Impact of operational innovations on customer loyalty in the healthcare sector

Hong, Kwan Soo; Lee, DonHee

doi:10.1007/s11628-017-0355-4

Cited by 34 publications

(32 citation statements)

References 52 publications

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“…Hence, to overcome the potential bias in results due to model misspecification (Jarvis, MacKenzie, & Podsakoff, 2003), our study operationalised the SERVQUAL Model as a formative-reflective construct (details are given in measures section). The existing body of knowledge on loyalty has shown that perceived service quality is an important building block for improving business performance, especially in the long run, to reduce churn and eventually gain loyalty (Alnsour, Abu Tayeh, & Alzyadat, 2014;Hong & Lee, 2018;Izogo & Ogba, 2015;Johnson & Sirikit, 2002;Premkumar & Rajan, 2017;Santouridis & Trivellas, 2010;Srinuan, Tsani Annafari, & Bohlin, 2011). Hence, the following hypothesis is proposed: H1: Perceived service quality has a positive effect on customer loyalty.…”

Section: Perceived Service Quality and Customer Loyaltymentioning

confidence: 99%

Moderating effect of government regulations on the determinants of customer loyalty for cellular service providers in Pakistan

Maat¹,

Han²,

Tariq³

et al. 2020

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Section: Perceived Service Quality and Customer Loyaltymentioning

confidence: 99%

Moderating effect of government regulations on the determinants of customer loyalty for cellular service providers in Pakistan

Maat¹,

Han²,

Tariq³

et al. 2020

cibg

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“…Research on the financial indicators and organizational performance of hospitals should be based on the characteristics of hospitals (Bema et al, 2014;Kang et al, 2014;Lee, 2015Lee, , 2018Hong and Lee, 2018). In the case of financial ratios, analyses started in the US (Cleverley and Nilsen, 1980;Cleverley and Rohleder, 1985;Zeller et al, 1996).…”

Section: A Financial Indicators Of Hospital Operationsmentioning

confidence: 99%

“…tourism emphasizes the structural and conscious changes that are taking place in hospital management to satisfy the expectations of domestic and overseas medical consumers. However, today, various internal and external factors affecting the healthcare environment are causing deterioration in the profitability of medical institutions, the demands of consumers are diversifying, and governmental policies are continually aggravating the management of healthcare organizations (Hong and Lee, 2018;Lee, 2018;Lim et al, 2013;Nowicki, 2007).…”

mentioning

confidence: 99%

“…According to these data, with the increase in life expectancy, the number of consumers visiting healthcare institutions will increase, which will lead to an increase in health care expenditure. Healthcare institutions should optimize the effects of technology changes on operational efficiency and customer (patient) satisfaction (Hong and Lee, 2018;Lee, 2018). These changes in the medical environment directly affect the customer's willingness to return and the hospital's performance (Lee, 2018).…”

mentioning

confidence: 99%

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Analysis of Hospital Management based on the Characteristics of Hospitals: Focusing on Financial Indicators

Lee¹,

Yu²,

Yoon³

2019

Glob Bus Financ Rev

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A B S T R A C TThe purpose of this study is to evaluate and compare the financial indicators of hospitals by identifying the hospitals' characteristics. To evaluate indicators of hospital performance, liquidity, financial performance, turnover ratio, growth rate, and productivity indicators are selected. Data was collected from the reports of the Korea Health Industry Development Institute for the 2013 -2016 period. The results of study confirmed the following: First, a comparison of financial indicators revealed that liability to total assets was generally declining. Second, for public hospitals, the total assets turnover was assessed to be actively utilized in hospitals with more than 160 beds in 2016. Third, in private hospitals, the total assets turnover did not meet in the recommended ratios. Fourth, the net profit to total assets of performance indicators was positive in private hospitals. Finally, the number of doctors per 100 beds did not change significantly, whereas the value added to personnel expenses was found to increase. The results of the study have important theoretical and practical implications for operational efficiency in hospital management based on characteristics of hospitals. This study contributes to both the practice of healthcare management and the body of literature by it employing new insights into how hospitals should operate to enhance organizational competitiveness based on a comparison of the financial indicators of Korean hospitals.

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“…Literature posits that a ‘paradigm shift’ is occurring due to the spiralling costs, financial constraints, increased emphasis on accountability and transparency, changes in education, growing complexities of biomedical research, new partnerships in healthcare, and advances in information technologies (IT) [ 1 ]. Links between the application of advanced IT systems, supported knowledge and skills, and the quality of customer care have been established [ 2 ]. In today’s healthcare environment there is an emphasis on prevention and managing a patient’s health and wellbeing throughout their life [ 1 ].…”

Section: Introductionmentioning

confidence: 99%

Reaching out to stakeholders: The use of knowledge terminology on the websites of Australian public hospitals

Miklošík

Evans

2020

BMC Health Serv Res

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Background The objective of the study described in this article was to examine whether, and to what extent, Australian public hospitals use knowledge terminology, i.e. a body of knowledge-related terms, on their websites. The paper also discusses the difference in the level of such communication between large and small hospitals, the factors affecting the use of the knowledge-related terms in the communication and the similarities/differences between the use of knowledge terms in Australian public hospitals and large/small companies in Australia. Methods 151 Australian public hospitals were included in the research sample: 51 large and 100 small hospitals. Using the method of content analysis, websites mentioning knowledge creation, knowledge sharing, knowledge implementation, and knowledge retention were identified, along with the number of these mentions. Descriptive statistics and chi square test of independence were used to provide answers to four research questions. Results Of the 151 hospitals included in the sample, 30 had no website and 62 (50 small and 12 large) had a single page website. The study found that there are differences between Australian public hospitals regarding the level of their knowledge communication on their websites, both between small and large hospitals and between the individual hospitals within the large and small hospital groups. Conclusions A well-known saying goes “For the mouth speaks what the heart is full of”. Effective communication of knowledge-related terminologies to both internal and external stakeholders, i.e. the parties who access the websites, is therefore an indication of a knowledge focus in the public hospitals. Large hospitals are generally more active in communicating knowledge terms, although there are some exceptions. Some of the small hospitals can lead by example, but most of them do not include knowledge terminology in their communication on websites.

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Impact of operational innovations on customer loyalty in the healthcare sector

Cited by 34 publications

References 52 publications

Moderating effect of government regulations on the determinants of customer loyalty for cellular service providers in Pakistan

Moderating effect of government regulations on the determinants of customer loyalty for cellular service providers in Pakistan

Analysis of Hospital Management based on the Characteristics of Hospitals: Focusing on Financial Indicators

Reaching out to stakeholders: The use of knowledge terminology on the websites of Australian public hospitals

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