Coping with no-show behaviour in appointment services: a multistage perspective

IF 3.9 3区管理学 Q2 BUSINESS

Journal of Service Theory and Practice Pub Date : 2022-04-12 DOI:10.1108/jstp-08-2020-0196

Xiaoyan Xu, Miao Hu, Xiaodong Li

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引用次数: 0

Abstract

PurposeThis study aims to help businesses cope with consumers' no-show behaviour from a multistage perspective. It specifically identifies no-show reasons at each stage of appointment services and proposes the corresponding coping strategies.Design/methodology/approachBy focusing on an outpatient appointment service, we interviewed 921 no-show patients to extract no-show reasons, invited 18 hospital managers to propose coping strategies for these reasons using a Delphi method and evaluated the proposed strategies based on EDAS (Evaluation based on Distance from Average Solution).FindingsThe results reveal ten reasons for no-show behaviour (i.e. system service quality, overuse, did not know the appointment, self-judgment, forget, waiting time, lateness, uncontrollable problems, time conflict and service coordination), which have nine coping strategy themes (i.e. prepayment, system intelligence, target, subjective norm, system integration, ease of navigation, reminder, confirmation and cancellation). We classify the ten reasons and nine themes into scheduling, waiting and execution stages of an appointment service.Originality/valueThis study provides a package of coping strategies for no-show behaviour to deal with no-show reasons at each appointment service stage. It also extends the research in pre-service management through appointment services.

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应对预约服务中的失约行为:多阶段视角

目的本研究旨在从多阶段的角度帮助企业应对消费者的不露面行为。它具体确定了预约服务各个阶段的不露面原因，并提出了相应的应对策略。设计/方法/方法通过关注门诊预约服务，我们采访了921名未就诊患者，以提取未就诊原因，邀请了18名医院管理人员使用德尔菲方法提出应对策略，并基于EDAS（基于平均解决方案距离的评估）对所提出的策略进行了评估。研究结果揭示了不露面行为的十个原因（即系统服务质量、过度使用、不知道预约、自我判断、忘记、等待时间、迟到、无法控制的问题、时间冲突和服务协调），有九个应对策略主题（即预付款、系统智能、目标、主观规范、系统集成、导航方便、提醒、确认和取消）。我们将十个原因和九个主题分为预约服务的日程安排、等待和执行阶段。创意/价值这项研究为每个预约服务阶段的不露面行为提供了一套应对策略，以应对不露面的原因。它还通过预约服务扩展了职前管理的研究。

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来源期刊

Journal of Service Theory and Practice Multiple-

CiteScore

8.00

自引率

15.20%

发文量

期刊介绍： Formerly known as Managing Service Quality – Impact Factor: 1.286 (2015) – the Journal of Service Theory and Practice (JSTP) aims to publish research in the field of service management that not only makes a theoretical contribution to the service literature, but also scrutinizes and helps improve industry practices by offering specific recommendations and action plans to practitioners. Recognizing the importance of the service sector across the globe, the journal encourages submissions from and/or studying issues from around the world. JSTP gives prominence to research based on real world data, be it quantitative or qualitative. The journal also encourages the submission of strong conceptual and theoretical papers that make a substantive contribution to the scholarly literature in service management. JSTP publishes double-blind peer reviewed papers and encourages submissions from both academics and practitioners. The changing social structures and values, as well as new developments in economic, political, and technological fields are creating sea-changes in the philosophy, strategic aims, operational practices, and structures of many organizations. These changes are particularly relevant to the service sector, as public demand for high standards increases, and organizations fight for both market share and public credibility. The journal specifically addresses solutions to these challenges from a global, multi-cultural, and multi-disciplinary perspective.