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Article
Publication date: 9 March 2015

Ritu Narang, Pia Polsa, Alabi Soneye and Wei Fuxiang

Healthcare service quality studies primarily examine the relationships between patients ' perceived quality and satisfaction with healthcare services, clinical…

933

Abstract

Purpose

Healthcare service quality studies primarily examine the relationships between patients ' perceived quality and satisfaction with healthcare services, clinical effectiveness, service use, recommendations and value for money. These studies suggest that patient-independent quality dimensions (structure, process and outcome) are antecedents to quality. The purpose of this paper is to propose an alternative by looking at the relationship between hospital atmosphere and healthcare quality with perceived outcome.

Design/methodology/approach

Data were collected from Finland, India, Nigeria and the People ' s Republic of China. Regression analysis used perceived outcome as the dependent variable and atmosphere and healthcare service quality as independent variables.

Findings

Results showed that atmosphere and healthcare service quality have a statistically significant relationship with patient perceived outcomes.

Research limitations/implications

The sample size was small and the sampling units were selected on convenience; thus, caution must be exercised in generalizing the findings.

Practical implications

The study determined that service quality and atmosphere are considered significant for developing and developed nations. This result could have significant implications for policy makers and service providers developing healthcare quality and hospital atmosphere.

Originality/value

Studies concentrate on healthcare outcome primarily regarding population health status, mortality, morbidity, customer satisfaction, loyalty, quality of life, customer behavior and consumption. However, the study exposes how patients perceive their health after treatment. Furthermore, the authors develop the healthcare service literature by considering atmosphere and perceived outcome.

Details

International Journal of Health Care Quality Assurance, vol. 28 no. 2
Type: Research Article
ISSN: 0952-6862

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Article
Publication date: 4 January 2013

Pia Polsa, Wei Fuxiang, Maria Sääksjärvi and Pei Shuyuan

Several service quality studies show how cultural features may influence the way service quality is perceived. However, few studies specifically describe culture's influence on…

1801

Abstract

Purpose

Several service quality studies show how cultural features may influence the way service quality is perceived. However, few studies specifically describe culture's influence on health service quality. Also, there are few studies that take into account patients' health service quality perceptions. This article seeks to present a first step to fill these gaps by examining patients' cultural values and their health service quality assessments.

Design/methodology/approach

The study draws on published work and applies its ideas to Chinese healthcare settings. Data consist of hospital service perceptions in the People's Republic of China (PRC), a society that is socially, economically and culturally undergoing major changes. In total, 96 patients were surveyed. Data relationships were tested using partial least square (PLS) analysis.

Findings

Findings show that Chinese patients' cultural values and their health service assessments are related and that the cultural values themselves seem to be changing. Additionally, further analyses provided interesting results pointing to which cultural values influenced service quality perceptions. The strongest service quality predictor was power distance.

Research limitations/implications

The sample is relatively small and collected from only one major hospital in China. Therefore, future research should extend the sample size and scope. Follow‐up research could also include cross‐cultural investigations of perceived health service quality to substantiate cultural influences on health service quality perceptions.

Practical implications

In line with similar research in other contexts, the study confirms that power distance has a significant relationship with service quality perceptions.

Originality/value

The study contributes to existing health service literature by offering patients' views on health service quality and by describing relationships between health service perceptions and cultural values ‐ the study's main contribution.

Details

International Journal of Health Care Quality Assurance, vol. 26 no. 1
Type: Research Article
ISSN: 0952-6862

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Article
Publication date: 21 August 2017

Christian Grönroos

The purpose of this paper is to record the author’s personal reflections on his career as a marketing scholar.

1257

Abstract

Purpose

The purpose of this paper is to record the author’s personal reflections on his career as a marketing scholar.

Design/methodology/approach

Personal reflections in an autobiographical approach.

Findings

The author’s career as student, teacher and scholar is described in some detail.

Originality/value

The paper records events and memories that might otherwise be forgotten. No other such account has been published of Christian Grönroos’s career.

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Article
Publication date: 16 June 2023

Xin Feng, Xu Wang and Mengxia Qi

In the era of the digital economy, higher demands are placed on versatile talents, and the cultivation of students with innovative and entrepreneurial abilities has become an…

428

Abstract

Purpose

In the era of the digital economy, higher demands are placed on versatile talents, and the cultivation of students with innovative and entrepreneurial abilities has become an important issue for the further development of higher education, thus leading to extensive and in-depth research by many scholars. The study summarizes the characteristics and patterns of dual-innovation education at different stages of development, hoping to provide a systematic model for the development of dual-innovation education in China and make up for the shortcomings.

Design/methodology/approach

This paper uses Citespace software to visualize and analyze the relevant literature in CNKI and Web of Science databases from a bibliometric perspective, focusing on quantitative analysis in terms of article trends, topic clustering, keyword co-linear networks and topic time evolution, etc., to summarize and sort out the development of innovation and entrepreneurship education research at home and abroad.

Findings

The study found that the external characteristics of the literature published in the field of bi-innovation education in China and abroad are slightly different, mainly in that foreign publishers are more closely connected and have formed a more stable ecosystem. In terms of research hotspots, China is still in a critical period of reforming its curriculum and teaching model, and research on the integration of specialization and creative education is in full swing, while foreign countries focus more on the cultivation of students' entrepreneurial awareness and the enhancement of individual effectiveness. In terms of cutting-edge analysis, the main research directions in China are “creative education”, “new engineering”, “integration of industry and education” and “rural revitalization”.

Originality/value

Innovation and entrepreneurship education in China is still in its infancy, and most of the studies lack an overall overview and comparison of foreign studies. Based on the econometric analysis of domestic and foreign literature, this paper proposes a path for domestic innovation and entrepreneurship education reform that can make China's future education reform more effective.

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Article
Publication date: 24 July 2023

Lin Yang, Xiaoyue Lv and Xianbo Zhao

Abnormal behaviors such as rework, backlog, changes and claims generated by project organizations are unavoidable in complex projects. When abnormal behaviors emerge, the…

274

Abstract

Purpose

Abnormal behaviors such as rework, backlog, changes and claims generated by project organizations are unavoidable in complex projects. When abnormal behaviors emerge, the previously normal state of interactions between organizations will be altered to some extent. However, previous studies have ignored the associations and interactions between organizations in the context of abnormal organizational behaviors (AOBs), making this challenging to cope with AOBs. As a result, the objective of this paper is to explore how to reduce AOBs in complex projects at the organizational level from a network perspective.

Design/methodology/approach

To overcome the inherent limitations of a single case study, this research integrated two data collection methods: questionnaire survey and expert scoring method. The questionnaire survey captured the universal data on the influence possibility of AOBs between complex project organizations and the expert scoring method got the influence probability scores of AOBs between organizations in the case. Using these data, four organizational influence network models of AOBs based on a case were developed to demonstrate how to destroy AOBs networks in complex projects using network attack theory (NAT).

Findings

First, the findings show that controlling AOBs generated by key organizations preferentially and improving the ability of key organizations can weaken AOBs network, enabling more effective coping strategies. Second, the owners, government, material suppliers and designers are identified as key organizations across all four influence networks of AOBs. Third, change and claim behaviors are more manageable from the organizational level.

Practical implications

Project managers can target specific organizations for intervention, weaken the AOBs network by applying NAT and achieve better project outcomes through coping strategies. Additionally, by taking a network perspective, this research provides a novel approach to comprehending the associations and interactions between organizations in the context of complex projects.

Originality/value

This paper proposes a new approach to investigating AOBs in complex projects by simultaneously examining rework, backlog, change and claim. Leveraging NAT as a novel tool for managing the harmful effects of influence networks, this study extends the knowledge body in the field of organizational behavior (OB) management and complex project management.

Details

Engineering, Construction and Architectural Management, vol. 31 no. 9
Type: Research Article
ISSN: 0969-9988

Keywords

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