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Article
Publication date: 8 February 2008

Angela M. Wicks and Wynne W. Chin

The purpose of this research is to develop an alternative method of measuring out‐patient satisfaction where satisfaction is the central construct. The Gap Model operationalized…

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Abstract

Purpose

The purpose of this research is to develop an alternative method of measuring out‐patient satisfaction where satisfaction is the central construct. The Gap Model operationalized by SERVQUAL is widely used to measure service quality. However, the SERVQUAL instrument only measures expectations (resulting from the pre‐process segment of the service experience) and perceptions (resulting from the post‐process segment). All three segments should be measured. The lack of proper segmentation and methodological criticisms in the literature motivated this study.

Design/methodology/approach

A partial least squares (PLS) approach, a form of structural equation modeling, is used to develop a framework to evaluate patient satisfaction in three service process segments: pre‐process, process, and post‐process service experiences.

Findings

Results indicate that each process stage mediates subsequent stages, that the process segment is the most important to the patient and that the antecedents have differing impacts on patient satisfaction depending where in the process the antecedent is evaluated.

Research limitations/implications

Only one out‐patient surgery center was evaluated. Patient satisfaction criteria specific to hospital selection are not included in this study.

Practical implications

Results indicate what is important to patients in each service process segment that focus where ambulatory surgery centers should allocate resources.

Originality/value

This study is the first to evaluate patient satisfaction with all three process segments.

Details

International Journal of Health Care Quality Assurance, vol. 21 no. 1
Type: Research Article
ISSN: 0952-6862

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Article
Publication date: 1 May 1983

In the last four years, since Volume I of this Bibliography first appeared, there has been an explosion of literature in all the main functional areas of business. This wealth of…

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Abstract

In the last four years, since Volume I of this Bibliography first appeared, there has been an explosion of literature in all the main functional areas of business. This wealth of material poses problems for the researcher in management studies — and, of course, for the librarian: uncovering what has been written in any one area is not an easy task. This volume aims to help the librarian and the researcher overcome some of the immediate problems of identification of material. It is an annotated bibliography of management, drawing on the wide variety of literature produced by MCB University Press. Over the last four years, MCB University Press has produced an extensive range of books and serial publications covering most of the established and many of the developing areas of management. This volume, in conjunction with Volume I, provides a guide to all the material published so far.

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Management Decision, vol. 21 no. 5
Type: Research Article
ISSN: 0025-1747

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Book part
Publication date: 24 November 2023

Eiddwen Thomas and Shanaz Dorkenoo

Both authors have been involved as lay members in research and other activities for a number of years, ensuring they represent the views of members of the public. This chapter…

Abstract

Both authors have been involved as lay members in research and other activities for a number of years, ensuring they represent the views of members of the public. This chapter identifies what is, and what is not, patient and public involvement as well as highlighting the importance of involving members of the public in all aspects of the research process. Best practice is explored as identified in the UK Standards for Public Involvement 2019 and the UK Policy Framework for Health and Social Care Research 2020. The implications of the Mental Capacity Act and its wording on research matters are also considered. Case studies have been incorporated to highlight the impact of involving patients and members of the public in all aspects of the research process. These include the lessons learnt by researchers and lay members of the team. The aspiration is to move towards more collaboration between members of the public and researchers; therefore, we discuss co-production of research or community-based participatory research (CBPR). We highlight the need for a better partnership between researchers and members of the public. The benefits of this are explored along with the consequences for all involved.

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Ethics and Integrity in Research with Older People and Service Users
Type: Book
ISBN: 978-1-80455-422-7

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Article
Publication date: 1 January 1954

Aarhus Kommunes Biblioteker (Teknisk Bibliotek), Ingerslevs Plads 7, Aarhus, Denmark. Representative: V. NEDERGAARD PEDERSEN (Librarian).

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Abstract

Aarhus Kommunes Biblioteker (Teknisk Bibliotek), Ingerslevs Plads 7, Aarhus, Denmark. Representative: V. NEDERGAARD PEDERSEN (Librarian).

Details

Aslib Proceedings, vol. 6 no. 1
Type: Research Article
ISSN: 0001-253X

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Article
Publication date: 9 February 2015

Luca Gastaldi, Riccardo Mangiaracina, Giovanni Miragliotta, Alessandro Perego and Angela Tumino

Radio frequency identification (RFId) technology has a great potential to improve process efficiency and effectiveness. However, because of the variety of application areas and…

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Abstract

Purpose

Radio frequency identification (RFId) technology has a great potential to improve process efficiency and effectiveness. However, because of the variety of application areas and achievable benefits, structured assessment models are needed to support managers in the adoption decision. The purpose of this paper is to describe a structured method to support the evaluation of the benefits enabled by RFId technology in medical treatment support in the healthcare industry. The method, and its application to an Italian case study, are deeply illustrated so as to increase the knowledge available to decision makers.

Design/methodology/approach

The research underlying this paper has modelled the relationship between the technology and the performance driver of the target process, and then between the performance driver and the measurable key performance indicators of that process. This knowledge, focused on the healthcare industry but still quite general, has been formalised into 12 causal maps. Starting from these maps, a six-step procedure to prioritise the analysis, tailor the maps and adapt (or develop) analytical models to estimate the benefits is presented. The overall method and its application to an Italian case study are deeply illustrated so as to increase the open available knowledge to decision makers.

Findings

The findings are twofold: first, the knowledge represented by the causal maps; and second, the findings of the case study, which shows that efficiency benefits can cover the operative expenses of RFId adoption, but need to be integrated with effectiveness benefits in order to fully justify the investment costs.

Originality/value

The paper provides a contribution for both researchers and practitioners. As the former are concerned, the paper is a first attempt to fill the existing lack of structured approaches concerning the evaluation of potential benefits of RFId for product traceability within a healthcare facility. As for the latter, the presented method has been developed to practically support all those managers who are evaluating whether to adopt RFId technology in their organisation or not. This contribution has a relevant practicality, as it helps decision makers to address their decisions relying on a sound conceptual baseline, and on objective evaluations.

Details

International Journal of Productivity and Performance Management, vol. 64 no. 2
Type: Research Article
ISSN: 1741-0401

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Book part
Publication date: 26 June 2012

Neal M. Ashkanasy, Charmine E.J. Härtel and Wilfred J. Zerbe

The chapters in this volume are drawn from the best contributions to the 2010 International Conference on Emotion in Organizational Life held in Montreal, Canada in August of that…

Abstract

The chapters in this volume are drawn from the best contributions to the 2010 International Conference on Emotion in Organizational Life held in Montreal, Canada in August of that year, complemented with invited chapters consonant with the theme of this volume. This highly successful conference, founded by the editors of this volume, and first held in 1998, is fondly referred to by many as the “Emonet” conference, after the email discussion listserv set up to support the conference and all those interested in advancing knowledge in emotions in organizational settings. We are especially grateful to the conference paper reviewers and acknowledge their service in the appendix of the book.

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Experiencing and Managing Emotions in the Workplace
Type: Book
ISBN: 978-1-78052-676-8

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Article
Publication date: 1 April 2004

Georgios I. Zekos

Investigates the differences in protocols between arbitral tribunals and courts, with particular emphasis on US, Greek and English law. Gives examples of each country and its way…

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Abstract

Investigates the differences in protocols between arbitral tribunals and courts, with particular emphasis on US, Greek and English law. Gives examples of each country and its way of using the law in specific circumstances, and shows the variations therein. Sums up that arbitration is much the better way to gok as it avoids delays and expenses, plus the vexation/frustration of normal litigation. Concludes that the US and Greek constitutions and common law tradition in England appear to allow involved parties to choose their own judge, who can thus be an arbitrator. Discusses e‐commerce and speculates on this for the future.

Details

Managerial Law, vol. 46 no. 2/3
Type: Research Article
ISSN: 0309-0558

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Article
Publication date: 30 August 2022

Angela Shin-yih Chen, Min-dau Bian, Trung Kim Nguyen and Chien-Hua Chang

This study aimed to examine the effects of curiosity on expatriates' innovative work behaviour and job satisfaction in a cross-cultural setting, with the sequential mediating…

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Abstract

Purpose

This study aimed to examine the effects of curiosity on expatriates' innovative work behaviour and job satisfaction in a cross-cultural setting, with the sequential mediating effects of cultural intelligence (CQ) and knowledge-sharing behaviour.

Design/methodology/approach

Data were collected by distributing an online survey to 465 Taiwanese expatriates living and working abroad. Structural equation modelling was used to test the hypotheses via AMOS v.22.

Findings

The results indicate that curiosity is an antecedent of an individual's CQ and both CQ and knowledge-sharing behaviour are sequential mediators in the relationships between curiosity and innovative work behaviour and between curiosity and job satisfaction.

Originality/value

The study expands the existing body of research to analyse personal traits as meaningful factors that enhance CQ and the mechanisms of CQ and knowledge sharing behaviour in the relationship between curiosity and innovative work behaviour and between curiosity and job satisfaction. It offers novel empirical evidence for the important role of curiosity, CQ and knowledge-sharing behaviour in enhancing an individual's innovative work behaviour and job satisfaction in a cross-cultural setting.

Details

European Journal of Innovation Management, vol. 27 no. 2
Type: Research Article
ISSN: 1460-1060

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Book part
Publication date: 8 July 2014

Kwadwo N. Asare, Jane McKay-Nesbitt and Anne LeMaster-Merrick

This chapter reports on the pilot of an innovative approach to business education that was instituted at a small university in the United States. In the program, students were…

Abstract

This chapter reports on the pilot of an innovative approach to business education that was instituted at a small university in the United States. In the program, students were divided into three learning cohorts. Each group was encouraged to learn as a community while taking three integrated classes. Teams competed within their cohort and cohorts competed against other cohorts. Students took introductory managerial accounting, introductory computer information systems and introductory management in the first semester and financial management, operations management and an introductory marketing course in the second semester. The program was designed to bridge the gap between theory and practice by helping students gain a better appreciation of how business functions are integrated. After the first semester, an anonymous survey revealed some useful insights that could be incorporated to enhance such programs. The structure of the program, its benefits, limitations and insights from the survey are reported in this chapter.

Details

Advances in Accounting Education: Teaching and Curriculum Innovations
Type: Book
ISBN: 978-1-78350-851-8

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Case study
Publication date: 20 January 2017

R. Edward Freeman, Lynn Manthy and Jenny Mead

Gender in the workplace. Is it still an issue? While it is increasingly easier in the early 21st century for women to work, manage, and take positions of high responsibility in…

Abstract

Gender in the workplace. Is it still an issue? While it is increasingly easier in the early 21st century for women to work, manage, and take positions of high responsibility in American business, some issues and difficulties still remain. This series of vignettes touches on some difficult situations—for both women and men—involving sexual and romantic relationships in the workplace, decisions on whether to start a family, dress codes, family obligations, and sexual harassment.

Details

Darden Business Publishing Cases, vol. no.
Type: Case Study
ISSN: 2474-7890
Published by: University of Virginia Darden School Foundation

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