PurposeThe purpose of this paper is to identify and evaluate the critical success factors which make the dimensions for measuring customer experience (CE) in banking organizations more effective and purposeful. These critical success factors have been prioritized in order to find out which is more important for the five threshold dimensions to achieve favourable CE.Design/methodology/approachThe paper examines the critical success factors of CE which have been identified from the literature survey and through expert's opinion have finally confirmed in context of this study on banking organizations. Further, analytic hierarchy process (AHP) has been used in order to evaluate the identified 14 critical factors of CE and to find their priorities for success in banking organizations.FindingsOn the basis of the proposed hierarchical model, the findings suggest that the factors such as convenience, employees, online functional elements, and servicescape are critical for measuring CE in banking organizations.Research limitations/implicationsIn the literature, it is assumed that the criteria for measuring CE are mutually exclusive. But it has been found that in the real world these criteria may sometimes depend on one other, particularly in banking organizations. Therefore, in order to resolve such issues it is advised that future research may apply analytic network process (ANP).Practical implicationsThe findings suggest that the managers in banking organizations must ameliorate these critical factors according to their weights, in order to attain favourable CE, sustainable competitive advantage and customer delight.Originality/valueBecause of the subjective nature of CE, AHP serves as an empirical approach in prioritization of critical success factors of CE, which has been a major lacuna in available literature. The results presented in this paper are objective, reliable, and may be generalized for measuring CE in banking organizations.

PurposeThe purpose of this study is to carry out the systematic literature review, bibliometric analysis and content analysis of extant literature of service supply chain (SSC).Design/methodology/approachSystematic literature review (SLR) technique was used for identifying the research papers. In the first step after reading titles, abstracts and keywords and, full-length articles wherever required, papers not related to SSC were removed. In second steps papers were read more critically and papers not related to SSC were removed. Finally on 502 papers bibliometric and content analysis was further carried out. Content analysis was based on the clusters formed by bibliographic coupling. Further, content analysis of the recent articles revealed the current research trends and research gaps.FindingsThis paper identified the six existing research diversifications in SSC as (1) logistics SSC, (2) model, framework and conceptual papers, (3) third-party logistics service providers, (4) articles from various perspective, (5) measurement of quality and performance on services and (6) impact of adoption of technology, cooperation and branding on logistics service providers. Further, six future research directions are also provided.Practical implicationsThis research provides a clear view of the progression of publication, research diversification, research themes of six identified clusters, sub-themes of clusters and content analysis of each cluster. Content analysis of recent articles reveals the current research trend and future research directions.Originality/valueThis is a first of its kind of study which presents the diversification of research areas within SSC, bibliometric analysis, content analysis and provides actionable future research direction.

PurposeDespite increasing attentions to sustainable service supply chain management (SSSCM), a framework for performance evaluation of sustainable service only supply chain management (SSOSCM) is still missing. This paper tries to fill this gap and provides a novel conceptual framework.Design/methodology/approachThe articles related to SSSCM are fetched from the databases of SCOPUS and Web of Science. Analysis of 174 articles identified by the systematic literature review is further carried out.FindingsThis research identifies the sustainable practices for service only supply chain (SOSC) as environmental management, social management, economic management, customer management, health, safety and risk management, technical sustainability, institutional sustainability, information and technology management as well as two performance measurement criteria as operational performance and organizational performance. This paper provides a novel conceptual framework for the performance evaluation of SSOSCM. The results call for future exploration in the following three broad directions-(1) customer's perception, involvement and their behaviour towards sustainability in SOSC context; (2) trade-off, incentive mechanism and multilevel evaluation for achieving sustainability in SOSC and (3) sustainability in SOSC from various point of views.Practical implicationsThe managers can use the framework to assess the performance of the organization while researchers can explore the discussed research gaps.Originality/valueThis is the first paper that provides a novel conceptual framework for the performance evaluation of SSOSCM as well as potential future research directions.

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PurposeThe inclusion of sustainable practices in the service only supply chain (SOSC) is less evident in the literature. The aim of this research is to analyse the enablers of sustainability to be implemented in (SOSC).Design/methodology/approachA rigorous literature review and experts’ outlook are used to identify fifteen key enablers of sustainability to be implemented in the SOSC. These key enablers are analysed by the interpretive structural modelling (ISM) and fuzzy decision making trial and evaluation laboratory (DEMATEL) technique. A case study of an Indian hospital is taken for testing the relevancy of the research.FindingsISM identified the six hierarchical levels of the enablers and MICMAC classified the enablers into four categories based on the driving and dependence power of the enablers. The fuzzy DEMATEL technique categorized the enablers into cause and effect groups. Four enablers were found in the effect group and eleven enablers were identified in the cause group.Practical implicationsThis research will help the managers in identifying the enablers of sustainability to implement in the SOSC and to handle the critical enablers with care.Originality/valueThis is the first of its kind of study which not only identifies the key enablers to achieve sustainability in the SOSC but also derives the hierarchy levels of enablers and categorizes these enablers into cause and effect groups.