Purpose Health care is a complex system, mandating adoption of unrelenting updates of guidelines and best practices. Securing a balanced system of current practice and matching documentation has always been a challenge due to impaired connection between traditional forms of documentation (e.g....

Purpose – This paper aims to introduce the efficiency improvement in the operating room (OR) of a local hospital using the integration of simulation and optimization. Design/methodology/approach – Based on the simulation model, a Tabu search (TS) algorithm is developed as an optimizer for...

Describes a business process re‐engineering project in the department of surgery of a publicly‐funded hospital in Auckland, New Zealand. Through the creation of an internal marketing approach, by splitting the health system into purchaser and provider elements, the need to refocus on service...

Purpose – The purpose of this study is to empirically test a hierarchical model of the antecedents of nurse job satisfaction and loyalty based on the internal marketing literature. Specifically, the study aims to investigate the degree to which structural, social, and financial bonding...

One of the greatest challenges facing managers of medical charities today is to distinguish effectively their cause and their organization in an environment of rapidly increasing competition. Investigates consumer attitudes, identifying those that serve to discriminate among different types of...

Examines the “dramaturgical” view of the service encounter to understand the service consumption experience. Illustrates this by demonstrating how the drama metaphor is applicable and useful in understanding perceived quality in health care services. Presents a strategic model of the medical...

Purpose Many scholars have urged firms to empower consumers to become co-producers, arguing that this empowerment leads to a win-win situation that benefits consumers and providers alike. However, critical voices have emphasised that co-production is a way to exploit rather than empower...

Purpose – Adherence is a critical factor for success, for both the health of the customer and the financial outcomes of the firm. Central to the success of adherence behavior is the co-productive role of the customer which is determined by service perceptions as well as individual attributes....

Purpose – This study aims to increase understanding of the factors that affect retail pharmacy performance. This paper investigates how various product-, store-, customer- and competitor characteristics affect over-the-counter (OTC) drug sales and thus store performance....

Purpose The study aims to investigate the impact of “decent work” dimensions on faculty members’ work engagement levels in the higher education institutions in India. Design/methodology/approach Data were obtained from 293 faculty members working in higher education institutes in India....