Purpose – Service quality is an elusive and abstract construct, so that particular effort is required to establish a valid measure. Patients' perceptions of health services seem to have been largely ignored by health care providers. The purpose of this paper is to propose a modified approach...

Purpose – The purpose of this paper was to investigate the role of an intra-organizational change facilitating function (CFF) in relation to a multi-level development initiative in a health care organization. Involved actors’ views on factors in need of attention and how the CFF related to...

Purpose – The purpose of this paper is to research the practice of ethics in Swedish health care organizations using Lean Management. Design/methodology/approach – A qualitative study was conducted. Findings – Findings indicate that ethics is not a consideration when hospitals are...

Purpose – The purpose of this paper is to examine the value of a developmental learning view on implementation of quality management (QM) concepts. QM concepts are common in various organizations; some implement them smoothly, others struggle and sometimes even abandon the initiatives. What is...

Purpose – The purpose of this paper is to describe and test a construct of perceived justice from an airline and hospital industry perspective. Furthermore, the similarities and differences of perceived justice in negative service encounters within the airline and hospital setting, and the...

Purpose – The use of the customer concept and ways of interacting with customers in support functions are relatively new areas of interest for public organizations. The purpose of this study is to describe the development toward a stronger customer orientation in a support function in a...

Purpose – The purpose of this article is to identify enabling and inhibiting factors that influence patients during their consideration of medical tourism for their healthcare requirement. The research provides marketing and practice implications that help in promoting medical tourism service....

This paper reports the results of a telephone survey to elicit preferences for public or private health insurance. The survey adopted a method described by Hudson and Jones that allows respondents to distinguish between self‐interest and altruistic motivations. A random sample of 403 people...

Physician participation in Medicaid is an important factor in the determination of access to health care for low‐income individuals. This study seeks to provide insight into the factors that affect physicians’ decisions to participate in the Medicaid program. As Medicaid is administered...

This paper examines some of the key features of social health insurance systems by drawing on experiences in Germany, Switzerland, France and The Netherlands. These countries have all implemented a variety of reforms, including some competition between health insurers in order to meet some of...