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Article
Publication date: 9 December 2019

Gender in service quality expectations in hospitals: The role of cognitive and affective components

Taghreed Abu-Salim, Nermeen Mustafa, Okey Peter Onyia and Alastair William Watson

Despite evidence largely confirming gender-based differences in service quality perceptions in healthcare, little research has considered patients’ expectations. This…

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Abstract

Purpose

Despite evidence largely confirming gender-based differences in service quality perceptions in healthcare, little research has considered patients’ expectations. This study aims to examine the gender-based differences in both the affective and cognitive components of customers’ service quality expectations.

Design/methodology/approach

Data were collected through random sampling from three outpatient hospitals in the UAE. Hypothesized relationships between the cognitive and affective components (moderated by gender) were tested by means of CFA and ANOVA.

Findings

The results indicate that the differences between male and female expectations of overall service quality as a singular construct were not statistically significant, except for the empathy dimension. However, when measured as affective and cognitive, the results confirm that significant differences do exist between male and female patients.

Research limitations/implications

The research was limited to the UAE. However, identifying gender differences in patients’ expectations would enable healthcare providers to engage and manage patients’ expectations.

Originality/value

This paper provides theoretical and practical implications on how the male and female are different in the cognitive and affective components of service quality expectations.

Details

International Journal of Quality and Service Sciences, vol. 11 no. 4
Type: Research Article
DOI: https://doi.org/10.1108/IJQSS-08-2018-0074
ISSN: 1756-669X

Keywords

  • Gender
  • Healthcare quality
  • Service quality
  • Expectations
  • Cognitive
  • Affective
  • Healthcare
  • Hospitals

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Article
Publication date: 1 April 1934

The Library World Volume 36 Issue 10

WE are happy to publish a very interesting and practical little article on a simplified system of borrowers' registration. Such a question may seem to have been settled…

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WE are happy to publish a very interesting and practical little article on a simplified system of borrowers' registration. Such a question may seem to have been settled long ago and not to deserve further discussion, but Miss Wileman makes it quite clear that there is still a little more to be said. Not all librarians will agree with her on one point, although recently it seems to be accepted by some librarians that the numbering of borrowers' tickets is unnecessary, and especially the decimal numbering of them. This matter has been discussed at various meetings of librarians who use these numbers, and they arc, we understand, unanimous in their desire to retain them. They are not intended for a single library such as is at present in operation at Hendon, from which our contributor writes. They are for a system of many branch libraries with a central registration department, and where there is telephone charge and discharge of books. The number is simply intended to give an accurate and rapid definition of an actual person. This we have said several times before, we think, and to dismiss a method which has been found successful with the statement that it is surely unnecessary rather implies that the writer has not fully understood the question. That, however, does not reduce the value of our article.

Details

New Library World, vol. 36 no. 10
Type: Research Article
DOI: https://doi.org/10.1108/eb009166
ISSN: 0307-4803

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Book part
Publication date: 3 September 2019

Bibliography

Jeffrey Berman

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Mad Muse: The Mental Illness Memoir in a Writer's Life and Work
Type: Book
DOI: https://doi.org/10.1108/978-1-78973-807-020191010
ISBN: 978-1-78973-810-0

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Book part
Publication date: 29 August 2018

Endnotes

Matt Bolton and Frederick Harry Pitts

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Corbynism: A Critical Approach
Type: Book
DOI: https://doi.org/10.1108/978-1-78754-369-020181011
ISBN: 978-1-78754-372-0

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Article
Publication date: 1 February 1988

The Classics Will Circulate—On Videocassette

Joseph W. Palmer

The classics will circulate wrote a public librarian several years ago. She found that new, attractive, prominently displayed editions of literary classics would indeed…

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The classics will circulate wrote a public librarian several years ago. She found that new, attractive, prominently displayed editions of literary classics would indeed find a substantial audience among public library patrons.

Details

Collection Building, vol. 9 no. 1
Type: Research Article
DOI: https://doi.org/10.1108/eb023235
ISSN: 0160-4953

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Book part
Publication date: 1 January 2008

How Much to Use? An Action-Goal Approach to Understanding Factors Influencing Consumption Quantity

Valerie S. Folkes and Shashi Matta

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Review of Marketing Research
Type: Book
DOI: https://doi.org/10.1108/S1548-6435(2008)0000004006
ISBN: 978-0-85724-726-1

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Article
Publication date: 1 March 1935

The Library World Volume 37 Issue 8

OUR readers need no apology from us for the attention given to Library Training in these pages. The amount of dissatisfaction with the present state of affairs, if it may…

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OUR readers need no apology from us for the attention given to Library Training in these pages. The amount of dissatisfaction with the present state of affairs, if it may be judged from the gossip and letters that reach us, is of some proportions. It is not to be supposed that complaints are necessarily justified. They may be made in the natural chagrin of disappointment by candidates who have failed. Alternatively, there may be reasons which have a disinterested origin. The record of passes and failures shows that in December there was a dêbacle in candidates in the subject of cataloguing, which at least merits thought. In earlier issues it has been suggested by our writers that examinations twice yearly encourage experiments in sitting. There has also been the suggestion that librarians place too much stress on qualifications for their juniors and urge them to struggle with subjects for which they cannot be ready. To pass in cataloguing a student must be able to catalogue anything from a novel to an academic thesis in Anglo‐Norman French on Phlogiston, supposing that to be possible!

Details

New Library World, vol. 37 no. 8
Type: Research Article
DOI: https://doi.org/10.1108/eb009175
ISSN: 0307-4803

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Article
Publication date: 1 December 2002

Asset management: equities demystified

Shanta Acharya

In this series of extracts from the concluding chapter of Acharya’s book, Asset Management: Equities Demystified, the author argues that the major factor in future…

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In this series of extracts from the concluding chapter of Acharya’s book, Asset Management: Equities Demystified, the author argues that the major factor in future developments will be legislation and regulation. But she suggests that ultimately knowledge management will be the crucial competitive advantage. “As knowledge is power”, she says, “knowledge is more powerful today than ever before”.

Details

Balance Sheet, vol. 10 no. 4
Type: Research Article
DOI: https://doi.org/10.1108/09657960210450772
ISSN: 0965-7967

Keywords

  • Assets management
  • Investment
  • Insurance
  • Risk management
  • Knowledge management
  • Regulations

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Article
Publication date: 1 January 1991

Automation in the Department of Printed Books at the National Library of Wales: Part 2, cataloguing, retrospective conversion, enquiry and circulation

David Jeremiah

This is the second in a series of three articles describing the automation system, based on McDonnell Douglas' URICA package used in the Department of Printed Books at the…

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This is the second in a series of three articles describing the automation system, based on McDonnell Douglas' URICA package used in the Department of Printed Books at the National Library of Wales. A description of the Cataloguing Module is given, including developments to respond to changing working practices and problems inherent in the original system design. The Retrospective Record Conversion procedures are described and the likely impact of CD‐ROM technology is recognised. Finally the Enquiry/Public Access and Circulation modules are described giving short‐comings of the existing system and suggested ways to improve the facilities in the future.

Details

Program, vol. 25 no. 1
Type: Research Article
DOI: https://doi.org/10.1108/eb047074
ISSN: 0033-0337

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Book part
Publication date: 7 October 2019

By Terrorists' Own Telling: Using Autobiography for Narrative Criminological Research

As more and more people decide to commit their lives to print, autobiographies constitute a significant resource to explore stories of harm, violence and crime. Published…

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As more and more people decide to commit their lives to print, autobiographies constitute a significant resource to explore stories of harm, violence and crime. Published autobiography, however, presents a unique form of storytelling, unavoidably entailing the accumulation and (re)telling of a mass of stories; about oneself, others, contexts and cultures. Relatedly, paratexts – or the elements that surround the central text, such as covers, introductions and prologues – demonstrate how these texts are both individually and collectively shaped. Taking the co-constructed nature of all narratives, including self-narratives, as its starting point, this chapter seeks to demonstrate how terrorists who have authored autobiographies understand the world and their actions within it. In doing so, this chapter provides a practical demonstration of how insight derived from literary criticism can profitably be brought to bear in systematically breaking down and analysing an autobiography – that of a notable American jihadist, Omar Hammami – including its paratextual elements. In particular, I argue that considerations of genre, the inclusion of different types of events and stories collected from others all provide valuable strategies for the ‘doing’ of narrative criminology using autobiographies.

Details

The Emerald Handbook of Narrative Criminology
Type: Book
DOI: https://doi.org/10.1108/978-1-78769-005-920191014
ISBN: 978-1-78769-006-6

Keywords

  • Autobiography
  • terrorism
  • militancy
  • self-narratives
  • literary criticism
  • co-construction

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