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Article
Publication date: 20 September 2023

Jillian C. Sweeney, Pennie Frow, Adrian Payne and Janet R. McColl-Kennedy

The purpose of this study is to examine how servicescapes impact well-being and satisfaction of both hospital customers (patients) and health care professional service providers.

Abstract

Purpose

The purpose of this study is to examine how servicescapes impact well-being and satisfaction of both hospital customers (patients) and health care professional service providers.

Design/methodology/approach

The study investigates how a hospital servicescape impacts two critical outcomes – well-being and satisfaction – of both hospital patients (customers) and health care professionals, who are immersed in that environment.

Findings

The hospital servicescape had a greater impact on physical, psychological and existential well-being for professionals than for patients. However, the reverse was true for satisfaction. The new servicescape enhanced the satisfaction and physical and psychological well-being of professionals but only the satisfaction of customers.

Research limitations/implications

The study implications for health care policy suggest that investment in health care-built environments should balance the needs of health care professionals with those of customers to benefit their collective well-being and satisfaction.

Practical implications

Based on the findings, the authors propose that servicescape investments should focus on satisfying the physical needs of patients while also placing emphasis on the psychological needs of professionals.

Social implications

Health care spending on physical facilities should incorporate careful cost-benefit analysis, ensuring that beneficial features for both user groups are included in new hospital designs, omitting features that are less supportive of well-being.

Originality/value

To the best of the authors’ knowledge, this study is the first to compare the impact of the same real-life servicescape on the satisfaction of both customers and service providers (professionals) and considers the critical health outcome of well-being.

Details

Journal of Services Marketing, vol. 37 no. 9
Type: Research Article
ISSN: 0887-6045

Keywords

Article
Publication date: 2 May 2023

Mohitul Ameen Ahmed Mustafi, Ya-juan Dong and Md Sajjad Hosain

At present, for any product, smooth marketing has become a major challenge due to the novel market challenges as well as sudden and extended changes. Thus, the concerns for the…

Abstract

Purpose

At present, for any product, smooth marketing has become a major challenge due to the novel market challenges as well as sudden and extended changes. Thus, the concerns for the marketers are essential to consider the choice of buyers and also to satisfy them. The purpose of this empirical research is to focus on the role of three organizational attributes (OA): job satisfaction (JS), organizational commitment (OC) and extrinsic motivation (EM) on the marketing performance (MP) mediated by the Chief Marketing Officers' (CMOs') political skill (CPS) in the telecommunication industries of China, Singapore, Vietnam, Malaysia, Indonesia, India, Pakistan, Bangladesh, United Arab Emirates (UAE) and Sri Lanka.

Design/methodology/approach

In this paper, based on 132 survey responses collected from CMOs, the authors conducted descriptive statistics using Statistical Package for Social Science (SPSS-25) and tested the assumed hypotheses through covariance-based structural equation modeling (CB-SEM) using AMOS software (version 25).

Findings

The authors found that JS has an insignificant role on MP while OC and EM have significant positive roles over the dependent variable. CPS has also a significant positive influence over MP. Further, the authors identified that CPS can fully mediate the relationship between JS and MP while it can partially mediate the relationship between OC and MP. On the other hand, CPS cannot mediate the relationship between EM and MP at all.

Originality/value

According to authors’ knowledge, this is one of the very limited initial attempts that have investigated the role of three important OA on the MP testing the mediating effect of CPS. The authors expect that the study outcomes will have an enormous impact on marketing academia as a torch-bearing research as well as for CMOs for formulating an effective marketing policy.

Details

Journal of Contemporary Marketing Science, vol. 6 no. 1
Type: Research Article
ISSN: 2516-7480

Keywords

Open Access
Article
Publication date: 27 February 2024

Maryam R. Nezami, Mark L.C. de Bruijne, Marcel J.C.M. Hertogh and Hans L.M. Bakker

Societies depend on interconnected infrastructures that are becoming more complex over the years. Multi-disciplinary knowledge and skills are essential to develop modern…

Abstract

Purpose

Societies depend on interconnected infrastructures that are becoming more complex over the years. Multi-disciplinary knowledge and skills are essential to develop modern infrastructures, requiring close collaboration of various infrastructure owners. To effectively manage and improve inter-organizational collaboration (IOC) in infrastructure construction projects, collaboration status should be assessed continually. This study identifies the assessment criteria, forming the foundation of a tool for assessing the status of IOC in interconnected infrastructure projects.

Design/methodology/approach

A systematic literature study and in-depth semi-structured interviews with practitioners in interconnected infrastructure construction projects in the Netherlands are performed to identify the criteria for assessing the status of IOC in infrastructure construction projects, based on which an assessment tool is developed.

Findings

The identified assessment criteria through the literature and the practitioner’s perspectives results in the designing and development of a collaboration assessment tool. The assessment tool consists of 12 criteria and 36 sub-criteria from three different categories of collaborative capacity: individual, relational, and organizational.

Originality/value

The assessment tool enables practitioners to monitor the status of IOC between infrastructure owners and assists them in making informed decisions to enhance collaboration. The assessment tool provides the opportunity to assess and analyze the status of collaboration based on three categories (i.e., individual, relational, and organizational).

Details

Engineering, Construction and Architectural Management, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 0969-9988

Keywords

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