective and provides a conceptual framework.
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Rola Mahasneh, Melanie Randle, Rob Gordon, Jennifer Algie and Sara Dolnicar
This study aims to investigate which factors are associated with the willingness of employers to hire people with disability from the perspective of disability employment service…
Abstract
Purpose
This study aims to investigate which factors are associated with the willingness of employers to hire people with disability from the perspective of disability employment service providers. We also identify social marketing approaches that disability employment service providers consider to be most effective in increasing employer willingness to hire people with disability.
Design/methodology/approach
Using the framework of the theory of planned behavior, this study examines the association of attitude, subjective norms and perceived behavioral control with employer willingness to hire people with disability. The authors do this from the perspective of disability employment service providers, who are responsible for matching people with disability with suitable employment opportunities. The authors used a qualitative approach to data collection and conducted 30 in-depth interviews. Data analysis included deductive and inductive coding to develop the themes and subthemes.
Findings
Attitude, subjective norms and perceived behavioral control were all perceived to influence employers’ willingness to hire people with disability. However, the importance of each construct was perceived to differ by location and organization type. Three key social marketing approaches were perceived to be most effective in increasing employer willingness to hire people with disability: educational, relational and interactive. The educational intervention attempts to increase employers’ knowledge about disability, the relational approach aims to develop relationships within the community to strengthen relationships with employers and the interactive approach involves direct contact between employers and people with disability.
Originality/value
Theoretically, this study reveals perceived heterogeneity in terms of the theoretical constructs that are employer hiring decisions. Practically, results help disability employment service providers design social marketing strategies that are effective in reducing barriers and increasing employment for people with disability. Methodologically, this study adds a new perspective on employer willingness to hire people with disability – that of disability employment service providers – which avoids the social desirability bias found in many self-reported studies of employer attitudes and behavior.
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Melissa Clark, Bomi Kang and Jennifer R. Calhoun
A competitive hospitality environment requires attracting new target markets. The purpose of this research is to investigate how young travelers’ intention to stay and electronic…
Abstract
Purpose
A competitive hospitality environment requires attracting new target markets. The purpose of this research is to investigate how young travelers’ intention to stay and electronic word-of-mouth (eWOM) are impacted by a hotel’s environmental sustainability communications on social media.
Design/methodology/approach
The data were collected from 306 participants via online survey and analyzed in SPSS and AMOS. Structural equation modeling was utilized for hypotheses testing.
Findings
The results support the use of social media marketing (SMM) by hotels to communicate sustainability efforts, increasing intentions to stay and expanding eWOM. Hospitality marketers can use these findings to better understand young travelers’ priorities and their information-gathering process when planning travel.
Practical implications
The study revealed the positive relationship between travelers’ perceptions of hotel environmental sustainability and greater intention to stay and positive eWOM. This could lead to increased business and recommendations for hospitality companies from young consumers.
Originality/value
This study advances the understanding of how young customers respond to hotels’ efforts to promote environmental sustainability on social media. The findings add value to practitioners and academics in their understanding of how hospitality marketers can increase intention to stay and eWOM by marketing to young travelers about environmental sustainability on social media.
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Jennifer Horney, Matt C. Simon, Kristen Ricchetti-Masterson and Philip Berke
This paper aims to determine household perceptions of disaster recovery plan development and implementation, and to identify groups that may be less aware of the recovery planning…
Abstract
Purpose
This paper aims to determine household perceptions of disaster recovery plan development and implementation, and to identify groups that may be less aware of the recovery planning process to provide recommendations to officials for improving participation in planning and resident support of implementation priorities.
Design/methodology/approach
Face-to-face interviews were conducted with 194 residents of a US Atlantic coast county impacted by Hurricane Irene. Respondents were selected via a two-stage cluster sampling method automated through the use of a Geographic Information Systems toolkit.
Findings
Although few households reported participation in the county’s recovery planning process, a majority felt that the plan would be better if it incorporated input from a wide range of stakeholders. The number one reason residents did not participate was the lack of knowledge that they could. Some vulnerable populations were less aware of the recovery plan, including the elderly and those living in poverty, while others were more aware, including those with children and those without access to a working vehicle. Respondents prioritized recovery activities around infrastructure and public safety, yet ranked activities related to public information and housing as less important.
Practical implications
This paper highlights potential successes of emergency management outreach and identifies groups that are not being reached during recovery planning. The paper provides insight on resident priorities for recovery after disaster.
Originality/value
There has been little research on the implementation of recovery plans and few studies that have examined the behaviors and opinions of households with regard to recovery plan development and implementation.
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Tanushree Gupta, Jennifer Fernandes and Susobhan Maiti
Food security emerges when all people always have physical and economic access to sufficient, safe, and nutritious food to meet their dietary needs and food preferences for an…
Abstract
Food security emerges when all people always have physical and economic access to sufficient, safe, and nutritious food to meet their dietary needs and food preferences for an active and healthy life. The availability of food, access to food, and absorption of food are three key aspects of food security. Considering the above, the initial goal in this chapter is to measure annual growth rate and compound annual growth rate (CAGR) of production of food grains, nutri coarse cereals, total pulses, and nine oilseeds for the period 2011–2021 in India. To estimate per capita availability of Food Grains, Nutri Coarse Cereals, Total Pulses and Nine Oilseeds (in kg) represents the food security in India. The highest production is recorded in between 2011 and 2021 for food grains (315.72), followed by the production of nine oil seeds (36.7), total pulses (27.69), and nutri coarse cereals (26.42). In 2016, the annual growth rate for food grains and nine oilseeds was 9.37 and 23.88%, respectively. It is very evident that the availability per capita has grown from 2011 to 2021. The per capita availability of food grains increased from 206.17 kg in 2011 to 224.30 kg in 2021. The per capita availability of total pulses increased from 13.59 kg in 2011 to 19.67 kg in 2021. The per capita availability of nine oil seeds increased from 23.70 kg in 2011 to 26.78 kg in 2021 which indicates India has managed food security successfully in the last decade.
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Public reports of provider-specific patient outcomes aim to help consumers select suppliers of medical services. Yet, in an environment of rapidly changing medical technology and…
Abstract
Public reports of provider-specific patient outcomes aim to help consumers select suppliers of medical services. Yet, in an environment of rapidly changing medical technology and increasingly heterogeneous patient populations, and because they necessarily reflect the experience of other patients who received care in the past, such reports may be of limited value in helping patients forecast the probability of an adverse outcome for each provider they are considering. I propose that providers underwrite insurance policies that promptly pay patients a predetermined sum after an adverse outcome. Patients can use such outcome warranties to infer quality differences among providers easily and reliably. In addition, outcome warranties efficiently reward both providers and patients for reducing the risk of adverse outcomes and thereby improve the safety and affordability of health care. As such, outcome warranties help advance four important goals of health care management: reduction of financial risk, recruitment and retention of physicians, remediation of adverse outcomes, and raising the provider's reputation.