bluuebunny/crossref_metadata_2025_split huggingface dataset:
Impact of a novel training experience on the development of a customer service culture in a large hospital trust
Authors: Eales‐Reynolds Lesley‐Jane , Clarke Colin 
Published: July 2012

PurposeThis study was designed with the intention of exploring the effectiveness of a novel approach to training health services workers to meet the aims of raising awareness of their customer care framework and encouraging a culture of customer service throughout their organisation.Design/methodology/approachThe impact of the educational intervention was examined using a mixed methods approach involving pre‐ and post‐workshop questionnaires and one‐to‐one, semi‐structured interviews.FindingsThe paper finds that the approach adopted was effective in raising awareness of the customer care framework and in enhancing participant's self‐efficacy in relation to the principles of customer care. Transference to the workplace was dependent on personality and departments having sufficient numbers of staff participating.Research limitations/implicationsTime and resources for the project limited the follow‐up interviews designed to explore if, and to what extent, the learning had had a lasting impact on participants and if it had enabled transference to the workplace. In addition, complications in releasing people from work in order to take part meant that a number of volunteers had to withdraw. This limits the range of data obtained.Originality/valueThis paper describes a novel research‐informed approach to training, involving participants in high fidelity, error‐based simulations and in a research process which facilitated their repeated reflection on the learning. As a result the paper demonstrates large‐scale training of customer care can effectively impact on practice.
Implementation of a quality management system according to 9001 standard in a hospital in the home unit
Authors: Rodríguez‐Cerrillo Matilde , Fernández‐Díaz Eddita , Iñurrieta‐Romero Amaia , Poza‐Montoro Ana 
Published: July 2012

PurposeThe purpose of this paper is to describe changes and results obtained after implementation of a quality management system (QMS) according to ISO standards in a Hospital in the Home (HIH) Unit.Design/methodology/approachThe paper describes changes made and outcomes achieved. This took part in the HiH Unit, Clinico Hospital, Madrid, Spain, and looked at admissions, mean stay, patient satisfaction, adverse events, returns to hospital, no admitted referrals, complaints, compliance to protocols, equipment failures and resolution of urgent consultations.FindingsIn June 2008, HiH Unit, Clinico Hospital obtained ISO certification. The main results achieved are as follows. There was an increase in patients' satisfaction – in June 2008, assessment of the quality of care provided by staff was scored at 4.7 (on a scale of 1 to 5); in 2010 it has been scored at 4.96. Patient satisfaction rate has increased from 92 percent to 98.8 percent. No complaints from patients were received. Unscheduled returns to hospital have decreased from 7 percent to 3 percent. There were no medical equipment failures. External suppliers' performance has improved. Material and medication needed by staff was available when necessary. The number of admissions has increased. Compliance to protocols has reached 97 percent. Inappropriate referrals have decreased by 8 percent. Six medications‐related incidents were detected; in two cases the incident was not due to an error. In the other four cases error could have been detected before reaching the patient.Originality/valueImplementations of an ISO quality management system allow improved quality of care and patient satisfaction in a HIH Unit.
Uncovering the common ground in qualitative inquiry
Authors: Gullick Janice , West Sandra 
Published: July 2012

PurposeThe purpose of this paper is to describe the use of a common qualitative data set analysed with both a quality improvement tool to facilitate service improvement, and a rigorous research methodology to engage beginning nurse researchers in a mentored project.Design/methodology/approachA qualitative cohort study of the experience of hospitalisation across six diagnostic groups interrogated data from 104 patient and carer interviews using the Picker Dimensions of Experience and Heideggerian Phenomenology.FindingsThe paper reveals that well‐conducted qualitative interviews can provide common ground for service improvement initiatives and rigorous research analysis.Research limitations/implicationsThe Picker Dimensions use simple coding methods that push findings towards utility, but at times are overly reductionist and exile any data not related to hospital services. Heideggerian phenomenology is training and resource intensive, but its exploration of the meaning of the illness experience provides a profound backdrop for the subsequent understanding of hospitalisation.Practical implicationsThe access that qualitative data provides to the patient and family's perspective is becoming increasingly valued in processes of ongoing quality improvement, clinical redesign and evaluation for hospital accreditation.Social implicationsThe intrinsic rewards of deep qualitative analysis for the staff involved are extraordinary. Clinicians were humbled by new understandings, which surprised them despite their long clinical experience.Originality/valueWhile quality improvement processes require training, ethics applications and data collection, the same framework can support rigorous qualitative research through use of the data as “common ground”. The researchers experienced a tension, but eventually, a balance between the strengths and limitations of these combined modes of qualitative inquiry.
Co‐creation and learning in health‐care service development
Authors: Elg Mattias , Engström Jon , Witell Lars , Poksinska Bozena 
Published: July 2012

PurposeThe purpose of this study is to develop and evaluate a model for patient co‐creation and learning based on diaries for use in health‐care service development. In particular, the study aims to investigate the process of patient co‐creation and different mechanisms through which health‐care service providers can learn from the patient.Design/methodology/approachThe study is based on an action research approach. First, a development phase for patient co‐creation and learning leading to a proposed model was conducted. Second, a test phase of the diary‐based method was performed on 53 patients in three cases: orthopaedic care, rehabilitation care and gastroenterology care.FindingsThe study suggests a model for co‐creation and learning in health‐care service development through three learning methods. First, the model may be used as a means for generating and collecting patient ideas; second, a single patient's story can be illustrated and can serve as incentive for health‐care service development and creation of patient‐centred care; finally, a larger number of diaries can be analysed and combined with patient surveys to provide a deeper understanding of how the patient experiences health care services.Originality/valueThis study extends the research on diary‐based methods as an operationalisation of co‐creation in two ways. First, the study offers new and more diverse ways of using the rich material provided by customer diaries in the development of services. Second, the study suggests a co‐creation approach of involving patients in health‐care service development through patient diaries.
How to transform consumers into fans of your brand
Authors: Jahn Benedikt , Kunz Werner 
Published: July 2012

PurposeBrand fan pages on social networks have become very popular online services. However, empirical research on fan pages is still in its infancy. Therefore, the purpose of this study is to investigate the effect of fan pages on the customer‐brand relationship and what motivates users to participate.Design/methodology/approachFor this a framework was developed based on classical concepts of use and gratification theory, customer engagement, and involvement theory. The model is tested using a multi‐step approach of qualitative and quantitative methods.FindingsThe paper can show a significant influence from online service usage behavior on the fan page on the customer‐brand relationship. Furthermore, the paper identifies different values such as functional and hedonic content as drivers of fan‐page participation.Research limitations/implicationsThe results are limited by the used data set, which is not representative for all industries and is cross‐sectional. Further research could build up a database over a longitudinal time frame in different industries. The results are interesting for theory and practice. They confirm the positive effect of integration and engagement in general and show that fan pages are more than just tools to connect brand fans. They are also instruments for gaining new fans.Originality/valueThe present study is the first study that not only shows the effect of fan pages on customer behavior, but also analyses the motives for participation and the crucial constructs to manage them successfully.
Customer experience modeling: from customer experience to service design
Authors: Teixeira Jorge , Patrício Lia , Nunes Nuno J. , Nóbrega Leonel , Fisk Raymond P. , Constantine Larry 
Published: July 2012

PurposeCustomer experience has become increasingly important for service organizations that see it as a source of sustainable competitive advantage, and for service designers, who consider it fundamental to any service design project.Design/methodology/approachIntegrating contributions from different fields, CEM was conceptually developed to represent the different aspects of customer experience in a holistic diagrammatic representation. CEM was further developed with an application to a multimedia service. To further develop and build CEM's models, 17 customers of a multimedia service provider were interviewed and the data were analyzed using Grounded Theory methodology.FindingsCombining multidisciplinary contributions to represent customer experience elements enables the systematization of its complex information. The application to a multimedia service highlights how CEM can facilitate the work of multidisciplinary design teams by providing more insightful inputs to service design.Originality/valueCEM supports the holistic nature of customer experience, providing a systematic portrayal of its context and shifting the focus from single experience elements to their orchestration.
Service's scientific community: a social network analysis (1995‐2010)
Authors: Esteves Martins Michele , Silveira Martins Guilherme , Mario Csillag João , Carla Farias Pereira Susana 
Published: July 2012

PurposeThe purpose of this paper is to characterize and discuss the collaborative network formed by researchers that published about services in the top journals in Operations, Marketing, and Human Resources Management, and provide further comparison with major Service journals.Design/methodology/approachThe method used was designed documentary research using papers published in the top three relevant international journals specific to Operations, Marketing, and Human Resources from 1995 to 2010. Papers were selected using a search of the ABI/Inform Global (Proquest) database on the word “service” in the title, abstract, or keywords. Additionally, it included two major Service journals. A total of 1,481 papers and 2,457 authors composed the Social Network Analysis (SNA).FindingsThe co‐authorship network revealed that the social structure is highly fragmented. However, its main component can be classified as “small world”, indicating that authors are connected to others outside their group through a small number of intermediaries. This type of structure is favorable both to knowledge flow and development.Practical implicationsThe results may be valuable to the community of researchers interested in the theme of Services, as well as in the fields of Operations, Marketing, and Human Resources to identify researchers and research groups. Thus, it can serve as guidance for publishers, colleges, and companies in the search for scholars in the service subject.Originality/valueThe paper uses SNA to investigate the interaction/collaboration of co‐authors using authorship as the unit of analysis.
Development of insurance regulation in Ireland
Authors: Brophy Richard 
Published: July 2012

PurposeThe purpose of this paper is to chart the chronology of insurance regulation in Ireland and evaluate the integration within European Union directives.Design/methodology/approachThe approach used was to chart the development of insurance regulation in Ireland and establish the stakeholders in the insurance industry that are affected by regulation. The various aspects of the EU involvement in regulation were also listed.FindingsIreland is one of the few countries that has a single financial regulator that is the Central (Reserve) Bank. The Central Bank is recognised as the Irish national regulator for all insurance activities in the EU and with that carries responsibility for implementing EU directives. In comparing other regulatory systems, there is a mixture of direct government involvement, sector specific regulation, financial services regulation and Central Bank acting as regulator.Research limitations/implicationsResearch is based on literature review and data obtained from the EU regarding national regulators. It does not set a standard of regulation or compare different regulators but establishes the different forms of regulation in Ireland and the EU.Practical implicationsThe paper establishes Ireland's insurance regulatory environment amongst its European peers. It also charts the development of insurance regulation from solvency to the current model of solvency and consumer protection with the other offices of Financial Services Ombudsman.Originality/valueThe paper is based on research based on literature review and data obtained from the EU regarding national regulators.
Bribery Act 2010: implications for regulated firms
Authors: Yeoh Peter 
Published: July 2012

PurposeThe UK responded with Bribery Act 2010 (BA 2010) after various international criticisms. The purpose of this article is to review its implications for UK regulated firms and foreign equivalents.Design/methodology/approachThe approach adopted is qualitative relying on primary and secondary data analysis. The paper will analyse recent enforcement cases to guide the interpretations of the legal impact of the statute.FindingsThe study suggests five key findings. First, contrary to criticisms, BA 2010 is not without teeth. Second, the UK's position is not particularly unique as the USA and other European jurisdictions have broadly equivalent provisions. Third, BA 2010 contrary to criticisms does not use a one‐size fits all approach as allowance is provided for the use of common‐sense and proportionate approach. Fourth, significant numbers of regulated firms do not appear to implement comprehensive anti‐bribery systems. Fifth, there are some key differences with the better known US Foreign Corrrupt Practices Act (FCPA).Practical implicationsThe analysis suggests that regulated firms and others affected by BA 2010 would need to take a more serious view of its legal consequences and respond with more robust anti‐bribery procedures and systems.Originality/valueContrary to the earlier alluded criticisms, the terms in the statute are to a large extent clear and accessible. The study reinforces the argument that current regulated‐firms' anti‐bribery procedures are not entirely satisfactory prompting the suggestion for improvements.
Risk management and Basel‐Accord‐implementation in Pakistan
Authors: Masood Omar , Fry John 
Published: July 2012

PurposeRecent events demonstrate that problems in the banking system pose a significant threat to the health of the global economy. Despite several shortcomings the Basel Accord thus emerges as an attempt to protect banking systems. The purpose of this study is to shed light on potential barriers to implementation of the Basel Accord in emerging countries. Several issues of wider interest to risk management and financial regulation also emerge.Design/methodology/approachThe paper maps implementation of the Basel Accord against the wider regulatory context. Against this backdrop, the Basel Accord appears well‐motivated but is limited by several practical considerations. These factors, amidst other practical implications, are identified as the paper applies rigorous statistical methods to novel primary survey data from risk managers.FindingsThe Basel Accord is generally well‐received due its dual aims of improved capital administration and scientific risk management. Operational risk is a significant barrier to implementation, with a number of further issues only partially addressed (see below). Equally supported by both public and private sector banks the reasons for delay appear due to lack of technical expertise and the level of preparation. Results highlight credit risk, practical implementation issues (IT and HR), minimal capital requirements, data security and operational risk as issues of critical importance.Originality/valueThe originality of the contribution lies in the scientific treatment of novel primary data from risk managers tasked with implementation of the Basel Accord. Findings suggest several important practical implications discussed above.
Derivatives listing strategy
Authors: Karathanasis George , Sogiakas Vasilios , Toudas Kenellos 
Published: July 2012

PurposeNowadays, a very interesting issue that matters both to academics and practitioners is the necessity and/or the usefulness of financial market regulation. This topic has many alternative dimensions, one of which concerns the derivative listing process. The main objective of the derivative's market regulatory authorities is the profitability of its members and the good performance of the exchange. The purpose of this paper is to investigate empirically the specific criteria that have governed the regulation process with respect to the derivative listing in the Athens Derivatives Exchange (ADEX).Design/methodology/approachThe econometric part of the paper consists of two steps. The first step, deals with the estimation of the volatility, the default probability and the corporate governance provision index for each candidate firm. The second step consists of the utilization of a logit regression for the determination of the regressors and their significance in explaining which firms should be included into the derivatives and non‐derivatives groups. This analysis is extended through a rolling window technique that captures the time varying characteristics of the estimated coefficients of the derivatives listing strategy implemented by the ADEX.FindingsAccording to the empirical findings, the ADEX's regulatory authorities have considered mainly the corresponding firms' capitalization while the creditworthiness and the managerial characteristics of the candidates have been adopted only partially.Originality/valueTo the best of the authors' knowledge, the existing literature is confined to US markets and nothing has been done with respect to European Derivatives Markets. This paper investigates the Greek case, the Athens Derivatives Exchange. In addition to the factors investigated by Mayhew and Mihov and Jennings and Starks, the authors have extended their analysis to include such factors as creditworthiness and managerial characteristics of firms.
Bank failure and deposit protection in the Isle of Man
Authors: Morris Philip 
Published: July 2012

PurposeThe Isle of Man, a British Isles offshore jurisdiction located in the middle of the Irish Sea, has experienced three separate bank collapses during a relatively brief 26 year period. These collapses have affected in excess of 20,000 depositors and inflicted significant damage on investor confidence in the Isle of Man as an offshore finance centre. The purpose of this paper is to trace the evolution of deposit protection during this time frame, teasing out the delicate balance required in small offshore jurisdictions between rigorous standards of investor protection on the one hand and the vital importance of remaining competitive with rival offshore finance centres on the other. It critically evaluates the recently enacted Isle of Man deposit compensation scheme (DCS) by reference to this organising principle.Design/methodology/approachThe paper outlines the nature of the Manx jurisdiction and its offshore development. Focussing on the period 1982‐2010, it discusses the three separate bank collapses and insular regulatory and legislative responses. The focal point of the paper is a critical evaluation of the new Isle of Man DCS including comparisons where appropriate with deposit protection schemes in the Channel Islands offshore jurisdictions of Jersey and Guernsey and discussion of the extent to which the new Isle of Man DCS complies with specific features of recently formulated international best practice standards.FindingsThe paper reports that insular regulatory and government responses to bank collapses have tended to be distinctly short‐term and reactive. Despite being the first small offshore jurisdiction in the world to embrace the principle of deposit protection in 1991, there has been a conspicuous failure in the Isle of Man to develop related financial safety net policies, and the overriding motive for the introduction and indeed continuation of deposit protection has been to repair enduring reputational damage inflicted on its offshore finance centre by successive bank failures. The new Isle of Man DCS conforms to this model, reflecting insular anxieties regarding risks of lost banking business to rival offshore jurisdictions as opposed to rigorous standards of investor protection.Originality/valueAnalysis contained in this paper sheds light on the problem of effective deposit protection in small offshore jurisdictions, including tensions in policy terms between principled investor protection and finance centre reputational and competitiveness concerns. It also highlights, more broadly, the endemic problem of delivering optimum investor protection at (small) jurisdictional level in the context of international banking groups operating on a multi‐jurisdictional basis and deploying entrenched business models which operationalise offshore banking arms as essentially vehicles for the onward transmission of liquid funds to treasury functions located in parent groups' home jurisdictions.