Pub Date : 2021-08-30DOI: 10.1108/ijphm-12-2020-0104
K. Saxena, Sunita Balani, P. Srivastava
Purpose This study aims to review the extant literature in pharmaceutical sector on corporate social responsibility (CSR), sustainability and organizational performance to explore if a relationship exists among these three elements. Design/methodology/approach A total of 301 research articles were collected from online databases. A new ECG framework representing environment, community and growth was used to classify the collected literature under the three elements: CSR, sustainability and organizational performance. Findings Key findings under the identified categories are: A) Environment: Strict legislation and green chemistry have revolutionized the pharmaceutical sector by decreasing manufacturing costs, minimizing the environmental footprint and improving compliance with regulations. B) Community: Community goodwill and organization’s image have gained importance under the influence of external and internal stakeholders. C) Growth: A weak relationship exists between CSR and organizational performance but increases engagement in sustainability practices which has led to increased market performance. Effective integration of social and environmental goals with strategic business processes could result in long-term profits. Originality/value This study focuses on the extant literature to identify the significance of CSR and sustainability on the organizational performance of the pharmaceutical sector. The propositions developed in this study will help in identifying the interdependency of the aforementioned three elements opening further possibilities of in-depth sector specific studies.
{"title":"The relationship among corporate social responsibility, sustainability and organizational performance in pharmaceutical sector: a literature review","authors":"K. Saxena, Sunita Balani, P. Srivastava","doi":"10.1108/ijphm-12-2020-0104","DOIUrl":"https://doi.org/10.1108/ijphm-12-2020-0104","url":null,"abstract":"\u0000Purpose\u0000This study aims to review the extant literature in pharmaceutical sector on corporate social responsibility (CSR), sustainability and organizational performance to explore if a relationship exists among these three elements.\u0000\u0000\u0000Design/methodology/approach\u0000A total of 301 research articles were collected from online databases. A new ECG framework representing environment, community and growth was used to classify the collected literature under the three elements: CSR, sustainability and organizational performance.\u0000\u0000\u0000Findings\u0000Key findings under the identified categories are: A) Environment: Strict legislation and green chemistry have revolutionized the pharmaceutical sector by decreasing manufacturing costs, minimizing the environmental footprint and improving compliance with regulations. B) Community: Community goodwill and organization’s image have gained importance under the influence of external and internal stakeholders. C) Growth: A weak relationship exists between CSR and organizational performance but increases engagement in sustainability practices which has led to increased market performance. Effective integration of social and environmental goals with strategic business processes could result in long-term profits.\u0000\u0000\u0000Originality/value\u0000This study focuses on the extant literature to identify the significance of CSR and sustainability on the organizational performance of the pharmaceutical sector. The propositions developed in this study will help in identifying the interdependency of the aforementioned three elements opening further possibilities of in-depth sector specific studies.\u0000","PeriodicalId":51798,"journal":{"name":"International Journal of Pharmaceutical and Healthcare Marketing","volume":" ","pages":""},"PeriodicalIF":1.2,"publicationDate":"2021-08-30","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"46644235","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 : 2021-08-11DOI: 10.1108/ijphm-10-2019-0069
Tara G. Walker
Purpose This study aims to examine how experience with mental illness influences perceptions of stigma and realism in a specific direct-to-consumer advertisement (DTCA) for bipolar depression. Design/methodology/approach An online survey had participants watch a 90 s advertisement for a prescription bipolar depression drug and then answer 24 questions about stigma, mental illness experience and the realism of the portrayals in the advertisement. Findings Findings show that people who identify as having experience with mental illness tend to see the ad as more stigmatizing and less realistic. Additionally, people who expressed more stigmatizing beliefs also tended to see more stigma present in the ad. Finally, the study reconfirms conclusions of previous research that people who have experience with mental health conditions possess fewer stigmatizing beliefs overall regarding mental illness. Research limitations/implications The sample population, while diverse in age and somewhat diverse in location, were highly educated, suggesting that they were not representative of the general population. Future studies may want to use more representative samples. A more nuanced approach to understanding experience is needed. While the sample in this study was purposively derived from communities with a higher rate of mental illness, a comprehensive experience scale to measure degrees of experience with mental illness would enhance understanding of this construct. Researchers may also want to look more deeply into the emotional responses of consumers who view these ads. To develop a greater understanding of the trajectory of DTCA, studies of online advertising for psychiatric drugs are needed. Practical implications The results of the study suggest that respondents with experience with mental illness may find ads that sell psychiatric medications unrealistic. This study presents the topic of realism in DTCA as an important construct for determining how consumers may perceive portrayals of disorders. Social implications The fact that people who have experience with mental illness found the Latuda ad to be generally unrealistic suggests that DTCA may be failing to represent mental illness in a way that demonstrates care for patients. Additionally, this research confirms that people who have had exposure to and experience with mental illness tend to hold less stigmatizing beliefs, (Link and Cullen, 1986; Corrigan et al., 2001; Angermeyer et al., 2004) a finding which supports the continuing project of increasing mental health literacy and awareness in the general population. Originality/value This study investigates the reactions of people who identify as having some experience with mental illness to see if they accept the portrayals of mental illness in DTCA or resist them by challenging their realism or identifying stigmatizing elements.
{"title":"Resisting stigma and evaluating realism in a direct-to-consumer advertisement for psychiatric drugs","authors":"Tara G. Walker","doi":"10.1108/ijphm-10-2019-0069","DOIUrl":"https://doi.org/10.1108/ijphm-10-2019-0069","url":null,"abstract":"\u0000Purpose\u0000This study aims to examine how experience with mental illness influences perceptions of stigma and realism in a specific direct-to-consumer advertisement (DTCA) for bipolar depression.\u0000\u0000\u0000Design/methodology/approach\u0000An online survey had participants watch a 90 s advertisement for a prescription bipolar depression drug and then answer 24 questions about stigma, mental illness experience and the realism of the portrayals in the advertisement.\u0000\u0000\u0000Findings\u0000Findings show that people who identify as having experience with mental illness tend to see the ad as more stigmatizing and less realistic. Additionally, people who expressed more stigmatizing beliefs also tended to see more stigma present in the ad. Finally, the study reconfirms conclusions of previous research that people who have experience with mental health conditions possess fewer stigmatizing beliefs overall regarding mental illness.\u0000\u0000\u0000Research limitations/implications\u0000The sample population, while diverse in age and somewhat diverse in location, were highly educated, suggesting that they were not representative of the general population. Future studies may want to use more representative samples. A more nuanced approach to understanding experience is needed. While the sample in this study was purposively derived from communities with a higher rate of mental illness, a comprehensive experience scale to measure degrees of experience with mental illness would enhance understanding of this construct. Researchers may also want to look more deeply into the emotional responses of consumers who view these ads. To develop a greater understanding of the trajectory of DTCA, studies of online advertising for psychiatric drugs are needed.\u0000\u0000\u0000Practical implications\u0000The results of the study suggest that respondents with experience with mental illness may find ads that sell psychiatric medications unrealistic. This study presents the topic of realism in DTCA as an important construct for determining how consumers may perceive portrayals of disorders.\u0000\u0000\u0000Social implications\u0000The fact that people who have experience with mental illness found the Latuda ad to be generally unrealistic suggests that DTCA may be failing to represent mental illness in a way that demonstrates care for patients. Additionally, this research confirms that people who have had exposure to and experience with mental illness tend to hold less stigmatizing beliefs, (Link and Cullen, 1986; Corrigan et al., 2001; Angermeyer et al., 2004) a finding which supports the continuing project of increasing mental health literacy and awareness in the general population.\u0000\u0000\u0000Originality/value\u0000This study investigates the reactions of people who identify as having some experience with mental illness to see if they accept the portrayals of mental illness in DTCA or resist them by challenging their realism or identifying stigmatizing elements.\u0000","PeriodicalId":51798,"journal":{"name":"International Journal of Pharmaceutical and Healthcare Marketing","volume":" ","pages":""},"PeriodicalIF":1.2,"publicationDate":"2021-08-11","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"49629773","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/ijphm-05-2020-0042
Ayse Bengi Ozcelik, K. Varnali, Sebnem Burnaz
Purpose Hospitals have become competitive organizations striving to serve the needs of empowered consumers seeking positive experiences. As a result, the patient experience turns into a critical driver of performance for hospitals. Accordingly, the question “what are the critical dimensions for creating a well-designed patient experience?” has been drawing increasing attention from the industry and academia alike. This paper aims to contribute to the understanding of patient experience by using multiple source data obtained from experts and patients. Design/methodology/approach This study uses a qualitative research approach to examine the perspectives of both health-care experts and patients about the experience. A semi-structured interview series is conducted with health-care professionals, academicians, researchers, physicians and patients. Findings The results suggest a novel framework for the patient experience including five critical dimensions as follows: provider, physician, patient, personnel and periphery. This framework, 5Ps of patient experience, provides a holistic picture, which integrates the perspectives of patients, health-care providers and experts including scholars and researchers. Practical implications The 5P framework can be used by health-care professionals to better understand the driving factors of patient experience and to create a strategy to improve patient satisfaction. Originality/value To the best of the authors’ knowledge, the present study is the first qualitative study, which provides a holistic approach to patient experience independent from the branch and considers the perspectives of both health-care experts and patients.
{"title":"A holistic framework for patient experience: 5P model","authors":"Ayse Bengi Ozcelik, K. Varnali, Sebnem Burnaz","doi":"10.1108/ijphm-05-2020-0042","DOIUrl":"https://doi.org/10.1108/ijphm-05-2020-0042","url":null,"abstract":"\u0000Purpose\u0000Hospitals have become competitive organizations striving to serve the needs of empowered consumers seeking positive experiences. As a result, the patient experience turns into a critical driver of performance for hospitals. Accordingly, the question “what are the critical dimensions for creating a well-designed patient experience?” has been drawing increasing attention from the industry and academia alike. This paper aims to contribute to the understanding of patient experience by using multiple source data obtained from experts and patients.\u0000\u0000\u0000Design/methodology/approach\u0000This study uses a qualitative research approach to examine the perspectives of both health-care experts and patients about the experience. A semi-structured interview series is conducted with health-care professionals, academicians, researchers, physicians and patients.\u0000\u0000\u0000Findings\u0000The results suggest a novel framework for the patient experience including five critical dimensions as follows: provider, physician, patient, personnel and periphery. This framework, 5Ps of patient experience, provides a holistic picture, which integrates the perspectives of patients, health-care providers and experts including scholars and researchers.\u0000\u0000\u0000Practical implications\u0000The 5P framework can be used by health-care professionals to better understand the driving factors of patient experience and to create a strategy to improve patient satisfaction.\u0000\u0000\u0000Originality/value\u0000To the best of the authors’ knowledge, the present study is the first qualitative study, which provides a holistic approach to patient experience independent from the branch and considers the perspectives of both health-care experts and patients.\u0000","PeriodicalId":51798,"journal":{"name":"International Journal of Pharmaceutical and Healthcare Marketing","volume":" ","pages":""},"PeriodicalIF":1.2,"publicationDate":"2021-08-06","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"43941178","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 : 2021-08-01DOI: 10.1108/ijphm-01-2020-0008
J. York, Kaley Lugo, Lukasz Jarosz, Michael Toscani
Purpose The purpose of this study is to understand how Amazon’s threat may impact the Pharmacy Industry as a whole and whether traditional drugstore chains such as consumer value stores (CVS) Pharmacy will need to re-think their business strategy, especially in the digital space, to account for potential disruption. Design/methodology/approach This is a hypothetical case study used as a teaching exercise to guide the learner through a decision-making process. The case starts by presenting a disruption in the retail pharmacy business that the main character must navigate by using real-world data and insights, provided in the case, to formulate a recommendation. Findings In an extremely competitive and consolidated pharmacy market, Amazon has the potential to change the business entirely. CVS Health will potentially face strong headwinds from Amazon’s PillPack and a downward trend in prescription sales. Regardless of the new competition, CVS Health continues to be innovative in the space. Instead of being a one-trick pony, CVS has encompassed the mentality of becoming a one-stop-shop by expanding into areas such as specialty pharmacy, health clinics, pharmacy benefits management and innovative digital capabilities. Originality/value This paper provides the reader with existing and known information about the evolving retail pharmacy business and allows the reader to interpret the new information to make their own decision on how a digital business strategy team can account for potential disruption.
{"title":"CVS health faces a new wave of disruption","authors":"J. York, Kaley Lugo, Lukasz Jarosz, Michael Toscani","doi":"10.1108/ijphm-01-2020-0008","DOIUrl":"https://doi.org/10.1108/ijphm-01-2020-0008","url":null,"abstract":"\u0000Purpose\u0000The purpose of this study is to understand how Amazon’s threat may impact the Pharmacy Industry as a whole and whether traditional drugstore chains such as consumer value stores (CVS) Pharmacy will need to re-think their business strategy, especially in the digital space, to account for potential disruption.\u0000\u0000\u0000Design/methodology/approach\u0000This is a hypothetical case study used as a teaching exercise to guide the learner through a decision-making process. The case starts by presenting a disruption in the retail pharmacy business that the main character must navigate by using real-world data and insights, provided in the case, to formulate a recommendation.\u0000\u0000\u0000Findings\u0000In an extremely competitive and consolidated pharmacy market, Amazon has the potential to change the business entirely. CVS Health will potentially face strong headwinds from Amazon’s PillPack and a downward trend in prescription sales. Regardless of the new competition, CVS Health continues to be innovative in the space. Instead of being a one-trick pony, CVS has encompassed the mentality of becoming a one-stop-shop by expanding into areas such as specialty pharmacy, health clinics, pharmacy benefits management and innovative digital capabilities.\u0000\u0000\u0000Originality/value\u0000This paper provides the reader with existing and known information about the evolving retail pharmacy business and allows the reader to interpret the new information to make their own decision on how a digital business strategy team can account for potential disruption.\u0000","PeriodicalId":51798,"journal":{"name":"International Journal of Pharmaceutical and Healthcare Marketing","volume":" ","pages":""},"PeriodicalIF":1.2,"publicationDate":"2021-08-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"46947934","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 : 2021-07-26DOI: 10.1108/ijphm-01-2020-0002
Claire Youngnyo Joa, Sung-Yeon Park
Purpose There is an increasing need for a better understanding of healthcare service marketing in social media. This paper aims to examine Under the framework of positioning theory, popular Instagram posts related to #plasticsurgery and their accounts were analyzed and the relationships between the posts’ attributes and the number of user comments and likes were examined. Design/methodology/approach A total of 272 posts associated with #plasticsurgery and their account profiles were analyzed. Findings Plastic surgery procedures were positioned on Instagram primarily by doctors and celebrity patients who were motivated by self-promotion. Doctors often omitted their medical credential information from their account profile and posts while featuring their vanity photos, emojis and consultation solicitations. They showed patients as the objects of surgery. On the other hand, patients positioned themselves as individuals with the agency by showing their faces rather than focusing on their body parts. Instagram users responded better to the doctors who positioned themselves more as business owners than medical professionals by soliciting consultations, offering discounts, displaying surgery photos and using emojis. In responding to patient posts, Instagram users liked under-dressed images more than fully clothed images and commented more on before-and-after photos than others. Social implications In Instagram, doctors positioned themselves as self-interested providers of plastic surgery services, whereas patients positioned themselves as active consumers. Medical professionals’ social media activities should be more closely monitored to protect patient safety and the trust between patients and doctors. Originality/value This study shed light on how doctors and patients position themselves on social media and how they are received by social media users in the context of #plasticsurgery on Instagram.
{"title":"Entrepreneurial doctors and consumerist patients: #plasticsurgery on Instagram","authors":"Claire Youngnyo Joa, Sung-Yeon Park","doi":"10.1108/ijphm-01-2020-0002","DOIUrl":"https://doi.org/10.1108/ijphm-01-2020-0002","url":null,"abstract":"\u0000Purpose\u0000There is an increasing need for a better understanding of healthcare service marketing in social media. This paper aims to examine Under the framework of positioning theory, popular Instagram posts related to #plasticsurgery and their accounts were analyzed and the relationships between the posts’ attributes and the number of user comments and likes were examined.\u0000\u0000\u0000Design/methodology/approach\u0000A total of 272 posts associated with #plasticsurgery and their account profiles were analyzed.\u0000\u0000\u0000Findings\u0000Plastic surgery procedures were positioned on Instagram primarily by doctors and celebrity patients who were motivated by self-promotion. Doctors often omitted their medical credential information from their account profile and posts while featuring their vanity photos, emojis and consultation solicitations. They showed patients as the objects of surgery. On the other hand, patients positioned themselves as individuals with the agency by showing their faces rather than focusing on their body parts. Instagram users responded better to the doctors who positioned themselves more as business owners than medical professionals by soliciting consultations, offering discounts, displaying surgery photos and using emojis. In responding to patient posts, Instagram users liked under-dressed images more than fully clothed images and commented more on before-and-after photos than others.\u0000\u0000\u0000Social implications\u0000In Instagram, doctors positioned themselves as self-interested providers of plastic surgery services, whereas patients positioned themselves as active consumers. Medical professionals’ social media activities should be more closely monitored to protect patient safety and the trust between patients and doctors.\u0000\u0000\u0000Originality/value\u0000This study shed light on how doctors and patients position themselves on social media and how they are received by social media users in the context of #plasticsurgery on Instagram.\u0000","PeriodicalId":51798,"journal":{"name":"International Journal of Pharmaceutical and Healthcare Marketing","volume":" ","pages":""},"PeriodicalIF":1.2,"publicationDate":"2021-07-26","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"47554465","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 : 2021-07-09DOI: 10.1108/IJPHM-07-2020-0061
Cynthia R. Morton, Sabrina Habib, Jon D. Morris
Purpose The purpose of this study is to investigate the relationship between women’s sexual health agency and their intent to initiate communications with their doctors. The research questions examined the effect sexual health agency has on patient-doctor communication, women’s emotional responses to health advertisements encouraging patient communication with their doctors, attitude toward the message and behavioral intentions after exposure to the advertising message. Design/methodology/approach An experimental design was implemented via an online questionnaire instrument to test the differences between younger-aged women (25 to 45 years) and mature-aged women (46 to 70 years). It was observed that 188 women who reported their status as single and sexually active in the past 12 months were exposed to a health advertisement that encouraged patient-doctor communication. Analyses were conducted to compare between-group measures on sexual health agency, emotional response and attitude toward the ad and behavioral intention. Findings No statistical difference existed between younger and older women. In general, women expect their doctor to lead conversations about sexual health but are positively reinforced by health messages that encourage their assertiveness as patients. Research limitations/implications The small sample size also may have limited the study’s potential to evaluate differences between age segments. Future research should explore this further. Practical implications The study provides evidence that sexual health advertising can reinforce women’s intent to initiate conversations with doctors regardless of age. Social implications Health communications can bolster women’s sexual health agency and improve patient-initiated conversations with doctors. Originality/value The study is the first to explore advertising messaging’s potential for applying health agency as a communication strategy for encouraging sexual health communications between women and their doctors.
{"title":"What women want: the effect of health agency advertising on patient-doctor communication","authors":"Cynthia R. Morton, Sabrina Habib, Jon D. Morris","doi":"10.1108/IJPHM-07-2020-0061","DOIUrl":"https://doi.org/10.1108/IJPHM-07-2020-0061","url":null,"abstract":"\u0000Purpose\u0000The purpose of this study is to investigate the relationship between women’s sexual health agency and their intent to initiate communications with their doctors. The research questions examined the effect sexual health agency has on patient-doctor communication, women’s emotional responses to health advertisements encouraging patient communication with their doctors, attitude toward the message and behavioral intentions after exposure to the advertising message.\u0000\u0000\u0000Design/methodology/approach\u0000An experimental design was implemented via an online questionnaire instrument to test the differences between younger-aged women (25 to 45 years) and mature-aged women (46 to 70 years). It was observed that 188 women who reported their status as single and sexually active in the past 12 months were exposed to a health advertisement that encouraged patient-doctor communication. Analyses were conducted to compare between-group measures on sexual health agency, emotional response and attitude toward the ad and behavioral intention.\u0000\u0000\u0000Findings\u0000No statistical difference existed between younger and older women. In general, women expect their doctor to lead conversations about sexual health but are positively reinforced by health messages that encourage their assertiveness as patients.\u0000\u0000\u0000Research limitations/implications\u0000The small sample size also may have limited the study’s potential to evaluate differences between age segments. Future research should explore this further.\u0000\u0000\u0000Practical implications\u0000The study provides evidence that sexual health advertising can reinforce women’s intent to initiate conversations with doctors regardless of age.\u0000\u0000\u0000Social implications\u0000Health communications can bolster women’s sexual health agency and improve patient-initiated conversations with doctors.\u0000\u0000\u0000Originality/value\u0000The study is the first to explore advertising messaging’s potential for applying health agency as a communication strategy for encouraging sexual health communications between women and their doctors.\u0000","PeriodicalId":51798,"journal":{"name":"International Journal of Pharmaceutical and Healthcare Marketing","volume":" ","pages":""},"PeriodicalIF":1.2,"publicationDate":"2021-07-09","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"42188048","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 : 2021-07-09DOI: 10.1108/IJPHM-02-2020-0011
T. Nguyen, Keisuke Nagase
Purpose Customer satisfaction is a tool for measuring providers’ service quality and may be evaluated based on measurement of perceived quality and customer expectations with respect to several aspects of service. The purpose of this study was to examine the relationships between various factors in the integrated model, including patient expectation (PE), total quality management (TQM), perceived service quality (PSQ), patient satisfaction (PS), patient complaint (PC) and patient loyalty (PL). Design/methodology/approach A self-administered questionnaire was distributed to inpatients who were treated in April 2018 at a tertiary-level hospital in Vietnam. The data set was analyzed using the Statistical Package of Social Sciences version 25.0 for descriptive statistics and AMOS 25.0 for structural equation modeling. Findings All hypotheses were supported by the results. TQM and PE positively influence PSQ; PE influences TQM; PE, PSQ and TQM influence PS; PC and PS influence PL; and PS influences PC. Practical implications These findings have implications for management, highlighting the importance of considering these factors in strategic planning aimed at improving customer satisfaction. Originality/value An integrated model was used to measure customer satisfaction and loyalty. The analyses indicate that TQM, PE and PSQ are the main factors that directly influence PS.
{"title":"Patient satisfaction and loyalty to the healthcare organization","authors":"T. Nguyen, Keisuke Nagase","doi":"10.1108/IJPHM-02-2020-0011","DOIUrl":"https://doi.org/10.1108/IJPHM-02-2020-0011","url":null,"abstract":"\u0000Purpose\u0000Customer satisfaction is a tool for measuring providers’ service quality and may be evaluated based on measurement of perceived quality and customer expectations with respect to several aspects of service. The purpose of this study was to examine the relationships between various factors in the integrated model, including patient expectation (PE), total quality management (TQM), perceived service quality (PSQ), patient satisfaction (PS), patient complaint (PC) and patient loyalty (PL).\u0000\u0000\u0000Design/methodology/approach\u0000A self-administered questionnaire was distributed to inpatients who were treated in April 2018 at a tertiary-level hospital in Vietnam. The data set was analyzed using the Statistical Package of Social Sciences version 25.0 for descriptive statistics and AMOS 25.0 for structural equation modeling.\u0000\u0000\u0000Findings\u0000All hypotheses were supported by the results. TQM and PE positively influence PSQ; PE influences TQM; PE, PSQ and TQM influence PS; PC and PS influence PL; and PS influences PC.\u0000\u0000\u0000Practical implications\u0000These findings have implications for management, highlighting the importance of considering these factors in strategic planning aimed at improving customer satisfaction.\u0000\u0000\u0000Originality/value\u0000An integrated model was used to measure customer satisfaction and loyalty. The analyses indicate that TQM, PE and PSQ are the main factors that directly influence PS.\u0000","PeriodicalId":51798,"journal":{"name":"International Journal of Pharmaceutical and Healthcare Marketing","volume":" ","pages":""},"PeriodicalIF":1.2,"publicationDate":"2021-07-09","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"43118145","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 : 2021-07-06DOI: 10.1108/IJPHM-05-2020-0045
Seyed Alireza Otobideh, S. Moeeni, Y. Mohammadzadeh, B. Rahimi, Hosein Shabaninejad, H. Yusefzadeh
Purpose Investigating the import of pharmaceutical products, as one of the essential goods of the country to improve health and medical conditions, is important in accelerating the economic growth and enhancing the welfare of the community. This paper aims to estimate the income and price elasticity of pharmaceutical import demand in Iran. Design/methodology/approach In this research, the function of Iran's pharmaceutical import demand was estimated and calculated using the co-integration method and error correction techniques with the seasonal data of 2005–2016 to identify factors related to import, as well as relevant price, and income elasticity. Findings The research results showed that the price elasticity of Iran's long-term pharmaceutical import demand was 0.04; that is, the rate of pharmaceutical import demanded by Iran was not sensitive to change in relative price. Additionally, the long-term income elasticity of Iran's pharmaceutical demand was 0.69, meaning that an increase in Iran's income did not have a highly positive impact on the volume of Iran's pharmaceutical import. Originality/value Estimating the function of the demand for pharmaceutical import may pave the way to adopt appropriate economic policies. Furthermore, estimating this function and calculating income and price elasticity is a step toward minimizing government expenditures and can be a great contribution in designing trade policies.
{"title":"Estimation of the income and price elasticity of pharmaceutical import demand in Iran","authors":"Seyed Alireza Otobideh, S. Moeeni, Y. Mohammadzadeh, B. Rahimi, Hosein Shabaninejad, H. Yusefzadeh","doi":"10.1108/IJPHM-05-2020-0045","DOIUrl":"https://doi.org/10.1108/IJPHM-05-2020-0045","url":null,"abstract":"\u0000Purpose\u0000Investigating the import of pharmaceutical products, as one of the essential goods of the country to improve health and medical conditions, is important in accelerating the economic growth and enhancing the welfare of the community. This paper aims to estimate the income and price elasticity of pharmaceutical import demand in Iran.\u0000\u0000\u0000Design/methodology/approach\u0000In this research, the function of Iran's pharmaceutical import demand was estimated and calculated using the co-integration method and error correction techniques with the seasonal data of 2005–2016 to identify factors related to import, as well as relevant price, and income elasticity.\u0000\u0000\u0000Findings\u0000The research results showed that the price elasticity of Iran's long-term pharmaceutical import demand was 0.04; that is, the rate of pharmaceutical import demanded by Iran was not sensitive to change in relative price. Additionally, the long-term income elasticity of Iran's pharmaceutical demand was 0.69, meaning that an increase in Iran's income did not have a highly positive impact on the volume of Iran's pharmaceutical import.\u0000\u0000\u0000Originality/value\u0000Estimating the function of the demand for pharmaceutical import may pave the way to adopt appropriate economic policies. Furthermore, estimating this function and calculating income and price elasticity is a step toward minimizing government expenditures and can be a great contribution in designing trade policies.\u0000","PeriodicalId":51798,"journal":{"name":"International Journal of Pharmaceutical and Healthcare Marketing","volume":" ","pages":""},"PeriodicalIF":1.2,"publicationDate":"2021-07-06","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"44425468","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/ijphm-08-2020-0070
S. Yeo, C. Tan, Y. Goh
Purpose This study aims to investigate the link of functional service quality (hospital’s reputation, administrative procedures, trustworthiness, patient-care provider relationship and waiting time), satisfaction and patient loyalty on the obstetrics services in private health-care in Malaysia. Design/methodology/approach A total of 419 mothers who had obtained obstetrics services had participated in this study in a continuous and coordinated manner. The study was conducted in 10 private hospitals in Malaysia throughout April 2018. Findings Results show that providing excellent service had increased the level of patient satisfaction and achieved patient loyalty. Patients tend to switch to other obstetricians if they are unhappy with the current services that are being offered. The findings showed that patient satisfaction was found to be mediating the relationship between hospital reputation and patient loyalty; trustworthiness and patient loyalty; patient care relationship and patient loyalty; and waiting time and patient loyalty. However, this study also found that administrative procedures do not influence patient satisfaction significantly. Practical implications The outcome of this study able to assist the management of the private hospitals to have more operational and practical strategies that would enhance their service quality for the betterment in their services for their patients in this competitive industry. Originality/value This paper provides patients’ perception of their loyalty towards obstetrics services offered by private hospitals in Malaysia.
{"title":"Obstetrics services in Malaysia: factors influencing patient loyalty","authors":"S. Yeo, C. Tan, Y. Goh","doi":"10.1108/ijphm-08-2020-0070","DOIUrl":"https://doi.org/10.1108/ijphm-08-2020-0070","url":null,"abstract":"\u0000Purpose\u0000This study aims to investigate the link of functional service quality (hospital’s reputation, administrative procedures, trustworthiness, patient-care provider relationship and waiting time), satisfaction and patient loyalty on the obstetrics services in private health-care in Malaysia.\u0000\u0000\u0000Design/methodology/approach\u0000A total of 419 mothers who had obtained obstetrics services had participated in this study in a continuous and coordinated manner. The study was conducted in 10 private hospitals in Malaysia throughout April 2018.\u0000\u0000\u0000Findings\u0000Results show that providing excellent service had increased the level of patient satisfaction and achieved patient loyalty. Patients tend to switch to other obstetricians if they are unhappy with the current services that are being offered. The findings showed that patient satisfaction was found to be mediating the relationship between hospital reputation and patient loyalty; trustworthiness and patient loyalty; patient care relationship and patient loyalty; and waiting time and patient loyalty. However, this study also found that administrative procedures do not influence patient satisfaction significantly.\u0000\u0000\u0000Practical implications\u0000The outcome of this study able to assist the management of the private hospitals to have more operational and practical strategies that would enhance their service quality for the betterment in their services for their patients in this competitive industry.\u0000\u0000\u0000Originality/value\u0000This paper provides patients’ perception of their loyalty towards obstetrics services offered by private hospitals in Malaysia.\u0000","PeriodicalId":51798,"journal":{"name":"International Journal of Pharmaceutical and Healthcare Marketing","volume":" ","pages":""},"PeriodicalIF":1.2,"publicationDate":"2021-07-03","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"44754869","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 : 2021-06-21DOI: 10.1108/ijphm-04-2021-0040
B. Smith
Purpose The purpose of this paper is to identify leadership behaviours that appear to be salient in life science firms and to explain them as Darwinian adaptations to the particular characteristics of that industry. Design/methodology/approach This work used a pragmatist, inductive, mode 2 research methodology. The method used semi-structured, laddered, qualitative interviews with 23 individuals from 22 firms in the pharmaceutical and medical technology sectors. Findings The work found four aspects of the industry’s external environment that, collectively, distinguish it from other sectors. Further, it found four leadership behaviours that appear to be strongly characteristic of the industry. Further analysis revealed critical antecedents of these behaviours in the form of micro-foundations. Finally, these behaviours and their antecedents appeared to be a Darwinian adaptation to selection pressures created by the external environment. Research limitations/implications The findings of this work are limited to the life sciences sector and do not support generalization beyond this sector. The work has three implications. Firstly, that leadership behaviours can be seen as at least partly sector-specific. Secondly, that the specificity of leadership behaviours appears related to identifiable characteristics of the industry environment. Thirdly, that the principles of generalized Darwinism provide a useful lens for understanding leadership behaviour in this sector. Practical implications This work implies that leadership training and development should recognize the specific industry context of the leader and not assume that leadership behaviour is a general, non-specific set of behaviours. Further, the work implies that appropriate leadership can be more readily enabled by paying attention to certain micro-foundations. Originality/value This work is original in two ways. Firstly, it addresses the leadership behaviours of the life sciences sector specifically. No previous work has done this. Secondly, it applies generalized Darwinism to the topic of leadership, which has not been attempted previously.
{"title":"Observations on the leadership of the pharmaceutical and medical technology industry from a generalized Darwinism perspective","authors":"B. Smith","doi":"10.1108/ijphm-04-2021-0040","DOIUrl":"https://doi.org/10.1108/ijphm-04-2021-0040","url":null,"abstract":"\u0000Purpose\u0000The purpose of this paper is to identify leadership behaviours that appear to be salient in life science firms and to explain them as Darwinian adaptations to the particular characteristics of that industry.\u0000\u0000\u0000Design/methodology/approach\u0000This work used a pragmatist, inductive, mode 2 research methodology. The method used semi-structured, laddered, qualitative interviews with 23 individuals from 22 firms in the pharmaceutical and medical technology sectors.\u0000\u0000\u0000Findings\u0000The work found four aspects of the industry’s external environment that, collectively, distinguish it from other sectors. Further, it found four leadership behaviours that appear to be strongly characteristic of the industry. Further analysis revealed critical antecedents of these behaviours in the form of micro-foundations. Finally, these behaviours and their antecedents appeared to be a Darwinian adaptation to selection pressures created by the external environment.\u0000\u0000\u0000Research limitations/implications\u0000The findings of this work are limited to the life sciences sector and do not support generalization beyond this sector. The work has three implications. Firstly, that leadership behaviours can be seen as at least partly sector-specific. Secondly, that the specificity of leadership behaviours appears related to identifiable characteristics of the industry environment. Thirdly, that the principles of generalized Darwinism provide a useful lens for understanding leadership behaviour in this sector.\u0000\u0000\u0000Practical implications\u0000This work implies that leadership training and development should recognize the specific industry context of the leader and not assume that leadership behaviour is a general, non-specific set of behaviours. Further, the work implies that appropriate leadership can be more readily enabled by paying attention to certain micro-foundations.\u0000\u0000\u0000Originality/value\u0000This work is original in two ways. Firstly, it addresses the leadership behaviours of the life sciences sector specifically. No previous work has done this. Secondly, it applies generalized Darwinism to the topic of leadership, which has not been attempted previously.\u0000","PeriodicalId":51798,"journal":{"name":"International Journal of Pharmaceutical and Healthcare Marketing","volume":" ","pages":""},"PeriodicalIF":1.2,"publicationDate":"2021-06-21","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"43419783","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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