Health insurance policy renewal: an exploration of reputation, performance, and affect to understand customer inertia

Kautish, Pradeep; Khare, Arpita; Sharma, Rajesh

doi:10.1057/s41270-021-00134-7

Cited by 14 publications

(9 citation statements)

References 165 publications

(176 reference statements)

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“…In firmly competitive settings, gaining repeat business from retentive current consumers seems critical for service providers' survival (Kautish et al 2022;Williams and Williams 2015). In this study, we tried to advance the understanding of consumer-brand relationships to show how the brands can reduce the probability of consumers leaving the brands and/or fostering their voluntary behavior.…”

Section: Managerial Implicationsmentioning

confidence: 99%

Consumers as volunteers? The influence of value congruence on consumers’ voluntary performance

Elsharnouby

Jayawardhena

et al. 2023

J Market Anal

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The study explores how consumer-brand value congruence affects the quality of consumer relationships and drives the propensity to leave and consumers' voluntary performance. It also examines how the quality of consumer-brand relationships mediates the relationships between value congruence and both propensity to leave and consumer voluntary performance. The study also examines the moderating role of relationship length and consumer age.Data from an online survey of 371 consumers drawn from contrasting service contexts (restaurants and hospitals) were collected. In both service settings, the results reveal that value congruence is positively related to consumer-brand relationship quality and voluntary performance, and the consumer-brand relationship quality is negatively related to the propensity to leave. Furthermore, while consumer-brand relationship quality influences voluntary performance in the restaurant context, its influence does not exist in the hospital context. Contrary to expectations, the length of a relationship with a brand does not enhance the quality of the relationship; rather, value congruence takes precedence. We emphasize the need for special efforts in fostering congruent perceptions among older consumers to get them engaged in voluntary performance. Since a few marketing scholars have examined the role of value congruence as an antecedent of consumerbrand relationship quality, we advance extant literature in examining the impact of value congruence on consumer-brand relationship quality and its outcomes.

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Section: Managerial Implicationsmentioning

confidence: 99%

Consumers as volunteers? The influence of value congruence on consumers’ voluntary performance

Elsharnouby

Jayawardhena

et al. 2023

J Market Anal

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“…Further, the domain of service quality is important across different industries. The studies such as Kautish et al (2021a, 2021b, 2022) and Kautish and Khare (2022).…”

Section: Future Research Questionsmentioning

confidence: 99%

Banking service quality literature: a bibliometric review and future research agenda

Patel

Siddiqui

2023

QRFM

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Purpose The purpose of this paper is to perform a meta-bibliometric analysis of the banking service quality and to provide various research streams. Another goal is to provide future research questions to explore these areas in more detail. Design/methodology/approach The authors used three major academic databases (Scopus, ProQuest and EBSCO) from 1980–2021 and found 226 papers, where they performed the meta-bibliometric analysis by performing co-citation analysis, co-authorship analysis, cartographic analysis and content analysis. Findings The SERVQUAL model is the most used conceptual framework and model to study banking service quality. Structural equation modeling (SEM), followed by partial least squares SEM, is a majorly used method. There are three research streams in the literature: retail banking service quality, internet banking service quality and mobile banking service quality. Retail banking is the most studied stream, whereas mobile banking is the least studied stream. The study on banking service quality was initially conducted in developed markets, and later in emerging markets. All three streams have scope for further exploration, and hence, 44 future research questions have also been proposed. Research limitations/implications This study has implications for bank managers, academicians and future researchers. Originality/value This study is unique in that it examines the meta-bibliometric dimensions of banking service quality and provides directions for future research for academicians and researchers.

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“…This development facilitates the country's contribution towards socio-economic prosperity by increasing employment opportunities and foreign exchange earnings (Sharma et al, 2018;Kautish and Rastogi, 2008). The prime reason for patients to travel to India is its cost-effective facilities as compared to other countries (Kumar et al, 2018), professionally qualified and skilled medical staff (Sharma et al, 2020), quality medical expertise (Amiri and Safariolyaei, 2017), less waiting time for procedures and therapies and government policies for the growth of medical tourism in India (Bhaidkar and Goswami, 2017), medical visa facility (Biswas, 2016), medical insurance coverage (Kautish et al, 2022), availability of ayurveda, yoga and naturopathy therapies for the patients for postretreatment recovery (Jindal and Yashika, 2019), quality of treatment (Datta, 2020) and highquality health facilities (Dhale, 2020). India's prominent and famous medical tourism destinations are Bangalore, Chennai, Delhi and Mumbai (Mochi et al, 2013).…”

Section: Medical Tourism In Indiamentioning

confidence: 99%

Determinants of medical tourism: application of Fuzzy Analytical Hierarchical Process

Guru

Sinha

Kautish

2022

IJOEM

Self Cite

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PurposeThe study aims to facilitate the medical tourists visiting emerging countries for various kinds of ailments by ranking the possible destinations to avail medical treatments.Design/methodology/approachA Fuzzy Analytical Hierarchical Process (FAHP) with a mixed-method approach is applied to analyze data collected from patients and substantiate it with medical tour operators in India to gain managerial insights on the choice-making patterns of the patients.FindingsIndia is a preferred emerging market location due to the low cost and high medical staff quality. India offers value for money, whereas Singapore and Thailand are preferred destinations for quality and technology.Research limitations/implicationsThe study will facilitate the emerging markets' governments, hospitals and medical tourists to understand the importance of various determinants responsible for availing medical treatment outside their country.Practical implicationsThe study recommends that cost and quality care are the patients' prime focus; government policies must provide clear guidelines on what the hospitals and country environment can offer and accordingly align the marketing strategies.Originality/valueThis study is the first attempt to rank various factors affecting medical tourism using the FAHP approach.

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Health insurance policy renewal: an exploration of reputation, performance, and affect to understand customer inertia

Cited by 14 publications

References 165 publications

Consumers as volunteers? The influence of value congruence on consumers’ voluntary performance

Consumers as volunteers? The influence of value congruence on consumers’ voluntary performance

Banking service quality literature: a bibliometric review and future research agenda

Determinants of medical tourism: application of Fuzzy Analytical Hierarchical Process

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