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Operations-oriented strategies and patient satisfaction: the mediating effect of service experience

Kwabena G. Boakye (Department of Enterprise Systems and Analytics, Parker College of Business, Georgia Southern University, Statesboro, Georgia, USA)
Hong Qin (Department of Information Systems, Robert C Vackar College of Business and Entrepreneurship, The University of Texas Rio Grande Valley, Edinburg, Texas, USA)
Charles Blankson (Department of Marketing, Logistics and Operations Management, G. Brint Ryan College of Business, University of North Texas, Denton, Texas, USA and Digital Transformation Research Center, College of Business Administration, Ajman University, Ajman, UAE)
Mark D. Hanna (Department of Logistics and Supply Chain Management, Parker College of Business, Georgia Southern University, Statesboro, Georgia, USA)
Victor R. Prybutok (Department of Information Technology and Decision Sciences, G. Brint Ryan College of Business, University of North Texas, Denton, Texas, USA)

International Journal of Quality and Service Sciences

ISSN: 1756-669X

Article publication date: 5 July 2021

Issue publication date: 14 September 2021

300

Abstract

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.

Keywords

Acknowledgements

The lead author wishes to acknowledge summer research funding from the Parker College of Business at Georgia Southern University in support of this project.

Citation

Boakye, K.G., Qin, H., Blankson, C., Hanna, M.D. and Prybutok, V.R. (2021), "Operations-oriented strategies and patient satisfaction: the mediating effect of service experience", International Journal of Quality and Service Sciences, Vol. 13 No. 3, pp. 395-416. https://doi.org/10.1108/IJQSS-11-2020-0186

Publisher

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Emerald Publishing Limited

Copyright © 2021, Emerald Publishing Limited

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