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The purpose of this paper is to examine the effect of service quality (interaction, physical environment, and outcome quality) on trust, to investigate the trust transfer in the healthcare industry, to explore the moderating effects of image congruence and switching costs on the trust transfer, and to assess the effect of trust on patients’ willingness of recommendation.

The research model was tested using data collected from 483 inpatients in 15 medium-to-large hospitals in Taiwan. Structure equation modeling with the latent interaction effect was employed to verify and validate the research model.

The outcomes show that interaction quality and outcome quality positively influence patients’ trust in the original hospital. But the effect of environment quality on trust is not significant. Patients’ trust in the original hospital positively affects their trust in its allied hospitals. Furthermore, image congruence positively moderates the trust transfer. However, switching costs do not appear to moderate the trust transfer. The results also confirm that trust in the original hospital and its allied hospitals positively affect patients’ willingness to recommend allied hospitals.

Due to the chosen research approach, the 15 hospitals cannot represent all hospitals in Taiwan and the research outcomes may lack generalizability.

The research results provide insight into how a hospital can improve and manage patients’ trust and the trust transfer.

This study represents one of the few that empirically investigates trust and trust transfer in the healthcare industry and examines the moderating effects of image congruence and switching costs on the trust transfer.

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.

The sample of 455 hospital patients was surveyed in Vietnam.

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.

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

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.

The purpose of this research is to examine the impact of perceived service quality (PSQ) on the behavioural intention (BI) of patients in Indian government hospitals. The underlying mechanism of trust and patient satisfaction (SAT) is examined as multiple mediating effect.

Data from 510 respondents were collected using structured questionnaires. Six government hospitals, namely, S.M.S. Hospital, J.L.N. Hospital, New Medical College Hospital, Maharana Bhupal Medical Hospital, Mathuradas Hospital and P.B.N. Hospital, were selected from the cities of Jaipur, Ajmer, Kota, Udaipur, Jodhpur and Bikaner, respectively. The data were collected from adult patients (>18 years old) who spent at least two nights in a government hospital between 1 October, 2020 and 30 December, 2020. PSQ formed as a reflective-formative model was analysed using the repeated indicator approach. Structural equation modelling (SEM) using SMART-PLS software was used to test the hypothesised model(s) derived deductively from literature.

The findings support the following conclusions: (1) the positive relationship between PSQ and BI is significant; (2) SAT mediates the PSQ and BI relationship; (3) trust mediates the PSQ and BI relationship; (4) the mediation effect of SAT is stronger than that of trust.

The results indicate that, in order to enhance the positive BI of patients towards government hospitals, it is necessary for the hospitals to work on strategies to enhance the service quality provided to patients. The outcome of this study will enable state government hospitals to get a better understanding of the different dimensions of service quality and will help in observing the factors that contribute to patients' satisfaction and trust in building long-term relationships by encouraging a positive BI.

There is a dearth of research in India that evaluates the relationships between the constructs PSQ, trust, BI and SAT in the context of healthcare service. This empirical study is an attempt to fill this gap by focussing on the government hospitals in India.

This research aims to look through the data of Nhan Dan Gia Dinh Hospital, a state‐owned hospital in Vietnam, for evidence on whether a clinical governance initiative cultivates ethical leadership, market‐ or innovation‐oriented culture, knowledge sharing, and knowledge‐ or identity‐based trust.

Data were collected through a case study approach with hospital document collection, field observations, and in‐depth interviews conducted between April 2009 and April 2011.

The findings demonstrated that a clinical governance initiative, when effectively implemented, can function as a lever for behavioural transformations in the hospital towards ethical leadership, market‐ or innovation‐oriented culture, knowledge sharing, and knowledge‐ or identity‐based trust.

The current research provides a portrayal of an effective clinical governance initiative with its proactive hospital outcomes such as ethical leadership, market‐ or innovation‐oriented culture, knowledge sharing, and knowledge‐ or identity‐based trust on the hospital journey of sustainable health creation. This paper also highlights the necessity for research that examines other organizational outcomes of clinical governance in Vietnamese hospitals of other ownerships.

This study aims to examine hospital image, perceived medical quality, relationship marketing and word-of-mouth as the determinants of patients’ intent to revisit private hospitals in Penang, based on the theory of planned behaviour.

A quantitative study comprising a self-administered questionnaire was distributed to domestic and international patients at the airport, private hospitals and hotels located in Penang. The partial least squares structural equation modelling (PLS-SEM) approach was used to analyse and test the research hypotheses.

The results show that cognitive components (i.e. hospital image and perceived medical quality) do not have any significant influence on patients’ intent to revisit, while affective components (i.e. relationship marketing) and behavioural components (i.e. word-of-mouth) are important in increasing patients’ intent to revisit private hospitals in Penang, Malaysia. Trust has no significant mediating effect between predictor variables and patients’ intent to revisit, but it has significant association with affective and behavioural components.

The findings provide insights to medical marketing teams in promoting and increasing patients’ intent to revisit their respective hospitals and for the governments to sustain and enhance medical tourism in their countries.

This study is one of the few studies that looks at the relationship between hospital image, perceived medical quality, relationship marketing, word-of-mouth and patients’ intent to revisit private hospitals in Penang, Malaysia. This study also explored the direct and indirect effects of trust on patients’ intent to revisit that was still limited.

The measurement of the performance of built assets with the UK National Health Service portfolio is based on simple benchmarking techniques such as £/m2. The purpose of this paper is to examine an alternative approach, which could produce a more informed and balanced approach to performance measurement

The existing benchmarking and clustering techniques used within the NHS are examined. These reveal inadequacies in truly representing asset performance. Data envelopment analysis techniques are applied here to map the estate costs against the outputs of the estate (i.e. number of inpatient days). Operational and maintenance cost data was collated from 15 NHS acute teaching trusts outside of London, these were mapped against two outputs (in‐patient days and occupied beds per available beds) in order to determine how effectively each NHS Trust translates input resources into inpatient days and occupancy of available beds.

The results from the models generate efficiency improvement scores. The scores disclose that the standard deviation of average efficiency in the cluster was 22.38, thus revealing a significant variance in performance. The efficiency values range between 100 and 33.6 per cent. The results provide useful information on the technical efficiency of building assets and allow NHS Trusts to identify where efficiency improvements are necessary within a continuous efficiency analysis framework.

Further work is required on the analysis of other types of hospital buildings within the UK to test the validity of the sample used. Other outputs may also be relevant and should be explored.

This paper was presented to NHS Estates as part of a commissioned report which is now being considered as part of a process to re‐engineer performance measurement within the estate.

The paper adds value in demonstrating the benefits of an established methodology within a new setting, which is the performance of built assets

Much has been made of economizing. Yet, social scientists have paid little attention to the moment of economic failure, the moments that precede it, and the calculative infrastructures and related processes through which both failing and failure are made operable. This chapter examines the shift from the economizing of the market economy, which took place across much of the nineteenth century, to the economizing and marketizing of the social sphere, which is still ongoing. The authors consider a specific case of the economizing of failure, namely the repeated attempts over more than a decade to create a failure regime for National Health Service (NHS) hospitals. These attempts commenced with the Health and Social Care Act 2003, which drew explicitly on the Insolvency Act 1986. This promised a “failure regime” for NHS Foundation Trusts modeled on the corporate sector. Shortly after the financial crash, and in the middle of one of the biggest scandals to face NHS hospitals, these proposals were abandoned in favor of a regime based initially on the notion of “de-authorization.” The notion of de-authorization was then itself abandoned, in favor of the notion of “unsustainable provider,” most recently also called the Trust Special Administrators regime. The authors suggest that these repeated attempts to devise a failure regime for NHS hospitals have lessons that go beyond the domain of health care, and that they highlight important issues concerning the role that “exit” models and associated calculative infrastructures may play in the economizing and regulating of public services and the social sphere more broadly.

This study aims to analyze the influence of the dimensions of Sharia hospital service standards, religiosity commitment and trust of Muslim patients on attitudes and satisfaction, as well as the implications of loyalty.

This study was carried out by analyzing data obtained from a survey with purposive sampling techniques with 425 patients in an Indonesian-certified Sharia hospital and analyzing it using partial least squares structural equation modeling software to test the path modeling and the relationship between the instruments.

This study shows that hospital amenities, doctor’s services, nurses’ services, health-care technicalities and hospital environmental and administrative behavior affect patient satisfaction. In addition, religiosity and trust in encouraging patient attitudes determine patient satisfaction. High satisfaction points will increase loyalty to Sharia hospitals.

This study encourages managers to maximize the quality of humanist Islamic medical services and the infrastructure of comfortable facilities. In addition, hospitals need to improve their holistic atmosphere, technical services and administrative behavior so that they can become essential value for hospital marketing – the development of competence and ethical behavior of health workers through various training programs internally and externally.

This study presents the determination of Sharia hospital service standards accompanied by a commitment to religiosity and trust as a psychological perspective of Muslim patients on attitudes and satisfaction and its implications on the brand loyalty of Indonesian Sharia hospitals that have been officially certified.

The purpose of this paper is, for English acute NHS hospitals, to investigate how they operate their governance systems in the area of secondary care contracting and identify the key determinants of relationship building within the contacting/commissioning of secondary care focusing upon non‐price competitive behaviour.

A survey instrument was designed and mailed to a sample of all acute NHS hospitals in England of whom 35 per cent responded. This survey was then analysed using logit techniques.

The analysis suggests that: those NHS Trusts offering volume discounts, non‐price competitive incentives or having a strong belief in performance being by “payment by results” criteria are significantly more likely to offer augmented services to secondary care purchasers over and above contractual minima; those NHS Trusts strongly believing in the importance of non‐price factors (such as contract augmentation or quality) in the contracting process are more likely to offer customisation of generic services; and those NHS Trusts using cost‐sharing agreements to realign contracts when negotiating contracts or who strongly believe in the importance of service augmentation in strengthening relationships, or that increased hospital efficiency is the most important aspect of recent NHS reform are more likely to utilise default measures to help realign contracts.

This paper fills a gap in the area of non‐price competition in English NHS acute secondary care contracting.

The purpose of this paper is to justify the central role played by post‐purchase perceived value and relationship quality in the explanation of loyalty behaviour/intentions.

The paper starts from a conceptual framework based on agency theory. From this theoretical base the concepts of post‐purchase perceived value and relationship quality are derived. The causal model is tested on a sample of hospital users.

The results show that perceived functional value exercises a significant influence over consumer satisfaction and trust. The main antecedents of loyalty are trust and satisfaction.

The analysis has focussed on two hospitals, so the sample, though sufficient, is restricted to two specific cases.

The recommendation is that firms should introduce into their strategies the concept of perceived value, overcoming a vision excessively focussed on quality.

The paper has adapted a previous model to identify the antecedents of loyalty. The antecedents that have been identified up to now are highly speculative.