Amit Desai, Giulia Zoccatelli, Sara Donetto, Glenn Robert, Davina Allen, Anne Marie Rafferty and Sally Brearley
To investigate ethnographically how patient experience data, as a named category in healthcare organisations, is actively “made” through the co-creative interactions of data…
Abstract
Purpose
To investigate ethnographically how patient experience data, as a named category in healthcare organisations, is actively “made” through the co-creative interactions of data, people and meanings in English hospitals.
Design/methodology/approach
The authors draw on fieldnotes, interview recordings and transcripts produced from 13 months (2016–2017) of ethnographic research on patient experience data work at five acute English National Health Service (NHS) hospitals, including observation, chats, semi-structured interviews and documentary analysis. Research sites were selected based on performance in a national Adult Inpatient Survey, location, size, willingness to participate and research burden. Using an analytical approach inspired by actor–network theory (ANT), the authors examine how data acquired meanings and were made to act by clinical and administrative staff during a type of meeting called a “learning session” at one of the hospital study sites.
Findings
The authors found that the processes of systematisation in healthcare organisations to act on patient feedback to improve to the quality of care, and involving frontline healthcare staff and their senior managers, produced shifting understandings of what counts as “data” and how to make changes in response to it. Their interactions produced multiple definitions of “experience”, “data” and “improvement” which came to co-exist in the same systematised encounter.
Originality/value
The article's distinctive contribution is to analyse how patient experience data gain particular attributes. It suggests that healthcare organisations and researchers should recognise that acting on data in standardised ways will constantly create new definitions and possibilities of such data, escaping organisational and scholarly attempts at mastery.
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Jianliang Hao, Robert Glenn Richey Jr, Tyler R. Morgan and Ian M. Slazinik
Researchers have examined the influence of the factors on reducing return rates in retailing over the years. However, the returns experience is often an overlooked way to drive…
Abstract
Purpose
Researchers have examined the influence of the factors on reducing return rates in retailing over the years. However, the returns experience is often an overlooked way to drive customer engagement and repeat sales in the now ubiquitous omnichannel setting. The focus on returns prevention in existing research overshadows management’s need to understand better the comprehensive mechanics linking the customer in-store return experience with their repurchase actions. Recognizing the need to bridge different stages of the returns management process, this research aims to explore the facilitators and barriers of in-store return activities.
Design/methodology/approach
Analysis of customer corporate data from 5,339 returns at the retail level provides insights from the customer return experience. Expanding our theoretical understanding, a deductive research approach then examines how those factors impact customer repurchase intentions both online and at brick-and-mortar stores. Stage two of the study employs a scenario-based role-playing experiment with consumer respondents to test hypotheses derived from signaling theory and justice theory.
Findings
Results find that returns policy and loyalty program capabilities are essential in creating a positive customer in-store experience. Moreover, a return experience enhanced by frontline employee service can retain existing shoppers and drive additional store traffic, further stimulating retailer sales.
Originality/value
These findings refine our understanding of returns management in evolving omnichannel retailing and offer practical insights for retailers to manage customer relationships through in-store returns.
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Tyler R. Morgan, Robert Glenn Richey Jr and Alexander E. Ellinger
The purpose of this paper is to create an instrument for conducting future supply chain transparency research by developing and validating a measure of supplier transparency…
Abstract
Purpose
The purpose of this paper is to create an instrument for conducting future supply chain transparency research by developing and validating a measure of supplier transparency. Specifically, the research develops a two-dimensional measure of supplier transparency that builds on previous studies that independently examine visibility and traceability in supply chain management (SCM)/logistics.
Design/methodology/approach
The scale development process is carried out over three stages (item generation, scale purification, scale validation). Survey methods are used with two separate data collection phases involving a total of 358 managers from multiple and diverse industries.
Findings
The new supplier transparency measure is a concise, two-dimensional scale that has the potential for significant usage in the development and testing of SCM theory.
Research limitations/implications
This study implemented a purposefully general sampling procedure. However, different industries may have additional, specific constraints regarding what it means to be a transparent supplier. Additional opportunities for future research include applying the new supplier transparency measure to examine supply chain frameworks, regulatory compliance, supply chain relationships and the implementation of information technology.
Practical implications
Firms are under increasing pressure to be transparent about partner sourcing, resource utilization and other transactional issues related to the products and processes in their supply chains. The new measure may be utilized to address these issues as well as the interaction between supply chain operations and stakeholders by facilitating a quantitative assessment of supplier transparency.
Originality/value
Drawing on the established constructs of supply chain visibility and traceability, a measure of supplier transparency is developed, supported by a review of the literature, input from subject matter experts and interviews with supply chain managers. Suggestions are made for future validation of supplier transparency within established supply chain frameworks.
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Pei Xu, Joonghee Lee, James R. Barth and Robert Glenn Richey
This paper discusses how the features of blockchain technology impact supply chain transparency through the lens of the information security triad (confidentiality, integrity and…
Abstract
Purpose
This paper discusses how the features of blockchain technology impact supply chain transparency through the lens of the information security triad (confidentiality, integrity and availability). Ultimately, propositions are developed to encourage future research in supply chain applications of blockchain technology.
Design/methodology/approach
Propositions are developed based on a synthesis of the information security and supply chain transparency literature. Findings from text mining of Twitter data and a discussion of three major blockchain use cases support the development of the propositions.
Findings
The authors note that confidentiality limits supply chain transparency, which causes tension between transparency and security. Integrity and availability promote supply chain transparency. Blockchain features can preserve security and increase transparency at the same time, despite the tension between confidentiality and transparency.
Research limitations/implications
The research was conducted at a time when most blockchain applications were still in pilot stages. The propositions developed should therefore be revisited as blockchain applications become more widely adopted and mature.
Originality/value
This study is among the first to examine the way blockchain technology eases the tension between supply chain transparency and security. Unlike other studies that have suggested only positive impacts of blockchain technology on transparency, this study demonstrates that blockchain features can influence transparency both positively and negatively.
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Tyler R. Morgan, Mert Tokman, Robert Glenn Richey and Cliff Defee
The purpose of this paper is to extend existing and motivate future sustainable supply chain management (SCM) and logistics research by examining a structure-conduct-performance…
Abstract
Purpose
The purpose of this paper is to extend existing and motivate future sustainable supply chain management (SCM) and logistics research by examining a structure-conduct-performance framework linking resource commitment to sustainable SCM, reverse logistics, and operational performance. A sustainable reverse logistics capability is investigated as mediating the performance benefits associated with resource commitments to sustainable SCM.
Design/methodology/approach
Survey methods and structural equation modeling were used to collect and analyze data from 180 supply chain professionals.
Findings
The results of a mediated model suggest that resource commitments may be used to develop a sustainable reverse logistics capability, reducing the environmental impact of reverse logistics activities. A strong sustainable reverse logistics capability results from resources committed specifically to sustainable reverse logistics and a commitment to the sustainability of the supply chain.
Research limitations/implications
This study applied a purposefully general sampling procedure. Specific industries may have additional constraints (e.g. risk, transparency, governance factors) that directly impact reverse logistics. These constraints are limitations of the study as well as opportunities for future research. Resource commitment is critical to the success of an overall firm strategy to build a sustainable supply chain, especially when considering reverse logistics.
Practical implications
As managers examine the benefits of sustainable SCM, they must consider the resources required. For firms engaging in sustainable SCM, developing a sustainable reverse logistics capability is a key success factor for improved performance.
Originality/value
Given the growing acceptance and importance of sustainable SCM, this research provides insights to managers and academics regarding the key mediating role of a sustainable reverse logistics capability when integrated into existing and future supply chain research frameworks and processes.
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Zachary Williams, Michael S. Garver and Robert Glenn Richey Jr
The influence of security practices is increasingly common in the supply chain management and logistics literature. However, an under-researched area exists within the logistics…
Abstract
Purpose
The influence of security practices is increasingly common in the supply chain management and logistics literature. However, an under-researched area exists within the logistics service provider (LSP) selection process. The purpose of this paper is to introduce a security capability into the LSP selection process. Specifically, this research seeks to understand partner willingness to compensate and collaborate with service providers that possess a security capability.
Design/methodology/approach
Adaptive choice modeling is adopted to assess the influence of a security capability in the LSP selection process. This study represents the first use of this method in supply chain management and logistics research. Cluster analysis is also performed to uncover specific buyer segments along with traditional regression-based significance testing and counting analysis.
Findings
The findings indicate that security can have an important influence on the LSP selection process. In particular, the findings note a willingness to pay for a security capability in LSP selection. Applying segmentation techniques to the findings, three LSP buying segments are determined, each placing different importance and value on LSP capabilities.
Practical implications
This research notes an ongoing provider deficiency in security offerings. Partner firms sometimes maintain a cost focus, but others show a willingness to pay higher prices for access to partners with a security capability. Key practitioner findings include the need to include security with other traditional selection variables. The study walks the researcher and manager through the development of segments based on LSP capabilities.
Originality/value
This manuscript investigates logistic service provider selection. The authors detail an advanced form of conjoint analysis, adaptive conjoint modeling, for first time consideration. Additionally, this is the first study to integrate security into the LSP selection process. This is also the first study to identify a willingness to pay for a security capability.
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Robert Glenn Richey, Tyler R. Morgan, Kristina Lindsey-Hall and Frank G. Adams
Journals in business logistics, operations management, supply chain management, and business strategy have initiated ongoing calls for Big Data research and its impact on research…
Abstract
Purpose
Journals in business logistics, operations management, supply chain management, and business strategy have initiated ongoing calls for Big Data research and its impact on research and practice. Currently, no extant research has defined the concept fully. The purpose of this paper is to develop an industry grounded definition of Big Data by canvassing supply chain managers across six nations. The supply chain setting defines Big Data as inclusive of four dimensions: volume, velocity, variety, and veracity. The study further extracts multiple concepts that are important to the future of supply chain relationship strategy and performance. These outcomes provide a starting point and extend a call for theoretically grounded and paradigm-breaking research on managing business-to-business relationships in the age of Big Data.
Design/methodology/approach
A native categories qualitative method commonly employed in sociology allows each executive respondent to provide rich, specific data. This approach reduces interviewer bias while examining 27 companies across six industrialized and industrializing nations. This is the first study in supply chain management and logistics (SCMLs) to use the native category approach.
Findings
This study defines Big Data by developing four supporting dimensions that inform and ground future SCMLs research; details ten key success factors/issues; and discusses extensive opportunities for future research.
Research limitations/implications
This study provides a central grounding of the term, dimensions, and issues related to Big Data in supply chain research.
Practical implications
Supply chain managers are provided with a peer-specific definition and unified dimensions of Big Data. The authors detail key success factors for strategic consideration. Finally, this study notes differences in relational priorities concerning these success factors across different markets, and points to future complexity in managing supply chain and logistics relationships.
Originality/value
There is currently no central grounding of the term, dimensions, and issues related to Big Data in supply chain research. For the first time, the authors address subjects related to how supply chain partners employ Big Data across the supply chain, uncover Big Data’s potential to influence supply chain performance, and detail the obstacles to developing Big Data’s potential. In addition, the study introduces the native category qualitative interview approach to SCMLs researchers.
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Annette Boaz, Glenn Robert, Louise Locock, Gordon Sturmey, Melanie Gager, Sofia Vougioukalou, Sue Ziebland and Jonathan Fielden
The potential for including patients in implementation processes has received limited attention in the literature. The purpose of this paper is to explore the different roles…
Abstract
Purpose
The potential for including patients in implementation processes has received limited attention in the literature. The purpose of this paper is to explore the different roles adopted by 63 patients that emerged during and after four participatory quality improvement interventions, and the nature of their impact upon implementation processes and outcomes.
Design/methodology/approach
A cross-case ethnographic comparison of Experience-based Co-design in two clinical pathways in two UK NHS Trusts.
Findings
Two key themes emerge from the data. First, the authors found a range of different roles adopted by patients within and across the four projects; some were happy to share their experiences, others also helped to identify improvement priorities alongside staff whilst others were also involved in developing potential solutions with the staff who had cared for them. A few participants also helped implement those solutions and became “experts by experience” through engaging in the whole co-design process. Second, in terms of the impact of patient engagement with the co-design process whilst the changes championed by patients and carers were often small scale, as co-designers patients provided innovative ideas and solutions. Through their involvement and contributions they also acted as catalysts for broader change in the attitudes of staff by providing a motivation for wider organisational and attitudinal changes.
Research limitations/implications
The research was conducted in two clinical pathways in two NHS trusts. However, the findings complement and add to the growing body of knowledge on experience based co-design.
Practical implications
Patient engagement is likely to require support and facilitation to ensure that patients can play a meaningful role as partners and co-designers in service improvement and implementation. Different roles suited particular individuals, with participants stepping in and out of the co-design process at various stages as suited their needs, capacities and (albeit sometimes perceptions re) skills. In this context, facilitation needs to be sensitive to individual needs and flexible to support involvement.
Social implications
Patients and carers can play active roles in service improvement, particularly where the approach facilitate active engagement as co-designers.
Originality/value
Analysis of the role patients and carers in implementation and improvement.
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Elizabeth Morrow, Glenn Robert and Jill Maben
The purpose of this paper is to explore the nature and impact of leadership in relation to the local implementation of quality improvement interventions in health care…
Abstract
Purpose
The purpose of this paper is to explore the nature and impact of leadership in relation to the local implementation of quality improvement interventions in health care organisations.
Design/methodology/approach
Using empirical data from two studies of the implementation of The Productive Ward: Releasing Time to Care™ in English hospitals, the paper explores leadership in relation to local implementation. Data were attained from in-depth interviews with senior managers, middle managers and frontline staff (n=79) in 13 NHS hospital case study sites. Framework Approach was used to explore staff views and to identify themes about leadership.
Findings
Four overall themes were identified: different leadership roles at multiple levels of the organisation, experiences of “good and bad” leadership styles, frontline staff having a sense of permission to lead change, leader's actions to spread learning and sustain improvements.
Originality/value
This paper offers useful perspectives in understanding informal, emergent, developmental or shared “new” leadership because it emphasises that health care structures, systems and processes influence and shape interactions between the people who work within them. The framework of leadership processes developed could guide implementing organisations to achieve leadership at multiple levels, use appropriate leadership roles, styles and behaviours at different levels and stages of implementation, value and provide support for meaningful staff empowerment, and enable leader's boundary spanning activities to spread learning and sustain improvements.
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Elizabeth Morrow, Glenn Robert, Jill Maben and Peter Griffiths
This paper aims to focus on facilitating large‐scale quality improvement in health care, and specifically understanding more about the known challenges associated with…
Abstract
Purpose
This paper aims to focus on facilitating large‐scale quality improvement in health care, and specifically understanding more about the known challenges associated with implementation of lean innovations: receptivity, the complexity of adoption processes, evidence of the innovation, and embedding change. Lessons are drawn from the implementation of The Productive Ward: Releasing Time to Care™ programme in English hospitals.
Design/methodology/approach
The study upon which the paper draws was a mixed‐method evaluation that aimed to capture the perceptions of three main stakeholder groups: national‐level policymakers (15 semi‐structured interviews); senior hospital managers (a national web‐based survey of 150 staff); and healthcare practitioners (case studies within five hospitals involving 58 members of staff). The views of these stakeholder groups were analysed using a diffusion of innovations theoretical framework to examine aspects of the innovation, the organisation, the wider context and linkages.
Findings
Although The Productive Ward was widely supported, stakeholders at different levels identified varying facilitators and challenges to implementation. Key issues for all stakeholders were staff time to work on the programme and showing evidence of the impact on staff, patients and ward environments.
Research limitations/implications
To support implementation, policymakers should focus on expressing what can be gained locally using success stories and guidance from “early adopters”. Service managers, clinical educators and professional bodies can help to spread good practice and encourage professional leadership and support. Further research could help to secure support for the programme by generating evidence about the innovation, and specifically its clinical effectiveness and broader links to public expectations and experiences of healthcare.
Originality/value
This paper draws lessons from the implementation of The Productive Ward programme in England, which can inform the implementation of other large‐scale programmes of quality improvement in health care.