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Improving health outcomes requires a robust health-care service model that delivers cost-efficient services and increase customer patronage. The purpose of this study is to examine how service quality and convenience influence perceived value, satisfaction and customer patronage of health insurance policyholders. Based on contemporary research, this study further investigates the moderating role of trust, inertia, insurer type and word-of-mouth (WOM) on relationship between satisfaction and customer patronage.

This study conceptualized the dimensions of SERVQUAL and SERVCON as drivers of perceived value leading to satisfaction and finally customer patronage in presence of four moderators. To test the hypotheses, data from 500 consumers who had a running health insurance policy was collected and analyzed using partial least square path modeling.

The results of this study showed service quality and convenience dimensions significantly affected perceived value. Perceived value strongly influenced satisfaction and customer patronage intentions. Satisfaction had a significant positive effect on patronage. WOM and trust moderated the satisfaction–patronage relationship for recommendation intention but not repurchase intention. The moderators had an indirect bearing on customer patronage.

Such an engagement ecosystem can be considered to be a revolution, as it will change the way businesses are conducted and how stakeholders interact with one another.

This study adapts and integrates the SERVQUAL and SERVCON models to health insurance domain. Second, this study conceptualizes a modified view of post-benefit convenience relevant for health insurance as policy renewal intention rather than returns/exchanges. This addresses a gap in the SERVCON scale's applicability to insurance services. This study also makes a novel attempt of examining implication of WOM and trust in health insurance domain.

The purpose of this study is to conduct a systematic study of important research trends and published electronic word of mouth (eWOM) studies over the past 20 years in the emerging economy. This research is designed to identify the key areas of eWOM based on the Antecedents-Consequence-Intervention (ACI) framework. This paper is also aimed to analyze the current research status of each WOM area and critically review each area for developing future research directions.

616 articles were selected from 112 journals for in-depth review analysis. For the systematic review of articles, an ACI framework was adopted. This paper used systematic review analysis methodology to critically analyze important research studies in each area of the ACI framework with a set of research questions.

Results identify six significant areas of eWOM, i.e. WOM antecedents, outcomes, senders, receivers, eWOM platform and eWOM management representing the whole environment. The result highlights increasing research interest on mixed eWOM and rich eWOM content and market-level source credibility factors. Research also identifies research gaps based on the ACI framework.

Analyzing the recent trends in the eWOM environment with the SLR approach and linking these trends to the ACI framework with a future research agenda in the emerging market indicated a pioneering attempt in eWOM research.

Driven by motivation of quality enhancement and brand reputation promotion, automotive industries try to improve product quality and customer satisfaction by performing quality pilot programs continuously. The purpose of this paper is to develop a dynamic model to select the improvement quality pilot program from competitive candidates based on dynamic customers’ feedback.

An extended dynamic multi-criteria decision-making method is developed by embedding dynamic triangular fuzzy weighting average operators into fuzzy VlseKriterijumska Optimizacija I Kompromisno Resenje (VIKOR) method, and the novel evaluation indicator “ζ” is introduced to reflect prioritization performance.

The two evaluation indicators (Q and “ζ” ) assist quality managers to identify the best program with respect to multiple conflicting criteria and the best choice based on these two indexes shows high conformity. Besides, ranking sequences obtained by “ζ” can avoid the dilemma that there are several candidates with top priority calculated by comprehensive group utility value Q.

The dynamic MCDM method has been applied into the quality improvement procedure in Chinese domestic auto factories and contributes to highly efficient promotion.

Few dynamic models on pilot program selection for quality improvement based on dynamic customers’ feedback, this study deals with the dynamic promotion by an extended fuzzy VIKOR method and presents a case application.

This paper aims to investigate the relationship between employer branding (EB) and talent retention. The paper also analyses the mediating role of employee engagement in the association between EB and talent retention.

Partial least square structural equation modelling has been applied to carry out the analysis. The findings are based on the perceptions of IT professionals (n = 397) to assess the interrelationship between EB, employee engagement and talent retention.

The paper gives empirical insights on how employee engagement helps promote employer value offerings to the employee, which helps in the successful retention of employees. The results indicate that employee engagement partially mediates the association between EB and talent retention.

This study provides a clear direction to a diversity of practitioners working in IT firms. Building and maintaining sympathetic and emotional connections with co-workers, team leaders and higher managerial employees can help increase employee engagement. The findings can help business planners and managers focus their efforts on employer brand elements for successfully involving their workforce.

Authors believe this study is one of its kind to test the association between EB and talent retention mediated by the engagement level of employees. The present research study will help future academia delve into how EB can significantly impact the engagement and retention of existing employees.

One of the most decisive objectives of human resource management (HRM), essential for business performance, is to attract, maintain and engage a qualified workforce. This study aims to identify and prioritize the antecedents of employer branding, which are considered extremely important by potential applicants when they choose to join a particular employer.

The authors have adopted a popular multicriteria decision-making technique fuzzy analytical hierarchy process, to prioritize the identified antecedents. The modified Delphi techniques with the 22 experts have been conducted to validate the identified antecedents. Structured questionnaires were discussed, and their reliability was assessed using the expert’s opinion.

Results of this study indicate that potential applicants consider career advancement opportunities as the most important enabler that persuades them to join a particular employer. Future employees are also motivated to join if they are offered attractive compensation packages, which are distinct from competitors. Furthermore, corporate social responsibility is evolving as an antecedent of employer branding as potential candidates are attracted to employers who are socially responsible.

Employer branding can serve as a strategic HRM technique for any business seeking to attract, recruit, retain and involve outstanding employees, as the success of the organization is determined by how its image is built, communicated and promoted. This study provides insights for HR managers and practitioners who can think of developing an effective employer brand communication that offers a distinct and in-imitable image and reputation as an employer of choice.

This study is unique, as it offers meaningful visions to HR practitioners and experts for designing employer branding strategies for attracting potential applicants to join their organizations.

The purpose of this study is to explore and prioritize the factors that determine the social insurance contribution of unorganized workers.

A two-stage procedure was adopted to recognize and prioritize factors influencing the social insurance participation of unorganized workers: first, crucial factors influencing unorganized workers’ contribution towards social insurance were identified by employing exploratory factor analysis, and in the second phase, the fuzzy analytical hierarchal process was applied to rank the specified criteria and then sub-criteria by assigning weights.

Four broad factors were identified, namely, economic, political, operational and socio-psychological, that significantly influence unorganized workers’ contribution towards social insurance. Later findings revealed that the prime influencer of unorganized workers’ contribution is employment contracts followed by average earnings, delivery of quality services, eligibility and accessibility.

The research findings are feasible as the basic propositions are based on real-world scenario. The identification and ranking of factors have the potential to be used as a checklist for policymakers when designing pension and social insurance for unorganized workers. If it is not possible to consider all, the criteria and sub-criteria assigned upper rank can be given priority to extend pension coverage for a large group of working poor.

The key factors driving social insurance contributions have been highlighted by studying the stakeholders’ perceptions at a micro level. By comprehending the challenges, there is a possibility of covering a large section of the working poor into social insurance coverage.

This paper is believed to be one of its kinds to acknowledge a combination of factors that determine the contribution of unorganized workers to social insurance. This study is an empirical investigation to prioritize the essential drivers of social insurance participation by low-income cohorts in the context of emerging countries. The present approach of employing fuzzy logic has also very limited use in social insurance literature yet.

The purpose of this paper is to examine the critical factors that drive the adoption of digital library system (DLS) in institutes located in remote India. An integrated model of the unified theory of acceptance and use of technology model-2 (UTAUT2) and information systems success model (ISSM) is used to evaluate the critical factors.

The survey method of research was used, and the data collected was analysed by using PLS-SEM, which proved helpful to evaluate and validate the model.

Departing from past research, where most of the factors of the UTAUT2 and ISSM were found to influence the adoption of DLS, in this context, it is noted that performance expectancy, facilitating conditions and habit were the only constructs that influenced the intention to use DLS.

The study addresses the requirement for further research in DLS domain in emerging markets. It is one of the few studies addressing DLS adoption in remote India. The findings are unique to this context, which differ from developed nations, thus, answering the call to advance UTAUT model.