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1 – 10 of over 5000
Article
Publication date: 3 July 2017

Ashish Thomas

The purpose of this paper is to focus on the evolving field of hybrid services within the customer service domain. The distinguishing characteristic of hybrid services is…

1405

Abstract

Purpose

The purpose of this paper is to focus on the evolving field of hybrid services within the customer service domain. The distinguishing characteristic of hybrid services is its rapid advancements and intersection of technology innovations mixed with customer service approaches.

Design/methodology/approach

Extensive research and analysis has identified numerous models to measure service quality and most of these models are derived from the SERVQUAL. Since SERVQUAL is not clearly focused to analyze the customer’s experience, the authors have used mixed methods of data collection. The two sources of data are both primary and secondary data. Primary source of research is semi-structured feedback with key operations manager and front line employees involved in the business process outsourcing industry. Secondary source of data is based on case studies of organizations engaged in information technology and ecommerce.

Findings

In this study, the author suggests multivariate hybrid pathways to streamline and deliver exceptional customer experience, which enhances the customer retention and firm’s competitive advantage. This study emphasizes on the imminent growth of hybrid services within the customer service domain. The distinguishing characteristic of hybrid services is its rapid advancements and intersection of technology innovations mixed with customer service approaches. The customers’ interactions with a firm are gaining proportional complexity due to the intercourse of human and technology interactions.

Originality/value

This study integrates the diverging but distinct pathways that influence customer experience. The study is centralized on the theme that there is a progressive dependence of human interactions with technological developments. It highlights the advent of new digital technologies that are the catalyst for personalized customer experiences.

Details

Business Process Management Journal, vol. 23 no. 4
Type: Research Article
ISSN: 1463-7154

Keywords

Article
Publication date: 2 January 2020

Samson Onyeluka Chukwuedo and Theresa Chinyere Ogbuanya

The purpose of this paper is to investigate the cause–effect relationship between vocational support and the levels of acquisition of practical skills via learning…

Abstract

Purpose

The purpose of this paper is to investigate the cause–effect relationship between vocational support and the levels of acquisition of practical skills via learning self-efficacy during a training intervention in computer maintenance technology among vocational electronic technology students.

Design/methodology/approach

Quasi-experimental research was employed. The participants were 84 undergraduates of vocational electronic technology education in Nigeria. The study applied the modified stages of the Dreyfus model of skills acquisition as the training model. The study proposed a four-simple mediation models based on the first four stages of the modified Dreyfus model of skills acquisition (namely, novice, advanced beginner, competent and proficient stages) via practical skills learning self-efficacy.

Findings

The result showed significant effects of perceived vocational support in practical skills training on the levels of acquisition of practical skills in computer maintenance technology. Learning self-efficacy mediated the relationship between perceived vocational support and three levels of practical skills acquisition (advanced beginner, competent and proficient).

Research limitations/implications

All possible mediation pathways were not covered in this study. However, the study x-rayed the tendency of pathways in training intervention in vocational education and allied fields of study.

Practical implications

This study has empirically provided evidence to support the Dreyfus model of skills acquisition, as a plausible practical skills training model. Hence, the study can serve as a model for other researchers for replication in other fields of study.

Originality/value

To the authors’ knowledge, this is the first study that revealed potential pathways in work-related practical skills training interventions. The study has also validated the Dreyfus model as a potential skill acquisition model for practical skills training.

Details

Education + Training, vol. 62 no. 2
Type: Research Article
ISSN: 0040-0912

Keywords

Article
Publication date: 31 July 2009

Thomas Crocker, Owen Johnson and Stephen King

The purpose of this paper is to examine the suitability of current care pathway modelling techniques for supporting business improvement and the development of information…

610

Abstract

Purpose

The purpose of this paper is to examine the suitability of current care pathway modelling techniques for supporting business improvement and the development of information systems. This is in the light of current UK government policies advocating the use of care pathways as part of the £12.4 billion programme for Information Technology and as a key strategy to reducing waiting times.

Design/methodology/approach

A qualitative analysis of the variety in purpose, syntax and semantics in a selection of existing care pathways is conducted.

Findings

Care pathways are typically modelled in an ad hoc manner with little reference to formal syntax or semantics.

Research limitations/implications

The research reviews a small selection of existing pathways. The feature set used for evaluation could be further refined. Future research should examine the suitability of applying existing process modelling techniques to care pathways and explore the motivations for modelling care pathways in an ad hoc manner.

Practical implications

The development of care pathways can aid process improvement and the integration of information systems. However, while syntax and semantics are not standardised the impact of care pathways in the work of Department of Health agencies, in particular Connecting for Health, is likely to be limited.

Originality/value

The results provide insight into the limitations of the state of the art in care pathway models. This highlights a significant omission in the Department of Health's approach and identifies an important direction for further development that will aid Connecting for Health, healthcare organisations and healthcare professionals to deliver more effective services.

Details

Transforming Government: People, Process and Policy, vol. 3 no. 3
Type: Research Article
ISSN: 1750-6166

Keywords

Article
Publication date: 4 September 2017

Joel R. Malin and Donald Hackmann

The purpose of this paper is to ascertain how two urban principals, in high schools that feature comprehensive college-and-career readiness practices, utilize distributed…

1066

Abstract

Purpose

The purpose of this paper is to ascertain how two urban principals, in high schools that feature comprehensive college-and-career readiness practices, utilize distributed leadership to facilitate their implementation.

Design/methodology/approach

This study employed qualitative methods. Drawing upon semi-structured interview data, observational data gathered as part of site visits, and internal and electronic documents, case descriptions were developed of each school, focusing on principals’ activities in support of career pathways.

Findings

The principals contributed significantly to their schools’ college-and-career readiness reforms and programming. Although their approaches were distinct, six common themes were identified: facilitating processes to form a shared vision, developing relational trust, a focus on learning, successful partnerships, conducive structures, and developing leadership skills and capacity. The principals described utilizing distributed leadership approaches – including practices, structures, and tools – to support these reforms.

Originality/value

This study represents the initial phase of a multi-year research project investigating the implementation of college-and-career pathways in urban communities. Prior research has overlooked the important role of principals in leading and facilitating these reforms, and this study contributes to the literature because it focuses on principals’ contributions in supporting college-and-career readiness. Additionally, in both cases, substantive, regular leadership contributions were made by business representatives external to the organization.

Details

Journal of Educational Administration, vol. 55 no. 6
Type: Research Article
ISSN: 0957-8234

Keywords

Article
Publication date: 19 July 2013

Ellen N. Sayed

This paper aims to describe the process of identifying, applying and assessing the balanced scorecard model on a five‐year, strategic plan in an academic, medical library…

1484

Abstract

Purpose

This paper aims to describe the process of identifying, applying and assessing the balanced scorecard model on a five‐year, strategic plan in an academic, medical library two years into the five‐year period. The existing strategic plan consisted of eight inter‐connected pathways with multiple goals and objectives, generating a high volume of data, which made it difficult to track the implementation of the plan.

Design/methodology/approach

A research query seeking an alternative to the current strategic plan framework was developed and researched. This process identified the balanced scorecard as a possible successful alternative to the eight inter‐connected pathways in place. After the application of the balanced scorecard, a second query, with assessment criteria, was developed to determine if the balanced scorecard did, in fact, provide a better framework than the original plan.

Findings

The balanced scorecard restructured the eight pathways into four perspectives to create an aligned, cause‐and‐effect strategy. The original plan had too many themes to manage and lacked a cohesive strategy. Performance measures proved more meaningful and manageable in measuring the success of the strategic plan than the high volume of project management data. It was concluded that the balanced scorecard met the assessment criteria as a better framework for the strategic plan.

Practical implications

Aligning goals and objectives to form strategy simplified the implementation of the strategic plan. Performance measures focus on the performance of the organization, creating a process of continuous improvement.

Originality/value

While the balanced scorecard has been applied in academic libraries, this project successfully applied the model on a strategic plan two years after its implementation.

Details

Performance Measurement and Metrics, vol. 14 no. 2
Type: Research Article
ISSN: 1467-8047

Keywords

Article
Publication date: 8 May 2007

Elizabeth Smith and Fiona M. Ross

Understanding patients' experiences of their interactions with health services is an important step in building quality from within. The purpose of this article is to look…

3996

Abstract

Purpose

Understanding patients' experiences of their interactions with health services is an important step in building quality from within. The purpose of this article is to look at the possibilities for involving service users in the development of the National Health Service in England through the structure of integrated care pathways (ICPs).

Design/methodology/approach

A systematic literature review was undertaken to identify how patient experiences have been attained and used in three clinical areas: cataract care, hip replacement and knee arthroscopy. The information was weighted according to methodological criteria and synthesized according to the typical stages of each pathway. Key issues were summarised thematically across each pathway.

Findings

The findings relate to the use of patient views and experiences within organisational structures, service development, methodological research, education and training. The article identifies important issues of practical significance for involving service users in the planning and development of patient focused ICPs: such as the diversity of patients, perspectives of continuity, information and patient support and the need for methodological research.

Research limitations/implications

The review is limited in that the literature across all three pathways tends to report findings of small studies undertaken in one clinical service or setting and most studies are not randomised or controlled.

Originality/value

The literature identified by the review contains important messages for both NHS policy and future research to involve service users in the planned expansion and plurality of NHS care.

Details

International Journal of Health Care Quality Assurance, vol. 20 no. 3
Type: Research Article
ISSN: 0952-6862

Keywords

Article
Publication date: 1 July 2014

Nikunj Agarwal and M.P. Sebastian

The purpose of this paper is to evaluate the utility of clinical processes in healthcare institutions of different sizes. The implications of adoption rate of computerized…

Abstract

Purpose

The purpose of this paper is to evaluate the utility of clinical processes in healthcare institutions of different sizes. The implications of adoption rate of computerized physicians order entry (CPOE) and electronic medical/health records (EMRs/EHRs) in different sized healthcare institutions in the USA were studied in terms of understanding its impact on enhancement of quality of patient care.

Design/methodology/approach

This study has used secondary data to obtain insights on the processes and technologies used in hospitals of different sizes in the USA and enlighten those in the developing countries to adopt a strategy that would be most appropriate for them. The Dorenfest Institute for H.I.T. Research and Education Analytics database (The Dorenfest Institute, 2011) provided the data for 5,038 US hospitals. Logistic regression was performed to study the impact of the different types of processes and technologies on institutions of different sizes, classified based on the number of beds, physicians, and nurses.

Findings

The findings show that small sized hospitals had a positive relationship with drug dosing interactions process and nursing and clinician content process. On the contrary, medium sized hospitals had a negative relationship with the usage of CPOE for entering medical records, i.e. <25 percent (p<0.05). In order to be effective, these institutions should increase the usage of EMRs by more than 25 percent to get positive outcomes. Large hospitals showed a positive relationship with the usage of >75 percent of CPOE to enter medical records and usage of medical records >75 percent.

Practical implications

The authors demonstrate the need for an evaluation of utility of acute care hospitals based on hospital size in terms of number of physicians, and nurses, which have not been dealt earlier by the past studies. Moreover, there is also a need for an evaluation of utility of acute care hospitals for implementation of CPOEs and EMRs that are integrated with clinical decision support systems.

Originality/value

Although the data are US-centric, the insights provided by the results are very much relevant to the Indian scenario to support the improvement of the quality of care. The findings may help those implementing processes in healthcare institutions in India. No study has addressed the measurement of the positive and negative outcomes arising due to the implementation of different percentages of CPOEs and EMRs in different sized institutions. Further the number of physicians and nurses have not been considered earlier. Therefore, the authors have classified the hospitals based on physicians and nurses and studied their impact on the adoption of CPOEs, clinical decision support systems, and EMRs.

Details

Clinical Governance: An International Journal, vol. 19 no. 3
Type: Research Article
ISSN: 1477-7274

Keywords

Article
Publication date: 3 April 2018

Davide Di Fatta, Francesco Caputo and Gandolfo Dominici

Analyzing the entrepreneurial ecosystem related to the ARCA consortium, the purpose of this paper is to study the relationships among the start-up firms inside an incubator.

Abstract

Purpose

Analyzing the entrepreneurial ecosystem related to the ARCA consortium, the purpose of this paper is to study the relationships among the start-up firms inside an incubator.

Design/methodology/approach

Thanks to the adoption of the relationships concentric model and the density concentric model, the paper highlights the role of relational conditions for innovative projects in partnership among the incubated firms. Reflections herein are tested via a qualitative research approach based on a single case study: the ARCA consortium.

Findings

This research found that about 32 percent of relationships inside the incubator support the emergence of short-term relationships among the incubated firms. Furthermore, about 18 percent of the relationships support the emergence of strong collaborative strategies for the implementation of long-term relationships resulting in innovative pathways: innovative projects in partnership.

Originality/value

The most interconnected firms inside the incubator are those that play a central role also in the innovation pathway developing the higher number of innovative project in partnership. This finding emphasizes a correlation between collaborative relationships and innovation inside an incubator ecosystem.

Details

European Journal of Innovation Management, vol. 21 no. 4
Type: Research Article
ISSN: 1460-1060

Keywords

Abstract

Purpose

Integrated care models have shown to deliver efficient healthcare, but implementation has proven to be difficult. The Support Consultation is an integrated care model, which enables full integration by bundled payment, insurer involvement, predefined care pathways and strengthening of primary care. The purpose of this paper is to provide an indication of the improvements in healthcare delivery after implementation of this proposed model and to create a base for extension to similar interfaces between primary and secondary care.

Design/methodology/approach

A retrospective study was used to compare the effect on the number of referred patients with non-acute cardiac complaints and the cost effectiveness before and after implementation of the Support Consultation. Patients who previously would have been referred to the cardiologist were now discussed between general practitioner and cardiologist in a primary care setting.

Findings

The first consecutive 100 patients (age 55±16 years, male 48 percent), discussed in the Support Consultation, were analyzed. Implementation of the Support Consultation resulted in a net costs (program costs and referral costs) reduction of 61 percent compared with usual care. All involved parties were positive about the program.

Research limitations/implications

The Support Consultation has the ability to provide more effective healthcare delivery and to reduce net costs. The setting of the current study can be used as example for other specialties in countries with a similar healthcare system.

Originality/value

This study provides the potential cost savings after implementation of an integrated care model, based on real-life data.

Details

Journal of Integrated Care, vol. 27 no. 4
Type: Research Article
ISSN: 1476-9018

Keywords

Article
Publication date: 11 June 2018

Kane J. Smith, Gurpreet Dhillon and Karin Hedström

In this paper, using values of individuals in a Swedish health-care organization, electronic identity management objectives related to security are defined.

Abstract

Purpose

In this paper, using values of individuals in a Swedish health-care organization, electronic identity management objectives related to security are defined.

Design/methodology/approach

By using value-focused thinking, eliciting values from interviews of three groups of health-care staff’s objective hierarchies for three stakeholder groups are identified and defined. Objective hierarchies allow comparison across multiple stakeholder groups such that strategic objectives for identity management can be compared and contrasted.

Findings

This qualitative investigation, which used value-focused thinking, revealed 94 subobjectives, grouped into 12 fundamental and 14 means objectives, which are essential for developing measures that address potential value conflicts in a health-care organization around electronic identity management. The objectives developed in this study are grounded socioorganizationally and provide a way forward in developing measures aimed to reducing potential conflicts at a policy level.

Originality/value

In a final synthesis, congruence (or lack thereof) in the electronic identity management approach for a Swedish health organization is suggested. This also creates a foundation to evaluate and weight different objectives for strategic decision management.

Details

Information & Computer Security, vol. 26 no. 2
Type: Research Article
ISSN: 2056-4961

Keywords

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