Operations-oriented strategies and patient satisfaction: the mediating effect of service experience

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Kwabena G. Boakye ◽  
Hong Qin ◽  
Charles Blankson ◽  
Mark D. Hanna ◽  
Victor R. Prybutok
Keyword(s):  
Health Care ◽  
Patient Satisfaction ◽  
Direct Effect ◽  
Service Recovery ◽  
Mediating Effect ◽  
Equation Modeling ◽  
Survey Method ◽  
Service Experience ◽  
Content Type ◽  
The Relationship

Purpose The purpose of this study is to explore the direct and indirect effects of perceived provider professionalism and service recovery in enhancing patient satisfaction in a developing country. Design/methodology/approach This study used a survey method to investigate satisfaction among health-care consumers. This study used data collected from 210 health-care consumers to empirically test the hypotheses via structural equation modeling Findings This study found that service recovery has a significant direct effect on patient satisfaction. Though this study did not find perceived provider professionalism to have a direct effect on patient satisfaction, it found an indirect effect in the relationship via service experience. Thus, service experience fully/completely mediates the relationship between perceived provider professionalism and patient satisfaction, while partially mediating the significant relationship between service recovery and patient satisfaction. Originality/value The results further underscore the need for health-care organizations in developing countries to focus on mindfully developing operations-oriented strategies that lead to the delivery of memorable service experiences for patients.

Effects of contractual flexibility on conflict and project success in megaprojects

2018 ◽  
Vol 29 (2) ◽  
pp. 253-278 ◽  
Author(s):  
Guangdong Wu ◽  
Xianbo Zhao ◽  
Jian Zuo ◽  
George Zillante
Keyword(s):  
Direct Effect ◽  
Indirect Effect ◽  
Structural Equation ◽  
Project Success ◽  
Mediating Effect ◽  
Equation Modeling ◽  
Content Type ◽  
Different Types ◽  
Negative Effect ◽  
The Relationship

Purpose This study aims to investigate the influence of contractual flexibility on different types of conflict, determine if contractual flexibility is significantly correlated with project success between contracting parties, verify the mediating effect of project conflicts on the relationship between contractual flexibility and project success and examine the relationship between different types of conflicts and project success in megaprojects. Design/methodology/approach A theoretical model was developed and a structured questionnaire survey was conducted with 468 professionals. The structural equation modeling technique was used to analyze the data. Findings The results showed that both types of contractual flexibility – term and process flexibility – were correlated with and significantly positively affected project success, and term flexibility was found to have a greater influence. The introduction of project conflicts significantly weakened the relationship between contractual flexibility and project success, verifying the partial mediating effect of conflicts. All types of project conflicts play a destructive role in achieving project success; relationship conflict had the largest negative effect. Contractual flexibility affects two paths with respect to project success: the direct path (contractual flexibility → project success) and the indirect path (contractual flexibility → conflict → project success). The direct effect of contractual flexibility on project success is positive; the corresponding indirect effect is negative. The direct effect is greater than the corresponding indirect effect. Research limitations/implications Different types of conflicts may mutually transform to extent certain degree. However, this study did not address the potential influence of conflict transformation on project success. The results implied that more emphasis should be placed on contractual terms, particularly on developing flexible terms in the contractual document, when implementing megaprojects. Meanwhile, this study reveals the effects of conflicts on project success in megaprojects, which provides a useful reference for project stakeholders to avoid the negative effect of conflicts. Practical implications This study provides a better understanding of the relationship between contractual flexibility, types of conflicts in megaprojects and a reliable reference for the project manager to effectively deal with these related issues. This implies the contracting parties strengthen communication and cooperation to establish a trust mechanism, while reducing the negative influence of project conflicts and enhancing the positive effect of contractual flexibility. Originality/value Few studies have investigated the effects of contractual flexibility on conflict and project success in megaprojects; this study contributes significant theoretical and practical insights to contract management and conflict management and provides a reliable reference to achieve project success.

Supervisor-directed OCB and deviant behaviors: the role of LMX and impression management motives

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Fenika Wulani ◽  
Tarsisius Hani Handoko ◽  
Bernardinus Maria Purwanto
Keyword(s):  
Impression Management ◽  
Mediating Effect ◽  
Equation Modeling ◽  
Organizational Deviance ◽  
Content Type ◽  
Deviant Behaviors ◽  
Interpersonal Deviance ◽  
The Impact ◽  
The Relationship

PurposeThis study investigates the effect of supervisor-directed organizational citizenship behavior (OCB) on leader–member exchange (LMX), the moderating role of impression management motives on this relationship, the effect of LMX on organizational and interpersonal deviance and the mediating effect of LMX on the relationship between supervisor-directed OCB and deviant behaviors.Design/methodology/approachThis study uses a survey questionnaire to collect data. Respondents were 342 nonmanagerial employees working in Surabaya Raya, Indonesia. Hypothesis testing is done using Partial least squares structural equation modeling (PLS-SEM).FindingsThe results show that supervisor-directed OCB is positively related to LMX, and LMX is negatively related to organizational deviance but not significantly related to interpersonal deviance. The study also finds that impression management motives moderate the positive relationship between supervisor-directed OCB and LMX. Furthermore, LMX mediates the relationship between supervisor-directed OCB and organizational deviance, but not interpersonal deviance.Practical implicationsThis study suggests the importance of human resource management (HRM) activities and managers being aware of subordinate OCB motives and the impact of LMX on interpersonal and organizational deviance, as well as what supervisors need to do to reduce these negative effects.Originality/valueFew studies examined the relationship between supervisor-directed OCB and workplace deviance behaviors (WDBs). This study provides a mechanism of their relationship by considering LMX as a mediator. Also, heretofore the existing studies tend to focus more on LMX as an antecedent of OCB. This study provides an understanding of OCB as an antecedent of LMX with the moderating effect of impression management motives.

Structural empowerment and serving culture as determinants of organizational identification and turnover intention

2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Radoslaw Nowak
Keyword(s):  
Organizational Identification ◽  
Turnover Intention ◽  
Structural Equation ◽  
Joint Effect ◽  
Mediating Effect ◽  
Equation Modeling ◽  
Structural Empowerment ◽  
Content Type ◽  
Employee Identification ◽  
The Relationship

Purpose This paper aims to provide an alternative explanation for how organizations could increase levels of organizational identification, in turn reducing employee turnover intention. Specifically, the study empirically tests the joint effect of two types of organizational resources – structural empowerment and serving culture (SE*SC) – on employee identification. Moreover, it investigates the mediating effect of organizational identification on the relationship between the joint effect (SE*SC) and turnover intention. Design/methodology/approach The data were collected in 2018 from employees working in a higher education institution located in the USA. Structural equation modeling was used to test the proposed model. Findings Statistical analysis reveals the positive joint effect (SE*SC) on organizational identification and the mediating effect of identification on the relationship between the joint effect (SE*SC) and turnover intention. Originality/value This study contributes to past research by revealing a new important mechanism. Business organizations could increase levels of employee identification and, in turn, reduce turnover by providing empowering resources that allow employees to successfully complete their jobs. Moreover, the study also contributes to practice by providing some recommendations that managers may implement to improve internal effectiveness in their respective organizations.

scholarly journals Impact of Communication on Capital Project Performance: A Mediated Moderation Model

2021 ◽  
Vol 13 (20) ◽  
pp. 11301
Author(s):  
Hong-Long Chen
Keyword(s):  
Direct Effect ◽  
Repeated Measures ◽  
Structural Equation ◽  
Project Performance ◽  
Mediating Effect ◽  
Equation Modeling ◽  
Technical Competence ◽  
Innovative Behavior ◽  
Capital Projects ◽  
The Relationship

Many studies demonstrate the importance of communication in project performance. However, little is known about how project communication exerts its effects on the outcomes of capital projects that have a large impact on environmental and economic sustainability. Using a longitudinal survey and bootstrap-based structural-equation modeling, this study uncovers how project competencies and team innovative behavior affect the relationship between project communication and capital project performance. This study collects repeated measures from project managers at two time points: immediately after the initiation and planning stages end and immediately after project completion. Excluding responses with missing data, this study’s sample includes 108 capital projects. This study finds that project technical and managerial competencies completely mediate the relationship between project communication and project performance. This study also finds that team innovative behavior affects project performance through the mediating effect of project technical competence. Team innovative behavior also moderates the relationship between project technical competence and project performance. Project communication has the largest effect on project performance despite having the smallest direct effect; project managerial competence possesses the next-largest effect on project performance despite having the largest direct effect. This study discusses the managerial and research implications.

Perception of ethical climate and turnover intention among nursing staff: does organizational cynicism mediate?

2018 ◽  
Vol 11 (5) ◽  
pp. 319-332 ◽  
Author(s):  
Yasin Munir ◽  
Muhammad Mudasar Ghafoor ◽  
Amran M.D. Rasli
Keyword(s):  
Nursing Staff ◽  
Turnover Intention ◽  
Ethical Climate ◽  
Sampling Technique ◽  
Mediating Effect ◽  
Equation Modeling ◽  
Content Type ◽  
Organizational Cynicism ◽  
Relationship Of ◽  
The Relationship

Purpose The purpose of this paper is to explore the mediating effect of organizational cynicism between the relationship of perception of ethical climate and turnover intention among nurses working in public sector hospitals. Design/methodology/approach A quantitative approach was utilized and 870 questionnaires were distributed to collect data from nursing staff working in Punjab region of Pakistan by using non-probability multistage sampling technique. A total of 711 questionnaires were returned out of which 668 questionnaires were scrutinized. Additionally, confirmatory factor analysis and structural equation modeling were applied to analyze the data. Findings The results revealed a full mediating effect of organizational cynicism between the relationship of perception of ethical climate and turnover intention. Research limitations/implications The current study has adopted a multistage non-probability sampling technique to collect data because the management of hospitals restricted researcher access to personal information about the nurses. Therefore, at the first stage, the researcher used convenience sampling and at the second stage, the researcher utilized quota sampling to collect the data. Moreover, the findings of the current study are based on cross-sectional data because of the limited time and resources. Practical implications The current study fosters the ongoing debate in organizational studies related to cynicism and it is noteworthy for the nursing managers to understand the significant factors which directly or indirectly affect the nursing attitude. Originality/value The current study explored the mediating role of organizational cynicism between perception of ethical climate and turnover intention in nursing profession to fill the research gap.

Positive moods and word-of-mouth in the banking industry

2018 ◽  
Vol 36 (4) ◽  
pp. 764-783 ◽  
Author(s):  
Che-Hui Lien ◽  
Jyh-Jeng Wu ◽  
Maxwell K. Hsu ◽  
Stephen W. Wang
Keyword(s):  
Word Of Mouth ◽  
Banking Industry ◽  
Mediating Effect ◽  
Equation Modeling ◽  
Special Treatment ◽  
Content Type ◽  
Functional Value ◽  
Relational Benefits ◽  
Symbolic Value ◽  
The Relationship

PurposeThe purpose of this paper is to examine the mediating effect of functional value and symbolic value between positive moods and word-of-mouth (WOM) referrals in the context of Taiwan’s banking industry. In addition, this study investigates the moderating effect of relational benefits on the relationship between perceived value and WOM.Design/methodology/approachThe research model was tested using data collected from customers (n=362) of the top 10 domestic banks in Taiwan. Structure equation modeling was employed to test and validate the conceptual model.FindingsPositive moods are found to be an important predictor of functional value, symbolic value and WOM in this banking service study. Four types of relational benefits are identified including social, special treatment, confidence and face. Note that two distinct segments of bank customers are identified in terms of relational benefits: those who appreciate face benefits (n1=169), and those who appreciate general relational benefits (n2=193). The findings reveal the existence of partial mediation between a banking customer’s mood and WOM through functional value and symbolic value in the overall sample (n=362). However, it was found that functional value partially mediates the influence of positive moods on WOM among respondents in the “general relational benefits” segment only. That is, relational benefits are found to moderate the relationship between functional value and WOM.Originality/valueThis study expands the existing body of knowledge on customers’ perceptions of value by differentiating types of value perceptions.

Managerial innovative capabilities, competitive advantage and performance of healthcare sector during Covid-19 pandemic period

foresight ◽  
2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Demetris Vrontis ◽  
Hani El Chaarani ◽  
Zouhour El Abiad ◽  
Sam El Nemar ◽  
Alissar Yassine Haddad
Keyword(s):  
Health Care ◽  
Financial Performance ◽  
Competitive Advantage ◽  
Health Care Sector ◽  
Healthcare Sector ◽  
Equation Modeling ◽  
Content Type ◽  
Innovative Capabilities ◽  
Managerial Capabilities ◽  
The Relationship

Purpose The purpose of this paper is to reveal the impact of dynamic managerial innovative capabilities on the competitive advantage (CA), financial performance (FP) and non-financial performance (NFP) of the health-care sector during the very turbulent Covid-19 pandemic period. The focus is on human behavior and personnel interaction in the hospitals that receive Covid-19 cases. Design/methodology/approach Data for this research was collected from the medical sector in Lebanon. The authors approached 14 public hospitals and 60 private hospitals for the study and only 48 hospitals (total of 284 respondents) accepted to complete the survey and provide data using a structured questionnaire. Findings This study reveals the moderating impact of CA on the relationship between dynamic managerial innovative capabilities and the performance of the health-care sector. Based on 48 Lebanese health-care centers during the Covid-19 pandemic, the results of the structural equation modeling model indicate that dynamic managerial innovative practices positively impact on CA and NFP. The results also reveal that CA has a moderating effect on the relationship between dynamic managerial innovative practices and NFP. Practical implications This study does not reveal any direct or indirect relationship between managerial capabilities and FP during the pandemic. Originality/value As the world deals with the Covid-19 pandemic, the health-care sector needs new approaches and methods for confronting the constantly evolving and turbulent environment. This study examines how health-care leaders are dealing with these dynamic challenges and tests a three-dimensional SEM model of dynamic managerial capabilities (sensing, seizing and reconfiguration) that impact CA.

The influence of soft and hard TQM on quality performance and patient satisfaction in health care: investigating direct and indirect effects

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Rasha Zuhair Alkhaldi ◽  
Ayman Bahjat Abdallah
Keyword(s):  
Health Care ◽  
Patient Satisfaction ◽  
Indirect Effects ◽  
Primary Data ◽  
Equation Modeling ◽  
Total Quality ◽  
Quality Performance ◽  
Private Hospitals ◽  
Content Type ◽  
Health Care Context

PurposeThe present study conceptualizes total quality management (TQM) in terms of soft and hard aspects and examines their effects on quality performance and patient satisfaction. The indirect effects of soft and hard TQM on patient satisfaction through quality performance are also investigated.Design/methodology/approachA multi-item questionnaire was prepared to gather primary data from a sample of 312 medical employees in private hospitals in Jordan. The measurement model was evaluated for validity and reliability and determined to be acceptable. Structural equation modeling (SEM) was applied to test the research hypotheses.FindingsThe results revealed that soft TQM has a strong positive effect on quality performance and patient satisfaction. Hard TQM was found to positively affect quality performance but to a lesser extent compared to soft TQM. The effect of hard TQM on patient satisfaction, meanwhile, was not significant. Quality performance positively mediated the relationship between TQM – both soft and hard – and patient satisfaction.Originality/valueThis study is one of the first to conceptualize TQM in terms of soft and hard aspects in a health care context. It offers valuable insights for managers of private hospitals looking to enhance quality performance and patient satisfaction. The results reveal that soft TQM is the primary driver of quality performance and patient satisfaction in the health care context, which is in stark contrast to the manufacturing sector.

Predicting place attachment through selfie tourism, memorable tourism experience and hedonic well-being

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Okki Trinanda ◽  
Astri Yuza Sari ◽  
Efni Cerya ◽  
Tri Rachmat Riski
Keyword(s):  
Significant Relationship ◽  
Place Attachment ◽  
Structural Equation ◽  
Well Being ◽  
Equation Modeling ◽  
Survey Method ◽  
Content Type ◽  
Tourism Experience ◽  
Meaningful Experiences ◽  
The Relationship

Purpose Selfie tourism is a fast-growing phenomenon. Given the convenience of photo-snapping and photo-sharing on social media, selfie tourism is seen as an emerging trend among travelers. This phenomenon gave consequence toward travelers’ behavior, especially on how it can affect their memorable tourism experience and place attachment. This paper aims to examine the relationship between selfie tourism, memorable tourism experience, hedonic well-being and travelers’ place attachment. Design/methodology/approach A self-administered survey method is used. This research was carried out during the COVID-19 pandemic, consequently, the data were collected via Google Form (online). The respondents are tourists who have visited various tourism destinations in West Sumatera, Indonesia. To test the hypotheses of this study, questionnaires are distributed to 450 respondents. The proposed model was tested using structural equation modeling. Findings The results of this study shows that selfie tourism has a positive and significant relationship toward both memorable tourism experience and hedonic well-being. In addition, memorable tourism experience and hedonic well-being also have a significant relationship with place attachment. Research limitations/implications The limitation of this study lies in the limited reference to the relationship between selfie tourism and memorable tourism experience and hedonic well-being, because this is the first study to examine the relationship of these variables. This study also has not tested the direct relationship between selfie tourism and place attachment and has not considered eudaemonic well-being as an antecedent of place attachment. Further research will discuss the direct effect of selfie tourism and eudaemonic experience on place attachment, as well as the moderating effect of memorable tourism and hedonic well-being. Practical implications This study shows the benefits obtained by tourism managers in preparing selfie facilities, as well as the ability to create meaningful experiences. It provides tourism practitioners with an understanding that tourist place attachment can be improved by both memorable tourism experience and hedonic well-being. Furthermore, both memorable tourism experience and hedonic well-being can be affected by selfie tourism. This understanding can enhance the tourism providers’ strategy to improve services that fit the characteristics of today’s tourists. Therefore, selfie tourism, memorable tourism experience and hedonic well-being can support tourism sustainability, especially in creating place attachments. Originality/value To the authors’ knowledge, this is one of the first studies that investigated the relationship between selfie tourism, memorable tourism experience and place attachment. From a market-specific context, this is also the first study that investigated the antecedents of place attachment on West Sumatera’s tourism.

The effect of novelty on travel intention: the mediating effect of brand equity and travel motivation

2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Yucheng Zhang ◽  
Jing Li ◽  
Chih-Hsing Liu ◽  
Yimo Shen ◽  
Guiquan Li
Keyword(s):  
Intrinsic Motivation ◽  
Brand Equity ◽  
Structural Equation ◽  
Mediating Effect ◽  
Equation Modeling ◽  
Future Research ◽  
Content Type ◽  
The Relationship ◽  
Night Markets ◽  
Research Studies

PurposeResearch on the relationship between novelty and travel intention is lacking. This study attempts to fill this gap by developing a theoretical model to explain how novelty influences travel intention through two mediating paths: brand equity and tourist motivation.Design/methodology/approachIn this study, data were collected from 466 foreign visitors to Taiwanese night markets. To test the model, the authors applied structural equation modeling (SEM) to identify the critical attributes that predicted foreign tourists' travel intentions.FindingsThe SEM analysis indicated that novelty in tourism management was related to brand equity and intrinsic motivation, which increased foreign tourists' travel intentions and offered advantages for highly competitive, high-density night markets in Taiwan. In addition, brand equity was an important mediator that connected novelty and tourists' travel intentions. Finally, novelty indirectly affected travel intention and intrinsic motivation through brand equity.Research limitations/implicationsThere may exist potential moderators in the relationships among the brand equity and travel intention categories. Future research studies could explore whether any moderators influence the relationship mechanisms examined in this study.Originality/valueThis research expands on previous research studies that have focused on the value of travel intention. Furthermore, the study uses brand equity theory (BET) and the theory of planned behavior (TPB) to examine the mediating effect of intrinsic motivation on the relationship between novelty and travel intention.

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