Recent changes to health care reimbursements policy mandate hospitals to improve simultaneously on conformance and experiential quality. Conformance quality measures the level of caregivers’ adherence to evidence-based standards of care while experiential quality measures the level of...

To investigate the opportunity for hospitals to achieve better care at lower cost, we examine two key process quality measures – conformance quality and experiential quality – and two measures of performance – readmission rate and cost per discharge. Conformance quality represents...

Management studies suggest that developing and sustaining dynamic and operational capabilities is important in achieving competitive advantage. The process of developing capabilities is an underdeveloped research area and new insight is needed to understand how capabilities can be developed as...