Purpose: The aim of this paper is to study pharmacy service impact on patient satisfaction and to determine what factors saliently link with pharmaceutical service performance at Hamad General Hospital.Design/methodology/approach: A patient satisfaction questionnaire was designed using the literature and consultation with Hamad General Hospital medical experts. The questionnaire contained 22 items that focused on five influencing factors: promptness; attitude; supply; location; medication education; and respondent demographic aspects. A total of 220 respondents completed the questionnaire. An exploratory factor analysis was used to group items and a structural equation model was developed to test causality between five factors along with their influence on patient satisfaction.Findings: The study establishes statistical evidence that patient satisfaction is positively influenced by service promptness, pharmacist attitude, medication counseling, pharmacy location and waiting area. Several socio‐demographic characteristics have statistically different effect on satisfaction, notably: gender; marital status; health status; age; educational level; and ethnicity. However, medication supply did not influence patient satisfaction.Practical implications: Pharmaceutical services are recognized as an essential healthcare‐system component. Their impact on customer satisfaction has been investigated in many countries; however, there is no such study in Qatar.Originality/value: The findings identify pharmaceutical service performance indicators and provide guidelines to improve Qatari pharmaceutical services.

Purpose: The purpose of this paper is to conduct a structured literature review using advanced bibliometric tools to understand the existing knowledge base, understand the trends in omni-channel (OC) research and identify emerging research topics.Design/methodology/approach: More than 500 articles selected through a keyword combination search from reputed databases of peer-reviewed academic sources from period 2009–19 are analyzed for the purposes of this study. The study first presents an exploratory analysis to determine influential authors, sources and regions, among other key aspects. Second, several network analyses including co-citation and dynamic co-citation network analyses are conducted to identify themes. These allow identifying research clusters and emerging research topics algorithmically. Both centrality and modularity-based clustering are employed. A content analysis of the most influential groups within OC literature for each cluster is included.Findings: The findings of this paper make unique contributions by using advanced tools from network analysis along with the standard bibliometric analysis tools to explore the current status of OC research, identify existing themes and the guidance for potential areas of future research interest in OC.Practical implications: This research provides a comprehensive view of the range of topics of importance that have been discussed in the literature of OC management. These research trends can serve as a quick guide to researchers and practitioners to improve decision making and also develop strategies.Originality/value: The paper employs advanced tools for the first time to review the literature of OC retailing. The sophisticated tools include co-citation and dynamic co-citation network analysis.