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Linking patient experience to customer delight in the private laboratory service

Widyowati, Puspa Haryani; Antonio, Ferdi; Andy, Andy - In: Administrative Sciences 13 (2023) 3, pp. 1-26

The goal of this study was to analyse the influence of the antecedents of patient experience, namely staff appearance, laboratory staff attitude, information clarity, staff responsiveness, laboratory ambience, phlebotomy process, laboratory technology, and report results, which furtherly...

Persistent link: https://www.econbiz.de/10014333215

Healthcare performance excellence : a comparison of Baldrige Award recipients and competitors

Schulingkamp, Ronald C.; Latham, John R. - In: Quality management journal : QMJ 22 (2015) 3, pp. 6-22

Persistent link: https://www.econbiz.de/10011309906

The relationship between voice climate and patients' experience of timely care in primary care clinics

Nembhard, Ingrid M.; Yuan, Christina T.; Shabanova, Veronika - In: Health care management review : HCM review 40 (2015) 2, pp. 104-115

Persistent link: https://www.econbiz.de/10010508409

Healthcare experience quality : an empirical exploration using content analysis techniques

Ponsignon, Frederic; Smart, Andi; Williams, Mike; Hall, … - In: Journal of service management 26 (2015) 3, pp. 460-485

Persistent link: https://www.econbiz.de/10011389090

Infusing, sustaining, and replenishing compassion in health care organizations through compassion practices

McClelland, Laura E.; Vogus, Timothy J. - In: Health care management review : HCM review 46 (2021) 1, pp. 55-65

Persistent link: https://www.econbiz.de/10012520515

A reason to renovate : the association between hospital age of plant and value-based purchasing performance

Beauvais, Brad; Richter, Jason P.; Kim, Forest S.; … - In: Health care management review : HCM review 46 (2021) 1, pp. 66-74

Persistent link: https://www.econbiz.de/10012520519

A closer look at how managerial support can help improve patient experience : insights from the UK’s National Health Service

Ogbonnaya, Chidiebere; Babalola, Mayowa - In: Human relations : towards the integration of the social … 74 (2021) 11, pp. 1820-1840

Persistent link: https://www.econbiz.de/10012626424

Customer experience in healthcare : literature review

Kurtuluş, Sümeyye Arslan; Cengiz, Emrah - In: Istanbul business research 51 (2022) 1, pp. 291-312

This paper provides a perspective on customer experience in healthcare services. The aim of this paper is to make a literature research about customer experience in the healthcare sector. In this context, it is examined how customer experience in healthcare is measured, what dimensions it...

Persistent link: https://www.econbiz.de/10013253168

Examining the financial and quality performance effects of group purchasing organizations

Walker, Daniel M.; McAlearney, John S.; Sharma, Luv; … - In: Health care management review : HCM review 46 (2021) 4, pp. 278-288

Persistent link: https://www.econbiz.de/10012664478

Patient experience in the digital age : an investigation into the effect of generational cohorts

Alkire, Linda; O'Connor, Genevieve E.; Myrden, Susan; … - In: Journal of retailing and consumer services 57 (2020), pp. 1-9

Persistent link: https://www.econbiz.de/10012305914