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ABSTRACT: In this study, frontline employees from a sample of New Zealand private sector hospitals completed a self-administered questionnaire
on organizational variables affecting their service recovery efforts, their job satisfaction and intentions to resign. The
results identify significant relationships between perceived managerial attitudes, work environment perceptions, service recovery
performance and outcomes variables. The research advances understanding of frontline service recovery performance in a private
healthcare setting and the findings indicate that healthcare managers can take actions on a number of fronts to assist progress
toward the achievement of frontline service recovery excellence.
En el presente estudio empleados al público de una muestra de hospitales privados en Nueva Zelanda completaron un cuestionario
autoadministrado relativo a las variables organizativas que influian sobre su esfuerzo en el servicio de atención al paciente,
su satisfactión en el trabajo y sus intenciones de renuncia. Los resultados obtenidos muestran relaciones significativas entre
las actitudes percibidas del equipo directivo, las percepciones del ambiente de trabajo, el desempeño en el servicio de atenciñn
al paciente y las variables de resultados. La investigatión realizada profundiza en el conocimiento del desempeóo de cara
al público del servicio de atenciún al paciente en el marco de la sanidad privada, y los resultados indican que los gerentes
sanitarios deben llevar a cabo acciones en diversos frentes a fin de progresar en el objetivo de lograr la excelencia en la
atención al póblico en este tipo de servicios.
International Review on Public and Nonprofit Marketing 04/2012; 1(2):57-74.
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ABSTRACT: Purpose – This study aims to extend previous research on the relationship between role stressors and symptoms of burnout by examining the influence of job resourcefulness as a situational personality trait in the burnout process, and its impact on service recovery performance. Using data from call centre frontline employees (FLEs) in New Zealand, it seeks to investigate the moderating influence of job resourcefulness on the relationships between role stressors, burnout symptoms and FLE service recovery performance. Design/methodology/approach – In this study, call centre FLEs completed a self-administered online survey questionnaire on role stressors, emotional exhaustion, depersonalisation, job resourcefulness and service recovery performance. Data were analyzed using structural equations modelling (SEM) by means of LISREL 8.53. Findings – The results show that job resourcefulness buffers both the dysfunctional effects of role stressors on symptoms of burnout and the effects of role stressors on FLE service recovery performance. Research limitations/implications – Limitations of the study include the generalisability of the findings within one organisational context. Suggestions for future research include an examination of other personality traits specific to FLE jobs such as customer orientation. Practical implications – The research advances understanding of the relationships between role stressors, emotional exhaustion, depersonalisation, job resourcefulness as a situational personality trait and FLE service recovery performance in a call centre environment. The findings highlight the value of job resourceful FLEs, and suggest a number of practical implications for the identification, recruitment and retention of call centre FLEs. Originality/value – No attention has been given to examining the role of situational personality traits and their effect on the burnout process. By extending previous research on the relationship between role stressors and burnout symptoms, this study investigates the impact of job resourcefulness in the burnout process and in influencing the service recovery performance efforts of call centre FLEs directly.
Journal of Services Marketing 07/2009; 23(5):338-350. · 0.62 Impact Factor
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ABSTRACT: We present and test a model of behavioural job outcomes grounded in Bagozzi's (1992) reformulation of attitude theory in the important and novel context of a former public sector government department that has undergone corporatisation. Frontline employees (FLEs) completed a self-administered questionnaire on how factors characterising management commitment to service quality (MCSQ) affect their job satisfaction and organisational commitment, and how these job attitudes impact service recovery performance and turnover intentions. Data obtained from the FLEs were analysed using the SEM-based Partial Least Squares (PLS) methodology. Results suggest there is a significant influence of MCSQ on job attitudes, which in turn influence service recovery performance and turnover intentions. Implications of the results and further research directions are discussed. [ABSTRACT FROM AUTHOR] Copyright of Journal of Strategic Marketing is the property of Routledge and its content may not be copied or emailed to multiple sites or posted to a listserv without the copyright holder's express written permission. However, users may print, download, or email articles for individual use. This abstract may be abridged. No warranty is given about the accuracy of the copy. Users should refer to the original published version of the material for the full abstract. (Copyright applies to all Abstracts.)
Journal of Strategic Marketing. 12/2008; 16(5):437-462.
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ABSTRACT: Purpose – A key objective of the 5th Annual Pharmaceutical Congress “Marketing ROI for Pharma” conference was to illustrate how in the midst of a very turbulent environment, and with higher demand for pharmaceutical marketers to deliver bigger profits from increasingly smaller promotional budgets, there are a few critical decision areas that, if addressed appropriately, can help to deliver better return on investment (ROI). This commentary paper aims to provide a summary of what was discussed. Design/methodology/approach – Given access to the conference presenters' original materials, the authors condensed the presentations into a summary article with reference to some recent academic work in the area. Findings – The article summarises the presentations of a number of European pharmaceutical industry practitioners, healthcare professionals and government policy personnel in their assessments of the turbulent European pharmaceutical industry environment and the challenges associated with optimising ROI from promotional spending. Practical implications – The entire paper summarises recent industry practice in Europe regarding how to optimise pharmaceutical ROI with respect to marketing activities and provides actual examples of how to do this. Originality/value – Primarily targeting pharmaceutical industry practitioners, this paper provides a timely and thorough resource for those industry personnel charged with the mission of maximizing pharmaceutical marketing ROI.
International Journal of Pharmaceutical and Healthcare Marketing 07/2007; 1(2):174-189.
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ABSTRACT: Purpose – The purpose of this paper is to examine the bases of positive relations between suppliers and purchasers of healthcare services. In doing so, it examines the nature of cooperation between the providers of healthcare services (hospitals) and those who commission and purchase healthcare on behalf of patients (regional health authorities) and makes specific recommendations as to how cooperation can be better realized. Design/methodology/approach – The paper employs a qualitative interview approach for gathering and analyzing major stakeholder (provider and purchaser) perceptions of their interorganizational relations and how these interactions impact on the quest of the healthcare provider to meet the needs of the community they serve. Findings – The paper identifies and groups relevant variables into four major themes or “core categories” that characterize purchaser-provider stakeholder cooperation. These themes represent provider and purchaser views on those factors characterising stakeholder relationships within the purchaser-provider dyad. This is followed by a number of suggestions as to how to improve the nature of cooperation between these stakeholders. Practical implications – Extending practitioners' understanding of the nature of these inter-related factors may lead to better insights of how interorganizational relations and partnerships might be managed more proactively throughout the healthcare value chain. Strategies to foster stakeholder cooperation are also suggested. Originality/value – In the extant literature, there is a paucity of research that has illustrated multi-stakeholder perspectives in the public sector. This paper explores the perceptions of two main stakeholders in public healthcare to map and assess management issues influencing purchaser-provider cooperation.
International Journal of Pharmaceutical and Healthcare Marketing 04/2007; 1(1):12-26.
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ABSTRACT: Very little attention has been given to understand the antecedents of service recovery performance in a public healthcare setting. In this study, a cross-sectional survey investigates a model of service recovery performance. Frontline hospital employees completed a self-administered questionnaire on how factors characterising management commitment to service quality (MCSQ) affect their service recovery efforts. The results suggest the influence of MCSQ is mediated by frontline employees' affective commitment to their hospital. The research advances understanding of frontline service recovery performance in a public healthcare setting and the findings indicate that public healthcare managers can take actions on a number of fronts to assist progress towards the achievement of frontline service recovery excellence. Copyright © 2006 John Wiley & Sons, Ltd.
International Journal of Nonprofit and Voluntary Sector Marketing 11/2006; 11(4):271 - 287.
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ABSTRACT: Frontline employees (FLEs) in a large state-owned enterprise (SOE) completed a self-administered questionnaire on job demand stressors affecting their service recovery efforts, their organisational commitment, and job satisfaction. Analysis of the data identified a number of significant relationships between these stressors, service recovery performance and job outcome variables. The study makes an important contribution by advancing understanding of those job stressors that influence frontline service recovery performance and job outcomes in an SOE in the globally relevant context of former public sector government departments embracing ‘New Public Management’ through corporatisation. The findings indicate that managers can take actions on a number of fronts to assist progress toward the achievement of frontline service recovery excellence, organisational commitment, and job satisfaction.
Journal of Retailing and Consumer Services 15(1):22-31.
