A multi-year SEM model predicting the impact of behavior attributes on overall patient satisfaction

2018 ◽  
Vol 35 (9) ◽  
pp. 2006-2034 ◽  
Author(s):  
Quinton Nottingham ◽  
Dana M. Johnson ◽  
Roberta Russell
Keyword(s):  
Patient Experience ◽  
Latent Variables ◽  
Patient Flow ◽  
Third Party ◽  
Content Type ◽  
High Expectations ◽  
Medical Clinics ◽  
Time Period ◽  
Using Data ◽  
The Impact

Purpose Pressure from competition; inflexible third-party reimbursements; greater demand from government, regulatory and certifying agencies; discerning patients; and the quest of healthcare entities for greater profitably place demands and high expectations for service quality impacting overall patient experience. Extending a prior multivariate, single-period model of varied medical practices predicting patient experience to a three-year time period to understand whether there was a change in overall assessment using data analytics. The paper aims to discuss these issues. Design/methodology/approach SEM was employed on a per year and aggregated, three-year basis to gain insights into qualitative psychometric constructs predicting overall patient experience and strength of the relationships. Findings Statistically significant differences were uncovered between years indicating the strength of the relationships of latent variables on overall performance. Research limitations/implications Study focused on data gathered from a questionnaire mailed to patients who visited various outpatient medical clinics in a rural community with over 4,000 responses during the three-year study period. A higher percentage of female respondents over the age of 45 may limit the generalizability of the findings. Practical implications Practitioners can gain a broader understanding of different factors influencing overall patient experience. Administrative processes associated with the primary care provider are inconsequential. Patients are not as concerned with patient flow as they are with patient safety and health. Originality/value This research informs healthcare quality management of psychometrics and analytics to improve the overall patient experience in outpatient medical clinics.

Send-for-review decisions, brand equity, and pricing

2016 ◽  
Vol 50 (1/2) ◽  
pp. 145-165 ◽  
Author(s):  
Chun Qiu ◽  
Peter Popkowski Leszczyc
Keyword(s):  
Brand Equity ◽  
Voluntary Disclosure ◽  
Brand Names ◽  
Third Party ◽  
Digital Cameras ◽  
Content Type ◽  
Brand Quality ◽  
Managerial Implications ◽  
Using Data ◽  
The Impact

Purpose – The purpose of this paper is to study firms’ decisions of voluntary disclosure of high product quality by sending their products to intermediaries for review, and how the nature of the reviews subsequently substitutes the brand names in terms of affecting the price of the product. Design/methodology/approach – Using data on camcorders and point & shoot digital cameras collected from multiple intermediary sources, this paper empirically tests the relationships among brand equity, send for review decisions, the nature of reviews and pricing, controlling for endogeneity. Findings – This paper finds that firms are likely to send their high-quality products to the intermediaries for review, but such likelihood varies across different brands. Relatively weak brands are more likely to send their products for review than relatively strong brands. By doing so, weak brands receive two benefits: first, intermediary reviews help eliminate price differentials between weak brands and strong brands. The more positive is the review, the higher is the price. When intermediary reviews are not obtained, some strong brands effectively charge a price premium over weak brands. Second, intermediary reviews subsequently attract more consumer word of mouth (WOM). The more positive is the review, the more consumer WOM is attracted. Researchlimitations/implications – One limitation is that this paper does not account for the influence of intra-brand competition. The second limitation is related to the assumption that intermediary reviews are accurate. Practicalimplications – This paper offers managerial implications to brand managers concerning send-for-review and pricing decisions. It proposes how managers leverage third-party endorsement in launching a new product. Originality/value – This paper is one of the few papers empirically studying the interaction of two communication approaches: disclosure and brand signaling. It modifies the commonly assumed relationships among brand, quality and price by demonstrating the substitute effect of intermediary reviews and brand names on price. This paper is also the first research that empirically examines the impact of firms’ “send-for-review” decisions on generating consumer WOM. Managerially, this paper substantiates Godes et al.’s (2005) framework on how firms should manage social interactions upon the release of new products.

Evolution of top management’s understanding of product quality in Eastern Europe since the end of communism

2017 ◽  
Vol 29 (1) ◽  
pp. 82-100
Author(s):  
Svetoslav Georgiev ◽  
Emil Georgiev
Keyword(s):  
Eastern Europe ◽  
Product Quality ◽  
Quantitative Research ◽  
Business Performance ◽  
Research Approach ◽  
Senior Managers ◽  
Content Type ◽  
Doing Business ◽  
Using Data ◽  
The Impact

Purpose The purpose of this paper is to analyse the evolution of top management’s understanding of product quality in Bulgaria since the end of communism. The study examines three specific areas: top management’s understanding of the term “quality”; top management’s understanding of the relationship between quality and business performance; and top management’s understanding of the impact of job position on quality. Design/methodology/approach The paper relies on a quantitative research approach by using data from a survey of 186 companies in Bulgaria. Findings The paper suggests that senior managers in Bulgaria continue to base their understanding of “quality” on a single approach (*a characteristic of the communist era), with the product-based and the user-based approaches currently being the two most common ones. At the same time, surprisingly enough, this study claims that senior management in Bulgaria is currently well aware of the importance of quality as a dimension of firm’s competitiveness, and is also highly conscious of its roles’ impact on product quality. Research limitations/implications The results of this study are exclusively based on the case of Bulgaria and must be treated with caution in the case of other former communist states from the Central and Eastern Europe (CEE) region. Practical implications This paper has relevance for both managers and companies doing business in Eastern Europe. Originality/value This is the first paper to provide detailed analysis of the evolution of the understanding of “product quality” in CEE since the end of communism. Moreover, this paper applies, for the first time, Garvin’s five approaches to defining quality within a practical context.

The impact of quality framework application on patients’ satisfaction

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Ayman Abu-Rumman ◽  
Ata Al Shraah ◽  
Faisal Al-Madi ◽  
Tasneem Alfalah
Keyword(s):  
Health Care ◽  
Patient Satisfaction ◽  
Patient Experience ◽  
Positive Impact ◽  
Large Hospital ◽  
Content Type ◽  
Strategic Value ◽  
Quality Awards ◽  
Improved Learning ◽  
The Impact

Purpose This study aims to explore if the application of the customer results criteria contained within the King Abdullah II Award for Excellence (KAIIAE) is correlated with high levels of patient satisfaction within a large hospital based in Jordan. Design/methodology/approach Using a mixed methodology, supported by a pragmatist theoretical approach, a satisfaction survey was conducted with patients accessing the hospital as an in-patient across a range of specialities gathering feedback about different aspects of their care. The results were compared with a self-assessment completed by different speciality teams about the existence and maturity of customer result arrangements implemented as a result of the (KAIIAE). Findings The findings confirmed that quality awards such as the KAIIAE can effectively be applied in a health-care setting and can help provide a framework for improving patient experience and satisfaction. A correlation was found with those specialties that self-assessed themselves more highly in terms of these arrangements and the overall levels of patient satisfaction with that specialty, suggesting that the products of working towards the KAIIAE such as establishing effective patient experience monitoring arrangements and improved learning from complaints, has a positive impact on patient satisfaction. Originality/value There are limited studies which focus specifically on customer results and on the use of the KAIIAE more generally. This study therefore makes a valuable contribution in adding to the debate about the strategic value of working towards formal quality improvement models and awards in health-care settings.

Are atheist consumers less ethical? Investigating the role of religiosity and atheism on consumer ethics

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Denni Arli ◽  
Tuyet-Mai Nguyen ◽  
Phong Tuan Nham
Keyword(s):  
Consumer Ethics ◽  
Intrinsic Religiosity ◽  
Content Type ◽  
Ethical Behaviors ◽  
Segmentation Analysis ◽  
Study Results ◽  
Unethical Behaviors ◽  
The Usa ◽  
Using Data ◽  
The Impact

Purpose There is a perception that non-religious consumers are less ethical than religious consumers. Studies found prejudices against atheists around the world and assumed that those who committed unethical behavior were more likely to be atheists. Hence, first, the purpose of this study is to investigate the effect of consumers’ intrinsic religiosity, extrinsic religiosity and atheism on consumers’ ethical beliefs. Second, this study attempts to segment consumers and identify differences between these segments. Design/methodology/approach Using data from 235 study participants in the USA and 531 in Vietnam. Subsequently, a two-step cluster approach was used to identify segments within these samples. Findings The study results show consumers’ intrinsic religiosity negatively influences all consumers’ unethical beliefs. Similarly, atheism also negatively influences all consumers’ unethical beliefs. This study also complements other studies exploring consumer ethics in developing countries. In addition, the segmentation analysis produced unique segments. The results from both samples (USA and Vietnam) indicated that non-religious consumers are less likely to accept various unethical behaviors compared to religious consumers. Religious consumers are not necessarily more ethical and atheism consumers are not necessarily less ethical. In the end, are implications for business ethics, religious and non-religious leaders on how to view the impact of beliefs on consumer ethical behaviors. Originality/value This is one of the first few studies investigating the impact of atheism on consumer ethics. The results of this study further extend the knowledge of study in consumer ethics by comparing consumers’ religiosity and atheism.

Fuzzy multi-attribute group decision making to identify the order of establishing temporary logistics hubs during disaster response

2019 ◽  
Vol 9 (1) ◽  
pp. 2-21 ◽  
Author(s):  
Rajali Maharjan ◽  
Shinya Hanaoka
Keyword(s):  
Decision Making ◽  
Group Decision Making ◽  
Disaster Response ◽  
Group Decision ◽  
Decision Makers ◽  
Numerical Illustration ◽  
Content Type ◽  
Using Data ◽  
The Impact ◽  
Post Disaster

Purpose The purpose of this paper is to reveal the importance of the order of establishment of temporary logistics hubs (TLHs) when resources (mobile storage units used as TLHs) are limited and to present the development and implementation of a methodology that determines the order of establishment of TLHs to support post-disaster decision making. Design/methodology/approach It employed a decision support system that considers multiple decision makers and subjective attributes, while also addressing the impreciseness inherent in post-disaster decision making for ordering the establishment of TLHs. To do so, an optimization model was combined with a fuzzy multi-attribute group decision making approach. A numerical illustration was performed using data from the April 2015 Nepal Earthquake. Findings The results showed the location and order of establishment of TLHs, and demonstrated the impact of decision makers’ opinions on the overall ordering. Research limitations/implications The study does not discuss the uncertain nature of the location problem and the potential need for relocation of TLHs. Practical implications This methodology offers managerial insights for post-disaster decision making when resources are limited and their effective utilization is vital. The results highlight the importance of considering the opinions of multiple actors/decision makers to enable coordination and avoid complication between the growing numbers of humanitarian responders during disaster response. Originality/value This study introduces the concept of the order of establishment of TLHs and demonstrates its importance when resources are limited. It develops and implements a methodology determining the order of establishment of TLHs to support post-disaster decision making.

The usage of ILLiad and Get It Now at a US medium-sized academic library over a three-year period

2016 ◽  
Vol 44 (2) ◽  
pp. 81-87 ◽  
Author(s):  
Megan Jaskowiak ◽  
Todd Spires
Keyword(s):  
Design Methodology ◽  
Academic Library ◽  
Faculty Members ◽  
Content Type ◽  
Document Delivery ◽  
Time Period ◽  
Inflation Rates ◽  
Delivery Options ◽  
The Impact ◽  
Us University

Purpose As medium-sized academic libraries’ budgets continue to shrink or cannot compete with inflation rates, document delivery options like ILLiad and unmediated Get It Now can play a prominent role in providing content lost due to the inevitable cancellation of serial subscriptions. This paper aims to evaluate the impact of using these two options in a US university. Design/methodology/approach This paper examines the usage of these two services for the three fiscal years following the implementation of Get It Now at Bradley University. Findings Questions addressed are as follows. How have they been used over the three-year time period? Which user status group has been using them, undergraduates, graduate students or faculty members? Which departments on campus have been using them the most? Originality/value This study is the first to look at the usage of Get It Now and ILLiad together over multiple years.

Building resilience in retail supply chains: Lessons learned from COVID-19 and future pathways

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Atif Saleem Butt
Keyword(s):  
Supply Chain ◽  
Supply Chains ◽  
United Arab Emirates ◽  
Cash Flows ◽  
Lessons Learned ◽  
Third Party ◽  
Structured Interviews ◽  
Cross Sectional ◽  
Content Type ◽  
The Impact

PurposeThis study explores the countermeasures taken by retailers to mitigate the effects of COVID-19 on supply chain disruptions.Design/methodology/approachThis research uses a multiple case study approach and undertakes 36 semi-structured interviews with senior management of the four largest retailers of the United Arab Emirates. The respondents were designated at different positions such as Vice President, Director and Project Manager.FindingsResults reveal that retailers are employing six countermeasures to mitigate the effects of COVID-19 on supply chains. Particularly, retailers are securing required demand, preserving cash flows, redirecting inventory, adding capacity to their distribution centres, becoming more flexible with their direct or third-party logistics provider and finally widening delivery options for their suppliers to mitigate the impact of COVID-19.Research limitations/implicationsThis study has some limitations. First, the results of this study cannot be generalized to a broader population as it attempts to build an initial theory. Second, this study uses a cross-sectional approach to explore the countermeasures employed by retailing firms to mitigate the effects of COVID-19.Originality/valueA notable weakness in a supply chain disruption literature is an unfulfilled need for research examining the strategies employed by retailers to respond to/address the challenges posed by COVID-19. Our study fills this gap.

The impact of exporting on women's employment

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Begum Dikilitas ◽  
Burcu Fazlioglu ◽  
Basak Dalgic
Keyword(s):  
Manufacturing Firms ◽  
Female Employment ◽  
Women's Employment ◽  
Employment Rate ◽  
Women’S Employment ◽  
Firm Level ◽  
Content Type ◽  
Time Period ◽  
Employment Rates ◽  
The Impact

PurposeThis paper aims to examine the effect of exports on women's employment rate for Turkish manufacturing firms over a recent period of 2003–2015.Design/methodology/approachThe authors establish treatment models and use propensity score matching (PSM) techniques together with difference-in-difference methodology.FindingsThe results of the study indicate that starting to export increases women’s employment rate for manufacturing firms. Gains in female employment rates are observed for the firms operating in low and medium low technology intensive sectors, low-wage sectors as well as laborlabor-intensive goods exporting sectors.Originality/valueThe authors complement previous literature by utilizing a rich harmonized firm-level dataset that covers a large number of firms and a recent time period. The authors distinguish between several sub-samples of firms according to technology intensity of the sector in which they operate, wage level and factor intensity of exports and investigate whether or not women gain from trade in terms of employment opportunities.

The impact of online reviews on product returns

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Xiaofei Li ◽  
Baolong Ma ◽  
Hongrui Chu
Keyword(s):  
Structural Equation ◽  
Secondary Data ◽  
Online Reviews ◽  
Quantitative Model ◽  
Negative Consequences ◽  
Product Returns ◽  
Content Type ◽  
High Expectations ◽  
Product Return ◽  
The Impact

PurposeThe value of online reviews has been well documented by academics and practitioners. However, to maximise the benefits of consumer reviews, online sellers must avoid the negative consequences associated with customer feedback, such as reputation loss, or product returns after purchase. In developing a better understanding of the relationships between online reviews and their potential for negative impacts, this research aims to explore product returns. Through a quantitative model, this research demonstrates why online reviews can result in product return behaviours.Design/methodology/approachThe hypotheses were tested via two studies. In Study 1, the authors examine the direct effects of review valence and review volume on product returns by analysing secondary data on 4,995 stores on China's Taobao.com. Study 2 further extends and validates the findings of Study 1 with a survey sample of 795 participants across several online shopping platforms. This analysis examines the mechanics and conditions that influence the relationships between online reviews and product returns through partial least squares-structural equation modelling (PLS-SEM).FindingsThe results show that both review valence (i.e. average star ratings) and the number of reviews can increase the probability of product returns due to the high expectations that result from positive online reviews. Further, the effect of review valence on product returns is stronger for first-time purchasers at a store. In terms of mitigation, the analysis shows that bilateral communications between sellers and buyers can temper the unrealistic expectations set by positive reviews, leading to fewer product returns.Originality/valueThis research adds to the literature on online reviews by exploring the negative consequences of online reviews and the role they play in online purchasing decisions. The findings also provide direct evidence as to why online reviews can result in more product returns, adding clarity to extant research which contains conflicting conclusions as to how online reviews affect product return behaviours.

Effect of R&D subsidies and tax credits on the innovative processes of Chilean firms

2020 ◽  
Vol 33 (3/4) ◽  
pp. 517-534
Author(s):  
Cristian Mardones ◽  
Florencia Ávila
Keyword(s):  
Instrumental Variables ◽  
Design Methodology ◽  
Tax Credits ◽  
Lower Percentage ◽  
Crowding Out ◽  
Content Type ◽  
Pseudo Panel ◽  
Using Data ◽  
The Impact ◽  
Positive Effect

PurposeThe purpose of this study is to evaluate the impact of research and development (R&D) subsidies and tax credits on the innovative processes of Chilean firms.Design/methodology/approachProbit and tobit models for pseudo-panel with instrumental variables are estimated using data from different versions of the Innovation Survey covering the period 2007–2016.FindingsThe results show that R&D subsidies and tax credits have a statistically significant and positive effect on the probability of performing internal and external R&D, but do not affect the intensity of R&D spending, reflecting a crowding-out effect on private funds of both instruments. On the other hand, firms that simultaneously receive R&D subsidies and tax credits have a lower percentage of innovative sales. Furthermore, there are not effects statistically significant of the R&D subsidies and/or tax credits on the number of intellectual property rights applications.Originality/valueIt is concluded that both instruments have not been effective to encourage innovative outputs in Chilean firms.

Sign in / Sign up

Export Citation Format

Share Document