Purpose: The purpose of this paper is to provide strategic recommendations for Indian hotel administrators for improving sustainability practices: environment, economic and social with respect to the supply chain members by analyzing performance dimensions and the importance attached to them....

Purpose – The purpose of this paper is to identify the critical factors (CFs) of ISO 14000; to determine if ISO 14000 certification results in improved organizational performance; and to analyze the levels of and changes in these CFs and levels of and changes in the indicators of organizational...

Purpose – The purpose of this paper is to develop and validate scales to measure and benchmark service quality (SQ) in tourism industry. Design/methodology/approach – The second‐order confirmatory factor analysis is employed to validate the instrument. SQ dimensions have been modeled which...

Purpose – This research paper aims to identify dimensions of patient‐perceived total quality service (TQS) in the healthcare sector. Further, the impact of the dimensions of patient‐perceived TQS on patient satisfaction is examined. Design/methodology/approach – A questionnaire has been...

Purpose – The purpose of this paper is to highlight key dimensions of provider‐perceived total quality management (TQM) in the healthcare sector in India. Further, the impact of the dimensions of provider perceived TQM on hospital performance is examined. Design/methodology/approach – A...

Purpose – The purpose of this paper is to determine the dimensions of service quality in Indian hospitals, from the perspectives of patients and their family members/friends (referred to as “attendants”). Design/methodology/approach – Based on the existing models and the literature on...

Purpose – The purpose of this paper is to explore the adoption of quality management practices in engineering educational institutions (EEIs) in India from management's perspective. Design/methodology/approach – A questionnaire was developed based on a literature review of research in...

Purpose – The purpose of this paper is to conceptualize hospital service quality (SQ) into its component dimensions from the perspectives of patients and their attendants; and to analyze the relationship between SQ and customer satisfaction (CS) in government and private hospitals in India....

Purpose The purpose of this paper is to determine the critical factors (CRFs) of IS/ISO/IEC 17025:2005 laboratory accreditation and indicators of the performance (IOPs) in the testing/calibration laboratories. The impact of accreditation on the performance is analyzed using the level of presence...