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Organizational trust is an important construct for organizational and public relations scholars and practitioners for its influence on key organizational outcomes, yet the convergent validity of organizational trust instruments has not been investigated by any study. The purpose of this paper is to address an important gap in the literature by reporting the results of a systematic investigation of the convergent validity of three organizational trust measures, taking an interpersonal, public relations, and organizational approach to trust in organizations respectively.

IRB approval was obtained for a cross‐sectional study design gathering self‐reports from participants through an online data gathering system of a large Midwestern university in the USA. Correlational matrices, along with exploratory and confirmatory factor analyses adapting the multitrait‐multimethod matrix, were employed for data analysis.

The three trust measures demonstrate mixed evidence of convergent validity with each other and with a theoretically correlated construct, organizational identification, demonstrating that while the three measures share the same conceptual ground, there is a need to clarify their underlying theoretical specification, especially with respect to organizational identification.

Future large‐scale studies can extend the findings based on a student population by employing multiple and diverse data sets, as well as investigate method variance.

Recommendations to improve convergent validity include: increasing item parsimony to decrease redundancy; revise item construction; and improved theoretical specification investigating the conceptual boundaries organizational identification with trust.

The study provides empirical evidence of the need for greater conceptual and operational clarification of the theoretical bases of trust. It is the first to advance research on trust in organizations by providing empirical support for the convergent validity of organizational trust measures assessed from organizational, interpersonal, and public relations perspectives.

Strategic Marketing Management. This case is also relevant for discussion in other courses like brand management.

Postgraduate Management students.

Just before the official launch of “no-negative” news edition by Dainik Bhaskar Corp. Ltd, there was widespread speculation that the group was risking too much by going against the set convention of the newspaper industry. The common belief in the industry was “If it bleeds, it leads” and “good news is no news”. While endeavoring to do away with this perception, the management needed answers to questions like “Would it really be an attractive proposition for the readers?”, “Was the group compromising the role and responsibilities of press in presenting the truth to the world?” and “How would it add value to the brand?” The entire debate was pivoted around the sustainability of positive marketing strategy and “Is it a good idea to go forward with No Negative?” For decades, Dainik Bhaskar was known for its strategy of capturing untapped markets or denting into monopolistic markets and become a leader. This case is an odyssey of moving away from the “me-too” to category (positive newspaper) positioning. The main objective of this case is to build the concept and rudiments of positive marketing in practical perspectives using the backdrop of the Hindi newspaper industry and its largest player breaking the myth “only negative news sell”. Besides this, the case also evolves the process of institutionalizing positive marketing in organizations.

The primary objective of teaching through this case is to make students aware and understand the emerging strategy of positive marketing and its ability to break through the present clutter in the market. It also elaborates on how companies can use this tool for differentiating themselves from others.

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

CSS 8: Marketing.

This study aims to explore the global threat of diseases that affect people, such as diarrheal, Hepatitis B, Rotavirus, Measles diseases, emphasizing the integration of disease vaccines into immunization programs globally as recommended by the World Health Organization, resulting in significant case reductions.

Notably, it stresses the necessity of raising awareness about diseases and vaccines through promotional efforts alongside effective inventory management because of vaccine perishability, highlighting preservation techniques and cold storage. Addressing environmental concerns, including carbon emissions from vaccine deterioration, the study proposes green technology investments aligned with Sustainable Development Goals to mitigate these impacts. Additionally, advanced optimization algorithms, including ant colony, modified flower pollination, cuckoo search and particle swarm optimization algorithms, are used to optimize pricing, preservation strategies, green investments and replenishment schedules. The research also uses the concept of interval values to enhance the robustness of the optimization framework. Through numerical experiments, the study demonstrates the effectiveness of this dynamic investment approach, providing empirical validation.

Furthermore, sensitivity analysis on critical parameters yields valuable insights for decision-makers, underscoring the importance of dynamically managing vaccine inventory. The study offers practical solutions and managerial insights that can inform policy decisions and strategic planning in disease response efforts.

This study concludes by emphasizing how creative green technology approaches can help decision-makers manage the social and environmental effects of vaccine inventories in the health care of people.

The purpose of this paper is to develop an integrated conceptual trust building model for supply chain partners’ relationships. It is based on the literature on trust building models from various disciplines.

Various trust building concepts and models were reviewed and five widely referred trust building models were selected from the literature to analyze and integrate the views to develop an integrated conceptual model from supply chain partners’ relationships point of view.

The conceptual frame work suggests that trust is a sum of risk‐worthy characteristics, risk‐worthy rationale and risk‐worthy institutional systems of supply chain members. Though the model represents the trust building process at dyadic level, the concept can simply be extended to any number of levels and perspectives.

The model has considered the trust building perspectives from supply chain partners’ relationships point of view. The discussions of the model lead to empirically testable issues.

The study results suggest that the supply chain members should strive to reduce the risk levels to build trust rather than striving to build trust to reduce the risk. As long as members’ risk levels are within their bearable limits trust can be considered as a risk coping mechanism and when the risk levels exceed their bearable limits the subject of trust turns into risk management/security management.

The trust building concepts developed through this model can be used by both practitioners and researchers on the subject of trust. However the model's application is not limited to supply chain management; it can be easily adapted to any discipline of management.

The purpose of this paper is to develop a context dependent, multi perspective multilevel trust measurement instrument to measure supply chain members' trust.

Since trust is a context dependent phenomenon and the level of trust between partners cannot be measured easily, a conceptual framework is developed to measure supply chain partners' trust from risk perspective (i.e. risk related to characteristics, rational and institutions/security) considering the relationship as “Risky”, “Risk‐worthy” and “Not risky” and translated them in terms of trust perspectives as “No trust”, “Trust worthy” and “Trust”.

Although the research on trust emphasizes to focus on a member's characteristics such as benevolence, integrity, ability, reliability, credibility, etc, decision to trust require multiple judgments therefore trust should be measured from various context dependent perspectives at multiple levels in relationship from trustor's perceptions and calculations. The key perspectives of trust in supply chain relationship are; characteristics trust, rational trust (cost and benefit, dynamic capabilities, technology) and institutional trust/security system. An important argument of this concept is that trust can only be dyadic.

Researchers on trust have repeatedly confirmed that trust is a multifaceted and context dependent concept. However the business context may not remain the same in the dynamic business environment, therefore this conceptual framework can be used as generalized trust measurement tool.

This paper has attempted to develop a simple and practical multi level trust measurement tool for the complex multi‐dimensional construct of supply chain partners' relationship trust.

This study may be one of the first to develop a multi level trust measurement concept from risk perspectives.

The purpose of this paper is to investigate the asset size regarding how the level of a bank’s premium asset management service interaction quality influences the referral intention using performance expectation and customer satisfaction as mediators.

The study employs data collected from an anonymous survey on 185 customers who visited the PB centers. The study employs confirmatory factor analysis methods following a path analysis and structural equation modeling for testing research hypotheses with stepwise moderating effect test.

The results indicate that superiority in interaction quality of premium asset management services has a positive influence on customer satisfaction and performance expectations, and these quality factors also show a positive influence on the intent to maintain relationships and even referral intentions. The results also show that customers with larger asset sizes only have mediocre intentions to refer bank services to people around them.

Marketing positions, which remain faithful to the asset management obligation to fulfill a stable profit rate through constant interactive processes based on a trusting relationship between the customer and dedicated staff member that forms over time, can be a basis for service quality that can secure mid-to-long-term competition superiority in financial firms that offer asset management services.

This study focuses on whether interaction factors that form the quality of services for customized premium asset management through the bank’s dedicated staff member have a positive influence on customer satisfaction and referral intentions. Based on this analysis, the authors presented strategic implications on conditions that financial firms must focus on in order to secure competitiveness.

This paper aims to investigate the motivating and dissuading factors, which develop consumers’ attitude towards permission based marketing.

A conceptual model is proposed and validated by following the various studies on mobile and email marketing. A survey of 325 respondents was conducted in the Mumbai city, out of which 271 survey questionnaires were deemed fit for analysis, representing 83.38 per cent response rate. The researcher has used structural equation modelling to test the causal relationships among the constructs.

The results of the study indicate that increase in personal relevant messages, perceived monetary incentives and perceived entertainment increases consumers’ attitude towards permission based marketing, whereas increase in perceived registration effort decreases consumers’ attitude towards permission based marketing. Furthermore, contrary to the existing literature, perceived consumer empowerment, perceived intrusiveness and perceived privacy issues have no significant relationship with the attitude towards permission marketing. The findings are based on a particular region in India, so it may be different from previous studies.

The study uses a self-reported measure to collect the data through email, and a printed copy of the questionnaire was circulated. Also, the method of sample selection was not random. These two aspects could limit the generalizability of the results.

The research can assist the companies going for promotions through mobile and internet. It provides important findings, which can help them to formulate better promotional strategies.

Fewer research studies have been done to examine the motivating and dissuading factors developing consumers’ attitude towards permission based marketing, therefore, the present research is conducted. After intensely reviewing the available literature, the factors were carefully chosen.

The purpose of this study is to collaborate with environmental engineering and management making an effort to provide evidence for the irresponsible behavior of small business set up in north India with special reference to Aligarh City. Corporates have huge accountability for sustainable development, and they cannot overlook the major responsibilities which are lying on their shoulders. CSR is related to the concept of “doing good” but, beyond “doing good” businesses have the responsibility for “avoiding bad” to avoid corporate social irresponsibility (CSI), such as damaging the environment by polluting land, water and air, cheating customers, violating human rights, or doing any unethical practices.

In this study, random groundwater samples were collected from “Aligarh Nagar Nigam” installed hand pumps from industrial influence areas of Aligarh during the month of October and November 2017. These samples were collected nearby small-scale metal plating industries plants. The samples analyzed by the Atomic Absorption Spectrometer (AAS) Perkin Elmer PinAAcle 900 F, for Fe, Mn, Pb, Zn, Cu and Cr (Jahromi et al., 2007; Chen and Teo, 2001; Bidari et al., 2007; Land and Hoops, 1973; de Oliveira et al., 2016; Akoto et al., 2016). In addition, some other parameters also taken in this study and the results obtained are compared with the World Health Organization (WHO) and Bureau of Indian Standard (BIS).

These results of the study revealed that the penetration of heavy metals like Cr, Pb, Cu, Zn, Fe and Mn into the soil is found much higher than the permissible limit stated by the government. The concentrations of metals in groundwater found to be within limits, but some metals are exceeding the standard limits in few samples. Concentrations of these heavy metals Cr>Cu>Pb>Fe>Mn are exceeding standard limits, Zn found within permissible limits as per WHO and BIS standard. This result proves to be a means to an end for an irresponsible behavior toward the society and environment which leads to serious health and environmental hazards.

The results are beneficial for data generation on various quality parameters of groundwater. The results of this study help in proper decision-making by concerned authorities to prevent, reduce toxic levels and begin to take steps for making water fit for drinking and other purposes. The research is limited in Aligarh City and other cities are like Kanpur, Noida and Ghaziabad are also tested by taking samples of water, as these cities are extensively captured by SME’s and large scale industries.

The results of this study have several implications for both governmental and non-governmental practice and policy development. As society expects positive attitudes of the businesses toward CSR activities and concern about the environment, businesses, institutions and governments should pay more attention to promote the initiative of environment safety to intensify their public concern. The small business unit must know about the serious health hazards of discharging the waste water in the open and therefore regular checking of heavy metal contamination in the groundwater in these areas is needed and use of contaminated water must be prevented to lessen the health risk caused by using the metal contaminated groundwater. The small-scale industries should follow the guidelines for proper disposal of wastewater discharge. The water treatment technology should involve and take possible steps to remove heavy metals contamination.

This study provides real data to municipality and other government offices which can be used as a benchmark to plan strict policy to prohibit the open discharge of wastewater by industries.

Measuring patient satisfaction plays an increasingly important role in the growing push toward healthcare provider accountability. This study seeks to evaluate G.B. Pant Hospital (a North Indian tertiary care centre) patient satisfaction with clinical laboratory services.

A total of 100 out‐ and in‐patients were randomly selected and interviewed about microbiological services using a standard format, a method which can be easily used to compare patient satisfaction with laboratory services elsewhere.

Patients represented all age groups: females and males were balanced. Few were from poor socio‐economic backgrounds. Patients do not have problems getting tests done, but the laboratory's inconvenient location caused dissatisfaction. Patients do not have problems communicating with staff, but medical terms are not understood by patients. Hospital cleanliness needs improving, especially toilets, which causes the most patient dissatisfaction. Hospital staff were deemed highly competent and judged to give excellent technical help to patients. The questionnaire's financial subscale shows 100 per cent satisfaction because all tests in the microbiology department are free. The overall satisfaction with services stood at 83 per cent. Satisfaction scores for G.B. Pant Hospital appear to be satisfactory.

This study does not compare patient satisfaction in two or more hospitals and findings may not be generalisable.

Patient satisfaction surveys are the best way to identify deficiencies and improve hospital services. Repeating studies at six monthly intervals is a useful managerial intervention aimed at delivering and maintaining quality healthcare.

This laboratory satisfaction survey is the first of its kind for government hospitals in India. The survey revealed a positive feedback and helped to identify the areas of concern along with estimating the patient satisfaction scores. This is the best way to identify the areas of deficiencies and improving the services provided by the hospital. The authors feel that repeating such studies at a regular interval of six months would be a useful guide for the managerial interventions.

This paper aims to analyse the importance of service quality and store design as critical variables to promote differentiation and make consumers feel satisfied and committed to a retail brand. Retailers usually undervalue the store design as an element of the strategic mix. However, it may be one of the critical elements to increase retailers’ competitive advantages.

This exploratory study was based on 349 valid responses to a questionnaire online through a snowball sampling approach analysed with structural equation modelling.

The results confirmed that customers’ service quality positively impacts their satisfaction and commitment to the retail brands. However, store design moderates the relationship between customer satisfaction and commitment. The consumers with a higher appreciation for store design presented a lower impact of satisfaction on their commitment to the retail brand. This result shows that a significant part of their satisfaction includes store design appreciation.

This exploratory study was restricted to the Portuguese market, and the sample resulted from a convenience snowball approach.

The retailers should consider store design as an essential variable in their marketing plans to have satisfied and committed customers and be more competitive.

Research on consumers’ behaviour in the retail sector, including the assessment of store design, presents a great potential within the framework of consumer–brand relationship theory, but it is still under-researched. The new model presented highlights the role of store design as a moderator variable.