Pub Date : 2021-08-17DOI: 10.1108/ijqss-02-2020-0019
Cristina Calvo-Porral, Luis-Miguel Otero-Prada
Purpose Greater attention should be paid to the emotional aspects of the service experience. In this context, this paper aims to propose that emotions will have a different impact on customers’ complaint behavior and satisfaction depending on the hedonic or utilitarian nature of the service and for this purpose a valence-based approach is followed. Design/methodology/approach A sample of 809 service users was analyzed through multi-group structural equation modeling, including both hedonic (bars and cafeterias, n = 210) and utilitarian services (bank and public transportation services, n = 599). Findings Research findings show the different influence of emotions on customers’ complaint behavior and satisfaction depending on the service nature. Further, the negative affect does not influence behavioral outcomes in hedonic services, whereas positive affect exerts a slight lower influence in utilitarian services. Finally, the service nature plays a moderating role in the emotions–satisfaction and emotions–complaint behavior relationship. Originality/value This research shows the important role of the service nature, reporting different results for hedonic and utilitarian services in the influence of emotions in behavioral outcomes.
{"title":"The emotional influence on satisfaction and complaint behavior in hedonic and utilitarian services","authors":"Cristina Calvo-Porral, Luis-Miguel Otero-Prada","doi":"10.1108/ijqss-02-2020-0019","DOIUrl":"https://doi.org/10.1108/ijqss-02-2020-0019","url":null,"abstract":"\u0000Purpose\u0000Greater attention should be paid to the emotional aspects of the service experience. In this context, this paper aims to propose that emotions will have a different impact on customers’ complaint behavior and satisfaction depending on the hedonic or utilitarian nature of the service and for this purpose a valence-based approach is followed.\u0000\u0000\u0000Design/methodology/approach\u0000A sample of 809 service users was analyzed through multi-group structural equation modeling, including both hedonic (bars and cafeterias, n = 210) and utilitarian services (bank and public transportation services, n = 599).\u0000\u0000\u0000Findings\u0000Research findings show the different influence of emotions on customers’ complaint behavior and satisfaction depending on the service nature. Further, the negative affect does not influence behavioral outcomes in hedonic services, whereas positive affect exerts a slight lower influence in utilitarian services. Finally, the service nature plays a moderating role in the emotions–satisfaction and emotions–complaint behavior relationship.\u0000\u0000\u0000Originality/value\u0000This research shows the important role of the service nature, reporting different results for hedonic and utilitarian services in the influence of emotions in behavioral outcomes.\u0000","PeriodicalId":14403,"journal":{"name":"International Journal of Quality and Service Sciences","volume":null,"pages":null},"PeriodicalIF":2.6,"publicationDate":"2021-08-17","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"43664004","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 : 2021-08-09DOI: 10.1108/ijqss-05-2020-0071
J. Titko, I. Lapiņa, Oksana Lentjušenkova
Purpose Intellectual capital (IC) investments yield both financial and non-financial outcomes, and several groups of stakeholders are beneficiaries in the process. There are different approaches to appraisal of IC investments; most of them emphasise financial benefits. In turn, non-financial return is difficult to measure because of the lack of measurement indicators, as well as unavailability of accounting data and/or statistical data. The purpose of this paper is to evaluate non-financial return on investments in IC, based on the financial data of Latvian higher education institutions (HEI). Design/methodology/approach The methodology of Social Return on Investments (SROI) was applied. SROI metric is used to measure an expected return, considering the anticipated social benefits of an investment against its costs. The procedure is based on the principles of the “time value of money” concept and stakeholder management theory. Findings Non-financial outcomes (benefits) from investments into implementation of e-learning study process were defined, separately for each stakeholder group. Specific metrics for each outcome were determined, and the result was estimated (expressed in monetary form). Research limitations/implications There are different types of IC investments, but the authors of the given paper focussed on the digitalisation of study process, i.e. investments into the process of implementation and development of on-line studies were analysed. The proposed approach (SROI) is applied for measuring of IC investments, based on financial data of only one Latvian HEI. Originality/value SROI estimation for financial assessment of implemented innovations in Latvian higher education was made. This approach can help organisations to make decisions about IC investments, and the authors’ application of the methodology can be used as a pattern for HEI executives. This paper provides an example of the practical application of the methodology, using HEI real financial data.
{"title":"Measuring of intellectual capital investments in higher education: case of Latvia","authors":"J. Titko, I. Lapiņa, Oksana Lentjušenkova","doi":"10.1108/ijqss-05-2020-0071","DOIUrl":"https://doi.org/10.1108/ijqss-05-2020-0071","url":null,"abstract":"\u0000Purpose\u0000Intellectual capital (IC) investments yield both financial and non-financial outcomes, and several groups of stakeholders are beneficiaries in the process. There are different approaches to appraisal of IC investments; most of them emphasise financial benefits. In turn, non-financial return is difficult to measure because of the lack of measurement indicators, as well as unavailability of accounting data and/or statistical data. The purpose of this paper is to evaluate non-financial return on investments in IC, based on the financial data of Latvian higher education institutions (HEI).\u0000\u0000\u0000Design/methodology/approach\u0000The methodology of Social Return on Investments (SROI) was applied. SROI metric is used to measure an expected return, considering the anticipated social benefits of an investment against its costs. The procedure is based on the principles of the “time value of money” concept and stakeholder management theory.\u0000\u0000\u0000Findings\u0000Non-financial outcomes (benefits) from investments into implementation of e-learning study process were defined, separately for each stakeholder group. Specific metrics for each outcome were determined, and the result was estimated (expressed in monetary form).\u0000\u0000\u0000Research limitations/implications\u0000There are different types of IC investments, but the authors of the given paper focussed on the digitalisation of study process, i.e. investments into the process of implementation and development of on-line studies were analysed. The proposed approach (SROI) is applied for measuring of IC investments, based on financial data of only one Latvian HEI.\u0000\u0000\u0000Originality/value\u0000SROI estimation for financial assessment of implemented innovations in Latvian higher education was made. This approach can help organisations to make decisions about IC investments, and the authors’ application of the methodology can be used as a pattern for HEI executives. This paper provides an example of the practical application of the methodology, using HEI real financial data.\u0000","PeriodicalId":14403,"journal":{"name":"International Journal of Quality and Service Sciences","volume":null,"pages":null},"PeriodicalIF":2.6,"publicationDate":"2021-08-09","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"43049409","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 : 2021-08-06DOI: 10.1108/ijqss-04-2020-0065
P. Rogala, Sławomir Wawak
Purpose The authors of this study, who adopted a holistic view of the international organization for standardization (ISO) 9000 series of standards, aimed to evaluate the current status of the standards within the framework of the quality movement. Specifically, the evaluation covered two dimensions, i.e. the significance of the content included in the standards and the quality of the standards’ elaboration, which encompasses such issues as, for instance, their correctness, relevance to current trends in quality management, comprehensibility, etc. Design/methodology/approach The paper is based on a review of the scientific literature, analysis of the current and all previous versions of the international standards and the results of a survey, through which data were collected from 73 quality management experts from 17 different countries. To evaluate the results, an importance-performance analysis was performed. Findings As the results of the research demonstrated, experts in quality management have accepted the ISO 9000 standards series. However, this positive view refers mainly to the very idea of developing quality management standards and these standard’s content structure (components included in them). Study participants assigned a low rating to the quality of the standards’ elaboration. Therefore, improving the following aspects of the standards is essential: definitions, guidelines explaining the requirements for a quality management system, self-assessment tools and guidelines concerning quality management concerning chosen forms of activity. Research limitations/implications The research described here in has both practical and social implications. First, it delineates the direction needed to improve standardizations, whose use need not be strictly limited to quality management but can be successfully used to improve the standards in other areas of management. Therefore, the conclusions of this research directly contribute to increasing both the effectiveness and the quality of the standard organizations. The significant consequences of this research for managers are the identification of ISO 9000 components which they will find are the most useful. Practical implications The research described herein has both practical and social implications. First, it delineates the direction needed to improve standardizations, whose use need not be strictly limited to quality management. However, it can be successfully used to improve the standards in other areas of management. Therefore, the conclusions of this research directly contribute to increasing both the effectiveness and the quality of the standard organizations. The significant consequences of this research for managers are the identification of ISO 9000 components, which they will find are the most useful. Originality/value Most research treats ISO 9000 standards as a benchmark for their studies on quality management systems implemented in organizations. The standards themselve
{"title":"Quality of the ISO 9000 series of standards-perceptions of quality management experts","authors":"P. Rogala, Sławomir Wawak","doi":"10.1108/ijqss-04-2020-0065","DOIUrl":"https://doi.org/10.1108/ijqss-04-2020-0065","url":null,"abstract":"\u0000Purpose\u0000The authors of this study, who adopted a holistic view of the international organization for standardization (ISO) 9000 series of standards, aimed to evaluate the current status of the standards within the framework of the quality movement. Specifically, the evaluation covered two dimensions, i.e. the significance of the content included in the standards and the quality of the standards’ elaboration, which encompasses such issues as, for instance, their correctness, relevance to current trends in quality management, comprehensibility, etc.\u0000\u0000\u0000Design/methodology/approach\u0000The paper is based on a review of the scientific literature, analysis of the current and all previous versions of the international standards and the results of a survey, through which data were collected from 73 quality management experts from 17 different countries. To evaluate the results, an importance-performance analysis was performed.\u0000\u0000\u0000Findings\u0000As the results of the research demonstrated, experts in quality management have accepted the ISO 9000 standards series. However, this positive view refers mainly to the very idea of developing quality management standards and these standard’s content structure (components included in them). Study participants assigned a low rating to the quality of the standards’ elaboration. Therefore, improving the following aspects of the standards is essential: definitions, guidelines explaining the requirements for a quality management system, self-assessment tools and guidelines concerning quality management concerning chosen forms of activity.\u0000\u0000\u0000Research limitations/implications\u0000The research described here in has both practical and social implications. First, it delineates the direction needed to improve standardizations, whose use need not be strictly limited to quality management but can be successfully used to improve the standards in other areas of management. Therefore, the conclusions of this research directly contribute to increasing both the effectiveness and the quality of the standard organizations. The significant consequences of this research for managers are the identification of ISO 9000 components which they will find are the most useful.\u0000\u0000\u0000Practical implications\u0000The research described herein has both practical and social implications. First, it delineates the direction needed to improve standardizations, whose use need not be strictly limited to quality management. However, it can be successfully used to improve the standards in other areas of management. Therefore, the conclusions of this research directly contribute to increasing both the effectiveness and the quality of the standard organizations. The significant consequences of this research for managers are the identification of ISO 9000 components, which they will find are the most useful.\u0000\u0000\u0000Originality/value\u0000Most research treats ISO 9000 standards as a benchmark for their studies on quality management systems implemented in organizations. The standards themselve","PeriodicalId":14403,"journal":{"name":"International Journal of Quality and Service Sciences","volume":null,"pages":null},"PeriodicalIF":2.6,"publicationDate":"2021-08-06","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"43079506","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 : 2021-08-04DOI: 10.1108/ijqss-05-2020-0077
Drita Kruja, Huong Ha, Elvira Tabaku
Purpose There have been many research studies on students’ satisfaction of services in universities in developed countries. However, students’ expectation and satisfaction of public and private higher education institutions (HEIs) with regard to service quality in Eastern Europe have been under-researched. Therefore, this study aims to offer an empirical examination of student satisfaction of the service quality of public and private HEIs in Albania by evaluating the gap between students’ expectation and perception and the effect of student satisfaction on retention in HEIs. Design/methodology/approach The survey instrument used in this study was the student satisfaction inventory in the USA. Primary data were collected from a survey of students in two private and four public HEIs in Albania. A total of 554 valid responses were collected from the survey. Findings The findings suggested that there were performance gaps between public and private HEIs. Public universities performed well in terms of concern for the individual, campus support services, student-centeredness and instructional effectiveness. Private HEIs scored well in terms of concern for the individual, academic advising effectiveness, instructional effectiveness and safety and security (parking). There is a significant difference in students’ perception of the overall satisfaction of HEIs. Students’ overall satisfaction positively impacts their retention. Originality/value Overall, this study provides valuable insights to private and public HEIs’ administrators regarding to student satisfaction and retention. The findings will have far-reaching managerial implications for all groups of stakeholders in terms of the service delivery by universities in Albania and Eastern Europe.
{"title":"Students’ perception and satisfaction of services provided by public and private higher education institutes: a case study in Albania","authors":"Drita Kruja, Huong Ha, Elvira Tabaku","doi":"10.1108/ijqss-05-2020-0077","DOIUrl":"https://doi.org/10.1108/ijqss-05-2020-0077","url":null,"abstract":"\u0000Purpose\u0000There have been many research studies on students’ satisfaction of services in universities in developed countries. However, students’ expectation and satisfaction of public and private higher education institutions (HEIs) with regard to service quality in Eastern Europe have been under-researched. Therefore, this study aims to offer an empirical examination of student satisfaction of the service quality of public and private HEIs in Albania by evaluating the gap between students’ expectation and perception and the effect of student satisfaction on retention in HEIs.\u0000\u0000\u0000Design/methodology/approach\u0000The survey instrument used in this study was the student satisfaction inventory in the USA. Primary data were collected from a survey of students in two private and four public HEIs in Albania. A total of 554 valid responses were collected from the survey.\u0000\u0000\u0000Findings\u0000The findings suggested that there were performance gaps between public and private HEIs. Public universities performed well in terms of concern for the individual, campus support services, student-centeredness and instructional effectiveness. Private HEIs scored well in terms of concern for the individual, academic advising effectiveness, instructional effectiveness and safety and security (parking). There is a significant difference in students’ perception of the overall satisfaction of HEIs. Students’ overall satisfaction positively impacts their retention.\u0000\u0000\u0000Originality/value\u0000Overall, this study provides valuable insights to private and public HEIs’ administrators regarding to student satisfaction and retention. The findings will have far-reaching managerial implications for all groups of stakeholders in terms of the service delivery by universities in Albania and Eastern Europe.\u0000","PeriodicalId":14403,"journal":{"name":"International Journal of Quality and Service Sciences","volume":null,"pages":null},"PeriodicalIF":2.6,"publicationDate":"2021-08-04","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"48830588","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 : 2021-07-27DOI: 10.1108/ijqss-10-2020-0170
Ida Gremyr, Jan Lenning, Mattias Elg, Jason M. Martin
Purpose Over one million organisations have a quality management system (QMS) certified to the ISO 9001 standard; however, the system requires a lot of resources and its value has been questioned. This critique also leads to a questioning of the strategic relevance of quality management. The purpose of this paper is to explore how different types of uses of QMS correlate with management perceptions of quality management in terms of respect, cost and strategic importance. Design/methodology/approach The paper is based on a mixed method data collection strategy, quantitative data being collected from a survey in 8 organisations (n = 108) and qualitative data being collected from 12 interviews with quality managers in 12 different organisations. Findings The paper shows that a compliance-oriented QMS usage will more likely lead to a view of quality management as costly and of little respect, than a business or improvement-oriented QMS usage. Moreover, it nuances the view on compliance-oriented usage, showing that it is mainly documentation that negatively influences how management views quality management, whereas standardisation that is part of the compliance-oriented use is perceived as more value-adding. Originality/value This paper suggests three types of QMS use, namely, business management, improvement, and compliance-oriented use, and that a wise selection of how to use the QMS will affect the respect, strategic importance and cost that management associates with quality management.
{"title":"Increasing the value of quality management systems","authors":"Ida Gremyr, Jan Lenning, Mattias Elg, Jason M. Martin","doi":"10.1108/ijqss-10-2020-0170","DOIUrl":"https://doi.org/10.1108/ijqss-10-2020-0170","url":null,"abstract":"\u0000Purpose\u0000Over one million organisations have a quality management system (QMS) certified to the ISO 9001 standard; however, the system requires a lot of resources and its value has been questioned. This critique also leads to a questioning of the strategic relevance of quality management. The purpose of this paper is to explore how different types of uses of QMS correlate with management perceptions of quality management in terms of respect, cost and strategic importance.\u0000\u0000\u0000Design/methodology/approach\u0000The paper is based on a mixed method data collection strategy, quantitative data being collected from a survey in 8 organisations (n = 108) and qualitative data being collected from 12 interviews with quality managers in 12 different organisations.\u0000\u0000\u0000Findings\u0000The paper shows that a compliance-oriented QMS usage will more likely lead to a view of quality management as costly and of little respect, than a business or improvement-oriented QMS usage. Moreover, it nuances the view on compliance-oriented usage, showing that it is mainly documentation that negatively influences how management views quality management, whereas standardisation that is part of the compliance-oriented use is perceived as more value-adding.\u0000\u0000\u0000Originality/value\u0000This paper suggests three types of QMS use, namely, business management, improvement, and compliance-oriented use, and that a wise selection of how to use the QMS will affect the respect, strategic importance and cost that management associates with quality management.\u0000","PeriodicalId":14403,"journal":{"name":"International Journal of Quality and Service Sciences","volume":null,"pages":null},"PeriodicalIF":2.6,"publicationDate":"2021-07-27","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"43354789","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 : 2021-07-08DOI: 10.1108/IJQSS-02-2020-0014
Subhajit Chakraborty, E. M. Church
Purpose The purpose of this paper is to show the value of open-ended narrative patient reviews on social media for elucidating aspects of hospital patient satisfaction. Design/methodology/approach Mixed methods analyses using qualitative (manual content analyses using grounded theory and algorithmic analyses using the Natural Language Toolkit) followed by quantitative analyses (negative binomial regression). Findings Health-care team communication, health-care team action orientation and patient hospital room environment are positively related to patient hospital satisfaction. Patients form their hospital satisfaction perceptions based on the three facets of their hospital stay experience. Research limitations/implications In the spirit of continuous quality improvement, periodically analyzing patient social media comments could help health-care teams understand the patient satisfaction inhibitors that they need to avoid to offer patient-centric care. Practical implications By periodically analyzing patient social media comments hospital leaders can quickly identify the gaps in their health service delivery and plug them, which could ultimately give the hospital a competitive advantage. Originality/value To the best of the authors’ knowledge, this is one of the first studies to apply mixed methods to patient hospital review comments given freely on social media to critically understand what drives patient hospital satisfaction ratings.
{"title":"Patient hospital experience and satisfaction on social media","authors":"Subhajit Chakraborty, E. M. Church","doi":"10.1108/IJQSS-02-2020-0014","DOIUrl":"https://doi.org/10.1108/IJQSS-02-2020-0014","url":null,"abstract":"\u0000Purpose\u0000The purpose of this paper is to show the value of open-ended narrative patient reviews on social media for elucidating aspects of hospital patient satisfaction.\u0000\u0000\u0000Design/methodology/approach\u0000Mixed methods analyses using qualitative (manual content analyses using grounded theory and algorithmic analyses using the Natural Language Toolkit) followed by quantitative analyses (negative binomial regression).\u0000\u0000\u0000Findings\u0000Health-care team communication, health-care team action orientation and patient hospital room environment are positively related to patient hospital satisfaction. Patients form their hospital satisfaction perceptions based on the three facets of their hospital stay experience.\u0000\u0000\u0000Research limitations/implications\u0000In the spirit of continuous quality improvement, periodically analyzing patient social media comments could help health-care teams understand the patient satisfaction inhibitors that they need to avoid to offer patient-centric care.\u0000\u0000\u0000Practical implications\u0000By periodically analyzing patient social media comments hospital leaders can quickly identify the gaps in their health service delivery and plug them, which could ultimately give the hospital a competitive advantage.\u0000\u0000\u0000Originality/value\u0000To the best of the authors’ knowledge, this is one of the first studies to apply mixed methods to patient hospital review comments given freely on social media to critically understand what drives patient hospital satisfaction ratings.\u0000","PeriodicalId":14403,"journal":{"name":"International Journal of Quality and Service Sciences","volume":null,"pages":null},"PeriodicalIF":2.6,"publicationDate":"2021-07-08","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"47357320","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 : 2021-07-05DOI: 10.1108/IJQSS-11-2020-0186
K. Boakye, Hong Qin, Charles Blankson, M. Hanna, V. Prybutok
Purpose The purpose of this study is to explore the direct and indirect effects of perceived provider professionalism and service recovery in enhancing patient satisfaction in a developing country. Design/methodology/approach This study used a survey method to investigate satisfaction among health-care consumers. This study used data collected from 210 health-care consumers to empirically test the hypotheses via structural equation modeling Findings This study found that service recovery has a significant direct effect on patient satisfaction. Though this study did not find perceived provider professionalism to have a direct effect on patient satisfaction, it found an indirect effect in the relationship via service experience. Thus, service experience fully/completely mediates the relationship between perceived provider professionalism and patient satisfaction, while partially mediating the significant relationship between service recovery and patient satisfaction. Originality/value The results further underscore the need for health-care organizations in developing countries to focus on mindfully developing operations-oriented strategies that lead to the delivery of memorable service experiences for patients.
{"title":"Operations-oriented strategies and patient satisfaction: the mediating effect of service experience","authors":"K. Boakye, Hong Qin, Charles Blankson, M. Hanna, V. Prybutok","doi":"10.1108/IJQSS-11-2020-0186","DOIUrl":"https://doi.org/10.1108/IJQSS-11-2020-0186","url":null,"abstract":"\u0000Purpose\u0000The purpose of this study is to explore the direct and indirect effects of perceived provider professionalism and service recovery in enhancing patient satisfaction in a developing country.\u0000\u0000\u0000Design/methodology/approach\u0000This study used a survey method to investigate satisfaction among health-care consumers. This study used data collected from 210 health-care consumers to empirically test the hypotheses via structural equation modeling\u0000\u0000\u0000Findings\u0000This study found that service recovery has a significant direct effect on patient satisfaction. Though this study did not find perceived provider professionalism to have a direct effect on patient satisfaction, it found an indirect effect in the relationship via service experience. Thus, service experience fully/completely mediates the relationship between perceived provider professionalism and patient satisfaction, while partially mediating the significant relationship between service recovery and patient satisfaction.\u0000\u0000\u0000Originality/value\u0000The results further underscore the need for health-care organizations in developing countries to focus on mindfully developing operations-oriented strategies that lead to the delivery of memorable service experiences for patients.\u0000","PeriodicalId":14403,"journal":{"name":"International Journal of Quality and Service Sciences","volume":null,"pages":null},"PeriodicalIF":2.6,"publicationDate":"2021-07-05","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"41966079","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 : 2021-07-03DOI: 10.1108/IJQSS-03-2020-0043
Mostafa Kamalpour, R. Eden, R. Syed, L. Buys, A. Tariq, J. Watson
Purpose: This study aims to explain the value co-creation and co-destruction practices of older adults in an online community (OC). Design/methodology/approach: Adopting practice theory and service-dominant logic as a theoretical perspective, this paper examined an OC of older adults by conducting an inductive thematic analysis of the interactions of the participants in the community. Findings: The analysis revealed older adults engage with three value co-creation plus one value co-destruction practices in the OC including, communal coping practices, happiness creation practices, social capital generation practices and disparaging practices for older adults. Research limitations/implications: Illustrated in a conceptual model, this study extends previous work evidencing OCs serve as a platform for value co-creation and value co-destruction activities in the context of older adults. Further, it suggests OCs facilitate resilience of older adults through value co-creation practices. Recognition of value co-destruction in OCs is critical as it is detrimental to the resilience of older adults. This study provides the needed foundation to advance knowledge on the use of OCs by older adults and suggests future research directions. Practical implications: Identifying co-creation and co-destruction practices of older adults in OCs enables service providers (e.g. caregivers) to engage better in online value co-creation practices. Further, the findings of this study address one of the main priorities of service science to investigate the impact of value co-creation on well-being. Originality/value: Identifying co-creation and co-destruction practices of older adults in OCs enables service providers (e.g. caregivers) to engage better in online value co-creation practices. Further, the findings of this study address one of the main priorities of service science to investigate the impact of value co-creation on well-being.
{"title":"What older adults do in online communities when they co-create and co-destruct value","authors":"Mostafa Kamalpour, R. Eden, R. Syed, L. Buys, A. Tariq, J. Watson","doi":"10.1108/IJQSS-03-2020-0043","DOIUrl":"https://doi.org/10.1108/IJQSS-03-2020-0043","url":null,"abstract":"Purpose: This study aims to explain the value co-creation and co-destruction practices of older adults in an online community (OC). Design/methodology/approach: Adopting practice theory and service-dominant logic as a theoretical perspective, this paper examined an OC of older adults by conducting an inductive thematic analysis of the interactions of the participants in the community. Findings: The analysis revealed older adults engage with three value co-creation plus one value co-destruction practices in the OC including, communal coping practices, happiness creation practices, social capital generation practices and disparaging practices for older adults. Research limitations/implications: Illustrated in a conceptual model, this study extends previous work evidencing OCs serve as a platform for value co-creation and value co-destruction activities in the context of older adults. Further, it suggests OCs facilitate resilience of older adults through value co-creation practices. Recognition of value co-destruction in OCs is critical as it is detrimental to the resilience of older adults. This study provides the needed foundation to advance knowledge on the use of OCs by older adults and suggests future research directions. Practical implications: Identifying co-creation and co-destruction practices of older adults in OCs enables service providers (e.g. caregivers) to engage better in online value co-creation practices. Further, the findings of this study address one of the main priorities of service science to investigate the impact of value co-creation on well-being. Originality/value: Identifying co-creation and co-destruction practices of older adults in OCs enables service providers (e.g. caregivers) to engage better in online value co-creation practices. Further, the findings of this study address one of the main priorities of service science to investigate the impact of value co-creation on well-being.","PeriodicalId":14403,"journal":{"name":"International Journal of Quality and Service Sciences","volume":null,"pages":null},"PeriodicalIF":2.6,"publicationDate":"2021-07-03","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"44998206","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 : 2021-06-23DOI: 10.1108/IJQSS-01-2020-0011
Promporn Wangwacharakul, Silvia Márquez Medina, B. Poksinska
Purpose Customers from different cultures might have different expectations and perceptions of quality, leading to different levels of satisfaction. Together with the construct and measurement equivalence issues of cross-cultural surveys, this raises the question of the comparability of customer satisfaction measurements across countries. The purpose of this study is to evaluate the survey method of anchoring vignettes as a tool for improving the comparability of customer satisfaction measurements across countries and to shed some light on cultural influences on customer satisfaction measurements. Design/methodology/approach Based on the models of American Customer Satisfaction Index and European Performance Satisfaction Index, the authors designed and conducted a survey using the method of anchoring vignettes to measure and compare customer satisfaction with mobile phone services in four countries – Costa Rica, Poland, Sweden and Thailand. The survey was carried out with young adults aged 20–30 years, who were mostly university students. Findings This study demonstrates how anchoring vignettes can be used to mitigate cultural bias in customer satisfaction surveys and to improve both construct and measurement equivalence of the questionnaire. The results show that different conclusions on cross-cultural benchmarking of customer satisfaction would be drawn when using a traditional survey compared to the anchoring vignettes method. Originality/value This paper evaluates the survey method of anchoring vignettes as a potential quantitative research method for studying customer satisfaction across countries. The results also contribute to customer satisfaction research as these shed some light onto how culture influences customer satisfaction measurements. The practical implication for firms and managers is that allocating resources among different countries based on traditional customer satisfaction surveys may be misleading.
{"title":"Cross-cultural comparability of customer satisfaction measurement – the case of mobile phone service providers","authors":"Promporn Wangwacharakul, Silvia Márquez Medina, B. Poksinska","doi":"10.1108/IJQSS-01-2020-0011","DOIUrl":"https://doi.org/10.1108/IJQSS-01-2020-0011","url":null,"abstract":"\u0000Purpose\u0000Customers from different cultures might have different expectations and perceptions of quality, leading to different levels of satisfaction. Together with the construct and measurement equivalence issues of cross-cultural surveys, this raises the question of the comparability of customer satisfaction measurements across countries. The purpose of this study is to evaluate the survey method of anchoring vignettes as a tool for improving the comparability of customer satisfaction measurements across countries and to shed some light on cultural influences on customer satisfaction measurements.\u0000\u0000\u0000Design/methodology/approach\u0000Based on the models of American Customer Satisfaction Index and European Performance Satisfaction Index, the authors designed and conducted a survey using the method of anchoring vignettes to measure and compare customer satisfaction with mobile phone services in four countries – Costa Rica, Poland, Sweden and Thailand. The survey was carried out with young adults aged 20–30 years, who were mostly university students.\u0000\u0000\u0000Findings\u0000This study demonstrates how anchoring vignettes can be used to mitigate cultural bias in customer satisfaction surveys and to improve both construct and measurement equivalence of the questionnaire. The results show that different conclusions on cross-cultural benchmarking of customer satisfaction would be drawn when using a traditional survey compared to the anchoring vignettes method.\u0000\u0000\u0000Originality/value\u0000This paper evaluates the survey method of anchoring vignettes as a potential quantitative research method for studying customer satisfaction across countries. The results also contribute to customer satisfaction research as these shed some light onto how culture influences customer satisfaction measurements. The practical implication for firms and managers is that allocating resources among different countries based on traditional customer satisfaction surveys may be misleading.\u0000","PeriodicalId":14403,"journal":{"name":"International Journal of Quality and Service Sciences","volume":null,"pages":null},"PeriodicalIF":2.6,"publicationDate":"2021-06-23","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"49140824","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 : 2021-06-14DOI: 10.1108/IJQSS-05-2020-0078
I. Gal, D. Yagil, G. Luria
Purpose The purpose of this paper is to contribute to the literature on service quality and value co-creation and co-destruction by unpacking the phenomenon described as “difficult customers”, which has many associated costs for service organizations. The paper examines how frontline service employees make sense of and react to client behaviors that disrupt service processes. Design/methodology/approach This is a qualitative study with 128 frontline workers, who were interviewed about their perceptions, explanations and reactions to problem-related customers, using a sensemaking perspective. Findings Content analysis revealed 17 themes related to workers' perceptions, explanations and reactions to problem-related customers. Workers classify behaviors of problem-related customers in terms exceeding the single notion of intentionality that dominates the literature, instead referring to the degree of both controllability and malevolence of customers. Service workers choose a wide range of behavioral reactions that have not been studied before. Research limitations/implications A convenience sample, although large, limits generalizability. Suggestions for future quantitative research are proposed. Practical implications Based on the findings, the authors suggest specific directions related to managerial policy and organizational practices related to training and employee empowerment and service recovery routines. Originality/value The study introduces a new theoretical notion of “problem-related customers”, set within a value co-creation context. It presents findings that enable deeper understanding of the emotional and behavioral reactions of frontline workers to service disruptions and offers multiple scholarly contributions, new research directions and managerial insights that can help to improve service recovery and service quality
{"title":"Service workers and “difficult customers”: quality challenges at the front line","authors":"I. Gal, D. Yagil, G. Luria","doi":"10.1108/IJQSS-05-2020-0078","DOIUrl":"https://doi.org/10.1108/IJQSS-05-2020-0078","url":null,"abstract":"\u0000Purpose\u0000The purpose of this paper is to contribute to the literature on service quality and value co-creation and co-destruction by unpacking the phenomenon described as “difficult customers”, which has many associated costs for service organizations. The paper examines how frontline service employees make sense of and react to client behaviors that disrupt service processes.\u0000\u0000\u0000Design/methodology/approach\u0000This is a qualitative study with 128 frontline workers, who were interviewed about their perceptions, explanations and reactions to problem-related customers, using a sensemaking perspective.\u0000\u0000\u0000Findings\u0000Content analysis revealed 17 themes related to workers' perceptions, explanations and reactions to problem-related customers. Workers classify behaviors of problem-related customers in terms exceeding the single notion of intentionality that dominates the literature, instead referring to the degree of both controllability and malevolence of customers. Service workers choose a wide range of behavioral reactions that have not been studied before.\u0000\u0000\u0000Research limitations/implications\u0000A convenience sample, although large, limits generalizability. Suggestions for future quantitative research are proposed.\u0000\u0000\u0000Practical implications\u0000Based on the findings, the authors suggest specific directions related to managerial policy and organizational practices related to training and employee empowerment and service recovery routines.\u0000\u0000\u0000Originality/value\u0000The study introduces a new theoretical notion of “problem-related customers”, set within a value co-creation context. It presents findings that enable deeper understanding of the emotional and behavioral reactions of frontline workers to service disruptions and offers multiple scholarly contributions, new research directions and managerial insights that can help to improve service recovery and service quality\u0000","PeriodicalId":14403,"journal":{"name":"International Journal of Quality and Service Sciences","volume":null,"pages":null},"PeriodicalIF":2.6,"publicationDate":"2021-06-14","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"45323884","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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