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Article
Publication date: 11 October 2019

Yam B. Limbu, Long Pham and Manveer Mann

This study aims to examine relationships between corporate social responsibility (CSR) toward two key stakeholder groups – patients and society and hospital brand advocacy, and…

Abstract

Purpose

This study aims to examine relationships between corporate social responsibility (CSR) toward two key stakeholder groups – patients and society and hospital brand advocacy, and the mediating role of trust and patient-hospital identification (PHI) and the moderating role of hospital type on these associations.

Design/methodology/approach

The sample of 455 hospital patients was surveyed in Vietnam.

Findings

The results suggest that both CSR toward society and patients are positively related to brand advocacy. The influence of CSR toward patients on brand advocacy was stronger for private hospitals than public hospitals. Trust and PHI independently and partially mediate relationships between both stakeholder groups of CSR and brand advocacy with the exception of the trust, which fully mediates the relationship between CSR toward society and brand advocacy. Trust and PHI serve as serial mediators.

Practical implications

Hospitals can promote patients’ organic word of mouth through CSR initiatives and focusing on the reliability, safety and quality of care.

Originality/value

This study examines the mediation effects of trust and PHI and moderating role of hospital type in the relationships between two components of CSR effort and hospital brand advocacy.

Details

International Journal of Pharmaceutical and Healthcare Marketing, vol. 14 no. 1
Type: Research Article
ISSN: 1750-6123

Keywords

Article
Publication date: 19 January 2023

Nilsah Cavdar Aksoy, Nihal Yazici and Ahmet Duzenci

This study aims to focus on the information sharing behavior of employees in the context of online brand advocacy based on the cognition–affection–behavior framework.

Abstract

Purpose

This study aims to focus on the information sharing behavior of employees in the context of online brand advocacy based on the cognition–affection–behavior framework.

Design/methodology/approach

Online surveys were distributed to 840 employees, and the gathered data was analyzed by using structural equation modeling.

Findings

The effects of perceived organizational justice, employee emotions, organizational trust on online brand advocacy and the moderating role of organizational identification were empirically supported in this study. Noteworthy exceptions to these findings included the lack of evidence of the effect of informational justice on emotions, the effect of procedural justice on negative emotion and the effect of negative emotion on online brand advocacy.

Originality/value

This study expands brand activism research by investigating online brand advocacy and the employee context. Moreover, this work also extends online brand advocacy research through the employee points of view.

Article
Publication date: 14 February 2022

Sheshadri Chatterjee, Ranjan Chaudhuri, Demetris Vrontis and Alkis Thrassou

The purpose of this study is to identify the critical success factors (CSFs) of corporate social responsibility (CSR) in the post-COVID-19 period and to identify the cause–effect…

Abstract

Purpose

The purpose of this study is to identify the critical success factors (CSFs) of corporate social responsibility (CSR) in the post-COVID-19 period and to identify the cause–effect relationships amongst those CSFs.

Design/methodology/approach

The success factors impacting CSR activities are identified based on inputs from 14 experts in the CSR domain. Thereafter, authors use a statistical approach to identify CSFs with inputs from useable respondents. Finally, the Decision-Making Trial and Evaluation Laboratory (DEMATEL) method was applied to understand the causal relationship between different CSFs.

Findings

Using the DEMATEL method, the authors developed an analytical model showing cause–effect aspects of the CSFs and identified seven factors which firms need to emphasize more to execute better CSR activities in the post-COVID-19 period.

Research limitations/implications

The authors asked 14 experts for their inputs, but more experts could have made identifying success factors more comprehensive. In this study, the DEMATEL method found seven CSFs that improve CSR activities in the post-COVID-19 period. Another identification process could have enriched the study. The findings of this study cannot be generalized since this study is based on the inputs of employees from India only.

Practical implications

This proposed analytical model is effective in determining the complex interactions among all impacting CSFs. Firms' CSR managers and policy makers can use the proposed model, especially in the post-COVID-19 period.

Originality/value

The proposed model provides a precise and most accurate analysis for CSFs impacting CSR activities in the post-COVID-19 period. It also provides a unique opportunity for the competent authorities at firms to understand the interaction of different impacting CSFs and takes necessary actions. No other exhaustive analytical model is available in this context.

Details

Management Decision, vol. 60 no. 10
Type: Research Article
ISSN: 0025-1747

Keywords

Article
Publication date: 26 August 2021

Nguyen Minh, Majid Khan and Jo Bensemann

Whilst research on corporate social responsibility (CSR) is reaching new territories, the extent to which such literature manifests itself in developing countries is yet to be…

Abstract

Purpose

Whilst research on corporate social responsibility (CSR) is reaching new territories, the extent to which such literature manifests itself in developing countries is yet to be fully understood. To that end, this study aims to investigate the understanding, evolution and practice of CSR in Vietnam.

Design/methodology/approach

A systematic review of the current literature in the recent past (2000–2020) has been embraced in this research. By analysing a total of 143 articles, the authors demonstrate that there has been visible growth in published articles related to CSR in Vietnam over the past 21 years.

Findings

The authors demonstrate that CSR research in Vietnam has significantly grown in the recent past. The results highlight the in-depth distribution of publications by year, journal, industry, nature and focus of CSR research in the country.

Originality/value

This study is not only the first to provide an enhanced overview of the current state of CSR knowledge in the country but also sets out directions within the CSR research agenda related to Vietnam and potentially other emerging and developing countries.

Details

Society and Business Review, vol. 17 no. 1
Type: Research Article
ISSN: 1746-5680

Keywords

Article
Publication date: 8 July 2021

Subhajit Chakraborty and E. Mitchell Church

The purpose of this paper is to show the value of open-ended narrative patient reviews on social media for elucidating aspects of hospital patient satisfaction.

Abstract

Purpose

The purpose of this paper is to show the value of open-ended narrative patient reviews on social media for elucidating aspects of hospital patient satisfaction.

Design/methodology/approach

Mixed methods analyses using qualitative (manual content analyses using grounded theory and algorithmic analyses using the Natural Language Toolkit) followed by quantitative analyses (negative binomial regression).

Findings

Health-care team communication, health-care team action orientation and patient hospital room environment are positively related to patient hospital satisfaction. Patients form their hospital satisfaction perceptions based on the three facets of their hospital stay experience.

Research limitations/implications

In the spirit of continuous quality improvement, periodically analyzing patient social media comments could help health-care teams understand the patient satisfaction inhibitors that they need to avoid to offer patient-centric care.

Practical implications

By periodically analyzing patient social media comments hospital leaders can quickly identify the gaps in their health service delivery and plug them, which could ultimately give the hospital a competitive advantage.

Originality/value

To the best of the authors’ knowledge, this is one of the first studies to apply mixed methods to patient hospital review comments given freely on social media to critically understand what drives patient hospital satisfaction ratings.

Article
Publication date: 1 December 2001

Waleed M. S. Al‐Shaqha and Mohamed Zairi

Institutional pharmaceutical services have widely evolved over the past 20‐30 years. Hospital pharmacy practice has changed from a profession concerned chiefly with the bulk…

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Abstract

Institutional pharmaceutical services have widely evolved over the past 20‐30 years. Hospital pharmacy practice has changed from a profession concerned chiefly with the bulk preparation and distribution of drug products to one centred on ensuring optimal drug therapy. Whereas hospital pharmacists were charged with maintaining large drug stock on nursing units, many of them now provide individualised patient therapies. The practice of hospital pharmacy has therefore become one encompassing all aspects of drug therapy, from the procurement of drugs and drug delivery devices, their preparation and distribution, to their most appropriate selection and use for each patient. Hospital pharmacy services have traditionally had little involvement at the key stages in patients’ hospital care. This leads to the conclusion that the model of clinical pharmacy practice adopted by many pharmacy department hospitals is no longer appropriate for the demands of today’s health‐care services. Reviews many new models proposed for clinical pharmacy practice including an integrated model for providing a pharmaceutical care management approach in the health‐care system. This model is a response to the failures of traditional drug therapy. It is primarily an idea about how health professionals and patient should integrate their work to obtain outcomes important to patients and clinicians.

Details

International Journal of Health Care Quality Assurance, vol. 14 no. 7
Type: Research Article
ISSN: 0952-6862

Keywords

Article
Publication date: 24 October 2008

Mayuri Duggirala, Chandrasekharan Rajendran and R.N. Anantharaman

The purpose of this paper is to highlight key dimensions of provider‐perceived total quality management (TQM) in the healthcare sector in India. Further, the impact of the…

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Abstract

Purpose

The purpose of this paper is to highlight key dimensions of provider‐perceived total quality management (TQM) in the healthcare sector in India. Further, the impact of the dimensions of provider perceived TQM on hospital performance is examined.

Design/methodology/approach

A questionnaire has been developed based on an extensive literature review of research in service quality and based on responses of the pilot survey among medical professionals. The instrument thus developed has been examined for its psychometric properties using tests of reliability and validity. Multiple regression analysis has been used to examine the impact of the dimensions of provider‐perceived TQM on hospital performance.

Findings

Findings highlight 14 distinct dimensions of provider‐perceived TQM and the relationships among them. Positive and significant relationships among the dimensions and hospital performance have been found.

Research limitations/implications

Contribution to research on healthcare quality by the development of a comprehensive instrument of provider‐perceived healthcare quality.

Practical implications

This instrument would enable hospitals to examine the quality of care being delivered by them to the patients. Hospital administrators and medical professionals could use this feedback to assess hospital performance, and benchmark their performance against that of other competitive hospitals.

Originality/value

Comprehensive instrument of provider‐perceived healthcare quality

Details

Benchmarking: An International Journal, vol. 15 no. 6
Type: Research Article
ISSN: 1463-5771

Keywords

Article
Publication date: 9 August 2022

Sheau Fen (Crystal) Yap, Megan Phillips, Euejung Hwang and Yingzi Xu

Healthcare service is a process that comprises a series of touchpoints underlying the key facets of service delivery, collectively shaping the users' (i.e. patients, hospital

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Abstract

Purpose

Healthcare service is a process that comprises a series of touchpoints underlying the key facets of service delivery, collectively shaping the users' (i.e. patients, hospital staff, and visitors) experiences. Departing from most sensory studies dedicated to understanding the retail environment and hedonic service, this study focuses on how sensory knowledge can contribute to understanding the sensory-based experiences of hospital users and their interactions with healthcare services at multiple touchpoints.

Design/methodology/approach

This study employs a multi-method approach comprising two studies involving semi-structured interviews and a qualitative online survey of past patients.

Findings

Drawing upon the user-centered theory, the authors (1) consulted healthcare experts on hospital service touchpoints and standards around medical protocol; (2) explored users' needs, experiences, expectations, and evaluations of healthcare services; and (3) identified the issues and challenges faced by healthcare service users at various service touchpoints. Based on these insights, the authors proposed sensory tactics across healthcare service touchpoints that promote the well-being of major hospital users.

Research limitations/implications

The proposed sensory tactics require follow-up empirical evidence. Future research could adopt robust methodological designs on healthcare environmental interventions and progress with a transdisciplinary approach to advance this research area.

Practical implications

The authors' experience-based framework forms the basis of a valuable toolkit for healthcare service management.

Originality/value

This study advances services literature by integrating sense-based marketing knowledge with healthcare service research to understand the dynamic and interactive relationship between hospital users and the environment.

Details

Journal of Service Theory and Practice, vol. 32 no. 5
Type: Research Article
ISSN: 2055-6225

Keywords

Article
Publication date: 30 January 2007

Marc H. Meyer, Eliot Jekowsky and Frederick G. Crane

The purpose of this paper is to provide the results of a case study that examined the application of platform design to improve the integration of patient care services across the…

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Abstract

Purpose

The purpose of this paper is to provide the results of a case study that examined the application of platform design to improve the integration of patient care services across the continuum of care. This paper is designed to spark discussion and encourage further research in this area.

Design/methodology/approach

The research in the paper involved a case study of a large health care provider in a major metropolitan area. The authors of this paper worked with directors of case management departments and other managerial personnel within the enterprise to study the case management interface services between different inpatient and outpatient facilities to examine existing processes, identify deficiencies, and to recommend improvements in case management.

Findings

The paper finds that the current case management system of the provider, as structured, was not fulfilling its potential for achieving medical quality, operational cost, or patient satisfaction. A number of areas where improvements could be made were identified, and an integrated case management approach based on modular platform design was recommended as a key approach to realize such improvements.

Research limitations/implications

The paper shows that this study involves only one major provider and therefore the direct application of an integrated case management approach based on platform design to other providers would have to be further researched. However, the proposed integrated, cross‐continuum model of case management appears to be a novel way to both improve care and achieve financial cost efficiencies.

Practical implications

The case study in this paper demonstrates how innovative thinking and the use of techniques typically associated with “Platform architectures” can have direct application in the health care sector.

Originality/value

The paper shows that as health care providers are continuously working to improve the quality of care within specific areas of clinical care, improvement in the interfaces between these specific areas may also improve the quality and cost of care. This case study applies modular services design to show how the planning and delivering patient services across the entire “Continuum of care”, which includes the transfer of patients, care coordination, and medical information management can achieve that desired result.

Details

Managing Service Quality: An International Journal, vol. 17 no. 1
Type: Research Article
ISSN: 0960-4529

Keywords

Book part
Publication date: 7 August 2019

Pierre-André Juven

Whereas many researchers have examined the way in which health institutions have been transformed through funding modalities, and particularly through prospective payment systems…

Abstract

Whereas many researchers have examined the way in which health institutions have been transformed through funding modalities, and particularly through prospective payment systems (PPS), few have investigated the architecture of these systems, that is, costs and cost variance. Focusing on the study of costs and on the production of hospital rates, this chapter shows that the French PPS, called “rate per activity” made possible what we call a policy of variance. For health policymakers, the aim was to make the different accounting figures between hospitals, and between ways of practising healthcare, visible, in order to reduce these variances. This policy was attended by uncertainty in the processes of quantification, which led to metrological controversies. As a consequence of the issues around the way of calculating costs, some accounts and calculations were redone. In this chapter, we consider the case of metrological controversy over the remuneration of costs for cystic fibrosis patients’ hospital stays, and over the action of a patient organization that criticized the costs calculated officially. It leads to the analysis of the way calculative infrastructures, as cost accounting and rates, are challenged, and how some actors try to stabilize them.

1 – 10 of 140