Purpose: The purpose of this paper is to explore the antecedents and consequences of a value-dense environment in healthcare service delivery. Design/methodology/approach: A structural model was developed based on a literature review. Circulation of a 31-indicator questionnaire among service...

Purpose: The purpose of this paper is to identify the antecedents and outcomes of internal service quality (ISQ) in a health-care environment. The relationships among the heterogeneous health-care environment, coordinated care, perceived organisational support (POS), ISQ, internal customer...

Purpose: The purpose of this study is to assess the relationship between patient-centricity, care coordination and delivery of quality care for older people with multiple chronic conditions. Care coordination is defined as a process where physicians, nurses and allied professionals work...