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11 – 20 of over 2000Gustavo Quiroga Souki, Juliana Meire Silva de Ávila, Luiz Rodrigo Cunha Moura and Bernardo Quiroga Souki
Monitoring the perception of quality by parents and the satisfaction with their children’s treatment is crucial in developing high-level health-care services. The purpose of this…
Abstract
Purpose
Monitoring the perception of quality by parents and the satisfaction with their children’s treatment is crucial in developing high-level health-care services. The purpose of this paper is to identify the perceived quality factors by parents of paediatric orthodontic patients according to the levels of satisfaction.
Design/methodology/approach
A survey with 316 parents of paediatric orthodontic patients of 45 offices in a big Brazilian city was conducted. The questionnaires included statements on the parents’ satisfaction and perception of quality concerning their children’s treatment. The data were analysed using multivariate statistics (exploratory factor analysis, cluster analysis and discriminant analysis).
Findings
Parents were classified into three clusters according to their level of satisfaction. This survey identified 11 quality factors perceived by parents of patients regarding their children’s orthodontic treatment. Among them, five factors discriminated the clusters: orthodontist’s technical skills, administrative organisation, location (accessibility and convenience), treatment duration and dental supplies.
Practical implications
This research identified the perceived quality factors that most impacted parents of orthodontic patients’ satisfaction, contributing to dentists in developing strategies and actions to improve the quality of services in dental offices.
Originality/value
This paper included 11 perceived quality factors in the hypothetical model, identified through literature review and a qualitative phase. Moreover, multivariate statistical analyses confirmed the validity and reliability of the questionnaires, classified respondents in clusters and identified the perceived quality factors that most discriminated them. Therefore, the current investigation presented a more comprehensive and robust analysis than the previous studies on this topic.
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This case study aims to explore how leadership and management applies to a hypothetical scenario, focussing on a dental practice. As a teaching exercise, it may enable dentists…
Abstract
Purpose
This case study aims to explore how leadership and management applies to a hypothetical scenario, focussing on a dental practice. As a teaching exercise, it may enable dentists and allied workers to reflect on the leadership and management styles used within their workplaces, and on their own abilities.
Design/methodology/approach
The hypothetical scenario considers a dental practice, its organisational structure, and leadership and management practices. The contemporary leadership and management theories of transformational leadership and contingency management are next discussed. These are then compared with the practices used in the dental practice. The case study concludes with recommendations.
Findings
The hypothetical scenario reveals that bureaucratic and transactional leadership and management culture exists within the dental practice, which may be attributable to many factors. The case study suggests that no single manner of leadership and management is completely correct or greater than another. There may be a need for bureaucratic, transactional, transformational, contingency and other approaches, and only if they shall be used in the best interests of the workforce and workplace.
Originality/value
Many dental practice workers may be oblivious to their own leadership and management techniques, and thus, the resultant impact on teammates. Negative approaches may contribute towards poor morale and a high turnover of staff. To become more skilful at applying certain approaches to given situations, dentists and allied workers may well need to pursue continuing professional development training in leadership and management.
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David O. Danesh and Thomas P. Huber
The purpose of the paper is to describe the current state of leadership and leader–member exchange (LMX) theory in dentistry and develop a novel conceptual model of LMX to guide…
Abstract
Purpose
The purpose of the paper is to describe the current state of leadership and leader–member exchange (LMX) theory in dentistry and develop a novel conceptual model of LMX to guide future research and highlight the importance of enhancing leadership training for new dentists.
Design/methodology/approach
A literature review exploring leadership in dentistry and LMX in dentistry was completed. The findings were analyzed with framework analysis to develop a novel conceptual model of LMX specific to dentistry.
Findings
LMX theory was applied to leadership in dentistry, including a focus on new dentists, senior dentists, other dental team members and the patient. A new conceptual model of the New Dentist LMX Quartet, which is unique and specific to new dentist teams, was developed.
Research limitations/implications
The study identifies the need for research in LMX in dentistry, contributes a new conceptual model for LMX theory and identifies future research.
Practical implications
Practitioners, policymakers and educators can utilize this information to explore concepts in leadership and improve training and dental practice.
Originality/value
No other studies specifically exploring LMX in dentistry for new dentists exist. The current literature review and conceptual paper begins the conversation on developing understanding of leadership in dentistry through further research.
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Sara M. Martins, Fernando A.F. Ferreira, João J. M. Ferreira and Carla S.E. Marques
The prosthodontics sector is facing major challenges because of scientific and technological advances that imply a clearer definition of lines of action and decision making…
Abstract
Purpose
The prosthodontics sector is facing major challenges because of scientific and technological advances that imply a clearer definition of lines of action and decision making processes. Measuring quality of service in this sector is a complex decision problem since the perceptions of three main players need to be considered: patients, dentists and dental technicians. This study sought to develop an artificial-intelligence-based (AI-based) method for assessing service quality in the dental prosthesis sector.
Design/methodology/approach
Using strategic options development and analysis (SODA), which is grounded on cognitive mapping, and the measuring attractiveness by a categorical based evaluation technique (MACBETH), a constructivist decision support system was designed to facilitate the assessment of service quality in the dental prosthesis sector. The system was tested, and the results were validated both by the members of an expert panel and by the vice-president of the Portuguese association of dental prosthesis technicians.
Findings
The methodological process developed in this study is extremely versatile and its practical application facilitated the development of an empirically robust evaluation model in this study context. Specifically, the profile analyses carried out in actual clinics allowed the cases in which improvements are needed to be identified.
Originality/value
Although already applied in the fields of AI and decision making, no prior work reporting the use of SODA and MACBETH for assessing service quality in the prosthodontics sector has been found.
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Dwayne D. Gremler and Stephen W. Brown
The influence of loyal customers can reach far beyond their proximate impact on the company. This impact is analogous to the ripple caused by a pebble tossed into a still pond. In…
Abstract
The influence of loyal customers can reach far beyond their proximate impact on the company. This impact is analogous to the ripple caused by a pebble tossed into a still pond. In this article we introduce the loyalty ripple effect construct and define it as the influence, both direct and indirect, customers have on a firm through (1) generating interest in the firm by encouraging new customer patronage or (2) other actions or behaviours that create value for the organization. That is, in addition to their revenue stream, we suggest loyal customers may engage in several behaviours, including word‐of‐mouth communication, that add value to or reduce costs for the firm. In our discussion, we provide some examples to illustrate our point and conduct an exploratory study related to arguably the most salient ripple generator, word‐of‐mouth communication. The paper concludes with managerial implications and provides some suggestions for future research.
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Anita Medhekar, Ho Yin Wong and John Edward Hall
The purpose of this paper is to explore the demand-side factors that influence the inbound medical tourists’ (MTs) decision to travel abroad for medical treatment/surgery.
Abstract
Purpose
The purpose of this paper is to explore the demand-side factors that influence the inbound medical tourists’ (MTs) decision to travel abroad for medical treatment/surgery.
Design/methodology/approach
The researchers conducted thematic analysis of in-depth interviews in India with 24 foreign MTs’ to generate the themes, identify factors and propose a model with hypothesis for future quantitative survey.
Findings
The findings conclude that patients ranked in ascending order less waiting time for surgery, healthcare quality and accreditation, staff/surgeons expertise, healthcare information, hospital facilities and services, patient safety, travel risk, surgical costs and holiday opportunity as important factors that influence the decision to travel abroad for medical treatment/surgery.
Research limitations/implications
Foreign patients from six private hospitals were willing to be interviewed with the permission of the hospital. Due to confidentiality and privacy policy, many hospitals declined interviews with foreign patients.
Practical implications
The findings are generalised in case of foreign patients as MTs and all private hospitals treating foreign patients in India and other global healthcare destinations. Policy implications suggest that private hospitals in developing countries need to provide first-class quality of healthcare as foreign patients look for internationally accredited quality, no waiting time, patient safety, qualified and experienced surgeons, healthcare workers education and experience hospital facilities and post-surgery care with positive healthcare outcomes.
Originality/value
There is little empirical research on the views of inbound MTs, about factors influencing their decision to travel abroad for surgery to India.
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Acids have the potential to dissolve or erode teeth. Dental erosion and dental decay are two very different processes. This review aims to explain what is erosion and how it is…
Abstract
Acids have the potential to dissolve or erode teeth. Dental erosion and dental decay are two very different processes. This review aims to explain what is erosion and how it is caused. Potentially erosive dietary acids in drinks and foods tested under laboratory conditions have resulted in eroded teeth, but epidemiological data on the degree of risk have been more difficult to determine. This paper outlines the chemical factors influencing erosive potential and reviews the current literature.
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Dwayne D. Gremler, Kevin P. Gwinner and Stephen W. Brown
In this study, we hypothesize and empirically test the proposition that interpersonal bonds, or relationships between employees and customers, can significantly influence positive…
Abstract
In this study, we hypothesize and empirically test the proposition that interpersonal bonds, or relationships between employees and customers, can significantly influence positive word‐of‐mouth (WOM) communication. Such influence may be especially true for many services, particularly in situations where a relationship has developed between the customer and individual service providers. In this study we look at four dimensions of interpersonal bonds: trust, care, rapport, and familiarity. We contend that as a customer’s trust increases in a specific employee (or employees), positive WOM communication about the organization is more likely to increase and such trust is a consequence of three other interpersonal relationship dimensions: a personal connection between employees and customers, care displayed by employees, and employee familiarity with customers. These propositions are investigated using data collected from bank customers and dental patients, and we find empirical support for all but one of our hypotheses. A key finding is that the presence of interpersonal relationships between employees and customers is significantly correlated with customer WOM behavior. We conclude with a discussion of how interpersonal relationships between customers and employees might be fostered in order to increase the likelihood of customer WOM behavior.
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Neil Lunt and Percivil Carrera
A key driver in the medical tourism phenomenon is the platform provided by the internet for gaining access to healthcare information and advertising. Given the pivotal role of…
Abstract
Purpose
A key driver in the medical tourism phenomenon is the platform provided by the internet for gaining access to healthcare information and advertising. Given the pivotal role of web‐based resources, there are important questions about their role and function including: the availability and types of information provided; information provenance and reliability; and privacy protection. This paper aims to address these questions.
Design/methodology/approach
The paper provides the first systematic review of medical tourism sites, interrogating them for the range and quality of advice on seeking care.
Findings
A typology of sites (industry, media, professional, and consumer sites) was identified and quantitative and qualitative assessment tools were used to explore the content of information and materials.
Originality/value
In light of this review, the paper comments on the nature of medical tourism information available and the extent to which information asymmetry – rife in the market for healthcare – is alleviated allowing for the better functioning of the market for medical tourism.
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The major purpose of this introduction to the special issue of Tourism Review on health and medical tourism is to outline some of main issues that exist in the academic literature…
Abstract
Purpose
The major purpose of this introduction to the special issue of Tourism Review on health and medical tourism is to outline some of main issues that exist in the academic literature in this rapidly developing field.
Design/methodology/approach
The paper reviews relevant health and medical tourism and cognate literature.
Findings
The paper identifies some of the interrelationships between different areas of health and medical tourism, including wellness and wellbeing tourism, dental tourism, stem‐cell tourism, transplant tourism, abortion tourism, and xeno‐tourism. Key to defining these areas are the relationships to concepts of wellness and illness and the extent to which regulation encourages individuals to engage in cross‐border purchase of health services and products. Key themes that emerge in the literature include regulation, ethics, the potential individual and public health risks associated with medical tourism, and the relative lack of information on the extent of medical tourism.
Social implications
The development of international medical tourism is demonstrated to have potentially significant implications for global public health.
Originality/value
The paper covers an extensive range of academic literature on international medical tourism which indicates the different approaches and emphases of research in different disciplines as well as the ideological and philosophical differences that exist with respect to health medical tourism. The paper also notes that some of the individual and public health risks of medical tourism are not usually incorporated into assessments of its potential economic benefits.
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