Pub Date : 2023-12-11DOI: 10.1108/ijqss-08-2022-0089
Abd Al-Aziz Hamed Al-Refaei, Hairuddin Mohd Ali, Abdulmajid Mohammed Aldaba, Abdul Rahim Zumrah
Purpose
This study aims to examine the constructs of job satisfaction and organizational commitment (OC) as the determinants of customer-perceived service quality in higher education context. It also explores the role of OC in mediating the dynamics of the relationship.
Design/methodology/approach
It applied the cross-sectional, ex post facto survey method to acquire data from 1,776 respondents at Aden University. Two sets of questionnaires on job satisfaction, OC and perceived service quality were filled out by 296 academic staff and 1,480 students. Data were analyzed using structural equation modeling.
Findings
The results showed that job satisfaction exercised a significant positive effect on OC and students’ perception of service quality (i.e. the quality of lectures delivered in class that shaped their learning experiences). OC also significantly affected students’ perception of service quality and partially mediated the effect of job satisfaction on perceived service quality.
Research limitations/implications
The current research only investigated the outcomes of job satisfaction and did not cover critical antecedents of job satisfaction, such as employee training and development, rewards and benefits and the like. Its outcomes have important implications for managing the link between organizational practices and customers perception of service quality in higher education context.
Practical implications
The results have accentuated the importance of universities’ ensuring and increasing faculty’s job satisfaction and commitment if they seek to enhance students’ perception of service quality. Universities can do so by improving their organizational practices, which are expected to result in faculty well-being and improved working conditions.
Originality/value
The results have contributed new insights into the current understanding of the dynamics between and among job satisfaction, OC and customers’ perceptions of service quality. It has demonstrated how OC is shaped by job satisfaction and can influence the quality of services rendered by employees if they are happy and satisfied with the organization.
{"title":"Determinants of customer-perceived service quality in higher education: the roles of job satisfaction and organizational commitment","authors":"Abd Al-Aziz Hamed Al-Refaei, Hairuddin Mohd Ali, Abdulmajid Mohammed Aldaba, Abdul Rahim Zumrah","doi":"10.1108/ijqss-08-2022-0089","DOIUrl":"https://doi.org/10.1108/ijqss-08-2022-0089","url":null,"abstract":"<h3>Purpose</h3>\u0000<p>This study aims to examine the constructs of job satisfaction and organizational commitment (OC) as the determinants of customer-perceived service quality in higher education context. It also explores the role of OC in mediating the dynamics of the relationship.</p><!--/ Abstract__block -->\u0000<h3>Design/methodology/approach</h3>\u0000<p>It applied the cross-sectional, ex post facto survey method to acquire data from 1,776 respondents at Aden University. Two sets of questionnaires on job satisfaction, OC and perceived service quality were filled out by 296 academic staff and 1,480 students. Data were analyzed using structural equation modeling.</p><!--/ Abstract__block -->\u0000<h3>Findings</h3>\u0000<p>The results showed that job satisfaction exercised a significant positive effect on OC and students’ perception of service quality (i.e. the quality of lectures delivered in class that shaped their learning experiences). OC also significantly affected students’ perception of service quality and partially mediated the effect of job satisfaction on perceived service quality.</p><!--/ Abstract__block -->\u0000<h3>Research limitations/implications</h3>\u0000<p>The current research only investigated the outcomes of job satisfaction and did not cover critical antecedents of job satisfaction, such as employee training and development, rewards and benefits and the like. Its outcomes have important implications for managing the link between organizational practices and customers perception of service quality in higher education context.</p><!--/ Abstract__block -->\u0000<h3>Practical implications</h3>\u0000<p>The results have accentuated the importance of universities’ ensuring and increasing faculty’s job satisfaction and commitment if they seek to enhance students’ perception of service quality. Universities can do so by improving their organizational practices, which are expected to result in faculty well-being and improved working conditions.</p><!--/ Abstract__block -->\u0000<h3>Originality/value</h3>\u0000<p>The results have contributed new insights into the current understanding of the dynamics between and among job satisfaction, OC and customers’ perceptions of service quality. It has demonstrated how OC is shaped by job satisfaction and can influence the quality of services rendered by employees if they are happy and satisfied with the organization.</p><!--/ Abstract__block -->","PeriodicalId":14403,"journal":{"name":"International Journal of Quality and Service Sciences","volume":null,"pages":null},"PeriodicalIF":2.6,"publicationDate":"2023-12-11","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"138562400","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Purpose Building on stimulus organism response theory, this study aims to examine the influence of Integrated store service quality (ISSQ) on omnichannel shoppers’ attachment to the integrated store with the mediating role of omnichannel customer engagement (CE) dimensions (absorptive attention, enthusiastic participation and social connection). This research demonstrates the effect of customers’ attachment to the integrated store on the willingness to pay more for omnichannel services and products of the retailer, their cross-buying behaviors in future purchases and loyal webrooming intentions. The moderating role of perceived relationship investment and alternative retailer attractiveness (ARA) in a few proposed relationships was also tested. Design/methodology/approach The research is descriptive, quantitative and cross-sectional investigation. A purposive sampling technique was used for selecting the study respondents. The data was collected from n = 589 Indian omnichannel shoppers who have experience shopping in the brick and mortar store of channel-integrated stores using a validated self-administered questionnaire. The proposed conceptual model was tested using PLS-SEM. Findings The results indicate that omnichannel CE dimensions (absorptive attention, enthusiastic participation and social connection) positively mediate the relationship between ISSQ and customer attachment to the store. Customer attachment to the store significantly impacts their willingness to pay more, cross-buying behaviors and loyal webrooming intentions. The moderating effect of the customer-perceived relationship investment and ARA revealed that it significantly impacted the relationship between ISSQ and willingness to pay more, cross-buying behaviors and loyal webrooming intentions. This research also demonstrated the direct impact of ISSQ on willingness to pay more, cross-buying behaviors, loyal webrooming intentions and the indirect impact through different CE dimensions and attachment with the store. Research limitations/implications The study is conducted in the Indian population, where omnichannel retailing is still nascent. Originality/value This study addresses the need to investigate the impact of CE and their attachment to stores driven by the in-store service quality of integrated stores on the various postpurchase consumer behaviors. To the best of the authors’ knowledge, this study is the first to show that ISSQ might affect their willingness to pay more, cross-buying behaviors and loyal webrooming intentions through different CE dimensions and their attachment to the store. The moderating effect of customer-perceived ARA and their perception of retailers’ investment in a relationship on proposed hypotheses was also tested.
{"title":"Does integrated store service quality turn omnichannel shoppers into price-insensitive, cross-category purchasers, and loyal webroomers? Moderating role of perceived relationship investment and alternative retailer attractiveness","authors":"Thamaraiselvan Natarajan, Deepak Ramanan Veera Raghavan","doi":"10.1108/ijqss-01-2023-0006","DOIUrl":"https://doi.org/10.1108/ijqss-01-2023-0006","url":null,"abstract":"Purpose Building on stimulus organism response theory, this study aims to examine the influence of Integrated store service quality (ISSQ) on omnichannel shoppers’ attachment to the integrated store with the mediating role of omnichannel customer engagement (CE) dimensions (absorptive attention, enthusiastic participation and social connection). This research demonstrates the effect of customers’ attachment to the integrated store on the willingness to pay more for omnichannel services and products of the retailer, their cross-buying behaviors in future purchases and loyal webrooming intentions. The moderating role of perceived relationship investment and alternative retailer attractiveness (ARA) in a few proposed relationships was also tested. Design/methodology/approach The research is descriptive, quantitative and cross-sectional investigation. A purposive sampling technique was used for selecting the study respondents. The data was collected from n = 589 Indian omnichannel shoppers who have experience shopping in the brick and mortar store of channel-integrated stores using a validated self-administered questionnaire. The proposed conceptual model was tested using PLS-SEM. Findings The results indicate that omnichannel CE dimensions (absorptive attention, enthusiastic participation and social connection) positively mediate the relationship between ISSQ and customer attachment to the store. Customer attachment to the store significantly impacts their willingness to pay more, cross-buying behaviors and loyal webrooming intentions. The moderating effect of the customer-perceived relationship investment and ARA revealed that it significantly impacted the relationship between ISSQ and willingness to pay more, cross-buying behaviors and loyal webrooming intentions. This research also demonstrated the direct impact of ISSQ on willingness to pay more, cross-buying behaviors, loyal webrooming intentions and the indirect impact through different CE dimensions and attachment with the store. Research limitations/implications The study is conducted in the Indian population, where omnichannel retailing is still nascent. Originality/value This study addresses the need to investigate the impact of CE and their attachment to stores driven by the in-store service quality of integrated stores on the various postpurchase consumer behaviors. To the best of the authors’ knowledge, this study is the first to show that ISSQ might affect their willingness to pay more, cross-buying behaviors and loyal webrooming intentions through different CE dimensions and their attachment to the store. The moderating effect of customer-perceived ARA and their perception of retailers’ investment in a relationship on proposed hypotheses was also tested.","PeriodicalId":14403,"journal":{"name":"International Journal of Quality and Service Sciences","volume":null,"pages":null},"PeriodicalIF":0.0,"publicationDate":"2023-10-20","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"135565728","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2023-10-13DOI: 10.1108/ijqss-11-2022-0118
Jookyung Kwon, Jiseon Ahn
Purpose Despite the growing number of cashierless stores, few studies have examined the factors that influence the success of such stores. This paper aims to identify the influence of store attributes in customers’ affective attitudes regarding cashierless stores and to understand how customers’ need for interaction and risk reduction affect the relationship between customer experiences and evaluation. Design/methodology/approach Quantitative research is conducted using a partial least squares structural equation model. Data was collected from 174 customers with cashierless store experience. Findings The results identify the influence of hedonic and utilitarian characteristics on affective attitudes and the impact of attitudes on behavioral intentions. Also, multigroup analysis reveals that hedonic features are stronger indicators of customer attitudes among those with a low need for interaction, whereas utilitarian attributes are more important among customers with a low need for risk reduction. Customers’ affective attitudes are stronger influences on behavioral intentions among members of customer groups with a low need for both interaction and risk reduction. Originality/value To add to the limited research in customers’ experience with unstaffed stores, this study provides useful insights to achieve sustainable growth in the retailing context. Managerial considerations suggest that operators of cashierless stores should design store environments to guarantee customers’ purchasing and recommendation intentions.
{"title":"Effects of perceived values on affective and conative attitudes in cashierless store services","authors":"Jookyung Kwon, Jiseon Ahn","doi":"10.1108/ijqss-11-2022-0118","DOIUrl":"https://doi.org/10.1108/ijqss-11-2022-0118","url":null,"abstract":"Purpose Despite the growing number of cashierless stores, few studies have examined the factors that influence the success of such stores. This paper aims to identify the influence of store attributes in customers’ affective attitudes regarding cashierless stores and to understand how customers’ need for interaction and risk reduction affect the relationship between customer experiences and evaluation. Design/methodology/approach Quantitative research is conducted using a partial least squares structural equation model. Data was collected from 174 customers with cashierless store experience. Findings The results identify the influence of hedonic and utilitarian characteristics on affective attitudes and the impact of attitudes on behavioral intentions. Also, multigroup analysis reveals that hedonic features are stronger indicators of customer attitudes among those with a low need for interaction, whereas utilitarian attributes are more important among customers with a low need for risk reduction. Customers’ affective attitudes are stronger influences on behavioral intentions among members of customer groups with a low need for both interaction and risk reduction. Originality/value To add to the limited research in customers’ experience with unstaffed stores, this study provides useful insights to achieve sustainable growth in the retailing context. Managerial considerations suggest that operators of cashierless stores should design store environments to guarantee customers’ purchasing and recommendation intentions.","PeriodicalId":14403,"journal":{"name":"International Journal of Quality and Service Sciences","volume":null,"pages":null},"PeriodicalIF":0.0,"publicationDate":"2023-10-13","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"135804912","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2023-10-09DOI: 10.1108/ijqss-01-2023-0004
Hong Quan Nguyen, Quynh Huong Nguyen, Phuong Thao Tran, Ngoc Linh Trinh, Quynh Trang Nguyen
Purpose The aim of this empirical study is to investigate an integrated model that captures the way service quality of banking kiosks (BK-SQ) exerts its impacts on customer perceived value and customer satisfaction and the moderating mechanism of technology readiness (TR) in the quality–satisfaction relationship in the banking sector in Vietnam. Design/methodology/approach An offline survey was conducted to obtain responses from 604 users of banking kiosks in Vietnam. Exploratory factor analysis, confirmatory factor analysis and structural equation modeling were used for data analysis. The moderating effect of TR was examined following the product indicator method. Findings The results validate significant positive correlations between BK-SQ, customer perceived value and customer satisfaction. Among six service quality dimensions, convenience is the most significant factor in predicting perceived service quality. The study also delineates how TR can moderate the link between service quality and customer satisfaction. Research limitations/implications Future studies may make further attempts to incorporate other human and demographic factors as a moderator into the research model. Practical implications Bank managers should strive to improve the operations of banking kiosks based on six aspects and increase TR levels of customers to boost customer satisfaction with banking kiosks. Originality/value The study contributes to the literature on service quality and self-service technologies (SSTs) by offering critical insights into how banks can make use of influence mechanisms in the model to enhance service quality and customer satisfaction.
{"title":"The relationship between service quality of banking kiosk and customer satisfaction: the moderating role of technology readiness","authors":"Hong Quan Nguyen, Quynh Huong Nguyen, Phuong Thao Tran, Ngoc Linh Trinh, Quynh Trang Nguyen","doi":"10.1108/ijqss-01-2023-0004","DOIUrl":"https://doi.org/10.1108/ijqss-01-2023-0004","url":null,"abstract":"Purpose The aim of this empirical study is to investigate an integrated model that captures the way service quality of banking kiosks (BK-SQ) exerts its impacts on customer perceived value and customer satisfaction and the moderating mechanism of technology readiness (TR) in the quality–satisfaction relationship in the banking sector in Vietnam. Design/methodology/approach An offline survey was conducted to obtain responses from 604 users of banking kiosks in Vietnam. Exploratory factor analysis, confirmatory factor analysis and structural equation modeling were used for data analysis. The moderating effect of TR was examined following the product indicator method. Findings The results validate significant positive correlations between BK-SQ, customer perceived value and customer satisfaction. Among six service quality dimensions, convenience is the most significant factor in predicting perceived service quality. The study also delineates how TR can moderate the link between service quality and customer satisfaction. Research limitations/implications Future studies may make further attempts to incorporate other human and demographic factors as a moderator into the research model. Practical implications Bank managers should strive to improve the operations of banking kiosks based on six aspects and increase TR levels of customers to boost customer satisfaction with banking kiosks. Originality/value The study contributes to the literature on service quality and self-service technologies (SSTs) by offering critical insights into how banks can make use of influence mechanisms in the model to enhance service quality and customer satisfaction.","PeriodicalId":14403,"journal":{"name":"International Journal of Quality and Service Sciences","volume":null,"pages":null},"PeriodicalIF":0.0,"publicationDate":"2023-10-09","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"135044206","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2023-10-03DOI: 10.1108/ijqss-02-2023-0016
Marsela Thanasi-Boçe, Atik Kulakli
Purpose The rapid growth of e-commerce and the increasing importance of online services have prompted the need for managers to understand what consumers value most in online transactions and how to measure electronic service quality (E-SQ). This study aims to conduct a comprehensive review of relevant research publications in the Gulf Cooperation Council countries and propose an agenda for future research to enhance this knowledge. Design/methodology/approach The study uses a blended approach between the PRISMA-ScR methodology and Tranfield et al. ’s (2003) approach to ensure a rigorous and thorough review of the literature. Findings By identifying the antecedents and outcomes of E-SQ, this study develops a classification framework that highlights the main gaps in the current literature and provides guidance for future research in the region. Practical implications The findings presented in this paper contribute to the knowledge base for management professionals seeking to enhance E-SQ in practice. Originality/value To the best of the authors’ knowledge, this is the first paper to summarize the state of E-SQ in the Gulf region.
{"title":"Dimensions and outcomes of electronic service quality in the GCC countries","authors":"Marsela Thanasi-Boçe, Atik Kulakli","doi":"10.1108/ijqss-02-2023-0016","DOIUrl":"https://doi.org/10.1108/ijqss-02-2023-0016","url":null,"abstract":"Purpose The rapid growth of e-commerce and the increasing importance of online services have prompted the need for managers to understand what consumers value most in online transactions and how to measure electronic service quality (E-SQ). This study aims to conduct a comprehensive review of relevant research publications in the Gulf Cooperation Council countries and propose an agenda for future research to enhance this knowledge. Design/methodology/approach The study uses a blended approach between the PRISMA-ScR methodology and Tranfield et al. ’s (2003) approach to ensure a rigorous and thorough review of the literature. Findings By identifying the antecedents and outcomes of E-SQ, this study develops a classification framework that highlights the main gaps in the current literature and provides guidance for future research in the region. Practical implications The findings presented in this paper contribute to the knowledge base for management professionals seeking to enhance E-SQ in practice. Originality/value To the best of the authors’ knowledge, this is the first paper to summarize the state of E-SQ in the Gulf region.","PeriodicalId":14403,"journal":{"name":"International Journal of Quality and Service Sciences","volume":null,"pages":null},"PeriodicalIF":0.0,"publicationDate":"2023-10-03","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"135688709","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2023-09-13DOI: 10.1108/ijqss-06-2022-0064
Arun Aggarwal, Vinay Kukreja, Kamrunnisha Nobi
Purpose The purpose of this study is not only to develop an integrated model of subjective well-being (SWB) by using confirmatory factor analysis (CFA) and structural equation modeling (SEM) but also to prioritize the subfactors of personality and SWB that affect the contextual performance (CP) of an employee by using a fuzzy-analytical hierarchy process (FAHP), which has not been done in the past. Design/methodology/approach The data were collected from 15 field experts and 412 employees of information technology (IT) companies operating in India. The data analysis was performed in two stages. The first stage includes CFA and SEM. The second stage includes prioritizing the factor through FAHP. Findings The results of SEM analysis manifested that all the dimensions of personality have a significant impact on CP. However, in the case of SWB, only two components (satisfaction with life and positive affect) have a significant impact on CP. Results of FAHP show that SWB is more important in predicting CP than the Big Five personality dimensions. Originality/value This research is a novel attempt to test and prioritize the factors affecting the CP of IT employees. The findings of the research will be useful for managers in increasing the performance of their employees. Further, the findings of the research will contribute to the literature on the factors affecting CP.
{"title":"Developing a benchmarking model for subjective well-being: a combined approach using structural equation modeling and fuzzy AHP","authors":"Arun Aggarwal, Vinay Kukreja, Kamrunnisha Nobi","doi":"10.1108/ijqss-06-2022-0064","DOIUrl":"https://doi.org/10.1108/ijqss-06-2022-0064","url":null,"abstract":"Purpose The purpose of this study is not only to develop an integrated model of subjective well-being (SWB) by using confirmatory factor analysis (CFA) and structural equation modeling (SEM) but also to prioritize the subfactors of personality and SWB that affect the contextual performance (CP) of an employee by using a fuzzy-analytical hierarchy process (FAHP), which has not been done in the past. Design/methodology/approach The data were collected from 15 field experts and 412 employees of information technology (IT) companies operating in India. The data analysis was performed in two stages. The first stage includes CFA and SEM. The second stage includes prioritizing the factor through FAHP. Findings The results of SEM analysis manifested that all the dimensions of personality have a significant impact on CP. However, in the case of SWB, only two components (satisfaction with life and positive affect) have a significant impact on CP. Results of FAHP show that SWB is more important in predicting CP than the Big Five personality dimensions. Originality/value This research is a novel attempt to test and prioritize the factors affecting the CP of IT employees. The findings of the research will be useful for managers in increasing the performance of their employees. Further, the findings of the research will contribute to the literature on the factors affecting CP.","PeriodicalId":14403,"journal":{"name":"International Journal of Quality and Service Sciences","volume":null,"pages":null},"PeriodicalIF":0.0,"publicationDate":"2023-09-13","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"134990141","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2023-08-07DOI: 10.1108/ijqss-09-2023-190
Ajit Kumar
According to the World Health Organization, healthcare is a system that consists of subsystems, organizes people, institutions and resources and delivers healthcare services to meet the health needs of target populations (Braithwaite et al., 2020). The three key elements of a system or subsystem are inputs, processes and outputs (Cusins, 1994). For instance, a hospital is a subsystem of a healthcare system consisting of inputs, processes and outputs. Input is the resources, such as human, capital, material, tools and information, required in an organization. Output is health services. The inputs are transformed by carrying out different activities and procedures to give output. These different activities and procedures are known as processes. Efficiency, effectiveness and productivity are key performance indicators (KPIs) widely used when discussing any healthcare system or subsystem (Evans et al., 2001). It is desirable that the healthcare system should be efficient, effective and productive (Street and Häkkinen, 2009). These three KPIs are related but have different concepts. An enormous amount of literature is available to define and differentiate these terms (Burches and Burches, 2020). However, it can be seen in the medical literature that they are used interchangeably (Lodge, 1991). For instance, Kao et al. (1995) explained, “Efficiency refers to the ratio of outputs and inputs, effectiveness refers to the extent to which outputs align with predetermined goals. Productivity refers to the sum of both efficiency and effectiveness.” Very clearly, the definition of productivity is flawed. The author of this paper tries to explain these terms using an illustrative diagram (Figure 1). Most of the explanations in this study are built upon two already-published research papers. They are:
{"title":"Editorial: Efficiency, effectiveness, and productivity – widely used, but often misunderstood in healthcare","authors":"Ajit Kumar","doi":"10.1108/ijqss-09-2023-190","DOIUrl":"https://doi.org/10.1108/ijqss-09-2023-190","url":null,"abstract":"According to the World Health Organization, healthcare is a system that consists of subsystems, organizes people, institutions and resources and delivers healthcare services to meet the health needs of target populations (Braithwaite et al., 2020). The three key elements of a system or subsystem are inputs, processes and outputs (Cusins, 1994). For instance, a hospital is a subsystem of a healthcare system consisting of inputs, processes and outputs. Input is the resources, such as human, capital, material, tools and information, required in an organization. Output is health services. The inputs are transformed by carrying out different activities and procedures to give output. These different activities and procedures are known as processes. Efficiency, effectiveness and productivity are key performance indicators (KPIs) widely used when discussing any healthcare system or subsystem (Evans et al., 2001). It is desirable that the healthcare system should be efficient, effective and productive (Street and Häkkinen, 2009). These three KPIs are related but have different concepts. An enormous amount of literature is available to define and differentiate these terms (Burches and Burches, 2020). However, it can be seen in the medical literature that they are used interchangeably (Lodge, 1991). For instance, Kao et al. (1995) explained, “Efficiency refers to the ratio of outputs and inputs, effectiveness refers to the extent to which outputs align with predetermined goals. Productivity refers to the sum of both efficiency and effectiveness.” Very clearly, the definition of productivity is flawed. The author of this paper tries to explain these terms using an illustrative diagram (Figure 1). Most of the explanations in this study are built upon two already-published research papers. They are:","PeriodicalId":14403,"journal":{"name":"International Journal of Quality and Service Sciences","volume":null,"pages":null},"PeriodicalIF":2.6,"publicationDate":"2023-08-07","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"46521624","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2023-08-03DOI: 10.1108/ijqss-02-2023-0019
J. Bröchner
Purpose Predicting effects of artificial intelligence on service occupations can be supported by a long historical perspective. Historical databases and archaeology help reconstructing the service sector in ancient societies. Here, the purpose of this paper is to analyse occupational specialization within services in cities of ancient Greece and the Roman Empire, as well as how the service sector is reflected in architectural remains, to identify differences and similarities with today’s Europe. Design/methodology/approach Occupational titles are traced in epigraphical and literary sources, sorted according to ISCO-08. Secondary sources are used for the architectural evidence of service activities, as well as for the role of contests and entertainment in antiquity. Findings Compared to current European service employment, professionals were fewer in classical Athens and imperial Rome, which had a greater proportion of specialized salespersons. There were few office buildings and no civic hospitals, but heavy investment in facilities for entertainment and well-being. Quality assessments for goods were little developed; contests for cultural and sports activities assessed entertainment service quality. Research limitations/implications This study covers two periods in classical antiquity and is restricted to Mediterranean cultures, although findings may help understanding the service sector in poor countries with informal employment. Originality/value While particular services provided in ancient cities have been studied, there has been no broad comparative overview of their service occupations. Services in earlier societies with primitive information and communication technologies can provide clues for current developments.
{"title":"The service sector in the classical world: focus on entertainment and well-being","authors":"J. Bröchner","doi":"10.1108/ijqss-02-2023-0019","DOIUrl":"https://doi.org/10.1108/ijqss-02-2023-0019","url":null,"abstract":"\u0000Purpose\u0000Predicting effects of artificial intelligence on service occupations can be supported by a long historical perspective. Historical databases and archaeology help reconstructing the service sector in ancient societies. Here, the purpose of this paper is to analyse occupational specialization within services in cities of ancient Greece and the Roman Empire, as well as how the service sector is reflected in architectural remains, to identify differences and similarities with today’s Europe.\u0000\u0000\u0000Design/methodology/approach\u0000Occupational titles are traced in epigraphical and literary sources, sorted according to ISCO-08. Secondary sources are used for the architectural evidence of service activities, as well as for the role of contests and entertainment in antiquity.\u0000\u0000\u0000Findings\u0000Compared to current European service employment, professionals were fewer in classical Athens and imperial Rome, which had a greater proportion of specialized salespersons. There were few office buildings and no civic hospitals, but heavy investment in facilities for entertainment and well-being. Quality assessments for goods were little developed; contests for cultural and sports activities assessed entertainment service quality.\u0000\u0000\u0000Research limitations/implications\u0000This study covers two periods in classical antiquity and is restricted to Mediterranean cultures, although findings may help understanding the service sector in poor countries with informal employment.\u0000\u0000\u0000Originality/value\u0000While particular services provided in ancient cities have been studied, there has been no broad comparative overview of their service occupations. Services in earlier societies with primitive information and communication technologies can provide clues for current developments.\u0000","PeriodicalId":14403,"journal":{"name":"International Journal of Quality and Service Sciences","volume":null,"pages":null},"PeriodicalIF":2.6,"publicationDate":"2023-08-03","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"44766958","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2023-07-17DOI: 10.1108/ijqss-09-2022-0106
Alexander Ziegler, T. Peisl, R. Raeside
Purpose The paper extends the discussion on the merit of using a net promoter score (NPS) to enhance the service design of organisations and to facilitate quality monitoring and improvement. NPS is a basic measure to assess the likelihood of a customer recommending an organisation to somebody else. This paper aims to show that this metric can be effective in monitoring and improving the quality of workplace training. Design/methodology/approach Investigating the merit of using NPS to improve organisational training involved a longitudinal study of training provided by IBM. Data is analysed using panel regression and partial correlation methods. Workplace training delivery is the unit of analysis in which an NPS and conventional customer satisfaction score evaluations were conducted at the end of the delivery. The efficacy of these measures to improve quality are compared and insights derived from analysing NPS are investigated. Findings The findings indicate that, although NPS is not necessarily related to the results or success of a business, from a corporate perspective it can provide a solid basis from which to make business decisions that benefit a company. The authors found that NPS was associated with improved satisfaction with training, although significant regional variations were observed. Building on the data, a service business model is proposed advocating NPS as a tool for continuous improvement. Practical implications The contribution to practice includes a clearer understanding of NPS as a quality and service improvement indicator and also as a driver for a service business design. In addition, it is indicated that enterprises operating in multiple regions should consider regional variations in NPS. Originality/value By analysis of IBM’s training data, the authors gain an understanding of an industry in which quality and the use of NPS has not been extensively studied. The data also offers a rich dimension in the examination of the factors that should be considered to effectively implement an NPS service improvement plan.
{"title":"Improving service quality through customer feedback – the case of NPS in IBM’s training services","authors":"Alexander Ziegler, T. Peisl, R. Raeside","doi":"10.1108/ijqss-09-2022-0106","DOIUrl":"https://doi.org/10.1108/ijqss-09-2022-0106","url":null,"abstract":"\u0000Purpose\u0000The paper extends the discussion on the merit of using a net promoter score (NPS) to enhance the service design of organisations and to facilitate quality monitoring and improvement. NPS is a basic measure to assess the likelihood of a customer recommending an organisation to somebody else. This paper aims to show that this metric can be effective in monitoring and improving the quality of workplace training.\u0000\u0000\u0000Design/methodology/approach\u0000Investigating the merit of using NPS to improve organisational training involved a longitudinal study of training provided by IBM. Data is analysed using panel regression and partial correlation methods. Workplace training delivery is the unit of analysis in which an NPS and conventional customer satisfaction score evaluations were conducted at the end of the delivery. The efficacy of these measures to improve quality are compared and insights derived from analysing NPS are investigated.\u0000\u0000\u0000Findings\u0000The findings indicate that, although NPS is not necessarily related to the results or success of a business, from a corporate perspective it can provide a solid basis from which to make business decisions that benefit a company. The authors found that NPS was associated with improved satisfaction with training, although significant regional variations were observed. Building on the data, a service business model is proposed advocating NPS as a tool for continuous improvement.\u0000\u0000\u0000Practical implications\u0000The contribution to practice includes a clearer understanding of NPS as a quality and service improvement indicator and also as a driver for a service business design. In addition, it is indicated that enterprises operating in multiple regions should consider regional variations in NPS.\u0000\u0000\u0000Originality/value\u0000By analysis of IBM’s training data, the authors gain an understanding of an industry in which quality and the use of NPS has not been extensively studied. The data also offers a rich dimension in the examination of the factors that should be considered to effectively implement an NPS service improvement plan.\u0000","PeriodicalId":14403,"journal":{"name":"International Journal of Quality and Service Sciences","volume":null,"pages":null},"PeriodicalIF":2.6,"publicationDate":"2023-07-17","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"46886157","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2023-06-30DOI: 10.1108/ijqss-09-2022-0092
M. Alosani, H. Al-Dhaafri
Purpose There is an assumption that innovative culture is considered to contribute to improving human resource management (HRM) practices. However, very little is known about this topic as well as innovations within the context of the government sector. Based on that, this study aims to investigate, theoretically and empirically, the impact of innovative culture on HRM practices with the moderating role of knowledge sharing in this association. Design/methodology/approach The data was obtained from government agencies in the United Arab Emirates (UAE). This study used structural equation modelling to test the proposed hypotheses and SPSS to perform a preliminary analysis. Findings The findings show that innovative culture significantly and positively affects HRM practices. Moreover, knowledge sharing plays an important moderating role between innovative culture and HRM. Research limitations/implications The findings have several theoretical and practical implications. The study provides useful insights into the significance of innovative culture and knowledge sharing in stimulating HRM. The findings will help government agencies improve their employees’ capabilities by customising knowledge sharing and creating a culture that supports innovative activities within their agencies. Originality/value Private-sector organisations are concerned about factors that enhance innovative activities as one of the factors of development, improvement and enhancement of competitive advantage. However, in government, especially in the UAE, research into the part played by innovation remains uncommon, particularly into the role of knowledge sharing and innovative culture in enhancing HRM practices. To the best of the researchers’ knowledge, this is one of the pioneer studies to examine the impact of both innovative culture and knowledge sharing on HRM in a government environment context.
{"title":"Stimulating HRM practices through innovative culture: an empirical study on the UAE’s government agencies","authors":"M. Alosani, H. Al-Dhaafri","doi":"10.1108/ijqss-09-2022-0092","DOIUrl":"https://doi.org/10.1108/ijqss-09-2022-0092","url":null,"abstract":"\u0000Purpose\u0000There is an assumption that innovative culture is considered to contribute to improving human resource management (HRM) practices. However, very little is known about this topic as well as innovations within the context of the government sector. Based on that, this study aims to investigate, theoretically and empirically, the impact of innovative culture on HRM practices with the moderating role of knowledge sharing in this association.\u0000\u0000\u0000Design/methodology/approach\u0000The data was obtained from government agencies in the United Arab Emirates (UAE). This study used structural equation modelling to test the proposed hypotheses and SPSS to perform a preliminary analysis.\u0000\u0000\u0000Findings\u0000The findings show that innovative culture significantly and positively affects HRM practices. Moreover, knowledge sharing plays an important moderating role between innovative culture and HRM.\u0000\u0000\u0000Research limitations/implications\u0000The findings have several theoretical and practical implications. The study provides useful insights into the significance of innovative culture and knowledge sharing in stimulating HRM. The findings will help government agencies improve their employees’ capabilities by customising knowledge sharing and creating a culture that supports innovative activities within their agencies.\u0000\u0000\u0000Originality/value\u0000Private-sector organisations are concerned about factors that enhance innovative activities as one of the factors of development, improvement and enhancement of competitive advantage. However, in government, especially in the UAE, research into the part played by innovation remains uncommon, particularly into the role of knowledge sharing and innovative culture in enhancing HRM practices. To the best of the researchers’ knowledge, this is one of the pioneer studies to examine the impact of both innovative culture and knowledge sharing on HRM in a government environment context.\u0000","PeriodicalId":14403,"journal":{"name":"International Journal of Quality and Service Sciences","volume":null,"pages":null},"PeriodicalIF":2.6,"publicationDate":"2023-06-30","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"45391606","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
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