| 1. |
- Hartono, Markus, 1978, et al.
(author)
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Exploring the mediating role of affective and cognitive satisfaction on the effect of service quality on loyalty
- 2015
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In: Total Quality Management and Business Excellence. - : Informa UK Limited. - 1478-3371 .- 1478-3363. ; 26:9-10, s. 971-985
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Journal article (peer-reviewed)abstract
- This research aims to test the mediating role of both affective and cognitive satisfaction on the effect of service quality on loyalty. Affective satisfaction is represented by Kansei Engineering-based measures and cognitive satisfaction is represented by overall customer satisfaction. The study is based on a survey through personal interviewing and face-to-face questionnaire. There were 102 respondents from 24 hotels ranging from three-star to five-star hotels in Surabaya, Indonesia. There arefour latent variables, namely, service quality, overall customer satisfaction, Kansei and loyalty. We found that both overall customer satisfaction and Kansei partiallymediate the relationship between service quality and loyalty (approximately 52% mediation effects). In particular, the two mediators, namely, Kansei and overallcustomer satisfaction, account for 24% and 28% of the effect of service quality on loyalty, respectively. This research complements the previous research by takinginto account both cognitive and affective satisfaction as mediators at the same time. It is shown that the two-mediator model fits the data better than using one mediator or no mediator. The generalisation of the results from the study is limited because of the relatively small sample size in a single service setting.
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| 2. |
- Hartono, Markus, 1978, et al.
(author)
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What difference does the gig mobility service make in the workers’ human needs structure?
- 2021
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In: International Journal of Industrial Ergonomics. - : Elsevier BV. - 1872-8219 .- 0169-8141. ; 82
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Journal article (peer-reviewed)abstract
- This paper aims to compare and contrast the perceived psychological experience of the traditional versus gig mobility service workers with respect to their human needs structure. Gig mobility service here refers to on-demand transportation service enabled by an online platform. Both qualitative and quantitative research methods were used. Using the perspective of ERG (Existence, Relatedness and Growth) theory, we first explored the field using in-depth interviews and observations of both worker groups. Based on the qualitative findings, we formulated the quantitative measures for the corresponding constructs. The constructs’ relationship and paths differences between the two groups were analyzed statistically using partial least square path modeling (PLS-PM) method. The differences between the two groups were categorized into four quadrants, highlighting what both groups have and do not have, as well as what one group has but not the other. It was found that the gig mobility service resulted in not only more relationships among the constructs, but also generally higher perceived well-being for the workers. It seems that the gig mobility service has so far been promising in meeting workers human needs despite its long-term uncertainty. This study is among the few studies on understanding in which way the technology has changed the mobility service actors seen as workers, rather than sellers or users.
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| 3. |
- Baggia, Alenka, et al.
(author)
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Awareness and attitude towards Green IS in Slovenian enterprises
- 2016
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In: Organizacija. - : Walter de Gruyter GmbH. - 1581-1832 .- 1318-5454. ; 49:1, s. 15-27
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Journal article (peer-reviewed)abstract
- Background: This study draws upon the use of Information Systems in support of achieving sustainability, known as Green IS. Furthermore, this study builds on the premise that Green IS offers the opportunity for organizations to act proactively in terms of environmental preservation as well as to mitigate the effects of global climate change and other environmental problems. Aim: In particular, this study aims to assess the extent of awareness among managers regarding the use and the acceptance of Green IS in Slovenian enterprises. Method: Using empirical data based on a large-scale survey among senior managers within Slovenian enterprises this study utilized several statistical methods (such as t-test, analysis of variance and multiple linear regression) to analyse the research questions. Results: In general, findings seem to suggest that institutional mechanisms might be a plausible explanation for differences regarding the attitude towards Green IS adoption. For instance, enterprises with at least one implemented sustainability related certificate expressed higher levels of willingness to use Green IS in order to facilitate the achievement of sustainable development. Moreover, the results of the regression analysis revealed that both Institutional Mimetic pressure and Internal Environment Impact has positive impact on Green IS adoption. Conclusion: The main conclusion is that the internal environmental impact is considered the most influential factor of the attitude towards Green IS adoption. The culture or individual perception of managers and employees play an important role in the Green IS adoption. Indeed, enterprises that have no intention of improving their environmental performance, but adopt Green IS by the means of seeking legitimacy among external stakeholders, cannot provide a sustainable improvement in environmental management.
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| 4. |
- Dahlin, Sara, 1980, et al.
(author)
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Investigating lead time, cost and patient pathways of breast cancer care: a comparative study of four hospitals in Sweden
- 2016
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In: International Forum on Quality and Safety in Healthcare, April 2016.
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Conference paper (other academic/artistic)abstract
- Introduction:This paper aims to provide support for quality improvement in breast cancer care in Sweden. Using qualityregister data from 2009-2012 with approximately 2630 patients in four hospitals, we would like to answerthree questions: (1) Is there a hospital which has the shortest lead time and/or lowest cost thus serving as arole model? (2) Is there a typical way of working, in terms of patient pathways, that leads to shorter lead timeand/or lower cost? (3) Does shorter lead time imply lower cost? The results of this research will be useful forinter-organizational learning among the hospitals for creating better breast cancer care.Methods:Descriptive statistics is used to analyze the lead times to surgery and subsequent treatments (radiation andchemotherapy) and cost per patient for each hospital. Process mining using ProM software is used forunderstanding patients’ pathways. For all hospitals, the lead time and cost are categorized into three groups,namely, short or low, moderate, and long or high. The grouping uses discretization technique in such a way thatthe low-cost or short-lead time class corresponds to set goals and the moderate group will be the majority ofthe cases. The analysis is carried out within and across hospitals. The relationship between low/high cost care,short/long lead time and patient pathways are investigated visually and cross-checked with the practitioners.Results: Results show that lead times often exceed set goals and this is especially true for time betweensurgery and radiation. Two hospitals seem to achieve a better result here, and one of these hospital alsoappear to stand out positively from the other three hospitals in terms of lead time from diagnosis to surgery.The two hospitals above also have a larger percentage of low-cost patients than the other two hospitals.Pathway mapping revealed differences in the use of personnel resources among the hospitals. Generally, thereseems to be a relationship between the unique pathways and the cost. Across hospitals, the low cost group hasa lot less unique pathways. This can imply that the deviation from the common clinical pathway may lead tohigher cost.Discussion: This work shows how quality register data can provide useful information for improving breastcancer care. Based on the evidence, areas of improvement can be mapped for each hospital and how they canlearn from each other. This work provides a starting point for a more directed investigation into understandingpatient clinical pathways and towards explaining why some care costs a lot more than the others or why somepatients have to wait for such a long time.Declaration of competing interestsWe gratefully thank Regional Cancer Centre West for the funding of this research.
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| 5. |
- Dahlin, Sara, 1980, et al.
(author)
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Process Mining for Quality Improvement: Propositions for Practice and Research
- 2019
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In: Quality Management in Health Care. - 1063-8628 .- 1550-5154. ; 28:1, s. 8-14
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Journal article (peer-reviewed)abstract
- OBJECTIVE: Process mining offers ways to discover patient flow, check how actual processes conform to a standard, and use data to enhance or improve processes. Process mining has been used in health care for about a decade, however, with limited focus on quality improvement. Hence, the aim of the article is to present how process mining can be used to support quality improvement, thereby bridging the gap between process mining and quality improvement. METHOD: We have analyzed current literature to perform a comparison between process mining and process mapping. RESULT: To better understand how process mining can be used for quality improvement we provide 2 examples. We have noted 4 limitations that must be overcome, which have been formulated as propositions for practice. We have also formulated 3 propositions for future research. CONCLUSION: In summary, although process mapping is still valuable in quality improvement, we suggest increased focus on process mining. Process mining adds to quality improvement by providing a better understanding of processes in terms of uncovering (un)wanted variations as to obtain better system results.
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| 6. |
- Dahlin, Sara, 1980, et al.
(author)
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Relationship between patient costs and patient pathways
- 2019
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In: International Journal of Health Care Quality Assurance. - 0952-6862. ; 32:1, s. 246-261
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Journal article (peer-reviewed)abstract
- Purpose – The purpose of this paper is to identify actual (as-is) patient pathway variation among breast cancer patients and to investigate the relationship between pathways and the cost incurred by patients. Design/methodology/approach – Both quantitative and qualitative methods were employed to analyze data from four Swedish hospital groups. Quantitative methods include event-log data mining and statistical analyses on the related patient cost from the Swedish breast cancer quality registry and case-costing system. Qualitative methods included collaboration with and interviewing domain experts. Findings – Unique pathways, followed by only one patient, were generally costlier than the most and less frequent pathways. Earlier study findings are confirmed for mastectomy patients, withmore frequent pathways having a lower cost, whereas contradicting and inconclusive results emerged for the partial mastectomy patient groups. Highest variation in pathways was identified for patients receiving chemotherapy. Practical implications – The common belief – if one follows a standardized patient pathway, then the cost will be lower – should be re-examined based on the actual pathways that occur in reality. Originality/value – The relationships between patient pathways and patient cost allow more complex insights, beyond the general causal relationship between successfully implementing a “to-be” care pathway and lower cost. This highlights data-driven research’s importance, where actual pathways (as-is) provide more useful information than to-be care pathways.
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| 7. |
- Eriksson, Erik, 1977, et al.
(author)
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Exploring complaints by female and male patients at Swedish hospitals using a probabilistic graphical model
- 2018
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In: Scandinavian Journal of Caring Sciences. - : Wiley. - 0283-9318 .- 1471-6712. ; 32:3, s. 1148-1156
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Journal article (peer-reviewed)abstract
- Background: Patients’ complaints have been highlighted as important for constructively improving healthcare services. In so doing, it may be important to identify disparities in experiences based on patients’ demographics, such as sex. Aim: To explore hospital recorded complaints addressing potential sex differences and whether complaints were reported by the patient or a relative. Methods: Quantitative study of all 835 closed patient complaints during 2013 at three mid-sized hospitals in Sweden. The complaints were categorisation based on perceived quality theory and analysed using a probabilistic graphical model. The findings were validated through qualitative interviews. Findings: Female patients were more likely than male patients to report dissatisfaction with interpersonal issues, whereas male patients were more likely to report dissatisfaction with administration. If a complaint from a male patient had been reported by a relative, the matter was more likely to be interpersonal. Improvement suggestions were predominantly reported by staff. However, patients and relatives proved more likely than staff to report improvement suggestions when dissatisfied with interpersonal matters. Conclusion: Using a Bayesian network, this article suggests that complaints in health care should be more holistically understood and the factors should be viewed as interconnected. This article addresses complaints as an important source of identifying not only perceived healthcare deficiencies and sex disparities, but also improvement suggestions.
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| 8. |
- Gremyr, Ida, 1975, et al.
(author)
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A Framework for Developing and Assessing Eco-innovations
- 2014
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In: Greening of Industry Networks Studies. - Cham : Springer International Publishing. - 2543-0254 .- 2543-0246. ; 2, s. 55-79
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Book chapter (other academic/artistic)abstract
- This chapter presents a framework entitled “ECORE,” which aims to assist in developing and assessing radical eco-innovations. Our proposed framework seeks to address theoretical gaps and unresolved problems from three research fields – eco-innovation, quality management, and life cycle assessment. ECORE synthesizes ideas and concepts from these three fields into a set of key principles and practices that can further integrate sustainability into business practices. These key principles are based on the idea that stakeholder interactions should form the basis of eco-innovation, that a life cycle perspective should be adopted in the design stage of eco-innovation, and that stakeholder needs must be translated into eco-innovation characteristics throughout the design process. We illustrate our framework with a hypothetical example that focuses on reducing the environmental impacts of carbonated beverage consumption. The chapter concludes by presenting the views of practitioners that were invited to provide feedback on our proposals.
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| 9. |
- Gremyr, Ida, 1975, et al.
(author)
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Adapting the Robust Design Methodology to support sustainable product development
- 2014
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In: Journal of Cleaner Production. - : Elsevier BV. - 0959-6526. ; 79, s. 231-238
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Journal article (peer-reviewed)abstract
- Research on product development has pointed to a challenge in integrating sustainability considerations into existing engineering practices rather than adding additional sets of practices and tools. The question is what practices are suitable for consideration? One set of practices and tools, deemed suitable due to its focus on long-term impacts and customer focus, is Quality Management. Within this area, the Robust Design Methodology has a historic connection to sustainability vis-à-vis quality loss caused by a product not only to an individual customer, but to society at large. Hence, there appears to be a neglected connection to the sustainability area. This paper explores how efforts based on the Robust Design Methodology may better contribute to sustainability and, more specifically, to sustainable product development. This paper reviews earlier Robust Design Methodology case studies that reveal how it supports sustainability. However, the reviews also reveal that efforts so far have focused only on the manufacturing and use phases of a product's lifecycle. Hence, adaptations of the methodology are needed, such as more conceptual and qualitative tools and explicit inclusion of eco-design indicators as a response variable in, for example, Design of Experiments. Adapting the Robust Design Methodology enables meeting the key aspects of an eco-design tool: addressing early integration of environmental aspects in development processes, having a lifecycle approach, and being a multi-criteria approach.
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| 10. |
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