专业服务中的问题解决:来自医学领域的证据

E. Jaakkola, Aino Halinen
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引用次数: 70

摘要

目的-通过研究专业服务在解决服务生产中出现的问题中的表现,来检验假定的专业服务特征的有效性。设计/方法/方法-本文使用医学研究作为辅助数据来研究在医学背景下专业服务的假定特征与解决问题之间存在的关联。对有关医生处方决策的实证研究进行了系统的回顾。研究结果-支持文献中提出的假设,发现专业知识和客户参与会影响处方决策。关于合议控制的假设得到了部分支持。在假定的职业自主和利他主义方面发现了某种程度的矛盾。虽然专业服务文献强调与客户问题、服务遭遇和专业相关的因素,但我们得出结论,问题解决是……
本文章由计算机程序翻译,如有差异,请以英文原文为准。
Problem solving within professional services: evidence from the medical field
Purpose – To test the validity of the presumed characteristics of professional services by studying their manifestation in the problem solving that occurs in service production.Design/methodology/approach – The paper uses medical research as secondary data to study the existence of associations between the presumed characteristics of professional services and problem solving in the medical context. A systematic review of empirical studies concerning physicians' prescribing decisions is conducted.Findings – Supporting assumptions presented in the literature, specialist knowledge of professional and customer participation was found to influence prescribing decisions. The assumption regarding collegial control was partially supported. Some degree of contradiction was found with respect to the presumed professional autonomy and altruism. Whilst the professional services literature emphasises factors related to the client's problem, the service encounter and the profession, we conclude that problem solving is ...
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