The layers of relational communication in evaluating health care services

2015 ◽  
Vol 9 (4) ◽  
pp. 349-368
Author(s):  
Doo Syen Kang ◽  
SYNG POM CHOY
Keyword(s):  
Public Relations ◽  
Information Search ◽  
Structural Equation ◽  
Evaluation Process ◽  
Healthcare Services ◽  
Good News ◽  
Equation Modeling ◽  
Value Assessment ◽  
Content Type ◽  
Service Value

Purpose – This study aims to determine communication factors in various social settings that influence a comprehensive evaluation process ranging from information search before selecting a service organization to a service value assessment after using healthcare services. Design/methodology/approach – An empirical study using structural equation modeling tests the relationships among factors of the social environment in pre- and post-consumption evaluations with a sample of over 400 outpatients. Findings – The results indicate that service value evaluations are influenced by health-related communications with family before being diagnosed, opinions from family and friends in the decision-making process and interaction with other patients after choosing a hospital. The level of evaluation is mediated by how willing consumers are to exchange thoughts and ideas with others. Research limitations/implications – Future studies could consider the differences in gender and culture, and include more various resources such as patients from different hospitals and geographical areas for better generalizability. Practical implications – The paper identifies the importance of understanding how social relationships are involved in creating satisfied customers who will be loyal, generate good news and recommend services to others. The findings are conducive to planning and executing public relations strategies throughout the pre- and post-purchase process. Originality/value – Unlike the previous research that focused on service provider-oriented factors influencing customer satisfaction, the study investigates the effect of consumer-oriented social elements on service value evaluation to extend the horizon of public relations planning.

Webrooming and showrooming: a multi-stage consumer decision process

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Srabanti Mukherjee ◽  
Swagato Chatterjee
Keyword(s):  
Decision Making ◽  
Information Search ◽  
Structural Equation ◽  
Product Type ◽  
Equation Modeling ◽  
Purchase Decision ◽  
Decision Making Process ◽  
Content Type ◽  
Channel Choice ◽  
Multi Stage

PurposeThe purpose of this research is to propose and validate a theoretical framework explaining web-rooming and showrooming as a multi-stage decision-making process. The authors have used consumer purchase decision-making theories to propose a model that identifies showrooming and webrooming as a combination of two decisions, channel choice during information search and channel choice during actual purchase. Further, the authors explored how various antecedents of showrooming and webrooming have differential effects on various stages of a purchase decision-making process and how product type moderates the relationships.Design/methodology/approachThe authors have conducted empirical research, whereby 243 responses were obtained from a cross-sectional survey. The authors have used structural equation modeling and multiple regression analysis to validate our theoretical model.FindingsWebrooming or showrooming is a multi-stage decision-making process for the consumers. First, consumers decide whether to search online or offline and then whether to buy online and offline. Different individual, purchase context-related and channel related factors impact these decisions. Product type governs which variables will be more important than others.Originality/valueThe research looks to enhance the understanding of the consumer's decision-making process during showrooming and webrooming while also helping retailers design and implement appropriate strategies that could affect consumers during information search and actual purchase.

When love becomes hate: how different consumer-brand relationships interact with crises to influence consumers' reactions

2020 ◽  
Vol 25 (3) ◽  
pp. 357-375 ◽  
Author(s):  
Liang Ma
Keyword(s):  
Public Relations ◽  
Crisis Communication ◽  
Behavioral Intentions ◽  
Structural Equation ◽  
Equation Modeling ◽  
Future Research ◽  
Brand Relationships ◽  
Content Type ◽  
Different Types ◽  
Buffering Effects

PurposeA well-accepted proposition in the literature of corporate strategic communication and public relations is that consumer-brand relationships (CBRs) affect corporate crisis communication. However, it is inconclusive whether CBRs protect or work against brands, because both buffering effects and love-becomes-hate effects have been found. This study attempts to explain and bridge the seemingly inconsistent findings by clarifying the effects of different types of CBRs in different brand transgressions.Design/methodology/approachRe-conceptualizing CBRs into non-identifying relationships and identifying relationships, this study examined the possible interaction effects of CBRs and crises on consumers' attitudes and emotions, which then influence their behavioral intentions. A three-step multi-group structural equation modeling (SEM) was used to analyze the data collected from an online experiment with nearly 900 consumers of two brands.FindingsAlthough non-identifying relationships offer buffering effects, identifying relationships primarily offer love-becomes-hate effects by intensifying negative emotions such as anger and disappointment, which in turn affect consumers' behavioral intentions. Such patterns hold regardless of whether a crisis directly threatens the core meaning of the brand.Originality/valueThis study clarifies the effects of different types of CBRs in crises and shows that deep psychological connections (i.e. identifying relationships) offer love-becomes-hate effects. It suggests that one promising future research direction for crisis communication and public relations scholars is to examine how to mitigate such love-becomes-hate effects so that brands can keep their loyal consumers.

How functional and emotional ads drive smartwatch adoption

2019 ◽  
Vol 29 (3) ◽  
pp. 578-602 ◽  
Author(s):  
Nina Krey ◽  
Stephanie Hui-Wen Chuah ◽  
T. Ramayah ◽  
Philipp A. Rauschnabel
Keyword(s):  
Structural Equation ◽  
Ease Of Use ◽  
Equation Modeling ◽  
Value Assessment ◽  
Content Type ◽  
Personal Innovativeness ◽  
Functional Value ◽  
Value Perceptions ◽  
Likelihood Model ◽  
Symbolic Value

Purpose The purpose of this paper is to examine advertising strategies’ (functional vs emotional) influence on consumers’ evaluation and adoption of smartwatches by drawing on the elaboration likelihood model and the schema incongruity theory. Moderating effects of consumer characteristics (personal innovativeness and extraversion) on the value assessment and attitude relationship are also tested. Design/methodology/approach The model was assessed using partial least squares-structural equation modeling with a sample of 999 non-smartwatch users. Findings Results show that functional ads elicit higher levels of hedonic than functional (usefulness) and ergonomic values (ease of use), whereas emotional ads produce higher levels of functional (usefulness) in comparison to hedonic value (enjoyment). Collectively, functional, ergonomic, hedonic and symbolic values shape consumers’ attitude and their subsequent behavior. In addition, findings demonstrate that extraversion positively moderates the symbolic value–attitude relationship, whereas personal innovativeness negatively moderates the functional value–attitude relationship. Originality/value Smartwatch sales have floundered despite substantial investments in ad campaigns. This study provides novel insights into managing non-users’ value perceptions of smartwatches with the optimal use of ad strategies. Furthermore, it is also one of the first studies to validate the moderating role of extraversion on the symbolic value–attitude link, thus contributing to the emerging literature on wearable technology.

R & D commercialization capability criteria: implications for project selection

2016 ◽  
Vol 35 (3) ◽  
pp. 304-325 ◽  
Author(s):  
Charttirot Karaveg ◽  
Natcha Thawesaengskulthai ◽  
Achara Chandrachai
Keyword(s):  
Decision Making ◽  
Structural Equation ◽  
Evaluation Process ◽  
Equation Modeling ◽  
Evaluation Instrument ◽  
Content Type ◽  
Research Institutes ◽  
Speed Up ◽  
Financial Consultants ◽  
Successful Innovation

Purpose – The purpose of this paper is to study the criteria of R & D commercialization capability by using the successful cases from government research institutes. Design/methodology/approach – The data were collected from 272 entrepreneurs and researchers with a structured questionnaire. The data analysis was carried out by the structural equation modeling (SEM). Findings – The research results revealed that there are six criteria for R & D project commercialization capability, these are arranged according to the significance; marketing, technology, finance, non-financial impact, intellectual property, and human resource. Moreover, the evaluator’s roles, both researchers and entrepreneurs, effect the level of criteria for consideration. Research limitations/implications – This research is derived from samples form voluntary participants from the disclosed lists in the governmental research institutes. Although SEM results provide weight for each R & D commercialization capability that would be the first step for developing the R & D evaluation instrument and the longitudinal will need to investigate. Practical implications – This study provides the holistic R & D commercialization capability criteria to assist entrepreneurs and researchers when faced with R & D commercialization decision. The criteria was developed from successful innovation cases; hence they enhance decision-making potential, provide a guideline of R & D commercialization evaluation process, speed up the decision-making process, and prevent risk of a resource meltdown and increase innovation exploitation. Social implications – The roles of the evaluators are important when considering R & D, hence, to use the same criteria for evaluating the researchers and entrepreneurs seems inappropriate since naturally, the researchers usually lack marketing and financial skills while the entrepreneurs usually lack technological skills and human resources. The answer may be in the form of providing specifics about project requirement, establishment of marketing and financial consultants in research institutes, enhancement of research and development division, or doing the business matching before doing the agreement in order to encourage co-research and increase the technology transfer level. Originality/value – This paper proposes the holistic criteria in order to decrease the ambiguous subjectivity of fuzzy-expert system and to help with effectively funding R & D and to prevent a resource meltdown.

An examination of the e-government service value chain

2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Rajiv Kumar ◽  
Ritu Kumar ◽  
Amit Sachan ◽  
Piyush Gupta
Keyword(s):  
Value Chain ◽  
Structural Equation ◽  
Equation Modeling ◽  
Government Service ◽  
Content Type ◽  
Service Value ◽  
Social And Emotional ◽  
Mediating Role ◽  
Citizen Support ◽  
The Impact

PurposeE-government quality (e-GovQual) and e-government user value (e-GUV) are multidimensional concepts. While previous studies have identified apparent factors influencing e-government satisfaction (e-GovSat) and e-government adoption intention (e-GovAI), such as e-GovQual and e-GUV, but they have neglected to explain the influence of the dimensions of these two concepts. The purpose of this research is to study e-government service value chain (e-GSVC) one-GovQual dimensions, e-GUV dimensions, e-GovSat and e-GovAI.Design/methodology/approachThe study employs a quantitative method to test the hypotheses and validate the proposed model. Data are collected from 378 e-government users across different parts of India comprising of different demographic characteristics. The model is analyzed using structural equation modeling.FindingsThe findings highlight the impact of the dimensions of e-GovQual (efficiency, trust, reliability and citizen support) on the dimensions of e-GUV (functional, economic, social and emotional value) as e-GUV dimensions affect e-GovSat, which in turn influences e-GovAI. The results validate the e-GSVC and also stress the partial mediating role of the dimensions of e-GUV on the relationship between the dimensions of e-GovQual and e-GovSat.Research limitations/implicationsThe sample size of 378 may not be a proper representation of a country like India, which has huge diversity within its vast population.Practical implicationsThe study offers practitioners a clear picture and a useful guide to better understand the drivers of value, satisfaction and adoption in the case of e-government users.Originality/valueThis study is probably the first attempt toward demonstrating the process influencing e-GovSat via e-GUV dimensions originating from excellent e-GovQual dimensions to ultimately trigger e-GovAI.

scholarly journals An inquiry into the transformation of the PR roles’ concept

2015 ◽  
Vol 20 (1) ◽  
pp. 76-89 ◽  
Author(s):  
Christian Fieseler ◽  
Christoph Lutz ◽  
Miriam Meckel
Keyword(s):  
Public Relations ◽  
Gender Gap ◽  
Work Experience ◽  
Structural Equation ◽  
Equation Modeling ◽  
Management Decision ◽  
Role Enactment ◽  
Content Type ◽  
Managerial Role ◽  
Management Decision Making

Purpose – Recent years have seen resurgent interest in professionalism in public relations, with several initiatives to enquire about the state of the communication profession and its part in organizational strategy. The purpose of this paper is to discuss the findings of a quantitative investigation into the work roles of European communication professionals. In particular, the research investigates different professional roles, as developed in previous roles research, while taking a particular look at managerial role enactment. Design/methodology/approach – The authors report the findings of an explorative study among 551 European communication professionals. The measures are used in this study are closely aligned with previous roles research, but modernized. The authors analyzed the data with factor analysis and structural equation modeling. Findings – The authors unfold four distinct contemporary managerial tasks (“diagnosis,” “coaching,” “liaison,” and “execution”), extending previous research rooted in distinguishing these managerial tasks from more technical ones. As a result the authors show that managerial role enactment is predominately determined by education and work experience, with a diminishing gender gap when it comes to performing managerial tasks alone, and that these roles just partly relate to salary but highly relate to job satisfaction, particularly when it comes to taking part in management decision making (tasks that require responsibility, accountability, job diversity, and also an analytical, strategic mindset). Originality/value – The results of the study point to the further transformation of the PR Roles’ concept, turning a more execution oriented job profile into a more managerial and strategically oriented profession.

The excellence of patient-centered healthcare

2018 ◽  
Vol 30 (2) ◽  
pp. 153-167 ◽  
Author(s):  
Andrea Moretta Tartaglione ◽  
Ylenia Cavacece ◽  
Fabio Cassia ◽  
Giuseppe Russo
Keyword(s):  
Patient Satisfaction ◽  
Structural Equation ◽  
Patient Empowerment ◽  
Chronically Ill ◽  
Healthcare Services ◽  
Healthcare Management ◽  
Equation Modeling ◽  
Patient Centered ◽  
Cross Sectional ◽  
Content Type

Purpose Nowadays, international healthcare agendas are focused on patient centeredness. Policies are aimed at improving patient’s satisfaction by enhancing patient empowerment and value co-creation. However, a comprehensive model addressing the relationships between these constructs has not so far been developed. The purpose of this paper is to develop and test a model which explains the effects of patient empowerment and value co-creation on patients’ satisfaction with the quality of the services they experience. Design/methodology/approach The links between patient satisfaction, empowerment and value co-creation are theoretically outlined via an in-depth literature review. The resulting model is tested through a survey administered to 186 chronically ill patients. The results are analyzed through covariance-based structural equation modeling. Findings The results show that patient empowerment positively influences value co-creation which, in turn, is positively related to patient satisfaction. In addition, the analysis reveals that patient empowerment has no direct effects on satisfaction. Research limitations/implications Although the cross-sectional design made it possible to clearly estimate the relationships among variables, it overlooked the longitudinal dimensions of co-creation processes. Practical implications The study provides practitioners with suggestions to design patient-centered healthcare services by leveraging on patient knowledge, participation, responsibility in care and involvement in the value-creation process. Originality/value Over the last decade, healthcare management literature has shifted its focus from healthcare organizations to patients. The number of contributions about patient satisfaction, empowerment and value co-creation exponentially increased. However, these dimensions are often studied separately. This work advances available knowledge by clarifying and testing the relationships between these three constructs.

The effect of consumer self-confidence on information search and share intention

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Khalid Jamil ◽  
Zahid Hussain ◽  
Rana Faizan Gul ◽  
Muhammad Asim Shahzad ◽  
Ahsan Zubair
Keyword(s):  
Information Search ◽  
Information Acquisition ◽  
Structural Equation ◽  
Equation Modeling ◽  
Specific Product ◽  
Content Type ◽  
Self Confidence ◽  
Study Results ◽  
Search For Information

Purpose The knowledge about a specific product develops self-confidence among consumers and facilitates them to share and search for information. This study aims to highlight the effects of consumer’s self-esteem on search and share intentions of information. Furthermore, this relationship was analyzed through the mediation of subjective knowledge (SK). Design/methodology/approach The data were collected from 1,136 Chinese respondents having a perception of purchasing cellphones. To analyze the data, check its normality and validity, analysis of moment structures (AMOS) was used. However, to inspect the relationship of study variables, “structural equation modeling” and Hayes and Preacher’s (2014) model were used to mediate the analysis. Findings The study results revealed that consumer’s self-confidence (information acquisition confidence, persuasive knowledge confidence, personal outcome decision-making and market interface confidence) affect the information search and share the intention of consumers. Additionally, the presence of SK significantly and positively mediates this relationship. Originality/value This study intends to investigate the role of all practical aspects of consumer’s self-confidence in searching and sharing information by mediating the role of SK. Moreover, it used all the possible and useful dimensions, which were ignored by previous studies.

scholarly journals The role of expectations on consumer interpretation of new information

2017 ◽  
Vol 27 (3) ◽  
pp. 569-615 ◽  
Author(s):  
Lina Tan ◽  
John Heath Roberts ◽  
Pamela Danvers Morrison
Keyword(s):  
Structural Equation ◽  
Evaluation Process ◽  
Reference Points ◽  
Equation Modeling ◽  
Prior Beliefs ◽  
Content Type ◽  
Consumer Evaluation ◽  
New Information ◽  
The Relationship

Purpose The purpose of this paper is to investigate the role of consumers’ expectations and their antecedents on beliefs, attitude and behavioral intentions when they respond to new corporate social responsibility (CSR) information about a service firm. Design/methodology/approach Empirically, the authors measure prior beliefs, and then calibrate how those beliefs change in response to a piece of news. The authors develop a conceptual model articulating the nature and antecedents of three types of expectations: would, could and should. The authors use structural equation modeling to test how these expectations influence the consumer evaluation process. Findings The results show that the effect of could expectations on the evaluation process is felt via their influence on would expectations; that is, would expectations fully mediate the relationship between could expectations and attitude toward news. Similarly, attitude toward news fully mediates the relationship between would and should expectations and updated beliefs about the firm. Research limitations/implications In the selected service industry, the findings show that expectations are mediated by the new information that consumers receive when they are updating their prior beliefs. The authors demonstrate the ability to understand the antecedents of expectations, which provides a vehicle by which the organization can influence the consumer evaluation process. Practical implications In practice, managers can identify the antecedents of consumer expectations and thus influence the reference points against which those consumers will evaluate news about their product. Social implications CSR has important implications for multiple stakeholders and the authors calibrate the determinants of how news about the organization’s performance on it may affect consumer decision processes. Originality/value The paper introduces “could” expectations into the services literature, examines the antecedents of the different types of expectations, and studies how their effect is felt through the evaluation process.

Developing a service value measurement scale in retail banking services

2018 ◽  
Vol 36 (4) ◽  
pp. 616-633 ◽  
Author(s):  
Sanjit Kumar Roy ◽  
Rik Paul ◽  
Ali Quazi ◽  
Bang Nguyen
Keyword(s):  
Structural Equation ◽  
Banking Sector ◽  
Retail Banking ◽  
Measurement Scale ◽  
Equation Modeling ◽  
The West ◽  
Banking Services ◽  
Content Type ◽  
Service Value ◽  
Value Measurement

Purpose The purpose of this paper is to develop and validate a scale for measuring consumers’ perceived service value in the Indian retail banking services. This purpose is rooted in the absence of consensus on what constitutes service value and how to measure such value in the above context. Design/methodology/approach The scale development procedure comprised qualitative and quantitative approaches. A list of possible measurement items was compiled based on literature review and expert opinion through focus groups. Data were collected from a sample of 442 respondents representing the Indian retail banking sector using survey instrument and were analyzed using the structural equation modeling. Findings The study revealed a seven-dimensional scale for measuring service which includes service equity, service quality, customer intimacy, product leadership, operational effectiveness, customer communication, and perceived sacrifice. Thus, the scale emerging from this study is consistent with established scales and is applicable to the Indian retail services setting. This study contributes to the knowledge gap by confirming that the west-centric service value measurement scale is moderately applicable to the services sector in India. Originality/value This research is a direct response to calls from the leading marketing pundits to explore the validity and applicability of the existing marketing constructs and models originated in the west to Indian markets. Keeping in mind the established service value measurement scale, this study develops and validates a seven-dimensional scale for measuring service value in an Indian setting with novel sub-dimensions.

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