The aim of this research is to examine the impact of service quality on customer satisfaction in the post pandemic world in auto care industry. The car care vendor in the study made effective use of social media to provide responsive updates to the customers in the post pandemic world; such use of social media provides bases for service quality and customer satisfaction. The study examined the relationship between service quality and customer satisfaction using (...) the SERVQUAL framework. According to the findings, empathy, reliability, assurance, responsiveness, and tangibles have a significant positive relationship with customer satisfaction. Our findings suggest that it is critical for workshops to recognize the service quality factors that contribute to customer satisfaction. Findings also suggest that empathy, assurance, reliability, responsiveness, and tangibles contribute to customer satisfaction. Auto repair industry must regularly provide personal attention, greet customers in a friendly manner, deliver cars after services, notify customers when additional repairs are required, and take the time to clarify problems to customers. Furthermore, workshops must screen and hire courteous staff who can clearly communicate the services required to customers both in-person and online and effectively communicate the risks associated with repairs. Service quality seems to be aided by prompt services. (shrink)

As pressures on the service economy from globalisation increase, new techniques may be appropriate for designing service systems. This paper examines the tradition of service quality and argues that its unique characteristics, such as the joint production of offerings by operators and customers, could benefit from the techniques of human factors. The interaction between human factors and quality is reviewed and four issues are extracted that should be directly applicable to service encounters. These are (...) interface design, the understanding of error causation, a design for operator well-being and human/automation function allocation. A framework is proposed for considering technology explicitly in the design of service systems. (shrink)

PurposeThis study aims to investigate the impact of perceived service quality on tourist satisfaction and behavioral intentions and explore the potential mediating role of tourist satisfaction in the relationship between service quality and behavioral intentions in the yoga tourism context during the COVID-19 pandemic. Further, this is to examine to what extent yoga tourist satisfaction directly affects their behavioral intentions.Design/methodology/approachBased on a review of literature, the study proposes a conceptual model to test four hypothesized relationships among (...) the constructs of perceived service quality, tourist satisfaction, and behavioral intentions. Data was collected by using a self-administrated questionnaire that was developed and directed to a convenience sample of yoga tourists. Structural equation modeling was employed to determine the relationship between study constructs.FindingsThe results of SEM illustrated that all the hypothesized relationships are supported. The findings confirm that yoga tourists’ behavioral intentions are significantly affected directly and indirectly by perceived service quality. Additionally, tourist satisfaction significantly partially mediates the relationship between PSQ and tourists’ behavioral intentions.Research limitationsThe subject of this study was yoga tourists staying in yoga retreats/studios in Egyptian destinations. Future research... (shrink)

Quality of service is a major determinant of customer commitment to the organization. Therefore, it is important to understand the importance of service quality for the corporate image as well. In this study, the predicting roles of quality of service and customer experience have been unveiled in customer commitment through the mediating effect of corporate image. The population frame used in this study is the customers of logistic services providers in China. Total data from (...) the 366 customers have been used to analyze the hypotheses formulated. The sample has been selected using convenience sampling and the software used for data analysis is Smart-PLS. The analytical technique used is partial least square structural equation modeling. Results of the study show that service quality and customer experience have a significant role in the customer commitment to the suppliers. In addition, it has also been found that service quality and customer experience have a major contribution to building the corporate image of the services suppliers. Further, corporate image played a significant mediating role in the relationship between service quality and customer commitment. The study has theoretically contributed to the body of literature by finding the importance of service quality for predicting customer commitment to the suppliers. (shrink)

Customer engagement behavior is a critical success factor for community e-commerce. While many community e-commerce websites are currently improving service quality to enhance customer engagement behavior, little is known about how such e-services affect customer engagement behavior. Building upon the stimulus-organism-response model, this study developed a research model to explain how e-service quality of community e-commerce platform affects customer engagement behavior through customer trust and perceived risk. The research model was empirically evaluated by surveying 326 customers (...) who have shopped through the community e-commerce platforms. The results indicate that e-service quality positively affects customer engagement behavior. Besides, customer trust and perceived risk play a mediating role between e-service quality and customer engagement behavior. This study offers recommendations to managers on how to build an attractive community e-commerce platform to stimulate customer engagement behavior. (shrink)

This paper discusses the potential contribution of Henri Bergson’s philosophy to the theory and practice of service quality measurement. First, it summarises some of the theoretical developments within the field of service quality measurement and points to areas of controversy found within the extant publications. Then, it proposes that a greater appreciation of philosophy, in particular the writings of Henri Bergson, can help address the apparent inconsistencies and gaps observed in the literature. Finally, the paper offers (...) suggestions regarding the potential implications of Bergson’s philosophy for the measurement of service quality in contemporary organisations. (shrink)

This article examines the mediation effect of brand identification and the moderating effect of service quality (SQ) on the effects of corporate social responsibility (CSR) association on service brand performance. A survey of customers of mobile telecommunications services was conducted. The study finds, first, that both CSR and SQ have direct effects on brand identification and customer satisfaction and indirect effects on customer satisfaction (via brand identification) and on service brand loyalty (via customer satisfaction and via (...) "brand identification/customer satisfaction"). Second, SQ enhances the effect of CSR on brand identification. This study contributes to the literature by incorporating three perspectives of service brand performance — CSR association, SQ, and brand identification - into one general framework that stresses (a) the mediating role of brand identification in predicting customer satisfaction and service brand loyalty; and (b) the interactive effect of CSR and SQ in predicting brand identification. (shrink)

With increasing market competition and rapid development of service economy, more and more enterprises are shifting from providing products or services to providing product-service systems that integrate products and services, in order to improve competitiveness and profitability. Meanwhile, consumers have strategic delayed purchasing behavior when purchasing the PSS and high requirements for service quality. This paper investigates the two-period pricing and service quality decisions of product-service supply chain considering consumers’ strategic behavior under decentralized (...) and centralized scenarios. The equilibrium results are compared in two scenarios. In order to eliminate performance loss under the decentralized scenario, we design two-period dynamic contracts to coordinate the PSSC. Furthermore, numerical simulation is provided to verify the feasibility of the contracts. The following conclusions can be drawn: the higher the service input-efficiency, the more beneficial for alleviating consumers’ strategic purchase behavior under two scenarios, but this mitigation effect is more obvious under the centralized scenario. Compared with the centralized scenario, the service quality is lower, the two-period PSS sales prices are higher, and the two-period profit is lower under the decentralized scenario. The proportion of service valuation will promote the widening of the service quality gap under two scenarios, but in some cases, the service input-efficiency will weaken the promotion effect of the proportion of service valuation. The design of the two-period combined contracts depends on the proportion of service valuation. When the proportion of service valuation is high, the “two-period revenue sharing + service-cost sharing” combined dynamic contract can achieve PSSC perfect coordination. However, when the proportion of service valuation is low, it is necessary to design complexity combined dynamic contract which can achieve PSSC perfect coordination. (shrink)

This work is developed to improve the current quality of e-commerce logistics services. From the perspective of multiple consumer psychology, based on e-commerce, consumer psychology, and other related theories, vegetable e-commerce B is selected as the research object. The commodity quality, accuracy, and timeliness of commodity distribution and other factors of e-commerce B are discussed through questionnaire survey. Then, according to customers’ opinions about “e-commerce B’s distribution and professional aspects that need to be improved,” the research is conducted. (...) Finally, the direction of follow-up optimization is proposed from four different perspectives of multiple consumption psychology. The research results show that more than 89% of the surveyed customers believe that e-commerce B does a good job in terms of commodity quality, accuracy, and timeliness of commodity distribution, and has a high level of logistics service. However, 26.34% of customers hope that e-commerce B can strengthen the protection of personal privacy, 24.97% hope that the platform can add “delay insurance” for goods, and 39.54% hope that the logistics information of purchased goods can be updated in real time. Therefore, e-commerce B needs to be optimized and improved continuously in the future development. Therefore, research on the optimization of logistics service quality of e-commerce is performed under multiple consumption psychology, which provides certain help for the rapid development of subsequent e-commerce. (shrink)

Very little attention has been given to understanding the commitment to service quality and desirable outcomes in the hotel industry. This study investigates the impact of directive and participative leadership on the frontline commitment to service quality through the mediation of knowledge sharing. This will eventually help us to generate the employees' commitment to service quality desirable behavior. The survey was distributed to 37 hotels. A total of 235 frontline employees participated in the survey. (...) The study findings show that directive leadership has a negative relationship with CSQ. On the other hand, participative leadership positively influences CSQ. Notably, knowledge sharing mediates between directive leadership, participative leadership, and commitment to service quality. There were positive linkages between commitment to service quality and desirable outcomes, job performance, and organizational citizenship behavior and negative relation to turnover intention. (shrink)

Source: Author: Mohammad Sabahi Bidgoli, Ali Kebriaei, Sayed Gholamabas Moosavi Background and Aim: Patients' viewpoints are commonly used to assess quality of care in diverse healthcare organizations. This permits managerial decisions to be made based on knowledge rather than conjecture. The purpose of the current study is to investigate quality gap of family health care through measuring differences between clients’ perceptions and expectations at Kashan city health centers in Iran.Methodology: A cross-sectional design was applied in 2013. The study (...) sample was composed of 384 women clients of family health services randomly selected from Kashan city health centers. The SERVQUAL questionnaire was used for data collection. Service quality gap was measured by computing the difference between the rating respondents assign to expectations and perceptions statements. For pair wise comparison of the expectations and perceptions the Wilcoxon Signed Rank test was used. Internal consistency of the scale was confirmed with Cronbach's Alpha coefficients.Findings: In all dimensions of the services a significant (P ]]>. (shrink)

The American Society for Bioethics and Humanities poses a chal­lenge in Core Competencies for Healthcare Ethics Consultation: health care ethics consultation services “should be able to demonstrate their value to those who pay for the service, as well as to those whom the service is intended to serve.” To respond to this challenge, this article provides a brief review of the literature on evaluating ethics consultation in its traditional frameworks of quality outcomes. The author follows this discussion (...) with a new methodology to evaluate ethics consultation on the basis of the intrinsic good of the service. He ends with a novel risk-based assessment to complement the evaluation of clinical ethics services grounded in the Ethical and Religious Directives for Catholic Health Care Services. (shrink)

Quality and service improvement (QSI) research employs a broad range of methods to enhance the efficiency of healthcare delivery. QSI research differs from traditional healthcare research and poses unique ethical questions. Since QSI research aims to generate knowledge to enhance quality improvement efforts, should it be considered research for regulatory purposes? Is review by a research ethics committee required? Should healthcare providers be considered research participants? If participation in QSI research entails no more than minimal risk, is (...) consent required? The lack of consensus on answers to these questions highlights the need for ethical guidance. Three distinct approaches to classifying QSI research in accordance with existing ethical principles and regulations can be found in the literature. In the first approach, QSI research is viewed as distinct from other types of healthcare research and does not require regulation. In the second approach, QSI research falls within regulatory guidelines but is exempt from research ethics committee review. In the third approach, QSI research is deemed to be part of the learning healthcare system and, as such, is subject to a different set of ethical principles entirely. In this paper, we critically assess each of these views. While none of these approaches is entirely satisfactory, we argue that use of the ethical principles governing research provides the best means of addressing the numerous questions posed by QSI research. (shrink)

Hospital ethics committees have become widespread over the last 25 years, stimulated by the Quinlan decision of the New Jersey Supreme Court, the report of a President's Commission, and most recently by the Joint Commission on Accreditation of Health Care Organizations , which now man dates that each hospital seeking accreditation have a functioning process for the consideration of ethical issues in patient care. Laws and regulations in several states require that hospitals establish ethics committees, and some states stipulate that (...) certain types of cases and disputes be taken to such committees. At least one state grants legal immunity to those who implement recommendations of an ethics committee. (shrink)

Hospital ethics committees have become widespread over the last 25 years, stimulated by the Quinlan decision of the New Jersey Supreme Court, the report of a President's Commission, and most recently by the Joint Commission on Accreditation of Health Care Organizations, which now man dates that each hospital seeking accreditation have a functioning process for the consideration of ethical issues in patient care. Laws and regulations in several states require that hospitals establish ethics committees, and some states stipulate that certain (...) types of cases and disputes be taken to such committees. At least one state grants legal immunity to those who implement recommendations of an ethics committee. (shrink)

A conceptual model articulating the nature of customer expectations and satisfaction over services was proposed with emotional factors. Five propositions about consumer emotional service expectations as a primary antecedent toward confirmation, perceived quality, and satisfaction were provided. As moderators, two dimensions of consumer detection of emotional labor (i.e., detecting deep acting and surface acting) were imposed on each of the relationships. Evidence demonstrated the roles of emotional service expectation in service confirmation and satisfaction. The moderating effects (...) of consumer detection of employees’ emotional strategies were limited to the relationship between emotional service expectation and confirmation; its relationship was weakened by detections of surface acting while other relationships were not moderated by detections of deep nor surface acting. Structural equation modeling analyses were conducted using online survey data targeting consumers in the hotel / restaurant industry. (shrink)

Ellen Fox and collaborators have produced the most detailed description of healthcare ethics practices in the United States available. Some findings are shocking for anyone committed to promoting q...

The purpose of the research is to identify professionally important qualities of the specialists in design, technology, and service, in particular cutters in the postmodern society. At the first stage, a preliminary list of 39 professionally important qualities of the skilled workers in the fashion industry has been formulated by means of theoretical analysis. The list considers the specifics of the cutter`s work at the intersection of three industries – design, technology, and service. At the second stage, a (...) priori ranking of factors has been conducted by interviewing 5 experts. The list, reduced after a priori ranking, has become a basis for surveying 246 respondents from different groups of stakeholders at the third stage. As a result, the lists of input parameters of the model of specialist, which are professionally important qualities of the skilled cutters, are obtained. The lists contain 28 professionally important personal qualities, which are grouped into the following groups: executive and motor manifestations, cognitive processes, memory and thinking, emotions, business qualities, creative features, specific requirements. The obtained results make it possible to develop optimal prognostic models of training the skilled workers in the fashion industry, as well as to conduct a scientifically grounded selection of personnel and career counseling. (shrink)

In the past few decades, a growth in ethical consumerism has led brands to increasingly develop conscientiousness and depict ethical image at a corporate level. However, most of the research studying business ethics in the field of corporate brand management is either conceptual or has been empirically conducted in relation to goods/products contexts. This is surprising because corporate brands are more relevant in services contexts, because of the distinct nature of services and the key role that employees have in the (...) services sector. Accordingly, this article aims at empirically examining the effects of customer perceived ethicality in the context of corporate services brands. Based on data collected for eight service categories using a panel of 2179 customers, the hypothesized structural model is tested using path analysis. The results show that, in addition to a direct effect, customer perceived ethicality has a positive and indirect effect on customer loyalty, through the mediators of customer affective commitment and customer perceived quality. Further, employee empathy positively influences the impact of customer perceived ethicality on customer affective commitment, and customer loyalty positively impacts customer positive word-of-mouth. The first implication of these results is that corporate brand strategy needs to be aligned with human resources policies and practices if brands want to turn ethical strategies into employee behavior. Second, corporate brands should build more authentic communications grounded in their ethical beliefs and supported by evidence from actual employees. (shrink)

In the current socioeconomic environment, brands increasingly need to portray societal and ethical commitments at a corporate level, in order to remain competitive and improve their reputation. However, studies that relate business ethics to corporate brands are either purely conceptual or have been empirically conducted in relation to the field of products/goods. This is surprising because corporate brands are even more relevant in the services sector, due to the different nature of services, and the subsequent need to provide a consistent (...) high-quality customer experience across all the brand–customer interactions and touch-points. Thus, the purpose of this article is to study, at a corporate brand level and in the field of services, the effect of customer perceived ethicality of a brand on brand equity. The model is tested by structural equations, using data collected for eight service categories by means of a panel composed of 2179 customers. The test of measurement equivalence between these categories is conducted using generalizability theory. Confirmatory factor analysis marker technique is applied in order to check for common method variance. The results of the hypothesized model indicate that customer perceived ethicality has a positive, indirect impact on brand equity, through the mediators of brand affect and perceived quality. However, there is no empirical evidence for a direct effect of customer perceived ethicality on brand equity. (shrink)

Resumen. En México, la mercadotecnia promocional se ha erigido como la segunda más grande inversión demercadotecnia, principalmente debido a que las compañías tienden con más frecuencia a subcontratar laresponsabilidad de los aspectos operativos de la mercadotecnia. Las empresas contratantes exigen cada vezmás la garantía de seguridad y certidumbre en la prestación de los servicios, por lo que la calidad de éste seha convertido en un factor determinante en la elección de una agencia de promociones. El presentedocumento técnico busca compartir un (...) caso de estudio relacionado a una empresa de promoción de ventasque enfrenta una alta tasa de deserción de clientes con su consecuente contracción en las ventas, pero quecontradictoriamente está inmersa en un mercado que tiene un crecimiento sostenido del 15 por ciento en losúltimos años. El problema fue abordado desde la perspectiva de la calidad en el servicio y la satisfacción delcliente a través de la aplicación de encuestas Servqual a algunos clientes de la compañía. Dichas encuestaspermitieron: identificar las dimensiones de calidad relevantes en el servicio, detectar las áreas de oportunidadentre el servicio esperado y el servicio real, y la elaboración de un plan de acción que posteriormente fuesistematizado e implementado. Los resultados muestran que la implementación del sistema de calidad redujola deserción de los clientes; además, se descubrió que las dimensiones de calidad del Servqual afectan enproporciones diferentes a la satisfacción del cliente.Palabras Claves. Calidad en el servicio, deserción de clientes, mercadotecnia promocional, promoción deventas, QFD, satisfacción del cliente, Servqual, sistema de calidad.. In Mexico, the promotional marketing has emerged as the second largest marketing investment,mainly because companies tend to outsource most often the operational aspects of marketing. Thosecompanies are increasingly demanding security and certainty in the delivery of services. As a consequence,service quality has become a determining factor in the election of a sales promotion agency. This technicalpaperwork shares a case study related to a sales promotion company facing high customer defection rate withits consequent contraction in sales, but ironically immersed in a market that has a sustained growth of 15 per cent in recent years. Approach of the problem was from quality service and customer satisfaction perspectivethrough the use of Servqual surveys applied to some customers. These surveys allowed: to identify relevantdimensions of quality service, to identify opportunities between the expected service and the actual service,and the development of an action plan which was later systematized and implemented. Results show that theimplementation of the quality system reduced customer desertion. Also, found that the quality dimensions of SERVQUAL affect customer satisfaction in different ways.Keywords. Customer defection, customer satisfaction, quality service, quality system, QFD, sales promotion,Servqual. (shrink)

Customer engagement refers to the emotional attachment a student experiences as a customer during repeated and ongoing interactions. Engagement occurs through satisfaction, loyalty, and excitement about the brand experience. Organizations engage customers at the point of behavioral change by exploring opportunities for emotional connection through continuous and consistent positive experiences. When customers engage with a brand experience, they feel emotionally connected and excited about the product and the service quality. This study’s purpose is examining the effect of brand (...) experience on customer engagement by using service quality as a mediator variable; this research was conducted by collecting data from 254 students of the iGeneration born in 1995. Overall, 254 students participated in this study. Of them, 172 people or 68% of the total respondents in this study were women, and 82 people or 32% were males. The results show no direct effect of brand experience on customer engagement, and there is a role for service quality mediators that mediate brand experience and customer engagement. The results are discussed, and the implications for the organization are mentioned. (shrink)

The research analyzes the teledentistry service applied in health services during COVID-19, studying the quality of the teledentistry service and the level of satisfaction of patients treated with this care model. A sample of 341 patients was worked on, using the SERVQUAL model. The results showed a statistically significant relationship between quality of service in teledentistry and patient satisfaction (p<0.05), where 34.9% patients perceived low quality of service and dissatisfaction, while 33.7% were pleased (...) with the care. We conclude that, given the dental health difficulties, the population of the Peruvian central jungle is dissatisfied with the teledentistry service. (shrink)

This study was designed to determine the quality of service through the evaluation of hospitalized patients. An analysis of hospitalized patients’ subjective feelings towards service quality was carried out, in the context of the application of the SERVQUAL method. The pilot study was conducted in a Silesian hospital in a group of 29 young patients diagnosed with kidney disease. The study used a standard sheet of 22 SERVQUAL statements and an analysis of the significance of the (...) 5 areas of quality material important for the patient. According to the respondents, the most important of the 5 features that influence the quality of life is the ability of the ward staff to provide adequate medical services The least important were the aesthetics and ergonomics of rooms. Service quality gaps were seen in all the five dimensions as well as in the overall service quality. Hence, the following conclusions could be made: 1. The SERVQUAL method helps to identify discrepancies between perceptions of patients’ expectations in all the dimensions of quality of medical services. 2. For patients, the least important is the material dimension, whereas the one most affecting them is the dimension associated with the reliability of medical services. 3. An improvement of the level of satisfaction with the quality of medical services requires proper planning and effectiveness of implementation of health care services. 4. Research should be conducted on a larger population of patients. (shrink)

Universities contribute to shaping the identity of a nation with their major university social responsibility in addition to their academic purposes and corporate strategies. In Saudi Arabia with Vision 2030, universities are facing a transformation in adapting to the societal changes and implementing a socially responsible management, considering the satisfaction of their most important stakeholders and the quality of services offered to them. This study aims to explore how USR fulfills the societal changes in Saudi Arabia from the perspective (...) of university students in addition to inspecting USR’s relationships with the students’ satisfaction and the quality of services offered to them. A self-report study was conducted with 350 undergraduate students in the Faculty of Social Sciences in a Social Work program at a University in the Western region of Saudi Arabia. An inside–outside map of USR was applied to investigate the relationships among USR’s aspects. The study results demonstrated a moderate level of agreement by students toward the university’s fulfillment of its USR, quality of services offered to them, and their satisfaction. In contrast, the results of a regression analysis revealed that all USR aspects could explain only 13% of the students’ satisfaction. Legal responsibilities, among all USR aspects, exhibited the highest influence on students’ satisfaction. Gender differences existed in favor of female students’ perceptions toward the university’s fulfillment of its USR. The I–O map provided interesting insights to interpret the correlations among all USR aspects under the influence of societal changes that have occurred under Saudi Vision 2030. (shrink)

In a communication network with a source node, a multicast tree is defined as a tree rooted at the source node and all its leaves being recipients of the multicast originating at the source. The tree or bandwidth cost is normally measured by its utilization of tree links along with the quality of service measures such as delay constraint and end-to-end delay. However, if nodes are allowed to join or leave the multicast group at any time during the (...) lifetime of the multicast connection, then the problem is known as dynamic multicast routing problem. In this article, we combine a greedy approach with static multicast routing using Tabu Search to find a low-cost dynamic multicast tree with desirable QoS parameters. The proposed algorithm is then compared with several static multicast routing algorithms. The simulation results show that, on a large number of events, i.e., where nodes are leaving or joining, the proposed algorithm is able to find multicast trees of lower cost and more desirable QoS properties. (shrink)

The outbreak of the COVID-19 pandemic had an impact on the global economy, including the provision of health services, with medical facilities and patients cancelling or postponing medical appointments. An alternative to in-person appointments was through the available forms of telemedicine. Scientific reports around the world have suggested that the accessibility and quality of health services declined. The aim of this study was to investigate the accessibility and quality of health services in Poland and to verify whether there (...) were differences between men and women in this respect. The study was based on the authors’ own survey questionnaire filled in by 265 respondents, including 181 women, 82 men, and 2 persons without a defined gender. The study revealed that during the COVID-19 pandemic, the accessibility and quality of health services declined. Additionally, women were more likely to use general and specialist health services than men, but a comparison of changes in the assessment of accessibility and quality of services by gender revealed no differences in the assessment of accessibility and quality. (shrink)

With the rapid development of Internet of Things technology, the energy consumption of service composition in the IoT environment is a key problem to be studied. At present, the problems of service composition in the IoT environment mostly focus on the evaluation research based on quality of service, ignoring the overall energy consumption in the process of dynamic configuration of service composition. Therefore, we construct the service composition structure for the IoT and propose the (...) QoS evaluation model and energy evaluation model for the service composition in the IoT environment. Considering that the service composition in the Internet of things environment is NP hard, moth algorithm is successfully applied to the QoS evaluation model and energy evaluation model. The simulation results reveal that MFO has good optimization effect in the abovementioned models, and the optimization effect of MFO is improved by 8% and 6% compared with the genetic algorithm and particle swarm optimization, so as to realize the green energy strategic management of QoS composition in the environment of IoT. (shrink)

BackgroundIn the 1970s, the Federal Trade Commission declared that allowing medical providers to advertise directly to consumers would be “providing the public with truthful information about the price, quality or other aspects of their service.” However, our understanding of the advertising content is highly limited.ObjectiveTo assess whether direct-to-consumer medical service advertisements provide relevant information on access, quality and cost of care, a content analysis was conducted.MethodTelevision and online advertisements for medical services directly targeting consumers were collected (...) in two major urban centres in Nevada, USA, identifying 313 television advertisements and 200 non-duplicate online advertisements.ResultsBoth television and online advertisements reliably conveyed information about the services provided and how to make an appointment. At the same time, less than half of the advertisements featured insurance information and hours of operation and less than a quarter of them contained information regarding the quality and price of care. The claims of quality were substantiated in even fewer advertisements. The scarcity of quality and cost information was more severe in television advertisements.ConclusionThere is little evidence that medical service advertising, in its current form, would contribute to lower prices or improved quality of care by providing valuable information to consumers. (shrink)

The aim of the article is to present the results of bibliometric analyzes of scientific papers on the quality management of medical services published in 2001–2017 and indexed in the Scopus database. The analysis uses basic techniques of bibliometric analysis with the technical support of VOSviewer software. The publication proposes an original procedure for analyzing the literature on the subject. The results of the study allowed to determine the trends in the number of publications from 2010 to 2017. At (...) the same time, an analysis of areas of science was presented, in which issues related to the management of the quality of medical services were analyzed, as well as citation of main authors and research centers. The whole analysis concerning the topic of quality management of medical services and bibliometric analysis of scientific works on the concepts and interrelations studied has identified the main six clusters that related to the management of quality of medical services ranging from broadly understood changes in healthcare organizations, internal quality management factors, development issues and education, regulation and standardization of the concept of quality improvement, and technological aspects of quality management in medical services. It seems, therefore, that the conducted studies can be considered as a specific guide for those interested in risk and uncertainty, despite the fact that they are not free of restrictions, for example, due to the narrowing of the time or criteria concerning the types of documents examined. In this context, the analyzes carried out give a wide range of opportunities to propose new research ideas on the above issues in contemporary organizations. (shrink)

Dysfunctional customer behavior is common in service settings. For frontline employees, negative encounters can cause short-term despondency or have profound, long-term psychological effects that often result in both direct and indirect costs to service firms. Existing research has explored the influence of dysfunctional customer behavior on employee emotions, but it has not fully investigated the psychological mechanism through which customer misbehavior transforms into employee responses. To maintain service quality and employee well-being, it is important to understand (...) the impact of customer misconduct on employee emotions and its effect on subsequent service behavior. To assess the process through which dysfunctional customer behavior manifests as negative emotions in frontline service employees, and the influence of negative employee emotions on their prosocial service behavior, we surveyed 185 frontline banking service employees. We sought information on service employee experiences, attitudes, and feelings regarding dysfunctional customer behaviors, the perceived level of supervisor support, and employee prosocial service behavior intentions. Structural equation modeling and hierarchical linear modeling were used for statistical analysis and hypothesis verification. Results indicate that dysfunctional customer behavior has a positive relationship with bank service employee negative emotions and a negative influence on employee prosocial service behavior. The study found that negative emotions fully mediated the relationship between dysfunctional customer behavior and prosocial service behavior. The moderating role that perceived supervisor support plays on the relationships between dysfunctional customer behavior and negative emotion was also investigated. The results show that perceived supervisor support moderates the relationship between dysfunctional customer behavior and negative employee emotions. Finally, the study provides bank managers with effective strategies to assist frontline employees to manage and deter dysfunctional customer behavior, and presents employees with internal recovery strategies when encountering dysfunctional customer behavior. (shrink)

Entendemos que promover a qualidade na educação para crianças pequenas é uma das metas da Educação Básica brasileira e que, nesse sentido, há ainda muito por fazer no cenário nacional. Desse modo, busca-se inspiração na experiência de décadas do trabalho nos serviços educativos com crianças pequenas na Itália para pensar peculiaridades da etapa Educação Infantil que contribuam para qualificá-la. Assim, este artigo propõe-se a discutir aspectos relacionados à qualidade dos serviços educativos destinados a crianças pequenas na Itália. Para analisar a (...) questão posta, apoiamo-nos em Galardini e Malaguzzi. O estudo segue delineamento qualitativo e parte da observação de serviços educacionais na cidade de Pistóia, região da Toscana, na Itália, durante período de estágio de doutoramento no ano de 2018. Dessa observação, emergem categorias que serão problematizadas: a formação do professor que atua com crianças pequenas, o papel do coordenador pedagógico nas escolas e, por fim, a relevância do espaço, seja interno ou externo, como um princípio educativo. Aponta-se como resultados que qualificar o espaço nos serviços educativos significa construir um ambiente bem dimensionado e articulado às demandas infantis e que o coordenador pedagógico e os educadores são profissionais fundamentais para garantir a qualidade nos serviços ofertados. (shrink)