Evidence-Based Design and Transformative Service Research application for achieving sustainable healthcare services: A developing country perspective

Hamed, Sara; El‐Bassiouny, Noha; Ternès, Anabel

doi:10.1016/j.jclepro.2016.09.161

Cited by 21 publications

(21 citation statements)

References 23 publications

Supporting

Mentioning

Contrasting

Order By: Relevance

“…Maibach et al (2006) suggested that the public health sectors should be involved and advocated for the advancement and proliferation of this discipline and perspective of a long-term relationship. This is also based on the concept of services marketing (Hamed et al, 2017). This is because patient evaluation of the service provision can be linked to the services marketing mix where three extra Ps (people, processes and physical evidence) are added to the common four Ps (product, place, price and promotion), thereby becoming seven Ps (Magrath, 1986;Zeithaml et al, 2006;Afridi, 2009;Hamed et al, 2017).…”

Section: Introductionmentioning

confidence: 99%

Factors influencing a long-term relationship between healthcare providers and patients – perspectives of patients at a public regional hospital, Ghana

Adomah-Afari

Mantey

Awuah-Werekoh

2019

IJPHM

View full text Add to dashboard Cite

Purpose The purpose of this paper is to determine the factors that influence patients’ long-term relationship with healthcare providers in healthcare delivery at hospitals. Design/methodology/approach Data were gathered using 170 patients in a cross-sectional survey with quantitative research methods at a public regional hospital. Results were obtained using descriptive analysis and regression analysis. Findings Generally, the study found that the health-related factors (the reception of staff, providers’ attitude, waiting time, competence and expertise and the hospital environment) that influence patients’ long-term relationship with the healthcare providers/hospital were statistically significant (p < 0.001). The findings showed that overall 90.0 per cent of the patients were very satisfied with the overall healthcare services at the hospital. Research limitations/implications Limited sample size, lack of examination of healthcare providers’ perspectives and non-application of qualitative methods make it difficult to give a true picture of how these can enhance patients’ intent to keep a long-term relationship with the healthcare providers/hospital. Practical implications The paper suggests that health policymakers and practitioners need to enhance measures that will make patients satisfied leading to their long-term commitment and cordial relationship with the healthcare providers/hospital. Social implications The study demonstrated how health-related factors will be associated with the patients’ agreement/intent to keep a long-term relationship with their service providers at hospitals. Thus, the overall hypothesis was true that there is a relationship between patients’ satisfaction with the healthcare experienced and their long-term relationship with healthcare providers/hospital. Originality/value This is one of the few studies conducted on the topic in the context of Ghana’s health sector. It recommends that there should be a good interpersonal relationship between healthcare providers and patients, as patients’ satisfaction is not based on only receiving treatment at the health facility.

show abstract

Section: Introductionmentioning

confidence: 99%

Factors influencing a long-term relationship between healthcare providers and patients – perspectives of patients at a public regional hospital, Ghana

Adomah-Afari

Mantey

Awuah-Werekoh

2019

IJPHM

View full text Add to dashboard Cite

show abstract

“…The reader appreciates the diversity within the discipline and the dynamic developments, trajectories, and approaches underlying marketing thought. Scholars delve into the interdisciplinary overlaps between marketing and psychology; marketing and sustainability (Hamed, El-Bassiouny, & Ternès, 2015;Varey, 2011); marketing and public policy (Wilkie & Moore, 2003); and marketing and religion (e.g., Kuzma, Kuzma, & Kuzma, 2009;Lindridge, 2005;Mittelstaedt & Mittelstaedt, 2005;Wilkes, Burnett, & Howell, 1986). These intersections and diversity in the schools of marketing thought have resulted in emerging fields that aim to advance the discipline, while contributing and relating to the reality of our times.…”

Section: Introductionmentioning

confidence: 99%

Where is “Islamic marketing” heading?

El‐Bassiouny

2016

Journal of Business Research

Self Cite

View full text Add to dashboard Cite

“…While the existing literature relates these aspects to customer satisfaction and focuses on services such as shopping, restaurants, finance, travel, music, and theaters, the present authors consider how these aspects impact CPSW in healthcare, synthesizing multiple streams of literature to underline the firm’s active role in enabling the generation of value (Grönroos, 2011 ). The study thus contributes to the literature that advocates for creating and maintaining a sustainable service environment (Hamed et al, 2017 ; Ulrich et al, 2008 ), a positive service experience (Berry, 2019 ), and positive emotions relating to social, ethical, cultural, religious, and community issues (Bonelli et al, 2012 ).…”

Section: Discussionmentioning

confidence: 66%

“…Evidence-based design in healthcare is a holistic view of healthcare service design that ensures safety and security, promotes the recovery and healing process, creates a friendly environment for staff, physicians, patients, and families, and substantially affects service wellbeing. This holistic service design creates the potential for better medical outputs (including patients’ healing, satisfaction, and revisit intentions) (Hamed et al, 2017 ). From the service provider perspective, scholars have examined the impact of EBD on doctors, nurses, and medical staff.…”

Section: Literature Review and Development Of Propositionsmentioning

confidence: 99%

“…In contrast, similar to other variables such as physical environment quality, tangibles are limited in assessing servicescape designed to lead to the goals of TSR. Besides, EBD has the potential to improve TSR outputs including improved perceptions of the hospital servicescape, patient wellbeing, and sustainability (Hamed et al, 2017 ) Service guarantees and complaint handling procedures The degree to which a firm sets clear service quality standards for itself on dimensions that customers care about, and has a formal policy for quickly giving meaningful compensation to customers when these standards are not met (Hays & Hill, 2006 , p. 753) The insights of patient-centered care (PCC) suggest incorporating service guarantees and complaint handling procedures into healthcare service design and service practices (Islam & Muhamad, 2021 ). The conceptualization of this construct combines several other measures such as service recovery, compensation/refund, and customer dissatisfaction analysis.…”

Section: Appendixmentioning

confidence: 99%

See 1 more Smart Citation

Customer-perceived service wellbeing in a transformative framework: Research propositions in the area of health services

Islam

Muhamad

Sumardi

2021

Int Rev Public Nonprofit Mark

View full text Add to dashboard Cite

Customer-perceived service wellbeing (CPSW) refers to a positive response resulting from the experiential, relational, processual, and interactive character of a service or service situation that contributes to individual customer wellbeing and broader societal wellbeing. This paper aims to offer a conceptual model of the relationships between the wellbeing-focused dimensions of a firm’s activities and CPSW. Building on scholarly insights from the marketing logic and transformative service research (TSR) literature, the paper develops a series of research propositions to articulate the relationships in the conceptual framework. On the basis of the literature review, five wellbeing-focused dimensions of a firm’s activities have been identified as antecedents to CPSW and five customer factors have been identified as potential moderators of the relationship between the wellbeing-focused dimensions and CPSW. This paper reveals arguments in the existing literature to promote a deeper understanding of the impact of the firm’s wellbeing-focused activities on CPSW in light of moderating effects of customers’ psychological and behavioral characteristics. The managerial implication resulting from the framework and the propositions presented here is that managers and service providers need to identify and understand both the wellbeing-focused dimensions of their business and the psychological and behavioral characteristics of their customers; in healthcare services, specifically, both are necessary in order to improve CPSW. This paper highlights a new perspective to better understand the mechanisms of transformative service design that firms should pursue to influence CPSW. This paper offers a theoretical framework depicting how CPSW is generated through the effective unification of the roles of businesses and customers in the context of healthcare services and provides researchers with a new outlook for the development of a multidisciplinary societal wellbeing model.

show abstract

Evidence-Based Design and Transformative Service Research application for achieving sustainable healthcare services: A developing country perspective

Cited by 21 publications

References 23 publications

Factors influencing a long-term relationship between healthcare providers and patients – perspectives of patients at a public regional hospital, Ghana

Factors influencing a long-term relationship between healthcare providers and patients – perspectives of patients at a public regional hospital, Ghana

Where is “Islamic marketing” heading?

Customer-perceived service wellbeing in a transformative framework: Research propositions in the area of health services

Contact Info

Product

Resources

About