Journal of Health Organization and Management最新文献

{"title":"How sensory marketing affects perceived service quality and customer satisfaction: study in Vietnam public hospitals.","authors":"Viet An Tran, Que Nhi Tran, Ha My Doan, Gia Long La, Tien Duc Vu, Thi Huyen Pham","doi":"10.1108/JHOM-03-2024-0125","DOIUrl":"https://doi.org/10.1108/JHOM-03-2024-0125","url":null,"abstract":"<p><strong>Purpose: </strong>This article aims to assess the impact of factors affecting the senses (via Sensory Marketing theory) on customer perceived quality and satisfaction when using health services in public hospitals. Based on the results, the research proposes solutions for public hospitals to improve the service experience to increase customer satisfaction in Vietnam generally and in developing countries particularly.</p><p><strong>Design/methodology/approach: </strong>The authors used 619 respondents' non-convenient probability sampling method, focusing on objects experienced with public hospital services in Vietnam. A preliminary quantitative study (<i>n</i> = 113) and qualitative research (<i>n</i> = 20) have been conducted to finalise the designed questionnaire before conducting a formal quantitative survey. Cronbach Alpha, CFA and SEM have been used to explore the meanings of the data collected.</p><p><strong>Findings: </strong>The result showed that through Sensory Marketing, sensorial stimulus (tactile, sight, smell and taste) significantly impacts customer satisfaction with medical services at the public hospital. Research findings are the premise to conclude that the application of the Sensory Marketing model creates a great sensory experience, and minimises negative psychological feelings in the medical, especially in a prioritised personalisation society.</p><p><strong>Practical implications: </strong>The authors open up a new health service quality and satisfaction assessment tool based on the original human senses that were previously applied in researching other services, it has been proven to be successfully applied to specific service areas such as healthcare. This research is believed to provide valuable implications for medical service stakeholders and policymakers to improve service quality and enhance the customer experience and satisfaction level through sensorial approaches, strategies and tactics.</p><p><strong>Originality/value: </strong>While most studies on customer satisfaction in the medical field use SERVQUAL, SERVPERF or KQCAH model, this study breaks the research gap by not only affirming and strengthening the research perspective on Sensory Marketing but also contributing to creating a solid theoretical framework on perceived service quality and satisfaction.</p>","PeriodicalId":47447,"journal":{"name":"Journal of Health Organization and Management","volume":" ","pages":""},"PeriodicalIF":1.7,"publicationDate":"2024-12-11","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"142807501","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":4,"RegionCategory":"医学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

{"title":"Lean healthcare: a science mapping of current progress and future research avenues.","authors":"Gusman Nawanir, Muhammad Ashraf Fauzi","doi":"10.1108/JHOM-04-2024-0167","DOIUrl":"https://doi.org/10.1108/JHOM-04-2024-0167","url":null,"abstract":"<p><strong>Purpose: </strong>This study intends to reveal the existing research stream and predict future research avenues for lean healthcare (LH). This paper analyzes the progress of LH research and identifies key trends, research gaps and future directions. By mapping the knowledge structure, the study offers insights into the effects of LH on healthcare efficiency, patient care and organizational performance.</p><p><strong>Design/methodology/approach: </strong>The review used the bibliometric approach, involving 319 journal articles retrieved from the Web of Science database. Two science mapping approaches (i.e. bibliographic coupling and co-word analysis) were performed to investigate the current knowledge structure and future research direction in LH.</p><p><strong>Findings: </strong>The current research trend in LH focuses on developing frameworks and strategic implementation by considering critical determinants and decision-making strategies. In the future, the research on LH will emphasize the holistic frameworks and efficient strategies for healthcare excellence, along with strategies to overcome barriers to its implementation.</p><p><strong>Research limitations/implications: </strong>This study will benefit researchers and practitioners by advancing their understanding and applying LH principles.</p><p><strong>Originality/value: </strong>This study provides valuable practical implications for healthcare managers to navigate the complexities of lean implementation, optimize processes and drive sustainable improvements in the healthcare context.</p>","PeriodicalId":47447,"journal":{"name":"Journal of Health Organization and Management","volume":" ","pages":""},"PeriodicalIF":1.7,"publicationDate":"2024-12-10","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"142802904","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":4,"RegionCategory":"医学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

{"title":"The role of AI-enabled health systems in the Jordanian context: the case of digital contact tracing apps.","authors":"Manaf Al-Okaily, Fadi Shehab Shiyyab, Nesreen A Salim, Amer Al-Rahayfeh","doi":"10.1108/JHOM-06-2024-0252","DOIUrl":"https://doi.org/10.1108/JHOM-06-2024-0252","url":null,"abstract":"<p><strong>Purpose: </strong>Digital health or digital healthcare, is a broad, multidisciplinary concept that includes concepts from an intersection between technology and healthcare. Digital health applies digital transformation to the healthcare field, incorporating software, hardware and services. The usefulness of digital health technologies such as digital contact tracing apps (CTAs) depends deeply on the acceptance to use them. Accordingly, the main purpose of this study is to explore the usage of CTAs by integrating the protection motivation theory (PMT) and technology acceptance model (TAM) in the Jordanian context.</p><p><strong>Design/methodology/approach: </strong>Partial least squares structural equation modelling was employed to test empirically the integrated research model against data collected from 420 respondents, leading to the identification of the important determinants for the usage of CTAs.</p><p><strong>Findings: </strong>The results reveal that perceived severity and perceived vulnerability have a significant positive impact on the perceived need for CTAs, which, in turn, affects the individuals' intention to use CTAs. It also reveals that perceived trust in government, perceived privacy and perceived usefulness have a significant positive impact on individuals' intention to use CTAs, which, in turn, affects the usage of CTAs. In contrast, perceived ease of use did not find any significant relationship, and hence hypothesis H7 was not supported. Lastly, social media awareness has a significant positive impact on perceived usefulness and ease of use.</p><p><strong>Originality/value: </strong>This study is considered among the first studies in the Jordanian context that integrate the PMT and TAM to gain a better understanding of the critical determinants for the acceptance and usage of CTAs in the context of pandemics.</p>","PeriodicalId":47447,"journal":{"name":"Journal of Health Organization and Management","volume":" ","pages":""},"PeriodicalIF":1.7,"publicationDate":"2024-12-06","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"142781464","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":4,"RegionCategory":"医学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

{"title":"Determinants of healthcare workers' job retention during the global health crisis: insights from a national survey in Canada.","authors":"Nazim Habibov, Alena Auchynnikova, Yunhong Lyu","doi":"10.1108/JHOM-07-2024-0279","DOIUrl":"https://doi.org/10.1108/JHOM-07-2024-0279","url":null,"abstract":"<p><strong>Purpose: </strong>The purpose of this study is to investigate the determinants of job retention intention among healthcare workers (HCWs) in Canada during the COVID-19 pandemic.</p><p><strong>Design/methodology/approach: </strong>Data are from a large nationally representative cross-sectional survey conducted by the Canadian National Statistics Agency. Ordered logistic regression is estimated to find an association between job retention and its main determinants as gleaned from the literature while controlling for a wide range of pertinent covariates. Odds and standardized odds are reported and discussed.</p><p><strong>Findings: </strong>The results suggest that worsening working conditions, changes in health and well-being and lack of organizational support weaken intentions regarding job retention. Being employed rather than self-employed and working as a nurse also weakens job retention.</p><p><strong>Originality/value: </strong>This is the first research on the determinants of intentions regarding job retention in Canada using nationally representative data. It allows us to test and confirm the results of previous studies on a large sample of Canadian HCWs. The paper also discusses the implications of the findings for health management and administration.</p>","PeriodicalId":47447,"journal":{"name":"Journal of Health Organization and Management","volume":" ","pages":""},"PeriodicalIF":1.7,"publicationDate":"2024-12-03","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"142773617","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":4,"RegionCategory":"医学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

{"title":"A need for a comprehensive health financing strategy in Pakistan: an analysis of key health financing issues.","authors":"Mohsin Raza Khan, Muhammad Arsalan Nazir, Sabeen Afzal","doi":"10.1108/JHOM-05-2024-0192","DOIUrl":"https://doi.org/10.1108/JHOM-05-2024-0192","url":null,"abstract":"<p><strong>Purpose: </strong>This study aims to analyze the challenges in financing the healthcare system of Pakistan and develop a comprehensive health financing strategy aimed at achieving universal health coverage (UHC).</p><p><strong>Design/methodology/approach: </strong>The paper utilizes World Health Organization (WHO) framework on health financing to build the argument. It uses qualitative research design involving focus group discussions and in-depth interviews with key stakeholders, including Federal Board of Revenue, Ministry of Finance, Planning Commission, development partners, academia and health ministries at federal and provincial levels, as well as social health insurance entities.</p><p><strong>Findings: </strong>The research findings highlight several critical issues within Pakistan's healthcare system: Firstly, health spending is inadequate to provide financial protection to 24 million people. Secondly, the available health funding is allocated in clusters and caters primarily to specific groups, which exacerbates inequities in healthcare provision. Thirdly, the existence of multiple purchasing agents who operate concurrently to buy health services results in duplication and wastage of resources. Fourthly, the public financial management system, intended to support the swift distribution of public funds to health facilities, is not aligned with the requirements of the health system. Lastly, the devolved health setup has led to governance issues in managing the health sector.</p><p><strong>Originality/value: </strong>This study fills a significant gap in the literature on health financing within Pakistan and proposes a unique empirical approach using WHO's framework in a decentralized healthcare context. It also provides actionable recommendations for policymakers to develop strategies that improve the effectiveness of public financial management and health service delivery.</p>","PeriodicalId":47447,"journal":{"name":"Journal of Health Organization and Management","volume":" ","pages":""},"PeriodicalIF":1.7,"publicationDate":"2024-11-28","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"142741073","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":4,"RegionCategory":"医学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

{"title":"The collaborative and professional boundary challenges from a bottom-up perspective: an insider action research study on a hospital ward.","authors":"Mia Björk, Annika Eklund, Maria Skyvell Nilsson, Viola Nyman","doi":"10.1108/JHOM-03-2023-0093","DOIUrl":"10.1108/JHOM-03-2023-0093","url":null,"abstract":"<p><strong>Purpose: </strong>The aim of this study was to identify and describe the collaborative and professional boundary challenges at a hospital ward from a bottom-up perspective.</p><p><strong>Design/methodology/approach: </strong>The study was conducted as a bottom-up improvement project at a hospital ward in western Sweden. An insider action research (IAR) approach was used during the project. The theoretical framework for this project was based on the Cultural-Historical Activity Theory (CHAT). Data were collected between 2019 and 2021.</p><p><strong>Findings: </strong>The findings showed that unclear professional boundaries and limited resources challenged and hindered interprofessional collaboration. The project group had to reorganize its daily work to adjust to the different disciplines' legal responsibilities in relation to the patients' recovery process. To safely discharge patients, the professionals needed to talk about each other's professional responsibilities, professional boundaries and ethical codes.</p><p><strong>Originality/value: </strong>The IAR project revealed that revising the daily team-round routine improved the status of assistant nurses and encouraged physicians to consider input from all professions during the patients' recovery process. However, the new approach faced resistance from clinic leadership, who believed it could prolong patients' stays in the ward. The findings underscore the challenges of modifying hierarchical structures and social orders within hospital settings.</p>","PeriodicalId":47447,"journal":{"name":"Journal of Health Organization and Management","volume":"38 9","pages":"389-406"},"PeriodicalIF":1.7,"publicationDate":"2024-11-22","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://www.ncbi.nlm.nih.gov/pmc/articles/PMC11731484/pdf/","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"142773615","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":4,"RegionCategory":"医学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"OA","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

{"title":"Artificial intelligence and big data from digital health applications: publication trends and analysis.","authors":"Selma Arslantaş","doi":"10.1108/JHOM-06-2024-0241","DOIUrl":"https://doi.org/10.1108/JHOM-06-2024-0241","url":null,"abstract":"<p><strong>Purpose: </strong>The integration of big data with artificial intelligence in the field of digital health has brought a new dimension to healthcare service delivery. AI technologies that provide value by using big data obtained in the provision of health services are being added to each passing day. There are also some problems related to the use of AI technologies in health service delivery. In this respect, it is aimed to understand the use of digital health, AI and big data technologies in healthcare services and to analyze the developments and trends in the sector.</p><p><strong>Design/methodology/approach: </strong>In this research, 191 studies published between 2016 and 2023 on digital health, AI and its sub-branches and big data were analyzed using VOSviewer and Rstudio Bibliometrix programs for bibliometric analysis. We summarized the type, year, countries, journals and categories of publications; matched the most cited publications and authors; explored scientific collaborative relationships between authors and determined the evolution of research over the years through keyword analysis and factor analysis of publications. The content of the publications is briefly summarized.</p><p><strong>Findings: </strong>The data obtained showed that significant progress has been made in studies on the use of AI technologies and big data in the field of health, but research in the field is still ongoing and has not yet reached saturation.</p><p><strong>Research limitations/implications: </strong>Although the bibliometric analysis study conducted has comprehensively covered the literature, a single database has been utilized and limited to some keywords in order to reach the most appropriate publications on the subject.</p><p><strong>Practical implications: </strong>The analysis has addressed important issues regarding the use of developing digital technologies in health services and is thought to form a basis for future researchers.</p><p><strong>Originality/value: </strong>In today's world, where significant developments are taking place in the field of health, it is necessary to closely follow the development of digital technologies in the health sector and analyze the current situation in order to guide both stakeholders and those who will work in this field.</p>","PeriodicalId":47447,"journal":{"name":"Journal of Health Organization and Management","volume":" ","pages":""},"PeriodicalIF":1.7,"publicationDate":"2024-11-21","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"142677315","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":4,"RegionCategory":"医学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

{"title":"Work engagement of hospital workers in times of pressure: do nonclinical hospital workers react differently from their well-studied clinical colleagues?","authors":"Monique Penturij-Kloks, Carolina J P W Keijsers, Manon Enting, Simon T De Gans, Steven Kilroy, Fedde Scheele, Margot Joosen","doi":"10.1108/JHOM-03-2024-0094","DOIUrl":"10.1108/JHOM-03-2024-0094","url":null,"abstract":"<p><strong>Purpose: </strong>While prevalence and value of nonclinical hospital workers, like quality or education professionals, increase, their work engagement is understudied. Work engagement of nonclinical and clinical hospital workers is critical considering the pressure of major challenges in healthcare. The pandemic was a natural experiment for this.</p><p><strong>Design/methodology/approach: </strong>We conducted an observational survey study among all nonclinical and clinical hospital workers of the Jeroen Bosch Hospital, the Netherlands. In an employee satisfaction survey, we measured work engagement under acute pressure (just after the first COVID-19 wave in July 2020) and chronic pressure (within the second COVID-19 wave in November 2020) and to what extent psychological demands and co-worker support were related to work engagement.</p><p><strong>Findings: </strong>For all hospital staff, \"average\" levels of work engagement were found under acute (response rate 53.9%, mean 3.94(0.81)) and chronic pressure (response rate 34.0%, mean 3.88(0.95)). Under acute pressure, nonclinical hospital workers scored lower on the subcategory dedication than clinical workers (mean 4.28(1.05) vs mean 4.45(0.99), <i>p</i> < 0.001). Under chronic pressure, no differences were found. For both nonclinical and clinical hospital workers, co-worker support was positively related to overall work engagement (beta 0.309 and 0.372). Psychological demands were positively related to work engagement for nonclinical hospital workers (beta 0.130), whereas in clinical hospital workers, psychological demands were negatively related to vigor (beta -0.082).</p><p><strong>Practical implications: </strong>Hospitals face times of pressure. Fostering co-worker support under pressure may be vital for hospital management.</p><p><strong>Originality/value: </strong>Work engagement of nonclinical hospital workers is understudied.</p>","PeriodicalId":47447,"journal":{"name":"Journal of Health Organization and Management","volume":"ahead-of-print ahead-of-print","pages":""},"PeriodicalIF":1.7,"publicationDate":"2024-11-19","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"142644855","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":4,"RegionCategory":"医学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

{"title":"Workplace health promotion interventions in EU-27 public administrations.","authors":"María Luisa Cantonnet, Juan Carlos Aldasoro, Jon Iradi","doi":"10.1108/JHOM-04-2024-0162","DOIUrl":"https://doi.org/10.1108/JHOM-04-2024-0162","url":null,"abstract":"<p><strong>Purpose: </strong>The objective of this article is to make an exploratory study about European public administrations (public administration, public agencies, public law entities, entities dependent on the public administration and public universities) in relation to workplace health promotion interventions. The sample was extracted from the ESENER-3 (Third European Survey of Enterprises on New and Emerging Risks) (EU-OSHA, 2019) and consists of 7,981 public entities from the EU-27 countries. Four WHPI have been studied: healthy nutrition interventions, sports activities after working hours, back exercises at work and prevention of addictions.</p><p><strong>Design/methodology/approach: </strong>This is an exploratory study. The sample was extracted from the ESENER-3 (Third European Survey of Enterprises on New and Emerging Risks) (EU-OSHA, 2019) and consists of 7,981 public entities from the EU-27 Public Administration. In total, 45,420 establishments were interviewed.</p><p><strong>Findings: </strong>Different patterns have been observed when implementing workplace health promotion interventions in the EU-27 public administration. The promotion of sports activities outside working hours is the one with the highest level of implementation in European public administration. On the other hand, the measure with the least implementation level is the promotion of healthy nutrition.</p><p><strong>Research limitations/implications: </strong>The limitations of the study are that the studied items are nominal and comprise more than two categories, so it has not been possible to develop a correlation analysis.</p><p><strong>Practical implications: </strong>The EU-27 public administrations can see which workplace health promotion interventions need to be improved.</p><p><strong>Originality/value: </strong>Differences that may exist in the adopted workplace health promotion interventions by European public administrations have not yet been addressed in depth by the literature.</p>","PeriodicalId":47447,"journal":{"name":"Journal of Health Organization and Management","volume":"ahead-of-print ahead-of-print","pages":""},"PeriodicalIF":1.7,"publicationDate":"2024-11-15","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"142630403","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":4,"RegionCategory":"医学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

{"title":"Managing operational resilience during the implementation of digital transformation in healthcare organisational practices.","authors":"Paulo Sergio Altman Ferreira","doi":"10.1108/JHOM-04-2024-0155","DOIUrl":"10.1108/JHOM-04-2024-0155","url":null,"abstract":"<p><strong>Purpose: </strong>The aim of this study is to investigate ways in which healthcare organisations can successfully maintain operational resilience within intricate and varied engagements during digital transformation processes.</p><p><strong>Design/methodology/approach: </strong>The present research applied cultural-historical activity theory as the theoretical framework and the ethnographic account as an approach and strategy to interpret and understand the operational resilience of digital transformation tools in daily practices. Fieldwork was based on the research technique of shadowing, whereby the researcher closely accompanied the participants to record their conduct, activities and exchanges.</p><p><strong>Findings: </strong>Research results propose that effective operational resilience management in the implementation of digital transformation projects is based on (1) identifying and interpreting internal contradictions in everyday interactions as opportunities for capability developments; (2) navigating through multiple sites in fast and improvised movements, which derives in distributed and emergent practices; (3) interplaying between dyadic interactions and networked dependencies, which is achieved through the articulation of varied interests and (4) implementing novel intermediary tools, roles and regulations that facilitate the reduction of disturbances.</p><p><strong>Originality/value: </strong>The propositions of the present study indicate that the management of operational resilience extends beyond conventional adaptive and socio-technical models in healthcare services. The study emphasises the significance of expressing and converting differing interests into mutual advantages. It additionally demonstrates the intricacy of this obstacle, as it entails navigating through uncertain information, concealed interpretations and conflicting interests.</p>","PeriodicalId":47447,"journal":{"name":"Journal of Health Organization and Management","volume":"ahead-of-print ahead-of-print","pages":"334-358"},"PeriodicalIF":1.7,"publicationDate":"2024-11-11","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"142606376","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":4,"RegionCategory":"医学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}