Patient satisfaction constructs

2015 ◽  
Vol 28 (8) ◽  
pp. 841-854 ◽  
Author(s):  
Muhammad Sabbir Rahman ◽  
Aahad M Osmangani
Keyword(s):  
Healthcare Service ◽  
Design Methodology ◽  
Service Providers ◽  
Cross Sectional Study ◽  
Business Practices ◽  
Cross Sectional ◽  
Content Type ◽  
Private Healthcare ◽  
Healthcare Efficiency ◽  
Practical Implications

Purpose – The purpose of this paper is to examine the five-factor structure of patients’ satisfaction constructs toward private healthcare service providers. Design/methodology/approach – This research is a cross-sectional study. A questionnaire-based survey was conducted with previous and current Bangladeshi patients. Exploratory factor analysis was employed to extract the underlying constructs. Findings – Five underlying dimensions that play a significant role in structuring the satisfaction perceived by Bangladeshi private healthcare patients are identified in this study. Practical implications – The main contribution of this study is identifying the dimensions of satisfaction perceived by Bangladeshi patients regarding private healthcare service providers. Originality/value – Healthcare managers adopt the five identified underlying construct items in their business practices to improve their respective healthcare efficiency while ensuring overall customer satisfaction.

When service providers fail: outsourcing help and consumer attitudes

2018 ◽  
Vol 39 (5) ◽  
pp. 22-30
Author(s):  
Aaron Gazley ◽  
Hamish Simmonds
Keyword(s):  
Design Methodology ◽  
Service Providers ◽  
Home Country ◽  
Service Failure ◽  
Service Recovery ◽  
Content Type ◽  
Consumer Ethnocentrism ◽  
The Impact ◽  
Practical Implications ◽  
Delivery Channel

Purpose The purpose of this paper is to investigate the effect of outsourcing and offshoring on brand loyalty in a service recovery context. In addition, the effect that consumer ethnocentrism has on these relationships is examined. Design/methodology/approach An experiment was designed using a series of service recovery scenarios that manipulated whether the recovery effort was conducted by an in-house/outsourced or local/offshored party. Findings The study shows that while outsourcing service recovery within the home country has no effect on loyalty, outsourcing to an offshore location does. In addition, the effect of offshoring of loyalty is greater for consumers who hold ethnocentric tendencies. Practical implications This research suggests the need to consider the delivery channel of service recovery to recover a service failure and retain customer loyalty. The results show that outsourcing within a local country may be effective, but the risks associated with offshoring are much greater. Originality/value Despite previous attempts to understand outsourcing and offshoring in a range of service scenarios, their role in service recovery is not well understood. Similarly, the impact that ethnocentrism might have on this process is overlooked. This paper therefore responds to calls within business theory, practice and consults for further study in this under-researched area.

Employees’ eldercare demands, strain, and perceived support

2015 ◽  
Vol 30 (2) ◽  
pp. 183-198 ◽  
Author(s):  
Hannes Zacher ◽  
Heiko Schulz
Keyword(s):  
Design Methodology ◽  
Self Report ◽  
Perceived Support ◽  
Use Of Self ◽  
Cross Sectional ◽  
Content Type ◽  
Cross Sectional Design ◽  
The Relationship ◽  
Practical Implications ◽  
Employed Caregivers

Purpose – In many countries, both the number of older people in need of care and the number of employed caregivers of elderly relatives will increase over the next decades. The purpose of this paper is to examine the extent to which perceived organizational, supervisor, and coworker support for eldercare reduce employed caregivers’ strain and weaken the relationship between eldercare demands and strain. Design/methodology/approach – Survey data were collected from 100 employed caregivers from one organization. Findings – Results showed that eldercare demands were positively related to strain, and perceived organizational eldercare support (POES) was negatively related to strain. In addition, high POES weakened the relationship between eldercare demands and strain. Research limitations/implications – The cross-sectional design and use of self-report scales constitute limitations of the study. Practical implications – POES is a resource for employed caregivers, especially when their eldercare demands are high. Originality/value – This research highlights the relative importance of different forms of perceived support for reducing employed caregivers’ strain and weakening the relationship between eldercare demands and strain.

Embracing the change

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Keyword(s):  
Case Studies ◽  
Design Methodology ◽  
Reading Time ◽  
Cutting Edge ◽  
Business Practices ◽  
Sustainable Business ◽  
Content Type ◽  
Pertinent Information ◽  
Practical Implications

Purpose This paper aims to review the latest management developments across the globe and pinpoint practical implications from cutting-edge research and case studies. Design/methodology/approach This briefing is prepared by an independent writer who adds their own impartial comments and places the articles in context. Findings MNEs are grappling with the growing and permanent shift toward sustainable business practices. In EDMs, MNEs face increased challenges, but are able to form markets in the image they want, influencing business practices for the long-term. Originality/value The briefing saves busy executives, strategists and researchers hours of reading time by selecting only the very best, most pertinent information and presenting it in a condensed and easy-to-digest format.

Used vehicle global supply chains: perspectives on a direct-import model

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Yangyan Shi ◽  
Tiru Arthanari ◽  
V.G. Venkatesh ◽  
Samsul Islam ◽  
Venkatesh Mani
Keyword(s):  
New Zealand ◽  
Time Management ◽  
Design Methodology ◽  
Structured Interview ◽  
Global Supply Chains ◽  
Business Practices ◽  
Content Type ◽  
And Performance ◽  
Key Aspects ◽  
Practical Implications

Purpose This study aims to provide a comprehensive understanding of the supply chain (SC) operations of importing used vehicles into New Zealand and how such SCs affect business practices and performance. Design/methodology/approach The study uses an exploratory qualitative semi-structured interview approach to interview the different stakeholders involved in the global used vehicle SC. Findings The research identifies the overall network structure of the used import vehicle SC from Japan to New Zealand and characterises key aspects of its operations and network connections. This paper finds that Japanese buying agents have integrated increasing numbers of services to provide a trouble-free trading platform, which has created a direct-import model for used vehicle companies in New Zealand. Practical implications The findings and recommendations are useful in designing and managing the used vehicle SC for all stakeholders and effective real-time management of uncertain factors. Originality/value The paper primarily analyses SC operations by researching the cooperation and coordination between SC components and networks, based on providing the flow of used vehicles from Japan to New Zealand. It constitutes a pioneering practice-perspective research paper in this domain.

A tabulation of information technology and consumer behavior in hospitality revenue management research

2020 ◽  
Vol 11 (3) ◽  
pp. 575-587
Author(s):  
Tevfik Demirciftci ◽  
ChihChien Chen ◽  
Mehmet Erdem
Keyword(s):  
Information Technology ◽  
Consumer Behavior ◽  
Revenue Management ◽  
Design Methodology ◽  
Service Providers ◽  
Business Environment ◽  
Content Type ◽  
The Past ◽  
Consumer Perspective ◽  
Practical Implications

Purpose The purpose of this paper is to present an overview of revenue management (RM) studies that focus on information technology (IT) and consumer behavior published between 2008 and 2018. Design/methodology/approach In total, 112 articles published in 17 journals were identified and analyzed. Findings This study shows the importance of IT and RM and focuses on the consumer perspective. It also emphasizes that technology is not the enemy of humans: it complements and adds value to their existing jobs. Research limitations/implications Book chapters and conference proceedings related to IT and RM were not included in this study. Besides, only journal papers published in English were included in the study. The categorizing of subjects can be seen as subjective. Practical implications This study helps researchers discover articles from 2008 to 2018 and helps hospitality executives interested in RM technologies from the demand side to use these findings in their business environment. Originality/value Based on the interaction between service providers (hotels) and users (consumers) on IT and RM platforms, the paper identified eight key components that have been relevant over the past decade.

Customer perceptions of CSR authenticity

2018 ◽  
Vol 26 (4) ◽  
pp. 614-629 ◽  
Author(s):  
Saju Jose ◽  
Nilesh Khare ◽  
F. Robert Buchanan
Keyword(s):  
Corporate Social Responsibility ◽  
Social Responsibility ◽  
Design Methodology ◽  
Cross Sectional ◽  
Content Type ◽  
Customer Perceptions ◽  
Novel Approach ◽  
Big Picture ◽  
Corporate Social ◽  
Practical Implications

Purpose The purpose of this paper is to look at corporate social responsibility (CSR)-related actions to see whether they relate to clients’ perception of CSR. Design/methodology/approach Ninety-nine bank customers in Brisbane, Australia were surveyed by mail in a cross-sectional field study. Findings Not all CSR-related behaviors of the organizations were influential to perceptions of social responsibility. Big picture actions for the betterment of humanity were found to be influential to the perception of the firm’s CSR. However, respondents did not relate the firms’ profit and revenue initiatives to social responsibility, other than negativity toward false and misleading practices. Research limitations/implications Results are limited to one industry in Australia. Practical implications Actions for human betterment were found to be influential to the perception of the firm’s CSR. Also the uses of dishonest marketing schemes were seen as detrimental to CSR perceptions of the firm. However, respondents did not connect the firm’s business actions affecting profitability with customers, to their perceptions of its CSR. Thus, the authors conclude that altruism from a “big picture” standpoint has value in shaping CSR perception, but the organization may not always find it necessary to deprioritize profit, or to attempt to weave CSR actions into every aspect of their business. Originality/value The inquiry takes a novel approach to CSR, capturing an unexplored aspect of how CSR is perceived and valued by stakeholders.

scholarly journals Development and validation of the Work Environment Complexity Scale for leaders

2019 ◽  
Vol 32 (2) ◽  
pp. 296-308 ◽  
Author(s):  
Teresa Bezler ◽  
Giovanni B. Moneta ◽  
Gary Pheiffer
Keyword(s):  
Work Environment ◽  
Design Methodology ◽  
Work Demands ◽  
Frequent Change ◽  
Cross Sectional ◽  
Content Type ◽  
Two Factors ◽  
Leadership Research ◽  
Development And Validation ◽  
Practical Implications

Purpose The purpose of this paper is to develop and validate a Work Environment Complexity (WEC) Scale for leaders. Design/methodology/approach The paper uses both cross-sectional and longitudinal data, gathered in the course of major organisational restructuring, using samples from employees (n=305) and leaders (n=120) in two health care organisations. Findings The research developed and validated a scale of WEC for leaders with two factors: frequent change and events, and uncertain work demands. Comparisons between samples suggest diverging employee and leadership representations of WEC. Practical implications Being the first scale to measure the comprehensive construct of WEC, a foundation is laid to measure the amount of complexity in a leader’s work and the functioning of leaders with regards to WEC. Originality/value This paper contributes to leadership research and practice by clarifying the construct of WEC for leaders empirically and validating a bidimensional scale of WEC.

Labour exploitation

2016 ◽  
Vol 24 (3) ◽  
pp. 4-6
Author(s):  
John Chelliah
Keyword(s):  
Design Methodology ◽  
Social Implications ◽  
Business Practices ◽  
Employment Practices ◽  
Content Type ◽  
Labour Exploitation ◽  
Practical Implications ◽  
Legal Consequences

Purpose The purpose of this paper is to highlight the risks faced by employers as a result of subjecting vulnerable employees to exploitative business practices that are akin to slavery. Design/methodology/approach The study considers examples of exploitative approaches that employers have recently adopted. Findings The paper reveals that employers should be aware of the serious legal consequences including imprisonment that could result from slavery like business practices. Research limitations/implications Guides managers in preventing claims of slavery. Practical implications The paper serves to guide managers in preventing claims of slavery or exploitation. Social implications It helps to draw attention to the risks associated with exploitative labour practices at the workplace. Originality/value This paper aims to raise the issue of organizational awareness and preparedness to prevent predatory or exploitative employment practices.

The student-customer orientation questionnaire (SCOQ)

2015 ◽  
Vol 29 (1) ◽  
pp. 115-138 ◽  
Author(s):  
Riina Koris ◽  
Petri Nokelainen
Keyword(s):  
Mixed Methods Research ◽  
Design Methodology ◽  
Customer Orientation ◽  
Educational Experiences ◽  
Educational Experience ◽  
Survey Study ◽  
Educational Institutions ◽  
Cross Sectional ◽  
Content Type ◽  
Practical Implications

Purpose – The purpose of this paper is to study Bayesian dependency modelling (BDM) to validate the model of educational experiences and the student-customer orientation questionnaire (SCOQ), and to identify the categories of educatonal experience in which students expect a higher educational institutions (HEI) to be student-customer oriented. Design/methodology/approach – This paper employs a cross-sectional quantitative survey study, mixed methods research, exploratory factor analysis and BDM. Findings – The validated model of educational experiences and the SCOQ; results indicate that students expect to be treated as customers in some, but not all categories of educational experience. Research limitations/implications – The authors contribute to existing literature on two fronts: the validated model of educational experiences and the categories of educational experience in which students expect to be treated as customers. Practical implications – The validated SCOQ presented in the paper may be used by other HEIs to assess the degree to which students expect a particular HEI to be customer oriented. Also, HEIs should assess students’ expectations concerning student-customer orientation before employing such an approach. Originality/value – The paper presents a validated model of educational experiences and a SCOQ. Additionally, the study does not investigate whether students expect a HEI as such to be student-customer oriented (as most studies have done so far); instead, the aim is to find out whether, in which categories of educational experience and to what extent students expect a HEI to be student-customer oriented. Thus, the study explores the phenomenon of student-customer orientation at a deeper level, i.e. separately at the level of educational experiences.

Agglomeration of fast food companies in Brazil

2017 ◽  
Vol 15 (3) ◽  
pp. 292-312
Author(s):  
Adriana Beatriz Madeira ◽  
Viviana Giampaoli
Keyword(s):  
Fast Food ◽  
Design Methodology ◽  
Food Chains ◽  
Industrial Agglomeration ◽  
Cross Sectional ◽  
Content Type ◽  
Foreign Companies ◽  
Related Information ◽  
Food Market ◽  
Practical Implications

Purpose This study aims to understand how the institutional and populational characteristics of a Brazilian city, that is, size, gross domestic product (GDP), life expectancy, education, violence and amount of workers benefiting from PAT (Workers’ Food Program) bias the agglomeration of fast-food companies. Design/methodology/approach The research involved 7,653 units distributed among 270 brands of fast-food chains (9 foreign and 261 Brazilian) operating in 542 Brazilian cities in 2015 and institutional and populational characteristics information about them. It calculated the Herfindahl index and implemented mixed inflated beta models. Findings The study found out that the agglomeration of establishments is mainly associated with the city’s income per capita, education, GDP and with some differences regarding the origin of the company, Brazilian or foreign. Research limitations/implications The limitations of the study are the availability of Brazilian cities' data and information about the fast-food companies, such as governance-related information and general infrastructure. The study was cross-sectional, which does not analyze the business installation speed. Practical implications This work provides data collection and analyzes which factors may contribute to the knowledge of the Brazilian fast-food market. It stands out that foreign companies do not seem to contemplate city violence. The proposed models can serve as an investors’ foundation to start, expand business and predict the number of establishments in a city. Originality/value The study highlights the relation between the cities’ institutional and populational characteristics and the aggregation of fast-food chains in Brazilian cities, using index commonly applied in industrial agglomeration.

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