bluuebunny/crossref_metadata_2025_split huggingface dataset:
Exploring the relationships between e‐service quality, satisfaction, attitudes and behaviours in content‐driven e‐service web sites
Authors: Carlson Jamie , O'Cass Aron 
Published: April 2010

PurposeThe objective of this paper is to develop a conceptual model to examine the relationships among e‐service quality, consumer satisfaction, attitudes towards the web site and behavioural intentions in the context of content‐driven web sites.Design/methodology/approachData from an online survey of 518 consumers were collected with the partial least squares (PLS) structural equation modelling technique used to empirically test the model.FindingsFindings suggest that positive evaluations of e‐service quality influences positive levels of consumer satisfaction, consumer attitudes towards the web site and behavioural intentions within the specific service context of content‐driven professional sports web sites.Research limitations/implicationsThe study specifically focuses on content‐centric web sites within a single service domain being professional sport. Future research can apply the framework to other service sectors on the internet, as well as to other cultural settings.Practical implicationsThe study suggests that practitioners can use the model developed in this study to assist in allocating resources to the essential, or under‐performing, e‐service quality attributes needed to drive positive consumer satisfaction, attitudes and behavioural intentions.Originality/valueThe paper proposes and empirically supports the idea that e‐service quality influences consumer attitudes as well as consumer satisfaction and behavioural intentions in the context of content‐driven (professional sports) web sites. Moreover, the results of this study provide managers with a useful framework to manage content driven e‐services, as well as for researchers interested in the issue of managing e‐service quality.
When demographic differences exist: an analysis of service failure and recovery among diverse participants
Authors: Chung‐Herrera Beth G. , Gonzalez Gabriel R. , Hoffman K. Douglas 
Published: April 2010

PurposeThis paper aims to explore whether demographic differences between diverse customers and service providers impact service failure and recovery perceptions.Design/methodology/approachThe critical incidents technique was used to gather data on service failures and recovery. Chi‐square test of independence and analysis of variance was used to test the hypotheses.FindingsResults from the main study provide little support to the notion that different service failure types or service recovery efforts are being applied when demographic differences exist. However, a post‐hoc analysis focusing on respondents who felt that their demographic differences had impacted their encounter revealed that ethnic differences impacted service failure and recovery perceptions the most.Research limitations/implicationsOne limitation is the use of quota sampling that may limit the generalizability of the results. However, due to the exploratory nature of the study and the need for representative cases, this technique was viewed as an effective sampling technique for the purposes of the study.Practical implicationsThe post‐hoc results suggest that future diversity training should include employee‐customer diversity, especially in the case of age and ethnicity. Further, that managing perceptions is important so that customers do not feel that they are treated any differently based on a visible demographic variable.Originality/valueIn general, the exploration of customer‐employee demographic differences in the services marketing literature is still somewhat nascent. This paper is unique in that it specifically examines several demographic differences between customers and employees in terms of service failure and recovery perceptions.
An examination of the effects of service quality and satisfaction on customers' behavioral intentions in e‐shopping
Authors: Gounaris Spiros , Dimitriadis Sergios , Stathakopoulos Vlasis 
Published: April 2010

PurposeThe purpose of this paper is to examine the effects of service quality and satisfaction on three consumer behavioral intentions, namely word‐of‐mouth, site revisit, and purchase intentions in the context of internet shopping.Design/methodology/approachTo achieve this objective 240 online interviews were carried out (response rate 24 percent) from a randomly generated sample of 1,052 online shoppers using the database of a leading Internet provider in Greece as the sample frame.FindingsData analysis involved the comparison of three rival models using structural equations modeling. The prevailed model reveals that e‐service quality has a positive effect on e‐satisfaction, while it also influences, both directly and indirectly through e‐satisfaction, the consumer's behavioral intentions, namely site revisit, word‐of‐mouth communication and repeat purchase.Research limitations/implicationsThe results confirm that cognitive evaluations precede emotional responses and that quality is a strong antecedent of satisfaction. However, the findings highlight the importance of the interaction experience with the e‐shop on perceived quality. Moreover, the study underlines the crucial impact of the four key e‐service quality drivers on the entire cycle of buying, including post‐purchase behavior, confirming existing evidence in both off‐ and on‐line context.Practical implicationsPractitioners should carefully consider their web site's attributes. They should make their sites easy‐to‐use and easy‐to‐navigate and place extra emphasis on providing fast, accurate, and uncluttered information through their web sites. Also they should direct marketing activities with the aim to enhance satisfaction from e‐shopping, particularly regarding the service encounter incidents.Originality/valueThe paper makes a scholar contribution by examining the notion of e‐service quality and how it relates with e‐satisfaction while exploring unexamined consumers' behavioral intentions and both their direct and indirect antecedents.
Do hotels' “green” attributes contribute to customer satisfaction?
Authors: Robinot E. , Giannelloni J.‐L. 
Published: April 2010

PurposeThis paper aims to examine how “green” attributes contribute to hotel customers' overall satisfaction.Design/methodology/approachA qualitative study helped generate a list of the attributes that contribute to overall satisfaction with hotel services. Then a Tetraclasse model, which highlights the four‐fold nature of this contribution, was used. Two hypotheses are posed. First, attributes of hotel service can be divided into four different types according to the way in which they contribute to forming satisfaction. Second, in terms of how they contribute to forming satisfaction, environmental protection initiatives can be considered “plus” attributes.FindingsThe first hypothesis is rejected. For the second hypothesis, the results show that the environmental attributes were evaluated as “basic”, which means they were seen as an integral part of the service offer, rather than as differentiating criteria.Research limitations/implicationsThe study was based on a relatively restricted sample. Further research is needed to improve the external validity of the research.Practical implicationsIt is necessary to maintain a high level of performance for “green” attributes. Moreover, it would be preferable not to inform customers about environmental initiatives in order to limit the risk of being unfavorably evaluated on these attributes. It would seem worthwhile for a company to invest in service attributes that are respectful of the environment, even if they do not promote these attributes directly to the customer. Pro‐environment initiatives may also be introduced for economic reasons.Originality/valueThe paper makes use of the Tetraclasse model methodology.
The consequence of appraisal emotion, service quality, perceived value and customer satisfaction on repurchase intent in the performing arts
Authors: Hume Margee , Sullivan Mort Gillian 
Published: April 2010

PurposeOrganizations must base success on consumer retention predicated on the consumer's desire to repurchase. Some organizations, such as those providing emotionally charged and complex services in the performing arts, find this difficult. Knowledge of the role of emotions in customer judgments is negligible. The relationship of core service quality and peripheral quality on repurchase intent is also understudied. This paper aims to model and test the interrelationship of these constructs in predicting repurchase intention in a performing arts context.Design/methodology/approachA survey instrument tailored to the performing arts was administered to a sample of 250 past and present performing arts audience members, with responses examined using structural equation modeling.FindingsResults indicate repurchase intention is largely based on satisfaction mediated by perceived value. Core service quality, appraisal emotion and peripheral service quality influence perceived value for time and money, with core service quality and peripheral service quality in turn influencing appraisal emotion. Appraisal emotion directly affects customer satisfaction but has no direct relationship to repurchase intention. Peripheral service quality, however, directly affects repurchase intention.Practical implicationsEvidence suggests expansion of the strategic focus to include peripheral services in order to maximize repurchase. Core service quality, (the act) affects repurchase intent through an indirect path mediated by appraisal emotion, which does not directly influence repurchase intent. Appraisal emotions are influential in determining perceived value.Originality/valueThis is the first known paper combining this system of relationships including the influence and role of appraisal emotion in the performing arts context.
Certifying a university ENT clinic using the ISO 9001:2000 international standard
Authors: Helbig Matthias , Helbig Silke , Kahla‐Witzsch Heike A. , Kroll Tobias , May Angelika 
Published: April 2010

PurposeAgainst statutory duties to introduce quality management systems, the increased importance of this subject has led to numerous activities in various public health institutions. Following the International Standardization Organization (ISO 9001:2000) prerequisites, Frankfurt Goethe University Hospital ENT clinic staff introduced a quality management system. This paper aims to investigate this process.Design/methodology/approachDesigning, planning and implementing the quality management system is described. Under the supervision of an executive quality management board, clinic quality goals were defined. Thereafter, several quality management teams performed an actual state analysis as well as developing and realising improvement proposals. Finally a quality management manual containing binding standards and working instructions concerning all patient care, research and teaching aspects was written.FindingsSuccessful certification by a neutral body ascertained that the clinic's quality management system conformed to current national and international standards while restructuring and reform improved procedural efficiency.Originality/valueThe paper shows that mplementing the quality management system requires considerable effort but patients as well as staff profit considerably from the innovation. On the whole, the positive impact on structure and workflow in a specialist clinic predominates. Therefore, implementing a quality management system in all the clinic's wards and departments is recommended.
Developing severity adjusted quality measures for intensive care units
Authors: Al Tehewy Mahi , El Houssinie Mostafa , Abou El Ezz Nahla , Abdelkhalik Mohamed , El Damaty Samia 
Published: April 2010

PurposeIntensive care unit performance evaluation is usually affected by variations in the severity of inpatients' health status. This paper aims, therefore, to standardize two performance measures: intensive care unit survival and length of stay using the Acute Physiology and Chronic Health Evaluation II (APACHE II) severity of illness score.Design/methodology/approachA records study in three Ain Shams University Hospital intensive care units, from January 1‐December 31, 2003 was carried out to examine illness severity effect using APACHE II, length of stay and survival. Retrospective data were used to model length of stay in days and the survival using the APACHE II score as a predictor. This was followed by a prospective study to monitor the standardized measures in two intensive care units for one year.FindingsAPACHE II scores predicted length of stay of those who were discharged and control charts for severity‐adjusted length of stay were drawn up. The APACHE II score predicted survival for those with APACHE II score >16. The model is significant with a specificity of 89.9 percent while sensitivity was 25 percent. Control charts for severity‐adjusted mortality were drawn up to monitor mortality.Research limitations/implicationsOnly 60 percent of the files examined in the retrospective part of the study had enough data to calculate APACHE II scores.Practical implicationsStandardized APACHE II severity of illness score can monitor intensive care unit length of stay and mortality.Originality/valueThe paper underlines the need to implement a standardized measurement system to evaluate intensive care patient outcomes.
A comprehensive approach to quality management of intensive care services
Authors: Hariharan Seetharaman , Dey Prasanta Kumar 
Published: April 2010

PurposeThe purpose of this paper is to develop a comprehensive framework for improving intensive care unit performance.Design/methodology/approachThe study introduces a quality management framework by combining cause and effect diagram and logical framework. An intensive care unit was identified for the study on the basis of its performance. The reasons for not achieving the desired performance were identified using a cause and effect diagram with the stakeholder involvement. A logical framework was developed using information from the cause and effect diagram and a detailed project plan was developed. The improvement projects were implemented and evaluated.FindingsStakeholders identified various intensive care unit issues. Managerial performance, organizational processes and insufficient staff were considered major issues. A logical framework was developed to plan an improvement project to resolve issues raised by clinicians and patients. Improved infrastructure, state‐of‐the‐art equipment, well maintained facilities, IT‐based communication, motivated doctors, nurses and support staff, improved patient care and improved drug availability were considered the main project outputs for improving performance. The proposed framework is currently being used as a continuous quality improvement tool, providing a planning, implementing, monitoring and evaluating framework for the quality improvement measures on a sustainable basis.Practical implicationsThe combined cause and effect diagram and logical framework analysis is a novel and effective approach to improving intensive care performance. Similar approaches could be adopted in any intensive care unit.Originality/valueThe paper focuses on a uniform model that can be applied to most intensive care units.
Factors influencing the pathways in response to complaints
Authors: Yahui Hsieh Sophie 
Published: April 2010

PurposeThe purpose of this paper is to explore hospital staff response to patient complaints and the factors influencing the response pathway.Design/methodology/approachThe paper uses an exploratory study in a large Taiwanese hospital purposefully chosen as a case study site. The critical incident technique (CIT) is implemented, using a questionnaire along with non‐participant observations in which the results have been triangulated. A total of 59 cases were collected.FindingsThe study found when facing “humaneness” complaints, hospital staff attempted to investigate the event and then explain the facts to the complainant or empathise with him/her and then refer the problem to the relevant unit. In response to complaints combining “communication” and “care/treatment and humaneness”, staff tended to investigate the event's details and then directly explain them to the complainant. When complaints involved “care/treatment”, staff tended to empathise with the complainant, investigate the facts and explain them to the complainant. Additionally, the organisational response to complaints was influenced by who made complaints; its type, severity, complaining method and patient status.Research limitations/implicationsThe literature revealed that the case study is the most common organisational study method. However, this approach is criticised for not offering findings that can be generalised.Practical implicationsComplaint nature is the major factor influencing the response pathway. If healthcare managers intend to reduce complaint rates then they need to carefully classify the complaint's nature. Different complaints have different handling procedures and guidelines to help managers resolve complaints in the first place.Originality/valueThere are extensive studies focusing on investigating complaints and their resolution. These studies tend not to demonstrate various means of handling patient complaints. Neither do they describe how different complaints might lead to different outcomes. Therefore, this paper explores hospital staff response to patient complaints and the factors influencing the pathways in response to complaints.
Evolution and outcomes of a quality improvement program
Authors: Thor Johan , Herrlin Bo , Wittlöv Karin , Øvretveit John , Brommels Mats 
Published: April 2010

PurposeThe purpose of this paper is to examine the outcomes and evolution over a five‐year period of a Swedish university hospital quality improvement program in light of enduring uncertainty regarding the effectiveness of such programs in healthcare and how best to evaluate it.Design/methodology/approachThe paper takes the form of a case study, using data collected as part of the program, including quality indicators from clinical improvement projects and participants' program evaluations.FindingsOverall, 58 percent of the program's projects (39/67) demonstrated success. A greater proportion of projects led by female doctors demonstrated success (91 percent, n=11) than projects led by male doctors (51 percent, n=55). Facilitators at the hospital continuously adapted the improvement methods to the local context. A lack of dedicated time for improvement efforts was the participants' biggest difficulty. The dominant benefits included an increased ability to see the “bigger picture” and the improvements achieved for patients and employees.Research limitations/implicationsQuality measurement, which is important for conducting and evaluating improvement efforts, was weak with limited reliability. Nevertheless, the present study adds evidence about the effectiveness of healthcare improvement programs. Gender differences in improvement team leadership merit further study. Improvement program evaluation should assess the extent to which improvement methods are locally adapted and applied.Originality/valueThis case study reports the outcomes of all improvement projects undertaken in one healthcare organization over a five‐year period and provides in‐depth insight into an improvement program's changeable nature.
Medication error prevalence
Authors: Belén Jiménez Muñoz Ana , Muiño Miguez Antonio , Paz Rodriguez Pérez María , Dolores Vigil Escribano María , Esther Durán Garcia María , Sanjurjo Saez María 
Published: April 2010

PurposeHealthcare risk epidemiology identifies medication error as the commonest cause of adverse effects on patients. Medication error can occur at any phase of the complex medication process so prevalence rates need to be estimated at each drug treatment phase: prescription, transcription and administration along with their clinical repercussions. This paper aims to investigate this issue.Design/methodology/approachMedication errors were recorded on an ad hoc sheet and staff were observed handling medications. Recorded errors were later classified and their clinical repercussions determined by experts.FindingsIn total 757 inpatients and 5,466 drug prescriptions were studied. The prescription error rate was 4.79 percent (95 percent CI 4.21‐5.36). The most frequent error in this phase was failing to observe international prescribing standards. The highest error rate was found in transcription (14.61 percent, 95 percent CI 13.67‐15.54). Almost 1,900 dose administrations were observed. There was a 9.32 percent error rate (95 percent CI 7.98‐10.67). The commonest error in this phase was omission. Most were transcription errors, which were detected before harm was done.Research limitations/implicationsThe dispensation phase is absent.Practical implicationsErrors can be reduced if they are understood. Education and training based on the study's findings can reduce medication errors.Originality/valueThe paper highlights ways to reduce errors in the medication process.
Telephone and web‐based pediatric day surgery questionnaires
Authors: Amari Erica , Vandebeek Christine , Montgomery Carolyne J. , Skarsgard Erik , Ansermino J. Mark 
Published: April 2010

PurposePatient questionnaires are popular tools for assessing and improving service quality, especially as administrators are increasingly expected to consider the patient's voice in their decision making. Despite web‐based questionnaire advantages, they have not been previously compared to telephone questionnaires for assessing quality. The purpose of this paper is to compare telephone questionnaire administration with a web‐based version.Design/methodology/approachDay surgery patients from a tertiary pediatric hospital completed a telephone interview and a web‐based questionnaire with identical questions. The appropriateness of the web version as a telephone version substitute was ascertained by comparing the number of changes in responses, non‐responses, differences in means, the number of non‐substantive responses and reliability.FindingsThe web‐based questionnaire tended towards more negative responses. The mean number of missing responses did not differ between versions, although the web‐questionnaire had more “not sure” responses. Inter‐rater reliability was acceptable.Research limitations/implicationsParents without internet access were unable to participate.Practical implicationsThe web‐based questionnaire is a good substitute for telephone‐administered questionnaires.Originality/valueThe paper shows that parents were able to rate items more candidly owing to the increase in privacy and lack of interviewer bias, which is crucial for improving health service quality.
Quantity surcharges and consumer awareness in a new retail environment
Authors: Palla Polyxeni (Jenny) , Boutsouki Christina , Zotos Yorgos 
Published: April 2010

PurposeThe purpose of this paper is to examine the evolution of the quantity surcharge phenomenon as a conscious pricing policy as well as the resulting consumer awareness and reactions to quantity surcharges.Design/methodology/approachThe approach taken is a comparative analysis of two distinct time periods involving two store audits and two consumer surveys conducted in 1989 and 2007.FindingsThe findings indicate that the quantity surcharge incidents recorded in the market in both periods are the result of a conscious pricing policy. At the same time, evidence suggests that the more mature the market becomes, the less frequent and less intense the phenomenon of quantity surcharges becomes. Consumers' attitude and reaction to quantity surcharges are also discussed indicating that the market's evolution has also an effect on consumers.Originality/valueThe paper discusses quantity surcharges as a conscious pricing policy and examines the effect of retail change on the quantity surcharge phenomenon.