Exploring the dual effects of perceived waiting on healthcare service satisfaction among outpatients

2019 ◽  
Vol 32 (2) ◽  
pp. 495-518
Author(s):  
Yi-Fen Liu ◽  
Jun-Fang Liao ◽  
Jacob Jou
Keyword(s):  
Social Interaction ◽  
Waiting Time ◽  
Healthcare Service ◽  
Design Methodology ◽  
Qualitative Interviews ◽  
Healthcare Quality ◽  
Content Type ◽  
Positive Effects ◽  
Underlying Mechanisms

Purpose The purpose of this paper is to explore healthcare waiting time and the negative and positive effects (i.e. the dual effects) it has on outpatient satisfaction. Design/methodology/approach Self-administered surveys with 334 outpatients and follow-up interviews with 20 outpatients in three large hospitals in Taiwan were conducted to collect data. Findings Quantitative surveys demonstrated that perceived waiting time correlated with satisfaction negatively first but then positively. Satisfaction also correlated with doctor reputation and patient sociability. Follow-up qualitative interviews further revealed that, for some patients, waiting contributed positively to patient evaluations through signaling better healthcare quality and facilitating social interaction. Originality/value This research demonstrated the possibility that waiting might have positive effects on healthcare satisfaction. It also identified variables that could produce greater positive perceptions during hospital waiting and underlying mechanisms that could explain how the positive effects work. This research may potentially help hospitals with a better understanding of how they can improve patients’ waiting experiences and increase satisfaction.

Using, spending, wasting and killing time in airports

2017 ◽  
Vol 11 (3) ◽  
pp. 392-405 ◽  
Author(s):  
Bodil Stilling Blichfeldt ◽  
Aurimas Pumputis ◽  
Kiya Ebba
Keyword(s):  
Waiting Time ◽  
Design Methodology ◽  
Qualitative Interviews ◽  
Small Scale ◽  
Focus Group Interviews ◽  
Content Type ◽  
Group Interviews ◽  
Pass Through ◽  
Airport Terminals ◽  
Practical Implications

Purpose Travelers are both surrounded by and perform places, thus making places ambiguous sites that “come alive” when travelers use them and engage in various performances. A place many travelers pass through is the airport. Airports are places where travelers’ performances are restricted in many ways and waiting is a key element of the airport experience. This paper contributes with knowledge on what airport terminals “are”, not as designs or material objects but as places enacted by travelers. In doing so, the paper aims to emphasize on both how travelers “see” airports and how they use them. Design/methodology/approach The study uses different qualitative methods and notions of time and waiting. Sources of data are small-scale netnography, focus group interviews, observations done at airports and qualitative interviews. Findings The study shows that airport terminals are heterogeneously enacted environments that are heavily inscribed with the mundane act of waiting and travelers use a series of different strategies to “use”, “spend” and “kill” time. Furthermore, whereas more affluent travelers spend waiting time using airports’ commercial offerings (shopping, restaurants, bars, etc.), less affluent travelers do not have the same options. Research limitations/implications The research points to airport terminals as not only “places of movement and mobility” but also “places of waiting” inscribed with boredom and travelers actively fight boredom by spending, using and killing time in a variety of ways. Furthermore, the study points to significant differences between affluent travelers and other travelers and differences between people travelling alone and in groups. Therefore, a call is made for research focusing on less affluent travelers, people traveling in groups and on waiting and waiting time. Practical implications The study suggests that airports are more than consumerscapes and places of movement, hereby questioning the current focus on commercial revenues. Social implications The study points to airport space as space “inhabited” not only by travelers willingly taking on the roles as consumers but also by travelers that kill, spend and use waiting time in other ways, hereby questioning the idea that airports are places for the “elite”. Originality/value Travelers associate airports with boredom and inscribe them with waiting. However, travelers “fight” boredom and waiting with performances and acts designed to use, spend, pass and “kill” time. Hereby, travelers not only accept but also construct the seemingly mundane act of waiting as restricted, negotiated and confined, but nevertheless meaningful performances.

Drivers of purchase behavior and post-purchase evaluation in the Singles’ Day promotion

2019 ◽  
Vol 36 (6) ◽  
pp. 835-845 ◽  
Author(s):  
Lingli Wang ◽  
Qiang Yan ◽  
Wenjing Chen
Keyword(s):  
Social Influence ◽  
Design Methodology ◽  
Purchase Behavior ◽  
Purchase Decisions ◽  
Content Type ◽  
Mixed Methods Approach ◽  
Positive Effects ◽  
Post Purchase ◽  
The Relationship

Purpose The purpose of this study is to examine the strategies used by consumers to control themselves in the Singles’ Day promotion. It also examines how promotion and social influence affect consumers’ purchase behavior and post-purchase evaluation. Design/methodology/approach A mixed methods approach including a quantitative study (N = 480) and a follow-up qualitative study (N = 35) was conducted to verify the hypotheses and provide deeper insights. Findings This study demonstrates that consumers allocate in-store slack in shopping budgets to restrict unplanned purchases and in-store slack is positively related to post-purchase evaluation. Social influence, which helps consumers rationalize purchase decisions, has positive effects on planned purchases and post-purchase evaluation. Both promotion strength and promotion range moderate the relationship between in-store slack and unplanned purchases. Originality/value Most studies investigate how promotion designs affect consumers’ in-store decision-making. This study focuses on the Singles’ Day promotion in China and examines the tactics consumers use to control purchase behavior in the promotion.

Sprawl of the COVID-19 in changing scenario: a methodology based on social interaction

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Gaurav Kumar ◽  
Akshay Kumar ◽  
Farhan Mohammad Khan ◽  
Rajiv Gupta
Keyword(s):  
Social Interaction ◽  
Design Methodology ◽  
Mitigation Strategy ◽  
Recent Past ◽  
Scenario Development ◽  
Worst Case ◽  
Content Type ◽  
Management Scheme ◽  
Business As Usual ◽  
Inter State

PurposeThere are several methods developed in the recent past to predict the spread of COVID-19 in different countries. However, due to changing scenarios in terms of interaction among people, none could predict the case close to the actual figures. An attempt to simulate people's interaction due to economic reopening concerning the confirmed cases at various places as per changing situation has been made. The scenario development method's base lies in the hypothesis that if there were no inter-state transportation during India's lockdown after May 24th, the number of infection cases would have started lowering down in a normalized progression.Design/methodology/approachThis study has developed three scenarios from the worst to the business-as-usual to the best in order to project the COVID-19 infections in India concerning infections observed from January 30th till May 24th, 2020, since the domestic flights became operational from May 25th, 2020, in India.FindingsBased on the observed cases till May 24th, the rise of cases is projected further in a random progression and superimposed to the normal progression. The results obtained in the three scenarios present that worst case needs complete lockdown, business-as-usual case needs regulatory lockdown and best case assures complete lockdown release by the second week of September 2020. This study suggests the preparedness and mitigation strategy for a threefold lockdown management scheme in all-inclusive.Originality/valueThe work has been done on a hypothesis which is solely original.

Influence of self-disclosure of Internet celebrities on normative commitment: the mediating role of para-social interaction

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Edward Shih-Tse Wang ◽  
Fang-Tzu Hu
Keyword(s):  
Social Interaction ◽  
Private Life ◽  
Influential Factor ◽  
Equation Modeling ◽  
Normative Commitment ◽  
Self Disclosure ◽  
Content Type ◽  
Mediating Role ◽  
Positive Effects

PurposeFor Internet celebrities, self-disclosure (SD) is a crucial step in building relationships with their followers who perceive this communication as para-social interaction (PSI), which facilitates socialization among followers. Normative commitment (NC) is critical for creating bonds among community members that are strengthened through socialization. However, research on the predictive relationships among SD, PSI and NC has been insufficient. This paper aims to investigate the effects of two facets of Internet celebrity SDs (i.e. private life and opinion) and two facets of PSI (i.e. companionship and following) on NC. The mediating role of PSI on the effects of SD on NC was also analyzed.Design/methodology/approachPeople who follow at least one Internet celebrity on a social networking site were recruited to participate in this study, and 494 valid questionnaires were collected for examination. The collected data were analyzed using structural equation modeling (SEM).FindingsThe results revealed that both private-life and opinion SDs have positive effects on companionship and following PSI, which consequently influence NC. A mediation test revealed that companionship and following PSI mediate the effects of private-life and opinion SD on NC. This study's findings also revealed that NC is influenced more by following PSI than it is by companionship PSI. Furthermore, opinion SD was determined to be the more influential factor in following PSI, whereas private-life SD was the more influential factor in companionship PSI.Originality/valueThis paper is useful for understanding the influence mechanism of the SD of Internet celebrities on PSI and NC.

The big bath of demonetization in India: strike on black money for corporate governance

2018 ◽  
Vol 21 (4) ◽  
pp. 594-600 ◽  
Author(s):  
Sandeep Goel
Keyword(s):  
Corporate Governance ◽  
Design Methodology ◽  
Content Type ◽  
Positive Effects ◽  
Corporate World ◽  
The World ◽  
Future Improvement ◽  
Policy Measures ◽  
The Government ◽  
Practical Implications

Purpose This paper aims to focus on the concept of abolition of black money and the demonetization movement started in India for cleaning black money and its impact on corporate world and Indian economy. It discusses the corporate governance effect of the demonetization scheme and various policy measures taken by the government to unearth and curb the black money in the country. It also states the challenges in its process of implementation and implications for future. Design/methodology/approach It appraises and reviews the concept of demonetization and its process in India since its implementation on November 8, 2016. Findings The biggest positive effects of this move were eradication of stocked and staked up money, cleansing of the financial system and improving governance in India. But its implementation had mix outcomes with its own challenges for future improvement. Practical implications The lessons drawn from the experience are expected to pave way for the countries at large. Originality/value It is an original paper on demonetization in India, and it is hoped that the lessons learnt thereof will pave the way for the world at large.

scholarly journals Reasons patients leave their nearest healthcare service to attend Karen Park Clinic, Pretoria North

2013 ◽  
Vol 5 (1) ◽  
Author(s):  
Agnes T. Masango- Makgobela ◽  
Indiran Govender ◽  
John V. Ndimande
Keyword(s):  
Healthcare Provider ◽  
Waiting Time ◽  
Healthcare Service ◽  
Waiting Times ◽  
Healthcare Providers ◽  
Descriptive Study ◽  
Staff Attitudes ◽  
Quality Service ◽  
Cross Sectional

Background: Many patients move from one healthcare provider or facility to another, disturbing the continuity that enhances holistic patient care.Objectives: To investigate the reasons given by patients for attending Karen Park Clinic rather than the clinic nearest to their homes.Methods: A cross-sectional descriptive study was conducted during 2010. Three hundred and fifty patients attending Karen Park Clinic were given questionnaires to complete, with the following variables: place of residence; previous attendance at the clinic nearest their home; services available at their nearest clinic; and their willingness to attend their nearest clinic in future.Results: Respondents were from Soshanguve (153; 43.7%), Mabopane (92; 26.3%), Garankuwa (29; 8.3%) and Hebron (20; 5.7%) and most were women (271; 77.4%) aged 26–45 (177; 50.6%). Eighty per cent (281) of the patients had visited their nearest clinic previously and 54 of these (19.2%) said they would not return. The reasons for this were: long waiting time (88; 25.1%); long queues (84; 24%); rude staff (60; 17%); and no medication (39; 11.1%).Conclusion: The majority of patients who had attended their nearest clinic were adamant that they would not return. It is necessary to reduce waiting times, thus reducing long queues. This can be achieved by having adequate, satisfied healthcare providers to render a quality service and by organising training for management. Patients can thus be redirected to their nearest clinic and the health centre’s capacity can be increased by procuring adequate drugs. There is a need to follow up on patients’ complaints about staff attitudes.

Energy consultants calculating sustainability for residential buildings

Facilities ◽  
2019 ◽  
Vol 37 (11/12) ◽  
pp. 825-838 ◽  
Author(s):  
Roger Andre Søraa ◽  
Håkon Fyhn ◽  
Jøran Solli
Keyword(s):  
Design Process ◽  
Energy Efficient ◽  
Design Methodology ◽  
Residential Buildings ◽  
Qualitative Interviews ◽  
Implementation Process ◽  
Building Sector ◽  
Content Type ◽  
Practical Implications

PurposeThis paper aims to investigate the role of a particular energy calculator in enhancing the energy efficiency of existing homes by asking how this calculator was developed and how it is domesticated by craftspeople working as energy consultants.Design/methodology/approachThe study is based on qualitative interviews with users and producers of the energy calculator (n= 22), as well as participation in energy consultation training.FindingsThe paper finds that, in the energy calculator, there is a striking lack of connection between the domestication and script because of lack of energy consultants’ involvement in the design and implementation process.Practical implicationsThe enrolment of energy consultants as energy calculator users earlier in and throughout the design process could be valuable in making the transition to an energy-efficient and environmentally friendly building sector.Social implicationsThe paper argues for recognition of the role of energy consultants, especially craftspeople, as participants in the design process for tools of governance. This is a call to acknowledge the value of particular skills and experiences possessed by craftspeople doing home consultation.Originality/valueBy understanding the intricate developer–user synchronicity in tools developed for upgrading the building sector, energy mitigation can be made more effective.

Development idiosyncratic deals and career success

2016 ◽  
Vol 21 (1) ◽  
pp. 19-30 ◽  
Author(s):  
Sylvie Guerrero ◽  
Hélène Jeanblanc ◽  
Marisol Veilleux
Keyword(s):  
Career Success ◽  
Design Methodology ◽  
Career Planning ◽  
Hierarchical Level ◽  
Objective Measures ◽  
Idiosyncratic Deals ◽  
Content Type ◽  
Positive Effects ◽  
Antecedents And Consequences ◽  
Practical Implications

Purpose – The purpose of this paper is to rely on the sponsored-mobility perspective of career success (Turner, 1960) to explore the antecedents and consequences of development idiosyncratic deals (i-deals). The authors position career planning as an antecedent of development i-deals, and subjective and objective measures of career success as an outcome. Design/methodology/approach – The authors led a two-wave study among a sample of 325 engineers to test the research hypotheses. Findings – Results support the hypotheses. Development i-deals are positively related to three objective measures of career success (e.g. promotions, hierarchical level, and salary) and one subjective measure of career success (e.g. career satisfaction). Practical implications – The results offer new perspectives to practitioners who want to better manage the careers of their talented employees by highlighting the positive effects of development i-deals on career success. Originality/value – This paper relates i-deals to the field of careers.

Individual unlearning, organizational unlearning and strategic flexibility

2019 ◽  
Vol 14 (1) ◽  
pp. 2-18 ◽  
Author(s):  
Xiangyang Wang ◽  
Ying Qi ◽  
Yingxin Zhao
Keyword(s):  
Theoretical Model ◽  
Survey Data ◽  
Design Methodology ◽  
Mediating Effect ◽  
Strategic Flexibility ◽  
Content Type ◽  
Positive Effects ◽  
The Relationship

PurposeThe purpose of this paper is to explore the relationship between unlearning and strategic flexibility from the down-up change perspective.Design/methodology/approachDrawing on the routine-updating process, this study builds a theoretical model and examines it using survey data from 233 firms in China.FindingsUnlearning is the enabler to strategic flexibility. Specifically, individual unlearning and organizational unlearning both have positive effects on strategic flexibility. Organizational unlearning exerts a partly mediating effect on the relationship between individual unlearning and strategic flexibility.Originality/valueThe paper examines the different mechanisms of individual and organizational unlearning on strategic flexibility and suggests that unlearning is a useful method or approach for strategic flexibility. In addition, this study is useful to help managers or practitioners determine how to embrace strategic flexibility by unlearning.

Trust-culture leadership in local public administrators’ work

2018 ◽  
Vol 14 (4) ◽  
pp. 260-273 ◽  
Author(s):  
Matthew R. Fairholm ◽  
Michael K. Dzordzormenyoh ◽  
Godlove A. Binda
Keyword(s):  
Local Government ◽  
Design Methodology ◽  
Local Level ◽  
Qualitative Interviews ◽  
Public Administrators ◽  
Content Type ◽  
Public Leadership ◽  
Public Managers ◽  
The Usa ◽  
Public Leaders

Purpose Trust and culture are common themes in leadership literature and research. The purpose of this paper is it to describe an emergent model of trust-culture leadership from the comments of local government managers in the USA. The environment of local government requires a level of trust between government and citizens. Comments from local government managers suggest trust is also a component of leading public organizations. The elements of the model culled from practical insights serve to both verify and elucidate much of what is found in leadership theory in a local government context. Design/methodology/approach This research is based on qualitative interviews of practicing local government managers coupled with an analysis of essays on leadership also written by local government managers. Findings The research indicates eight elements of a model divided into three categories (descriptions of leadership in practice, tools and behaviors, and approaches to followers) that help to both describe and perhaps prescribe the work of trust-culture leadership in a local government context. Originality/value While some of what is summarized below is found in leadership literature already, the fact that these elements of leadership are intuitive to local government managers and internalized in their practice is significant. Linking both trust and culture in leadership literature is limited, and linking them both to the practical insights of public managers is even more unique. The findings verify that public leaders at the local level actually engage in leadership of a particular sort, that of trust-culture leadership. It highlights the priority of trust in local government administration. The elements of the model serve to offer public managers specific things to focus on to promote trust-culture leadership and suggest to public leadership scholars specific avenues for further investigation.

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