International Journal of Quality and Service Sciences最新文献_第6页

Assessing service quality and the perceptual difference between employees and patients of public hospitals in a developing country 发展中国家公立医院服务质量评估及员工与患者的感知差异

IF 2.6

International Journal of Quality and Service Sciences

Pub Date : 2022-04-05 DOI: 10.1108/ijqss-09-2021-0127

Ernest Afene Fiakpa, Thu-Huong Nguyen, Anona Armstrong

PurposeThis study aims to examine service quality in Nigerian general hospitals and determines possible differences in service quality perceptions between employees and patients.Design/methodology/approachUsing the Servqual scale, data was collected from 328 employees and patients of two government hospitals in Abuja and Delta states. Analysis was carried out using SPSS 26 package for constructs reliability frequency, mean, standard deviation and t-statistics.FindingsThe study found significant differences in the perception of service quality between employees and patients of the Nigerian general hospitals. While employees gave a high rating to empathy, patients rated it low. Also, the patients’ poor perception of tangible did not match the employees’ high perception. Other specific findings are patients’ unfavourable assessment of the physical facilities and judged the staff to lack professional dressing. Patients felt the hospitals could not provide necessary equipment for their procedures and thus considered their services unreliable.Practical implicationsReliability was perceived as a significant problem in this study; therefore, the hospitals management should ensure correct diagnoses and treatment results of the highest quality and timely services. Also, the management should invoke strong relationships between the employees and patients to earn patients’ trust. Employees should ensure to listen to patients’ complaints and find solutions promptly. Patients need health-care workers’ support and rely on their abilities; Therefore, health-care workers should be highly dependable and show empathic behaviour in discharging their duties. Health-care managers must access employees‘ and patients’ particular perceptual gaps and reconcile the difference before further quality improvement initiatives.Originality/valueThe findings in this study strengthen the clamour for assessing service quality from both employees and patients’ views in public hospitals. Hospital service quality is complex and primarily judged from the patients’ perspective. This study showed that health-care quality means different things to all stakeholders.

目的本研究旨在检验尼日利亚综合医院的服务质量，并确定员工和患者在服务质量认知方面可能存在的差异。设计/方法/方法使用Servqual量表，从阿布贾和德尔塔州两家政府医院的328名员工和患者中收集数据。使用SPSS 26软件包对结构的可靠性、频率、平均值、标准差和t统计量进行分析。研究发现，尼日利亚综合医院员工和患者对服务质量的感知存在显著差异。虽然员工对同理心的评价很高，但患者的评价很低。此外，患者对有形事物的感知能力差与员工的感知能力高不匹配。其他具体发现是患者对物理设施的不利评估，并判断工作人员缺乏专业着装。患者觉得医院无法为他们的手术提供必要的设备，因此认为他们的服务不可靠。实际含义可靠性被认为是本研究中的一个重要问题；因此，医院管理层应确保正确的诊断和治疗结果得到最高质量和及时的服务。此外，管理层应在员工和患者之间建立牢固的关系，以赢得患者的信任。员工应确保倾听患者的投诉并及时找到解决方案。病人需要医护人员的支持并依靠他们的能力；因此，医护人员应高度可靠，并在履行职责时表现出同理心。医疗保健管理人员必须了解员工和患者的特定感知差距，并在采取进一步的质量改进措施之前调和差异。原创性/价值这项研究的结果强化了从公立医院员工和患者的角度评估服务质量的呼声。医院服务质量是复杂的，主要从患者的角度来判断。这项研究表明，医疗保健质量对所有利益攸关方来说意义不同。

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引用次数: 1

Influence of quality management and allied certifications on consumers 质量管理和相关认证对消费者的影响

IF 2.6

International Journal of Quality and Service Sciences

Pub Date : 2022-03-31 DOI: 10.1108/ijqss-09-2021-0120

Neeraj Yadav, P. Heriyati, H. Kumar, D. Tamara

PurposeThe perception of consumers towards the products or services that are provided by organisations that are certified to various international quality management and allied standards, such as the standards developed by the International Organization for Standardization, has not been extensively researched. Available research is limited to few standards. It is not comprehensively explored if consumers view certified products, services or organisations favourably in each case. This study aims to explore inclination of three consumer categories i.e. retail consumers, business consumers and subject expert consumers towards 11 international management system standards.Design/methodology/approachA survey is carried out among 229 consumers of different types in different countries. Total 11 quality management and allied standards are studied. Similarities and differences among different consumer groups towards these 11 standards are analysed using Chi-square test.FindingsThe study shows that although all consumer categories perceive products, services, and organisations certified to international management system standards favourably, the inclination towards certification is greater among developing economies than in developed economies. It is also proven that all standards are not equally popular among consumers. The brand name of a certification agency is found not influencing consumer’s preference towards certification.Originality/valueThe study is unique in three ways. First, it comprehensively analyses multiple quality management and allied standards from consumers’ point of view. Similarities and differences among retail consumers, business consumers and subject experts are researched, which was not attempted previously and thus it shows a novel approach. Second, no other study has analysed so many standards together. Third, differences in perception of consumers towards international standards between developing and developed nations are compared, which was not available earlier for all the 11 standards.

目的消费者对通过各种国际质量管理和相关标准(如国际标准化组织制定的标准)认证的组织所提供的产品或服务的看法尚未得到广泛研究。现有的研究仅限于几个标准。它没有全面探讨消费者是否认为认证的产品，服务或组织在每种情况下有利。本研究旨在探讨零售消费者、企业消费者和学科专家消费者三类消费者对11项国际管理体系标准的倾向。设计/方法/方法对不同国家的229名不同类型的消费者进行了调查。研究了11项质量管理及其相关标准。使用卡方检验分析不同消费者群体对这11项标准的异同。研究结果表明，尽管所有消费者类别都对通过国际管理体系标准认证的产品、服务和组织持积极态度，但发展中经济体对认证的倾向大于发达经济体。事实也证明，并非所有的标准都同样受消费者欢迎。发现认证机构的品牌名称对消费者的认证偏好没有影响。独创性/价值这项研究在三个方面是独一无二的。首先，从消费者的角度综合分析了多种质量管理及其相关标准。研究了零售消费者、企业消费者和学科专家之间的异同，这是前人没有尝试过的，是一种新颖的方法。其次，没有其他研究同时分析了如此多的标准。第三，比较了发展中国家和发达国家消费者对国际标准的认知差异，这在以前的11个标准中是没有的。

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引用次数: 1

Customer incivil behavior and employee retaliation 客户不礼貌行为和员工报复

IF 2.6

International Journal of Quality and Service Sciences

Pub Date : 2022-03-28 DOI: 10.1108/ijqss-09-2021-0137

A. Agnihotri, S. Bhattacharya

PurposeThe purpose of this study is to examine a moderated mediation relationship between customer incivility and employee retaliation.Design/methodology/approachThis study tested the hypotheses using data from 459 hospitality industry employee responses. Data was collected by using Amazon’s MTurk.FindingsThe study results suggest that employee anger mediates the customer incivility and employee retaliation relationship. Further, the employee’s regulatory focus (namely, promotion and preventive regulatory focus) moderates this mediated relationship. Specifically, employee promotion regulatory focus positively moderates the relationship between customer incivility and employee anger, whereas prevention regulatory focus negatively moderates the relationship.Originality/valueExtant study has not explored customer incivility and employee retaliation relationship under moderated mediation influence of regulatory focus and employee anger, respectively.

目的本研究的目的是检验顾客不文明与员工报复之间的适度中介关系。设计/方法论/方法本研究使用459名酒店业员工的回答数据对假设进行了测试。数据是通过使用亚马逊的MTurk.Findings收集的。研究结果表明，员工的愤怒在客户不文明和员工报复关系中起中介作用。此外，员工的监管重点（即晋升和预防性监管重点）调节了这种中介关系。具体而言，员工晋升监管关注正向调节客户不文明与员工愤怒之间的关系，而预防监管关注负向调节这种关系。独创性/价值Extent研究没有分别探讨在监管焦点和员工愤怒的适度调解影响下的客户不文明和员工报复关系。

引用次数: 2

Resilience of Brazilian health-care professionals during the pandemic 大流行期间巴西卫生保健专业人员的复原力

IF 2.6

International Journal of Quality and Service Sciences

Pub Date : 2022-02-11 DOI: 10.1108/ijqss-08-2021-0111

Claudia Araujo, M. Siqueira, L. Amaral

PurposeHealth-care professionals are caring for patients in unprecedented circumstances during the COVID-19 pandemic, dealing with scarce resources, higher demand and uncertain outcomes. In this context, the purpose of this study is to explore the views of health-care professionals regarding their work conditions and perceived impacts of the pandemic on their health, as well as the role of resilience and improvisation in face of the new challenges.Design/methodology/approachThis exploratory and qualitative study carried out semi-structured interviews with eleven health-care professionals from three Brazilian states that have been working in intensive care settings during the pandemic.FindingsThe pandemic has posed a great personal and professional burden on the professionals, impacting their physical and mental health. It also has required them greater resilience and improvisation capabilities to adequately perform work-related activities.Practical implicationsIn addition to individual-level attitudes, the results suggest that aspects in the government, society, personal relationships and providers domains influence the effects of the pandemic on the health-care professionals and how they cope with the ongoing crisis. Such a multifactorial approach should therefore be considered by health managers.Originality/valueWith no similar effort identified, this study emphasizes the relevance of discussing the pandemic burden on frontline professionals and intends to be useful for health practitioners, managers, academics and policymakers.

目的在2019冠状病毒病大流行期间，卫生保健专业人员在前所未有的情况下照顾患者，应对稀缺资源、更高需求和不确定结果。在此背景下，本研究的目的是探讨卫生保健专业人员对其工作条件和大流行对其健康的感知影响的看法，以及面对新挑战时复原力和即兴发挥的作用。设计/方法/方法这项探索性和定性研究对来自巴西三个州的11名卫生保健专业人员进行了半结构化访谈，他们在大流行期间一直在重症监护环境中工作。调查结果大流行给专业人员带来了巨大的个人和职业负担，影响了他们的身心健康。它还要求他们具备更强的应变能力和即兴发挥能力，以充分执行与工作相关的活动。除个人层面的态度外，调查结果还表明，政府、社会、个人关系和提供者领域的各个方面影响着大流行病对保健专业人员的影响，以及他们如何应对当前的危机。因此，卫生管理人员应考虑这种多因素方法。原创性/价值在没有发现类似努力的情况下，本研究强调讨论大流行负担对一线专业人员的相关性，并打算对卫生从业人员、管理人员、学者和政策制定者有用。

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引用次数: 5

Marketing platform products for successful customer outcomes: an empirical investigation of project process integration 营销平台产品对成功客户结果的影响:项目过程集成的实证研究

IF 2.6

International Journal of Quality and Service Sciences

Pub Date : 2022-02-09 DOI: 10.1108/ijqss-09-2021-0130

P. Hong, Young Soo Park, Xiyue Deng, David Hwang

PurposeCross-functional teams engage in developing platform projects which become the basis of many smaller projects. The purpose of this paper is to examine how project teams engage in front-end plan formulation and backend work implementation. This paper shows the critical linkage role of platform product practices.Design/methodology/approachThis study examines the conceptual framework and research model by using a survey questionnaire for the target respondents of product development managers from the USA and Korea. After refining processes, this study determines the items for each variable for the large-scale survey.FindingsResults suggest that when heavy-manager and customers are jointly or separately involved with a project team for the formation of shared team purpose and mission, then there would be differences in terms of information quality, shared team purpose and mission and the project outcomes. If the primary roles of heavyweight leadership and customer involvement are to improve information quality in terms of reduction of uncertainty and equivocality, then the project team is empowered enough to work on the formation of shared team purpose and mission on their own. Platform product practices are a linkage between front-end planning and back-end work doing which guides more specific projects with shared purpose and performance goals.Research limitations/implicationsAs the data collection was limited to the USA and Korea, generalizability across diverse contexts requires caution. However, the findings provide meaningful insight on how to manage projects in an environment of increasing complexity and ambiguity.Practical implicationsThis study provides interesting insight into how project teams approach platform product development. Based on the empirical test, this study shows how cross-functional teams integrate front-end project plan formulation and back-end project work implementation. This study also presents how heavyweight manager and customer involvement addresses the front-end information challenges and influence platform product practices.Originality/valueThis study empirically tests the role of fuzzy front planning in impacting project team success. In particular, this study highlights the dynamic relationships between heavyweight managers and customer involvement, information quality (i.e. uncertainty and equivocality), and the nature of team purpose and mission which are all crucial for effective cross-functional teamwork.

目的跨职能团队参与开发平台项目，这些项目成为许多小型项目的基础。本文的目的是研究项目团队如何参与前端计划制定和后端工作实施。本文展示了平台产品实践的关键联动作用。设计/方法/方法本研究通过对来自美国和韩国的产品开发经理的目标受访者进行问卷调查来检验概念框架和研究模型。本研究在精炼流程后，确定了大规模调查中每个变量的项目。研究结果表明，当重型管理者和客户共同或单独参与项目团队以形成共同的团队目标和使命时，在信息质量、共同的团队目标和使命以及项目成果方面存在差异。如果重量级领导和客户参与的主要角色是根据减少不确定性和模糊性来改进信息质量，那么项目团队就有足够的权力来形成共同的团队目标和任务。平台产品实践是前端计划和后端工作之间的联系，它指导具有共同目的和性能目标的更具体的项目。研究局限性/意义由于数据收集仅限于美国和韩国，因此在不同背景下的普遍性需要谨慎。然而，这些发现为如何在日益复杂和模糊的环境中管理项目提供了有意义的见解。实际意义本研究为项目团队如何处理平台产品开发提供了有趣的见解。基于实证检验，本研究展示了跨职能团队如何将前端项目计划制定与后端项目工作实施相结合。本研究还展示了重量级经理和客户参与如何解决前端信息挑战并影响平台产品实践。原创性/价值本研究实证检验了模糊前期计划在影响项目团队成功中的作用。特别是，本研究强调了重量级管理者与客户参与、信息质量(即不确定性和模糊性)、团队目的和使命性质之间的动态关系，这些都是有效的跨职能团队合作的关键。

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引用次数: 1

Customer experience in digital banking: a review and future research directions 数字银行的客户体验：回顾与未来研究方向

IF 2.6

International Journal of Quality and Service Sciences

Pub Date : 2022-02-04 DOI: 10.1108/ijqss-02-2021-0027

S. Chauhan, A. Akhtar, Ashish Gupta

PurposeThis study aims to demonstrate digital banking’s influence on customers’ evaluation of service experience and develop a framework identifying the most significant variables of digital banking that influence the financial performance of banks.Design/methodology/approachThis structured review of literature, guided with the preferred reporting items for systematic reviews and meta-analyses framework, takes a digital banking perspective to identify 88 articles published between 2001 and 2021, examining distinct aspects of digital banking and their impact on financial performance.FindingsCustomer experience (CE) is determined by functional clues (functional quality, trust and convenience), mechanic clues (website attributes, website design, perceived usability) and humanic clues (customer complaint handling). The study is furthered to combine CE with the service profit chain model. This study also fills the gap to understand the use of “gamification” in technology-driven banking services to enhance CE. Finally, an integrative framework is proposed to link technology-related factors (digital banking clues and gamification), customer-related factors (CE, customer satisfaction and customer loyalty) and performance-related factors (financial performance).Practical implicationsThe study conceptualises a “total” CE framework that banks can use to enhance their online presence. Banking service providers could also analyse their financial results based on digital banking’s impact on customers. Besides, banks can use this framework to strategically place “game-like features” in their digital platforms.Originality/valueThis study attempts to significantly contribute to the digital marketing literature related to CE with banks. It is one of the first studies to determine gamification explicitly in banking literature.

目的本研究旨在证明数字银行对客户服务体验评价的影响，并建立一个框架，确定数字银行影响银行财务绩效的最重要变量。设计/方法论/方法这篇结构化的文献综述以系统综述和元分析框架的首选报告项目为指导，从数字银行的角度确定了2001年至2021年间发表的88篇文章，研究了数字银行的不同方面及其对财务绩效的影响。Findings客户体验（CE）由功能线索（功能质量、信任和便利）、机制线索（网站属性、网站设计、感知可用性）和人性线索（客户投诉处理）决定。进一步研究了将CE与服务利润链模型相结合的问题。本研究还填补了理解“游戏化”在技术驱动的银行服务中用于增强CE的空白。最后，提出了一个综合框架，将技术相关因素（数字银行线索和游戏化）、客户相关因素（CE、客户满意度和客户忠诚度）和绩效相关因素（财务绩效）联系起来。实际含义该研究概念化了一个“全面”的CE框架，银行可以使用该框架来增强其在线影响力。银行服务提供商还可以根据数字银行对客户的影响分析其财务业绩。此外，银行可以利用这一框架在其数字平台中战略性地放置“类似游戏的功能”。原创性/价值本研究试图对与银行CE相关的数字营销文献做出重大贡献。这是最早在银行文献中明确确定游戏化的研究之一。

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引用次数: 24

Designing a quality scorecard (QSC) for system integration in the era of Industry 4.0 为工业4.0时代的系统集成设计质量记分卡

IF 2.6

International Journal of Quality and Service Sciences

Pub Date : 2022-01-31 DOI: 10.1108/ijqss-11-2020-0173

Hye Young Roh, Shujaat Ali, Hojun Song, W. Shin

PurposeThis study aims to investigate the criteria to measure and manage a software project’s quality indicator elements needed to implement system integration in the Industry 4.0 era.Design/methodology/approachThe standard software process model SPICE: a crucial part of the system integration software development process, is analyzed to explore how the factors of the SPICE model rate qualitatively on the quality scorecard (QSC). QSC is a qualitative performance measurement model based on the cost of quality (COQ) perspective. The SPICE model’s effectiveness is examined in terms of system integration (SI) quality, and factors for improving this quality are determined.FindingsThe authors proposed future directions for improving SI management. The seven SPICE process groups were analyzed comparatively by matching them to the QSC. The SPICE model was found to achieve 63% with the required factors in QSC. Also, the uncommitted items indicated need to be considered for additional management in SI quality.Practical implicationsSince SPICE is revised every five years, it is suggested from this study that diagnosing the assessment items from the COQ perspective using QSC is one strategy to quickly enhance the quality of SI management in this rapidly changing technology revolution.Originality/valueThis research is the first study of its kind, proposing a methodology for adapting quickly to the Fourth Industrial Revolution’s changes and showing how the standards have changed the SPICE model over time.

目的本研究旨在探讨在工业4.0时代实施系统集成所需的软件项目质量指标要素的衡量和管理标准。设计/方法论/方法对系统集成软件开发过程中的关键部分标准软件过程模型SPICE进行了分析，探讨了SPICE模型的影响因素如何在质量记分卡（QSC）上定性评分。QSC是一个基于质量成本（COQ）视角的定性绩效衡量模型。从系统集成（SI）质量的角度检验了SPICE模型的有效性，并确定了提高该质量的因素。发现作者提出了改进SI管理的未来方向。通过将七个SPICE工艺组与QSC进行匹配，对它们进行了比较分析。SPICE模型在QSC中达到了63%的要求因子。此外，需要考虑所示的未提交项目，以便对SI质量进行额外管理。实践意义由于SPICE每五年修订一次，因此本研究建议，在这场快速变化的技术革命中，使用QSC从COQ的角度诊断评估项目是快速提高SI管理质量的一种策略。独创性/价值这项研究是第一项此类研究，提出了一种快速适应第四次工业革命变化的方法，并展示了标准如何随着时间的推移改变SPICE模型。

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引用次数: 3

The evolution of quality: from inspection to quality 4.0 质量的演变:从检验到质量4.0

IF 2.6

International Journal of Quality and Service Sciences

Pub Date : 2022-01-28 DOI: 10.1108/ijqss-09-2021-0121

E. E. Broday

PurposeQuality has undergone several transformations over the past decades. From the inspection to total quality management (TQM), some tools have been created to improve the performance of industrial processes and services, such as control charts and Pareto’s diagram. Now, the fourth industrial revolution (4th IR), Industry 4.0, has become part of the routine of organizations and people. The purpose of this paper is to verify how traditional quality concepts are being adapted within organizations.Design/methodology/approachAs the term “Quality 4.0” is still recent, this research aimed to conduct a literature review on the topic by using the systematic literature review method called Bibliometrix. Through the combination of keywords, 116 papers were found. After eliminating the repeated papers, an analysis was made with the remaining 104 papers, presenting the sources of publication, period of publication, countries, among other characteristics. Finally, a more detailed analysis of the 10 most recent papers published in journals was performed.FindingsThe main results of this research are: publications on the topic have increased significantly from 2013, mainly in journals and conference papers; the most important elements connected with Quality 4.0 are Quality Management and Industry 4.0; there is not yet a universal definition for Quality 4.0; however, it seems that digital tools can be used to improve the performance of processes; one can expect a natural evolution from TQM to Quality 4.0, not replacing the traditional quality methods; activities inside organizations will be faster and smarter, due to the use of Big Data and Artificial Intelligence (AI), combined with traditional quality methods.Originality/valueIdentifying new approaches and gaps for quality research may improve the development of new concepts and tools.

在过去的几十年里，PurposeQuality经历了几次变革。从检查到全面质量管理（TQM），已经创建了一些工具来提高工业过程和服务的性能，如控制图和帕累托图。现在，第四次工业革命（第四次IR），工业4.0，已经成为组织和人们日常生活的一部分。本文的目的是验证传统质量概念在组织内部是如何适应的。设计/方法论/方法由于“质量4.0”一词还是最近才出现的，本研究旨在使用名为Bibliometrix的系统文献综述方法对该主题进行文献综述。通过关键词组合，共发现116篇论文。在删除重复的论文后，对其余104篇论文进行了分析，介绍了出版来源、出版期、国家等特点。最后，对最近发表在期刊上的10篇论文进行了更详细的分析。发现本研究的主要结果是：自2013年以来，该主题的出版物显著增加，主要发表在期刊和会议论文上；与质量4.0相关的最重要的要素是质量管理和工业4.0；质量4.0还没有一个通用的定义；然而，数字工具似乎可以用来提高流程的性能；人们可以期待从TQM到质量4.0的自然演变，而不是取代传统的质量方法；由于大数据和人工智能（AI）的使用，以及传统的质量方法，组织内部的活动将更快、更智能。原创性/价值识别高质量研究的新方法和差距可能会促进新概念和工具的开发。

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引用次数: 13

Failure factors in healthcare quality improvement programmes: reviewing two decades of the scientific field 医疗保健质量改进方案的失败因素:回顾二十年的科学领域

IF 2.6

International Journal of Quality and Service Sciences

Pub Date : 2022-01-20 DOI: 10.1108/ijqss-06-2021-0080

Noe Vaz, Claudia Araujo

Purpose

Quality improvement is imperative for healthcare organisations. Despite the importance of the topic, many efforts have been wasted on failed improvement programs. Various studies have tried to identify the failure factors in improvement programs, but the divergences in the results hamper this research field’s evolution. This study reviews scientific activity from 2000 to 2019 on failure factors in Healthcare Quality Improvement Programs (HCQIP) to help academics and managers understand the field’s evolution better. This research intends to answer four questions on failure factors in HCQIP: Who are the most active authors in this field?; Which journals have been used as diffusion channels?; What are the themes addressed the most in this field?; and What are the themes considered to be emerging?

Design/methodology/approach

The authors conducted a bibliometric-based literature review on a sample of 5,137 articles, and 104 studies were included in this review, covering a longitudinal analysis in two periods (P1: 2000–2010 and P2: 2011–2019). Performance analysis, citation, co-citation, co-words analysis and network mapping identified the authors in this scientific field, the journals, the number of articles, along with the current and emerging themes that reveal the latent structure of the factors associated with failures in HCQIP.

Findings

The number of articles in P2 (83 studies) is almost four times higher than in P1 (21 studies). The results reveal a dynamic field attracting more authors since 2013, expanding from 5 to 42 journals that publish on the topic. Furthermore, research has evolved from comprehensive manufacturing programs to more theory-based and contextualised health care. In this sense, the recent literature (P2) suggests that failure factors related to quality improvement programs can be minimised if these initiatives align with the human centrality paradigm.

Practical implications

Analysing the evolution of failure factors in HCQIP helps redesign research and management for better quality health outcomes. Knowledge of the scientific community trajectory over nearly 20 years enables better planning from the patient's perspective and contributes to reducing failures in quality programs.

Originality/value

This study contributes to developing the field of failure factors in HCQIP by providing researchers and managers with an evolutionary, systematic and pioneering view of the theme.

目的医疗保健机构必须提高质量。尽管这个话题很重要，但许多努力都浪费在了失败的改进计划上。各种各样的研究试图确定改进计划中的失效因素，但结果的分歧阻碍了这一研究领域的发展。本研究回顾了2000年至2019年关于医疗保健质量改进计划(HCQIP)失败因素的科学活动，以帮助学者和管理者更好地了解该领域的演变。本研究旨在回答关于HCQIP失效因素的四个问题:谁是该领域最活跃的作者?哪些期刊被用作传播渠道?在这个领域中讨论最多的主题是什么?哪些主题被认为正在出现?设计/方法/方法作者对5137篇文献样本进行了文献计量学的文献综述，其中包括104项研究，涵盖两个时期(P1: 2000-2010和P2: 2011-2019)的纵向分析。绩效分析、引文、共被引、共词分析和网络映射确定了该科学领域的作者、期刊、文章数量，以及当前和新兴主题，揭示了与HCQIP失败相关因素的潜在结构。研究结果:P2的论文数量(83篇)几乎是P1(21篇)的四倍。结果显示，自2013年以来，这一动态领域吸引了更多的作者，发表这一主题的期刊从5家增加到42家。此外，研究已经从全面的制造计划发展到更基于理论和情境化的医疗保健。从这个意义上说，最近的文献(P2)表明，如果这些举措与人为中心范式保持一致，则与质量改进计划相关的失败因素可以最小化。实际意义分析HCQIP失败因素的演变有助于重新设计研究和管理，以获得更高质量的健康结果。对近20年来科学界发展轨迹的了解能够从患者的角度更好地规划，并有助于减少高质量项目的失败。原创性/价值本研究为研究者和管理者提供了一个进化的、系统的、开创性的视角，有助于HCQIP失效因素研究领域的发展。

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引用次数: 0

Examining the impact of E-supply chain on service quality and customer satisfaction: a case study 电子供应链对服务质量和客户满意度影响的实证研究

IF 2.6

International Journal of Quality and Service Sciences

Pub Date : 2022-01-07 DOI: 10.1108/ijqss-08-2020-0131

Maryam Abdirad, K. Krishnan

PurposeThe purposes of this study are to introduce the concept of service quality (SQ) in E-Supply chain management (E-SCM) and its impact on increasing customer satisfaction (CS) and provide insightful enhancements to the literature. In addition, the paper also examines the influence of SQ of E-SCM on CS in online shopping.Design/methodology/approachAfter a comprehensive literature review, four key factors for measuring the E-Supply chain (process control, interaction with supplier, management support and focus on customers), four key factors for measuring CS (informing customers, attention to customers’ needs, staff performance accuracy and easy access to services) and four factors for measuring the quality of identification services (assurance, accountability, tangibility and reliability) were selected. The proposed conceptual model was then presented. This model was validated by data collected through a survey of 150 respondents to identify CS, including that of customers of online websites in Iran. The sample data was analyzed using SPSS21, after which the interrelationships between the model and factors were examined based on the partial least square-structural. Model fit indices were then calculated for the data set. The proposed model was validated by using factor analysis and structural equation modeling techniques.FindingsThe results indicated that E-SCM has a direct impact on CS. The effect of SQ was also confirmed. A positive and significant relationship was identified between E-SCM and CS, E-SCM and SQ, as well as SQ and CS (P> 0.05).Research limitations/implicationsThe first limitation was to convince respondents to cooperate with the researchers. The second one was the lack of research-related background due to the subject being relatively new.Originality/valueThis study, to the best of the authors’ knowledge, is the first empirical analysis on the CS assessment of SQ of E-Supply Chain in online shopping. This important link to online shopping has rarely been explored. It is expected that by filling this gap, this study will help in strengthening online shopping, which needs a change in the marketing area.

目的本研究旨在介绍电子供应链管理中的服务质量（SQ）概念及其对提高客户满意度（CS）的影响，并对文献进行深入的改进。此外，本文还考察了E-SCM的SQ对网上购物CS的影响。设计/方法论/方法经过全面的文献回顾，衡量电子供应链的四个关键因素（过程控制、与供应商的互动、管理支持和对客户的关注），选择了衡量CS的四个关键因素（告知客户、关注客户需求、员工绩效准确性和易于获得服务）和衡量身份识别服务质量的四个因素（保证、问责制、有形性和可靠性）。然后提出了拟议的概念模型。该模型通过对150名受访者的调查收集的数据进行了验证，以确定CS，包括伊朗在线网站的客户。使用SPSS21对样本数据进行分析，然后基于偏最小二乘结构检验模型和因素之间的相互关系。然后计算数据集的模型拟合指数。通过因子分析和结构方程建模技术对所提出的模型进行了验证。结果表明，E-SCM对CS有直接影响。SQ的作用也得到了证实。E-CM与CS、E-CM与SQ以及SQ与CS之间存在正相关（P>0.05）。研究局限性/含义第一个局限性是说服受访者与研究人员合作。第二个问题是由于该主题相对较新，缺乏研究相关背景。创意/价值据作者所知，本研究是首次对网上购物中电子供应链质量保证的CS评估进行实证分析。网上购物的这一重要环节很少被探索。预计通过填补这一空白，这项研究将有助于加强网上购物，这需要改变营销领域。

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引用次数: 10