bluuebunny/crossref_metadata_2025_split huggingface dataset:
Mobilizing information infrastructure, shaping patient‐centred care
Authors: Vikkelsø Signe 
Published: May 2010

PurposeThis paper seeks to explore the challenges and transformations in healthcare resulting from building information infrastructures for patient‐centred care.Design/methodology/approachFour types of information infrastructures are analysed with special attention given to the efforts and controversies related to their mobilization and to their consequences for patient‐centred care. Data are gathered through a literature review and by empirical research.FindingsThe development of information infrastructures for patient‐centred care requires mobilization of technical, legal, clinical and ethical standards as well as a change in organizational and professional boundaries. Furthermore, the mobilization of information infrastructures entails unexpected transformation in the nature of patients, professionals, health records and consultations.Practical implicationsPatient‐centred information infrastructures call for institutional innovation and decision making regarding basic structures and relationships in healthcare. At the same time, the ambitions of patient‐centred care should be broad enough to learn from the consequences of emerging infrastructures for the patient and professional identities and for the quality of care.Originality/valueThe paper contributes to the understanding of healthcare governance by conceptualizing and empirically exploring the role of information infrastructure as a formative part of patient‐centred care.
The private interests of consumers in the healthcare market
Authors: Norén Lars 
Published: May 2010

PurposeThis paper sets out to examine how private health insurance (PHI) supports the private interests of consumers of healthcare services. The focus is on how insurance companies promote PHI to consumers.Design/methodology/approachUsing interviews with insurance company marketing managers and others, the paper is a case study on the introduction of PHI in Sweden.FindingsThe interviewed insurance company managers argue that PHI supports two types of consumers' private economic interests. One type is the employers' interest in managing their total health‐related costs for their employees and the promise of PHI to reduce these costs. The second type relates to the interests of employees, particularly sports professionals, in managing economic risks and the promise of PHI to limit such risks.Research limitations/implicationsThe paper focuses on how insurance companies promote PHI to consumers. There is no exploration of how PHI policyholders actually use their insurance. The study focuses on Sweden where private companies are the major PHI policyholders. In other European countries, PHI may be adapted to other consumer groups in order to develop other private interests. The paper points to the value of short waiting times in public healthcare.Originality/valueThe paper provides valuable insights for academics and practitioners who are interested in how the private interests of consumers may affect the healthcare sector.
Lost in translation: a patient‐centred experience of unintegrated care
Authors: Kerosuo Hannele 
Published: May 2010

PurposeThis paper seeks to take a patient‐centred perspective in exploring the treatment of multiple and chronic illnesses in inter‐organizational care practice in Finland.Design/methodology/approachThe theoretical approach of the study is based on the sociology of translation and on cultural historical activity theory. The methodology of multi‐locale ethnography is used to research the translations in one patient's healthcare procedures in multiple care settings.FindingsThe care procedures emerge as unintegrated for the patient in the study. The patient has to take responsibility for his overall care since the medical professionals involved have only limited knowledge of other providers' care procedures. Despite their efforts to collaborate, professionals are lost in translation across healthcare boundaries.Research limitations/implicationsSingle cases are problematic for advancing generalizations on a research topic. The case of this study presents an example of the translations in the care procedures for a patient with multiple and chronic illnesses.Practical implicationsUnintegrated care organization poses a difficult challenge to patient‐centred care if the ideals of consumerism are followed in the health care system. A patient, with limited medical knowledge, may not be able to master an overall pattern of chronic illness care in a sustainable way. Better management and coordination of specialized knowledge are required for patients with chronic illnesses.Originality/valueIn contrast with the many studies that report on patients' experiences of illness, the paper provides new insights into the patient experience of health care organization.
The role of disciplining/translating accounting practices in patient‐centred care
Authors: Frandsen Ann‐Christine 
Published: May 2010

PurposeThis paper aims to offer a critical pathway to understanding recent changes and improvements in organizing and managing healthcare – such as the emerging “patient‐centred care” (PCC) approach.Design/methodology/approachThe research is based on fieldwork performed as a mobile ethnography of translations of everyday healthcare work at a Swedish healthcare institution in which an analysis of the significance of contemporary accounting practices for disciplining action and thought was carried out.FindingsAccounting is increasingly interlinked with medical practices today, with more and more people involved in translating action and thought into accounting‐based terms and values at all levels of their work lives; as this happens, accounting “produces” a way of thinking and valuing that even modifies professional identities. The discipline of medical knowledge is played out differently as accounting‐based valuation measures become internalised into the performance of medical professionals and as additionally their images of themselves and their patients change. Patient‐centred care is thereby seen not as a means of generating a pure or positive value for patients, expressed in the form of greater efficiencies and nation‐wide performance indicators. The loosely coupled forms of patient‐centred care are about how nurses, having translated accounting practices into their work and selves, use them as a means of managing the constraints and “cracks” in the PCC approaches.Originality/valueAccounting allows the dynamics of the PCC approach to be understood and acted on in new ways. Accounting as a discipline involves both accounting professionals and medical professionals who circulate accounting numbers and values. Accounting, thus, is an activity that takes place inside and outside the self.
Bringing about change in patient‐centred preventive care
Authors: Ledderer Loni 
Published: May 2010

PurposeThis paper aims to explore how healthcare organizations in Denmark transform modern ideas of patient‐centred preventive care into organizational practice. Specific attention is given to the influence of existing organizational practices.Design/methodology/approachA qualitative multiple case study design is used to explore “motivational interviewing”, a health behaviour concept that was introduced in preventive consultations in ten Danish clinics. From an institutional perspective, the concept may be understood as an “organizational recipe” that translates into organizational activities. Data are generated by observations, interviews and document reviews. Theory and data provide the framework for an analytical phase model.FindingsThe paper reveals how abstract ideas on preventive care translate into specific activities in organizations following pre‐existing, general rules of medical practice. Disparities between clinics are related to distinctive local practices, such as clinics' conditions and preventive treatment practices that form local sets of editing rules. Differences in clinic performances result in variations in achieving the ideal of patient‐centred, preventive care prescribed by motivational interviewing.Research limitations/implicationsIt is acknowledged in medical practice that there are different conceptions of the ideal of preventive care. The paper points to the value of promoting transparency in clinical practice and of paying attention to the mismatch between external expectations and organizational capabilities.Originality/valueThe paper adds to the understanding of organizational dynamics at the micro‐level.
Organizing reflexivity in designed change: the ethnoventionist approach
Authors: van Marrewijk Alfons , Veenswijk Marcel , Clegg Stewart 
Published: May 2010

PurposeThe purpose of this paper is to reflect upon the role of intervention‐oriented scientists in the process of organisation development. The paper seeks to contribute to the growing interest in design studies for organisation development and argues that a focus on reflexivity is missing in current debate. The aim of the paper to develop critical reflexiveness for organization design studies by introducing the ethnoventionist approach.Design/methodology/approachThe paper discusses the ideal forms of clinical inquiry, participative action research, ethnography, and the ethnoventionist approach. The ethnoventionist approach is described by its central aspects: a focus on reflexivity, a management (but not managerialist) orientation, commitment to obtaining a deep understanding, connecting the multi‐layered context, and studying in pre‐arranged longitudinal intervals.FindingsThe ethnoventionist approach uses organisational ethnographies to facilitate intervention strategies intended to improve organisations. An example of such an approach in the design of new collaborative practices in the Dutch construction sector is drawn on.Practical implicationsThe essence of the ethnoventionist approach is to obtain a deeper understanding of organisational change. The ethnoventionist approach helps to overcome a lack of attention to management in current ethnographic bodies of knowledge and to deepen existing management approaches to change dynamics. Ethnoventionist approaches can be very useful for intervention‐oriented studies of change processes which require high levels of engagement and which produce high‐quality ethnographic data.Originality/valueThis paper explores a new research approach that has not been discussed previously.
Taking the long view
Authors: McCabe Darren 
Published: May 2010

PurposeThis paper aims to enhance understanding of organizational change by countering managerial and critical assumptions that it is possible to break with the past.Design/methodology/approachA qualitative, case study approach involving interviews with 50 staff, ten supervisors, eight deputy supervisors, four assistant managers, two departmental managers plus the IT, training and personnel managers. The paper focuses on the experiences of supervisors and deputy supervisors.FindingsThat culture cannot be so readily forgotten or reinvented as management gurus assume or critics fear. Memories are stubborn and culture is constituted through them in ways that lead to continuity and change.Research limitations/implicationsLimitations leading to future research include that the study explores only one organization. Second, consultants are not used. Third, the reengineering only focus on a part of the organization. Fourth, the findings can be contrasted with an organization that is considered leading edge.Originality/valueThe qualitative findings provide a complex understanding of change especially in terms of how memory can serve to both facilitate and hinder change initiatives and how attempts to introduce more “informal” cultures simultaneously reproduce “formality”.
Change, meaning and identity at the workplace
Authors: Reissner Stefanie C. 
Published: May 2010

PurposeThe purpose of this paper is to investigate how organisational change can affect the development of personal identities using a narrative approach.Design/methodology/approachThis paper derives from qualitative and inductive cross‐national research into organisational change and learning. Three manufacturing firms, one each from the UK, South Africa and Russia, were studied to investigate sensemaking under conditions of change. Data were collected through narrative interviews and interpreted using an inductive approach borrowing elements from grounded theory and analytic induction.FindingsThe data suggest that organisational change affects the personal identities of those involved through the way in which organisational actors' expectations are being met, exceeded or disappointed. The conclusion is that changes in the work environment can result in major revisions to organisational actors' biographical selves and accompanying stories that give meaning to past experiences and future expectations.Research limitations/implicationsFurther qualitative and inductive research is required to further investigate the dynamics of identity construction under conditions of organisational change.Originality/valueFive short biographical stories by selected research participants provide rich insights into the dynamics of identity development under conditions of organisational change.
Workplace spirituality, contested meaning, and the culture of organization
Authors: Long Brad S. , Helms Mills Jean 
Published: May 2010

PurposeThe purpose of this paper is to contribute to existing critiques of workplace spirituality and organizational culture. The paper links the two by problematising definitions of workplace spirituality that employ a “culture approach” to change, in which the construct is limited to a set of values that gives particular meaning to the workplace.Design/methodology/approachProperties of Weick's sensemaking model combined with a critical sensemaking approach are used to analyze texts in order to show how a spiritual culture may shape the actions of its members by serving as an implicit form of managerial control.FindingsThe paper reveals how some texts, Mitroff and Denton's, in particular, advocate workplace spirituality as necessary for organizations and the individuals who work in them to prosper. Simultaneously, such texts may imply a form of pastoral power, the purpose of which is to re‐affirm a positive self‐image, due to the cueing effects of language that is voiced in specific contexts.Practical implicationsThe paper suggests that a cultural approach to understanding workplace spirituality influences how people can make sense of the organization in which they are members. The potential inordinate reverence of work and one's contribution toward enhanced organizational performance is of interest to all members of organizations because it highlights how control is achieved.Originality/valueThe paper offers some insights into the conditions that promulgate the linkage between work and spiritual fulfilment, and it promotes the continuing development of critical spirituality in organizations in order to overcome the potential managerial instrumentality that is highlighted in this paper.
Effects of online store attributes on customer satisfaction and repurchase intentions
Authors: Roy Dholakia Ruby , Zhao Miao 
Published: May 2010

PurposeThe purpose of this paper is to identify website characteristics that affect customer evaluations and satisfaction with online stores at two interaction points – when the order is placed and after the order has been fulfilled.Design/methodology/approachUsing data collected by bizrate.com, data collected from customers of thousands of online stores, the analysis focuses on the changes in the relationships between website characteristics and customer ratings. Data for two‐time periods, 15 months apart, are used to determine the stability in the observed relationships.FindingsOrder fulfillment variables, particularly on‐time delivery, dominate the effects on overall customer evaluations and satisfaction. The statistical significance of other online store attributes, however, changes as differences are observed between 2003 and 2004.Research limitations/implicationsThe online environment is dynamic and the paper captures some of the changes in the relationships between website attributes and customer satisfaction. This requires continuous monitoring of the online environment. Since the paper relies on secondary data collected by bizrate.com, the research is limited by specific website attributes and measures of customer satisfaction adopted by a commercial enterprise.Practical implicationsOnline retailers must be strategic about fulfillment variables. When online stores compete with each other, it is easier to copy certain attributes like “shipping options” than other attributes such as “on‐time delivery.” This suggests that the most creative, interactive, and vivid online site will not compensate for weak fulfillment and customer support capabilities.Originality/valueNo other paper has looked at these data, collected from real customers making purchases at actual merchant sites, over two time periods. The results provide insights regarding stability of findings.
A new measure of e‐service quality in France
Authors: Rolland Sylvie , Freeman Ina 
Published: May 2010

PurposeThe purpose of this paper is to design, develop and evaluate a reliable and valid scale for the measurement of online retail service quality, specifically in the French context.Design/methodology/approachStudy 1 derived scale items from the literature by content analysis. Study 2 extracted items from two quantitative data sets, gathered by questionnaire from 172 and 125 online shoppers, by exploratory factor and reliability analyses. Study 3 applied psychometric testing and confirmatory factor analysis to data from a survey of 178 e‐shoppers.FindingsThe outcome is “E‐tail SQ”, a 15‐item scale to measure five key user values (labelled ease of use, information content, fulfilment reliability, security/privacy and post‐purchase customer service). These scale items derived from French data are found to be similar to those identified in previous international studies, except that French e‐shoppers place more emphasis than their English‐speaking counterparts on internet security and privacy of personal information.Research limitations/implicationsThe sample profiles place limits on the applicability of the scale across markets and service categories. Further research must be conducted to improve its external validity.Practical implications“E‐tail SQ” can help online retailers in the French marketplace to measure service quality delivered, and thereby to improve it, and may be transferable to other national markets.Originality/valueThis new scale for the measurement of service quality in a specific cultural environment offers online retailers a framework within which to manage their web‐based relationships with a growing number of online shoppers.
Hedonic and utilitarian shopping motivations among Portuguese young adult consumers
Authors: Ribeiro Cardoso Paulo , Carvalho Pinto Sara 
Published: May 2010

PurposeThe purpose of this paper is to identify the main factors that explained the shopping motivations among Portuguese consumers and to categorize possible groups based on those dimensions. The paper also intends to confirm the results obtained in previous studies carried out in the USA, applying their measure instruments to a sample of young adult Portuguese consumers.Design/methodology/approachThe authors performed a quantitative analysis by means of a personal survey using a sample of Portuguese undergraduate students. Principal axis factoring and cluster analysis were carried out to identify main dimensions in shopping motivations and categorize shopper groups.FindingsThe paper identifies seven shopping dimensions: “Pleasure and gratification shopping”, “Idea Shopping”, “Social Shopping”, “Role shopping”, “Value Shopping”, “Achievement” and “Efficiency”. Based on these factors, the paper finds five groups of consumers: “Social shopper”, “Dynamic Shopper”, “Pragmatic Shopper”, “Moderate shopper” and “Involved Shopper”. The findings on the whole confirm the results obtained in previous studies carried out in the USA. This fact contributes to the validation of this motivations framework showing its application on different contexts.Practical implicationsThe paper may contribute to the knowledge of the South European consumer, and states some implications for the international retail chains that work, or intend to work, in this region. Based on the shopper groups, the paper suggests some marketing communication strategies and tactics for retailers.Originality/valueThe results confirm the results obtained in the USA by Arnold and Reynolds and Kim. These findings demonstrate the international applicability of those authors' scales. The paper also proposes a new Portuguese young adult consumer profile based on hedonistic and utilitarian shopping motivations.
How much does labour turnover cost?
Authors: Davidson Michael C.G. , Timo Nils , Wang Ying 
Published: May 2010

PurposeEmployee turnover is a significant challenge for human resource management (HRM) strategies and organisational performance. This study seeks to present findings drawn from an extensive survey of labour turnover in the Australian accommodation sector. A particular focus is placed on turnover rates and costs.Design/methodology/approachBased on labour turnover literature and an industry panel, an online survey was designed and distributed to four‐ and five‐star hotels across Australia. Human resource managers from 64 hotels participated in the survey, providing a representative sample and a response rate of 29 percent.FindingsThe research shows that the major costs are attributed to labour turnover. These are costs that both the industry and individual operators should examine closely, as they impact substantially on hotel operating costs and profitability. It also indicates that the levels of service, consumer experience and value may be impacted.Research limitations/implicationsA limitation of the study is its main focus on tangible labour turnover costs. Additionally, findings based on four‐ and five‐star hotels may not apply to other accommodation sectors.Originality/valueThe literature on hotel labour and turnover costs is limited and the paper provides the first major study in the Australian context, adding new knowledge to one's understanding of labour turnover and cost impact on hotels. It also suggests areas where hotels may better address the turnover issue.