bluuebunny/crossref_metadata_2025_split huggingface dataset:
Testing some major determinants for hospital innovation success
Authors: do Carmo Caccia‐Bava Maria , Guimaraes Valerie C.K. , Guimaraes Tor 
Published: August 2009

PurposeHospitals have adopted new policies, methods and technologies to change their processes, improve services, and support other organizational changes necessary for better performance. The literature regarding the four major areas of strategic leadership, competitive intelligence, management of technology, and specific characteristics of the organization's change process propose their importance in successfully implementing organization innovation. While these factors may indeed be important to enhance hospital performance, the existing literature contains limited empirical evidence supporting their relationship to successfully implementing innovation in hospitals. This study aims to empirically test these relationships proposed in the literature by researchers in separate knowledge areas.Design/methodology/approachA survey of 223 hospitals has been used to test an integrated model of these relationships. The response rate and the representativeness of the sample in terms of hospital size and geographical location were found satisfactory. The quality assurance/compliance managers for each hospital were the target respondents to questions, which require a corporate perspective while reducing the chance of bias for questions regarding top management leadership abilities.FindingsThe results provide clear evidence about the importance of strategic leadership, competitive intelligence, management of technology, and specific characteristics of the hospital's change process to the hospitals success in implementing innovation.Practical implicationsGiven the importance of hospitals to change their processes, improve services, and support other organizational changes necessary for better performance, a great benefit is that the main factors for successful innovation have been brought together from scattered literature and tested among hospitals. Further, the items used for measuring the main constructs provide further insights into how hospital administrators should go about developing these areas within their organizations.Originality/valueThis study is a first attempt at empirically testing the importance of strategic leadership, competitive intelligence, management of technology, and specific characteristics of the hospital's change process for the success of innovation efforts.
Service quality in health care setting
Authors: Edura Wan Rashid Wan , Kamaruzaman Jusoff Hj. 
Published: August 2009

PurposeThis paper attempts to explore the concept of service quality in a health care setting.Design/methodology/approachThis paper probes the definition of service quality from technical and functional aspects for a better understanding on how consumers evaluate the quality of health care. It adopts the conceptual model of service quality frequently used by the most researchers in the health care sector. The paper also discusses several service quality dimensions and service quality problems in order to provide a more holistic conception of hospital service quality.FindingsThe paper finds that service quality in health care is very complex as compared to other services because this sector highly involves risk.Originality/valueThe paper adds a new perspective towards understanding how the concept of service quality is adopted in a health care setting.
Evaluation of hospital service level agreements
Authors: Berbée Rieneke G. , Gemmel Paul , Droesbeke Brenda , Casteleyn Hugo , Vandaele Darline 
Published: August 2009

PurposeThe purpose of the paper is to evaluate the development and use of service level agreements (SLAs) in a Belgian hospital from a client's point of view.Design/methodology/approachThe paper is based on a theoretical framework indicating the variables that influence the relationship between the use of a specific governance mechanisms and performance, a new instrument was developed and applied on a convenience sample of 107 SLA clients from a Belgian hospital.FindingsSLAs are useful for hospitals, as they improve people's insight into processes, stimulate people to think about performance measurement and, in some cases, also lead to improved services. The main advantages of SLAs do not really lie in improved relationships and better fits with clients' needs, but in improved process mapping and improved performance measurement. The questionnaire from this research study proves to be a useful and reliable instrument for evaluating internal SLAs from a client's point of view.Research limitations/implicationsThe results of this study are limited, as they are only based on one Belgian institution. Other limitations include the posttest‐only research design and the unequal distribution of the respondents over the different SLAs. Recommendations for future research include applying the questionnaire in other Belgian hospitals and in settings where both a pretest and posttest can be conducted.Originality/valueAs far as known, no other studies have yet evaluated the effectiveness of SLAs in the healthcare sector. While a fairly‐substantial amount of scientific literature deals with SLAs in the world of ICT, this literature is often very specific and cannot always be applied to other service sectors.
Culture and quality care perceptions in a Pakistani hospital
Authors: Rabbani Fauziah , Wasim Jafri S.M. , Abbas Farhat , Jahan Firdous , Syed Nadir Ali , Pappas Gregory , Iqbal Azam Syed , Brommels Mats , Tomson Göran 
Published: August 2009

PurposeOrganizational culture is a determinant for quality improvement. This paper aims to assess organizational culture in a hospital setting, understand its relationship with perceptions about quality of care and identify areas for improvement.Design/methodology/approachThe paper is based on a cross‐sectional survey in a large clinical department that used two validated questionnaires. The first contained 20 items addressing perceptions of cultural typology (64 respondents). The second one assessed staff views on quality improvement implementation (48 faculty) in three domains: leadership, information and analysis and human resource utilization (employee satisfaction).FindingsAll four cultural types received scoring, from a mean of 17.5 (group), 13.7 (developmental), 31.2 (rational) to 37.2 (hierarchical). The latter was the dominant cultural type. Group (participatory) and developmental (open) culture types had significant positive correlation with optimistic perceptions about leadership (r=0.48 and 0.55 respectively, p<0.00). Hierarchical (bureaucratic) culture was significantly negatively correlated with domains; leadership (r=−0.61, p<0.00), information and analysis (−0.50, p<0.00) and employee satisfaction (r=−0.55, p<0.00). Responses reveal a need for leadership to better utilize suggestions for improving quality of care, strengthening the process of information analysis and encouraging reward and recognition for employees.Research limitations/implicationsIt is likely that, by adopting a participatory and open culture, staff views about organizational leadership will improve and employee satisfaction will be enhanced. This finding has implications for quality care implementation in other hospital settings.Originality/valueThe paper bridges an important gap in the literature by addressing the relationship between culture and quality care perceptions in a Pakistani hospital. As such a new and informative perspective is added.
Patient satisfaction with an emergency department psychiatric service
Authors: O'Regan Claire , Ryan Martina 
Published: August 2009

PurposeThe purpose of this paper is to measure the rate of satisfaction of the sample population with an emergency department psychiatric service and to explore in open‐ended questions, factors which contributed to these satisfaction ratings.Design/methodology/approachAll psychiatric patients who attended the service and fulfilled the eligibility criteria during the study timeframe received the postal questionnaire (n=55). The Client Satisfaction Questionnaire‐8 was used, which is a brief, eight‐item instrument designed to assess post‐service satisfaction. It has good psychometric properties and has been validated for use in a psychiatric patient population.FindingsIt is found that 35 per cent of respondents scored a low level of satisfaction, 29 per cent a medium level and 36 per cent a high level of satisfaction. The qualitative data, completed by 73 per cent of respondents, provided a more in‐depth view from the patient's perspective.Research limitations/implicationsThe response rate was low as predicted for this population.Practical implicationsThe qualitative findings reveal positive feedback regarding the staff, but patients expressed dissatisfaction about the availability of beds, waiting times for assessment, communication by staff, deficiency of crisis services in the home and inadequate provision of information regarding services. This study identifies factors which contribute to the low satisfaction ratings and identify ways to improve the service.Originality/valueThis mail patient survey provides valuable information for those planning and improving services for patients in the setting of the emergency department. The paper contributes to the limited number of studies of psychiatric services in this setting and identifies ways to improve patient satisfaction as supported by international evidence
Customer focus in breast cancer screening services
Authors: Buttimer Andreas 
Published: August 2009

PurposeThe purpose of the paper is to demonstrate how a generic value chain and customer focused system as demonstrated by the Scottish and Irish breast screening programmes can be used to provide a high quality health service.Design/methodology/approachLiterature relevant to aligning the entire operating model – the companies' culture, business processes, management systems to serve one value discipline, i.e. customer intimacy, is reviewed and considered in the context of the NHS Scottish Breast Screening Programme in Edinburgh and BreastCheck – the National Breast Screening Programme in Ireland.FindingsThis paper demonstrates how an emphasis on customer focus and operational excellence, as used in other service industries, can help to provide a better health service. It uses the Scottish and Irish breast screening programmes as illustrative examples. The paper applies the key requirements in the delivery of a quality service including an understanding of the characteristics of a service industry, the management of discontinuities involved in its delivery and the environment in which it operates.Originality/valueSystem failure is commonly the cause of quality failure in the health system. Breast screening programmes are designed to prevent such a failure. This paper promotes and describes the use of the generic value chain by using the knowledge gained in delivering a mammography‐screening programme.
Drug quality in South Africa: perceptions of key players involved in medicines distribution
Authors: Patel Aarti , Norris Pauline , Gauld Robin , Rades Thomas 
Published: August 2009

PurposeSubstandard medicines contribute to poor public health and affect development, especially in the developing world. However knowledge of how manufacturers, distributors and providers understand the concept of drug quality and what strategies they adopt to ensure drug quality is limited, particularly in the developing world. The purpose of this paper is to explore pharmaceutical manufacturers', distributors' and providers' perceptions of drug quality in South Africa and how they ensure the quality of drugs during the distribution process.Design/methodology/approachThe approach taken was qualitative data collection through key informant interviews using a semi‐structured interview guide. Transcripts were analysed thematically in Johannesburg, Pretoria and Durban, South Africa. Participants were recruited purposefully from a South African pharmaceutical manufacturer, SA subsidiaries of international manufacturers, national distribution companies, national wholesaler, public and private sector pharmacists, and a dispensing doctor. In total, ten interviews were conducted.FindingsParticipants described drug quality in terms of the product and the processes involved in manufacturing and handling the product. Participants identified purchasing registered medicines from licensed suppliers, use of standard operating procedures, and audits between manufacturer and distributor and/or provider as key strategies employed to protect medicine quality. Effective communication amongst all stakeholders, especially in terms of providing feedback regarding complaints about medicine quality, appears as a potential area of concern, which would benefit from further research.Originality/valueThe paper hightlights that ensuring medicine quality should be a shared responsibility amongst all involved in the distribution process to prevent medicines moving from one distribution system (public) into another (private).
Perceived service encounter pace and customer satisfaction
Authors: Noone Breffni M. , Kimes Sheryl E. , Mattila Anna S. , Wirtz Jochen 
Published: August 2009

PurposeRestaurant operators can process a greater number of customers and increase revenues by reducing service encounter duration during high demand periods. Actions taken to reduce duration may be experienced by customers as an increase in the pace of the service encounter. While achieving a reduction in duration may be appealing from a revenue perspective, will customers' perceptions of the resulting pace of the service encounter negatively impact their satisfaction? The aim of this paper is to propose that, in the context of restaurant experiences that are hedonic and extended in nature, the overall relationship between perceived service encounter pace and satisfaction follows an inverted U‐shape.Design/methodology/approachRespondents were asked to recall a recent (i.e. within the last three weeks) restaurant experience, write a description of that experience, and then complete scales that measured their perceptions of pace and satisfaction with the experience.FindingsThe relationship between perceived pace and satisfaction has an inverted U‐shape. This holds both at the level of the overall service encounter and by service stage within the encounter. The effect of perceived pace on satisfaction is moderated by service stage, with a greater tolerance of a faster pace during the post‐process stage than during the pre‐process or in‐process stages.Practical implicationsThe results of this study have implications for the application of revenue management strategies for duration control. Management need to consider the negative effect that service encounter pace can have on consumer satisfaction. Service stage should also be factored into strategy development for duration control.Originality/valueThis paper extends the wait time literature, demonstrating that as the perceived pace of the service encounter increases, satisfaction increases, but only up to a point, beyond which it decreases as perceived pace continues to increase.
What about interaction?
Authors: Fyrberg Anna , Jüriado Rein 
Published: August 2009

PurposeThis paper aims to increase the understanding of networks within the service‐dominant logic (S‐D logic) and to demonstrate the importance of interaction between network actors as a driving force behind the co‐creation process.Design/methodology/approachThe paper uses rich empirical data from a travel industry network consisting of in‐depth interviews and a survey of approximately 100 meetings professionals.FindingsThe paper conceptualizes the key actors involved in the co‐creation process as Brand Governor, Providers and Customers. In addition, it proposes an advancement of the service brand‐relationship‐value triangle introduced by Brodie et al. by linking the key processes and actors in the triangle. It is found that the network approach provides a deeper understanding of how actors integrate with one another and how this interaction leads to co‐created outcomes that can be translated into value.Research limitations/implicationsFuture research could employ empirical material from other studies to increase the reliability of the findings. In particular, the issues of trust and power among actors with regard to S‐D logic are highlighted.Practical implicationsThe differences in power could be advantageous for the entire network because the actors are involved in exchange and constantly seeking balance between themselves.Originality/valueThe paper extends the current debate on S‐D logic, especially the co‐creation of value, by highlighting the importance of networks.
The relationship between service quality and retention within the automated and traditional contexts of retail banking
Authors: Al‐Hawari Mohammad , Ward Tony , Newby Leonce 
Published: August 2009

PurposeThe main purpose of this paper is to highlight the significance of service quality factors on customer retention within the Australian traditional and automated banking contexts.Design/methodology/approachThe relative importance of traditional and automated service quality factors on customer retention was examined with the intention of determining which indicator factors are likely to have a significant impact on customer retention. The paper then proposes a conceptual model of the relationship between service quality factors within the two contexts and customer retention. AMOS 5 was used to test for the hypothesized relationships.FindingsAll of the traditional service quality factors have positively influenced customer retention. Conversely, this paper finds that automated service quality in general has no positive significant influence on customer retention.Research limitations/implicationsThis research was applied to the financial institutions in Queensland, Australia. Further testing of the proposed conceptual model across different industries and countries is needed to determine the generalisability and consistency of this study's findings.Practical implicationsThe proposed model of retention prediction has the potential to help Australian bank managers to strengthen the customer‐bank relationship and, ultimately, to enhance customer retention ratios.Originality/valueThe key contribution of this paper is a conceptualisation of customer retention predictors that takes into account both traditional and automated service customer interactions with banks.
Organizational alignment and supply chain governance structure
Authors: Ashenbaum Bryan , Maltz Arnold , Ellram Lisa , Barratt Mark A. 
Published: August 2009

PurposeThe purpose of this paper is to introduce and validate two new constructs with the potential to sharpen our understanding of how and why firms integrate their internal supply chains and assess the governance structure of their supply chains. The first construct, organizational alignment (OA), is a reflective scale measuring the extent to which upper management attempts to foster integration between internal supply chain functions. The second, supply chain governance structure (SCGS), is a formative index, and is a first attempt at developing a measurement instrument to assess SCGS along multiple dimensions.Design/methodology/approachFollowing a literature review, measures of OA and SCGS are conceptualized. These instruments are used to collect data, after which they are refined and validated through parallel scale development (OA) and index construction (SCGS) processes.FindingsOA shows acceptable content and construct validity, and SCGS shows acceptable results for content and item specification, as well as multicollinearity.Practical implicationsOA and SCGS may provide some insight into how to promote better internal supply chain integration within the firm, and may allow for an assessment of the governance structure of the firm's supply chain. In different industries and at different times, this knowledge may prove useful in supply chain design and supply base optimization decisions.Originality/valueThese scales have considerable applicability in logistics and supply chain management research. Together, they represent initial attempts to assess upper management influence on internal supply chain alignment (OA), and to assess the governance structure of a firm's supply chain.
Controlling for logistics complexity: scale development and validation
Authors: Rossiter Hofer Adriana , Knemeyer A. Michael 
Published: August 2009

PurposeThe purpose of this paper is to develop and validate a basic scale for general logistics complexity that allows researchers to control for this issue in their studies.Design/methodology/approachThe methodology consists of developing the scale based on a literature review and discussion with specialists. The proposed scale is then validated through data analysis from a web‐based survey of logistics managers in Brazil.FindingsThe paper provides a valid and reliable scale for general logistics complexity that can be easily incorporated into research surveys. The scale is general enough that it can be used in surveys of firms across diverse industries. In addition, the scale can be further adapted to address more specific logistics complexity issues.Research limitations/implicationsFurther testing of the scales across multiple contexts is necessary for validity enhancement.Originality/valueLogistics complexity corresponds to a latent construct that has not been systematically developed in the logistics literature, but is often mentioned as a potentially important variable to control for in logistics studies. This study provides a general scale that can be used for a control variable as well as providing a base for further development of scales focused on more specific aspects of logistics complexity.
Measuring process orientation
Authors: Chen Haozhe , Tian Yu , Daugherty Patricia J. 
Published: August 2009

PurposeThe purpose of this paper is to empirically develop a valid measurement scale for process orientation – a critical supply chain management (SCM) concept that warrants greater study.Design/methodology/approachThis study follows the measurement development approach proposed by Churchill. Data are collected from China. Various statistical analysis techniques, including confirmatory factor analysis through structural equation modeling, are utilized to ensure the validity and reliability of the newly developed measurement scale.FindingsA six‐item scale was developed for the construct of process orientation.Research limitations/implicationsBecause the research is conducted in one particular industry (electronics) and one country (China), future studies in different contexts are needed to validate or modify the resulted scale. The measurement scale developed in this paper can be used in future empirical SCM research to further investigate the mechanism and impacts of process orientation.Practical implicationsThe measurement can also be used by managers to evaluate their firms' process orientation and make necessary adjustments or improvements.Originality/valueThe paper addresses a void covering measurement of an important SCM concept – process orientation.