Kui‐Son Choi, Hanjoon Lee, Chankon Kim and Sunhee Lee
Aims to investigate the structural relationships between out‐patient satisfaction and service quality dimensions under a South Korea health care system where patients have…
Abstract
Purpose
Aims to investigate the structural relationships between out‐patient satisfaction and service quality dimensions under a South Korea health care system where patients have substantial freedom in choosing their medical service providers and to further study the causal relationship between service quality and satisfaction between out‐patient subgroups obtained on the basis of gender, age and types of services received.
Design/methodology/approach
After assessing the construct validity of the service quality dimensions based on confirmatory factor analysis, a path model specifying the relationships between service quality dimensions and patient satisfaction was estimated. The next analysis was a series of multi‐sample analyses. A multigroup LISREL analysis was used to test the invariance of structural paths between service quality dimensions and patient satisfaction.
Findings
Results indicated that the general causal relationship between service quality and patient satisfaction was well supported in the South Korean health‐care delivery system. An examination of the estimated path coefficients showed that the pattern of relationships between service quality and patient satisfaction was similar across the gender, age, and service type subgroups. Results also revealed that the level of satisfaction, on the other hand, was not the same for subgroups when divided by age and the types of services received.
Originality/value
Since the majority of the past studies have been geographically concentrated in the countries in North America and Western Europe, the findings of this study expand understanding of the relationships between service quality and patient satisfaction.
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Keywords
Sik Sumaedi, I Gede Mahatma Yuda Bakti, Tri Rakhmawati, Nidya Judhi Astrini, Medi Yarmen and Tri Widianti
– This study aims to investigate the simultaneous effect of subjective norm, perceived behavioral control and trust on patient loyalty.
Abstract
Purpose
This study aims to investigate the simultaneous effect of subjective norm, perceived behavioral control and trust on patient loyalty.
Design/methodology/approach
The empirical data were collected through survey. The respondents of the survey are 157 patients of a health-care service institution in Bogor, Indonesia. Multiple regressions analysis was performed to test the conceptual model and the proposed hypotheses.
Findings
The findings showed that subjective norm and trust influence patient loyalty positively. However, this research also found that perceived behavioral control does not influence patient loyalty significantly.
Research limitations/implications
The survey was only conducted at one health-care service institution in Bogor, Indonesia. In addition, convenience sampling method was used. These conditions may cause that the research results can not be generalized to the other contexts. Therefore, replication research is needed to test the stability of the findings in the other contexts.
Practical implications
Health-care service institutions need to pay attention to trust and subjective norm to establish patient loyalty.
Originality/value
This study is believed to be the first to develop and test patient loyalty model that includes subjective norm, perceived behavioral control and trust.
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Medi Yarmen, Sik Sumaedi, I Gede Mahatma Yuda Bakti, Tri Rakhmawati, Nidya Judhi Astrini and Tri Widianti
This research aims to investigate the simultaneous effect of trust, subjective norm, image and perceived risk on patient loyalty.
Abstract
Purpose
This research aims to investigate the simultaneous effect of trust, subjective norm, image and perceived risk on patient loyalty.
Design/methodology/approach
This research used quantitative research methodology. The authors surveyed the patient of a healthcare service institution in Depok, Indonesia, and 163 of the institution patients participated in the survey. Multiple regressions analysis was performed to analyze the empirical data.
Findings
The findings showed that subjective norm and image have positive influence on patient loyalty. However, this research also found that trust and perceived risk do not have significant impact on patient loyalty.
Research limitations/implications
The author(s) used convenience sampling method, and the sample only involved respondents from a healthcare service institution in Depok, Indonesia. Hence, the findings of this research may not be generalized to the other contexts. Therefore, we recommend further research to replicate this research to examine the stability of this research’s findings.
Practical implications
The research results show that subjective norm and image affect the patient loyalty. Thus, the management of healthcare service institution should consider and manage all of these factors proactively.
Originality/value
This study is believed to be the first to develop and test patient loyalty model that includes trust, subjective norm, image, perceived risk and trust.
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Keywords
Sunhee Park and Yejin Lee
This study evaluated the effect of functional jackets designed to reduce the workload on the upper extremities and boost the muscle strength of workers from prolonged repetitive…
Abstract
Purpose
This study evaluated the effect of functional jackets designed to reduce the workload on the upper extremities and boost the muscle strength of workers from prolonged repetitive work.
Design/methodology/approach
The functional jacket designs for the upper limb incorporated a dynamic taping line with an elastic band, three-dimensional support for the abdomen and posterior waist (S2) and an X-shaped line on the scapular region combined with abdominal and posterior waist support (S3). Clothing pressure was adjusted ergonomically for different areas. A standard jacket served as the control (S1). The designs were evaluated based on work posture, electromyography and subjective sensation.
Findings
S2 and S3 effectively reduced the workload on the upper extremities by decreasing the trapezius muscle, shoulders and waist movement. S3 showed a low muscle-activation level on electromyogram analysis and was excellent in subjective sensation.
Originality/value
A functional jacket with optimal compression applied differentially to the upper extremities, with three-dimensional abdominal and posterior waist support and an X-shaped line on the scapula region, can reduce the workload on the upper extremities and boost the core muscle strength to improve work performance.
Details
Keywords
Sik Sumaedi, I Gede Mahatma Yuda Bakti, Tri Rakhmawati, Nidya J. Astrini, Tri Widianti and Medi Yarmen
– The purpose this paper is to investigate the simultaneous effects of satisfaction, perceived value, and trust on loyalty in healthcare services.
Abstract
Purpose
The purpose this paper is to investigate the simultaneous effects of satisfaction, perceived value, and trust on loyalty in healthcare services.
Design/methodology/approach
This research used a quantitative research methodology. The data collection was performed using a survey method. The respondents of this study are 165 patients in a healthcare institution in Bekasi, Indonesia. Multiple regression analysis was carried out to analyze the data.
Findings
The results demonstrated that trust has a positive influence on patient loyalty. However, this research also found that satisfaction and perceived value has no significant impact on patient loyalty.
Research limitations/implications
The research was conducted only in one healthcare service institution in Bekasi using convenience sampling. Thus, the findings need to be further examined in different context in order to ensure their stability.
Practical implications
The findings can be used as valuable information for healthcare service institution managers in their efforts to improve patient loyalty.
Originality/value
This paper fills a literature gap by developing and testing a patient loyalty model that includes not only satisfaction, but also perceived value and trust.
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SunHee Jang Eissenstat and Yunsoo Lee
The purpose of this paper is to study organizational citizenship behavior (OCB) as a variable to bridge employer’s and employee’s needs from employee counseling. This study…
Abstract
Purpose
The purpose of this paper is to study organizational citizenship behavior (OCB) as a variable to bridge employer’s and employee’s needs from employee counseling. This study examined the relationship between meaningful work, job satisfaction, and OCB and how their positive associations can be enhanced. The role of counselors was discussed, too.
Design/methodology/approach
A moderated mediation model was suggested with the mediation model of meaningful work, job satisfaction, and OCB and the moderator, work time flexibility. Intervention was implemented with the goal of increasing employee’s control over work schedule. Six analyses were conducted to compare before and after the intervention aiming for enhancing employee’s work time flexibility, and one year after the intervention. Comparison between the intervention and the control group was also implemented.
Findings
The result indicated that the intervention was effective but the effect did not last one year after the intervention. This study suggests the role of employee counselors at organization.
Originality/value
Psychological wellness of employees becomes an interest not only of employees but also employers to reduce cost from employee burnout and turnover. Employee counseling can be provided to improve employee’s psychological wellness and also to meet the goal of employers. Integrated perspective serving two purposes is suggested in this study.
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Sunhee (Sunny) Seo and Hyunjeong Lee
The purpose of this paper is to uncover what affected restaurateurs in their intention to participate in the healthy restaurant initiative.
Abstract
Purpose
The purpose of this paper is to uncover what affected restaurateurs in their intention to participate in the healthy restaurant initiative.
Design/methodology/approach
In all, 53 restaurateurs who participated in healthy restaurant initiatives in Korea responded to a survey. Multiple regression analysis was conducted to reveal the influences of perceived innovation characteristics (PICs), attitudes, subjective norm, and perceived behavioral control (PBC) on the intention to sustain a healthy restaurant.
Findings
The results showed that PBC, attitudes toward healthy restaurants, relative advantage for restaurants, and complexity among PICs were significant influences on the intention to sustain healthy restaurant initiatives.
Research limitations/implications
This research has made the first attempt to evaluate healthy restaurant initiatives using the perspectives of restaurateurs who actually participated in healthy restaurant initiatives. Also, this study extends the research model testing behavior intention using the theory of planned behavior and the innovation adoption theory to investigate the influences on restaurateur intentions to sustain healthy restaurant initiatives.
Practical implications
The findings indicate that operators must have access to sufficient technical resources and a sense of self-efficacy, which encourage restaurateurs to maintain healthy restaurant initiatives. Enhancing positive attitudes and the relative advantages of the healthy restaurant initiatives also encouraged participation. Finally, voluntary and continuous participation and expansion of healthy restaurant initiatives require community and government support, a simple use of process to change, and a good understanding of the relative advantages of healthy restaurant initiatives.
Originality/value
This study first illustrates the factors that best explain the intention to sustain a healthy restaurant from the perspective of restaurateurs. PICs shed light on how complexity and relative advantage for customers helps predict intentions to sustain healthy restaurant initiatives.
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Sunhee (Sunny) Seo, Kawon Kim and Vieta Annisa Nurhidayati
This study aims to investigate the influence of image and reputation of imported fresh fruits on consumer satisfaction and purchase intentions. The moderating role of familiarity…
Abstract
Purpose
This study aims to investigate the influence of image and reputation of imported fresh fruits on consumer satisfaction and purchase intentions. The moderating role of familiarity with imported fruits was also assessed.
Design/methodology/approach
A total of 332 Taiwanese consumers who had purchased imported Korean pears participated using an online survey and were grouped based on their familiarity to Korean pears. Multi-group analysis with structural equation modeling was used to test the hypotheses.
Findings
Image and reputation of imported Korean pears were identified as predictors of the satisfaction and purchase intention. Multi-group analysis results found the moderating effect of familiarity between image and satisfaction. Images were identified as predictors of the satisfaction and purchase intention of imported Korean pears for consumers with low familiarity, whereas image did not show any influence on satisfaction for consumers with high familiarity.
Originality/value
This study can contribute to the limited understanding of imported fresh fruit markets and provides insights into familiarity for consuming imported fresh fruits.
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This study aims to explore the role of restaurant experienscape in affecting diners' emotions and satisfaction with solo dining, considering the moderating role of solo dining…
Abstract
Purpose
This study aims to explore the role of restaurant experienscape in affecting diners' emotions and satisfaction with solo dining, considering the moderating role of solo dining willingness and public self-consciousness (PSC).
Design/methodology/approach
In total, 403 Korean customers who had dined alone at restaurants in the past three months participated in this study. Structural equation modeling, including multiple group analysis, was conducted to examine the hypotheses.
Findings
The dining atmosphere influenced solo diners' positive emotions but not their negative emotions. Responses from other guests and the interactional fairness of employees affected solo diners' negative emotions but not their positive emotions. Food sensory influences both positive and negative emotions. This study found that PSC significantly moderated the effect of the dining atmosphere on positive emotions, and solo dining willingness significantly moderated the impact of food sensory on positive emotions.
Practical implications
This study suggests that restaurant managers should pay close attention to providing fair service to all customers by training and educating employees because the unfair treatment that solo diners receive from employees affects focal customers' negative emotions.
Originality/value
The experienscape model was applied to the solo dining context based on Mehrabian and Russell's (1974) stimulus–organism–response paradigm and Pizam and Tasci's (2019) experienscape concept, which reflects the growing trend in solo dining.
Details
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Sunhee Seo, Kawon Kim and Soo Yeon Im
This study aimed to investigate the effects of accessibility, quality perception, and price perception on consumer satisfaction with imported fruit, specifically imported Asian…
Abstract
Purpose
This study aimed to investigate the effects of accessibility, quality perception, and price perception on consumer satisfaction with imported fruit, specifically imported Asian pears. The moderating role of the country image was also assessed.
Design/methodology/approach
A total of 413 Americans aged over 19 years who had purchased imported Asian pears were surveyed through an online questionnaire. Structural equation modeling and multiple group analysis were conducted to test the hypotheses.
Findings
Accessibility, quality perception, and price perception exhibited a significant impact on consumer satisfaction with imported Asian pears and influenced behavioral intention through satisfaction. Multiple group analysis results revealed a moderating effect of the country image on these relationships. Accessibility had a significant impact on consumer satisfaction of consumers with a high country image of Korea, whereas prices had no significant impact on them. In contrast, price was determined as a key satisfaction factor for consumers with a low country image of Korea, whereas accessibility did not have a significant impact.
Originality/value
This study contributes to the literature on imported fruits and provides practical implications for promoting the consumption of imported Asian pears in the US.