• Korea Journal of Hospital Management
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• v.14 no.1
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• pp.99-122
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• 2009

In this study, the authors developed typologies of failures and recovery strategies in healthcare services, adopting the research framework of Kelley et al.(1993), Hoffman, et al.(1995), and Forbes et al.(2005). Data were collected form a sample of 559 respondents recruited in several regions of Korea through self-administered questionnaires. Data collection was done at hospitals and clinics respondents were visiting. The study has identified typologies of 21 failures and 10 recovery strategies in health care services. Results shows that "insufficient explanation by doctors" was the most frequent service failure followed by "insincere attitude of administrative employees" and "insincere attitude of nurses. "The type of recovery (compensation) that most of the respondents have received was apology from the healthcare service providers while the recovery that most respondents wanted to receive was sufficient explanation, suggesting that there is a significant gap between what is wanted and what is offered. Implications for healthcare service providers as well as limitations of the current study were discussed. Directions for further research were also suggested.

• The Journal of Asian Finance, Economics and Business
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• v.9 no.1
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• pp.93-103
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• 2022

The main purpose of this study was to gauge the patient satisfaction index and subsequently discuss the Importance-Performance (IP) matrix analysis of the inpatient services in the context of the private hospital setting. The Malaysian Customer Satisfaction Index Model was employed as the theoretical framework for the above purposes. This study involving 242 patients in Malaysian's private healthcare sector used a Web-based survey as the main method of data collection. Partial least square structural equation modeling (PLS-SEM) was utilized for data analysis. Using Fornell et al. (1996)'s formula, the resulting patient satisfaction index was slightly lower than the "very satisfied" category, the target level required for positioning as one of the world's premier medical tourism players. The IP matrix showed that medical quality is the main competitive advantage of the private hospitals that can propel their growth in the global healthcare marketplace. The results also indicate that outcome quality, patient rights, and privacy, and service quality are the three quality domains that need to be prioritized for further improvement. On the other hand, the servicescape quality domain needs to be strategized as the unique selling proposition as the performance of the private hospitals in this regard is already extremely good.

• Journal of Distribution Science
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• v.19 no.1
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• pp.105-113
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• 2021

Purpose: The rural market in India provides tremendous scope for FMCG consumer healthcare companies to market their products because of a significant increase of rural purchasing power. Many empirical studies in this area highlight the challenges and opportunities for marketers in the FMCG space. Research articles are not in abundance to understand intermediaries' expectations in the supply chain specific to consumer healthcare products. The existing literature did not significantly address the challenges of channel partners in the rural market. The present study aims to determine the retailer expectations from manufacturers and channel members' mutual expectations in the FMCG distribution channel. Research design and Methodology: The present study adopted a qualitative research methodology. Fifty respondents from each level of distribution channel such as super-stockist, distributors and retailers in central India were identified and an interview method was adopted to collect the data. Results: Nineteen factors were identified to influence the intermediaries for involvement in the business with any FMCG brand. Factors like Profit margin, reverse logistics, credit terms, return on investment, timely payments were crucial for managing the expectations of all intermediaries. This study provides academic as well as practical implications in terms of enabling the industry to align its channel management strategies accordingly.

• The Journal of Society for e-Business Studies
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• v.24 no.1
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• pp.49-89
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• 2019

Many studies have been conducted on adoption of healthcare applications. However, few studies have paid their attention to continuous usage intention of healthcare applications even though success of healthcare applications is determined by Continuous usage intention rather than adoption. Therefore, this study tried to identify the factors affecting the continuous usage intention of healthcare applications and examined the relationship between them empirically. In addition, the role of gender and age in the relationship was investigated. The results showed that self-efficacy and innovation had a significant effect on perceived ease of use of healthcare application, while self-efficacy, health information seeking, and enjoyment had a significant effect on perceived usefulness. Perceived ease of use and usefulness showed positive impact on continuous usage intention of healthcare application. Finally, age and gender had a moderator effect the relationship between perceived usefulness and continuous usage intention. This study is expected to make contributions to the existing research by identifying the factors affecting the Continuous usage intention of healthcare applications, but also to give a guideline for managers who want to provide healthcare application services.

• The Journal of Society for e-Business Studies
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• v.23 no.1
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• pp.89-102
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• 2018

In this paper, the security characteristics of healthcare institutions were derived through analysis of previous research, and the characteristics and status of small and medium sized healthcare institutions were surveyed through field surveys of small and medium sized healthcare institutions. The security management evaluation model for small and medium sized healthcare institutions was designed and verified based on the security characteristics of small and medium healthcare institutions. For the design, we compared and analyzed existing security management system and evaluation certification system of healthcare institutions. We also confirmed the proposed security management evaluation model and the degree of sharing. In addition, we conducted validation for the statistical verification of the proposed security management evaluation model for small and medium sized healthcare institutions, and we performed the relative priority analysis through AHP analysis to derive the weight for each item. The result of this study is expected to be used as a standard of security management evaluation model that can be practiced in small and medium sized healthcare institutions.

• Health Policy and Management
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• v.11 no.3
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• pp.102-120
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• 2001

This paper examines the current situation and major impacts of e-business on healthcare industry: hospital, pharmaceutical, medical device and health-related internet sectors. Of the 137 samples collected with mail survey, the utilization rate of B2C e-commerce is 31.4% and B2B is 13.1%. And 74.5% of respondents remains the first development stage which represents the simple advertisement such as the one-way information offering. The key obstacle of expansion of health care e-commerce turns out to be the illogical and outdated medical-related law and institution. Finally, policy recommendations are proposed based on the evaluation of the current policy implemented by government.

• The Journal of Asian Finance, Economics and Business
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• v.7 no.9
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• pp.811-824
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• 2020

The aim of this study is to explore the effect of injustice perception on work alienation and the mediating role played by the employee's cynicism between injustice perception and work alienation in the healthcare sector in Oman. By utilizing a simple random sampling technique, data were collected using a questionnaire consisting of 306 nurses working in private healthcare providing organizations in Oman. The collected data was then analyzed using AMOS program through the Structural Equation Modeling (SEM). The results of study show that the levels of perception of injustice and cynicism of nurses in the private healthcare centers were low, while the work alienation was found to be at moderate level in these healthcare organizations. The findings of the empirical study reveal that injustice perception and employee's cynicism significantly affect work alienation. The impact of injustice perception in creating employee's cynicism was also observed. The hypothesis that the mediating role played by employee's cynicism in injustice perception and work alienation relationship was partially supported. Moreover, injustice perception and cynicism directly affect work alienation, therefore, these hospitals should consider organizational policies and procedures to achieve equality and justice among nursing personnel, and to eliminate the factors that cause cynicism and work alienation.

• The Journal of Society for e-Business Studies
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• v.21 no.4
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• pp.95-117
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• 2016

Entering aging society and increasing individual's interests on wellbeing lead to increasing demands of healthcare service and various healthcare related applications are providedon app market or Internet. These healthcare services could enhance user's health status if the users continuously use the service. In order to enhance effectiveness of a healthcare service, the service user should comply with recommendations or directions are provided by the service. However, previous studies of healthcare service are not considered effects of compliance intention on continuous usage. Hence, we tested how user's compliance intention effect on continuous usage intention of healthcare service based on theories of information system and medical information. Moreover, we found that compliance intention of users for healthcare service is an important factor on sustainability of healthcare service. Additionally, we investigated what factors are related with user's compliance intention.

• Korean Medical Education Review
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• v.18 no.2
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• pp.51-57
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• 2016

This literature review explores artificial intelligence (AI) technology trends and IBM Watson health and medical references. This study explains how healthcare will be changed by the evolution of AI technology, and also summarizes key technologies in AI, specifically the technology of IBM Watson. We look at this issue from the perspective of 'information overload,' in that medical literature doubles every three years, with approximately 700,000 new scientific articles being published every year, in addition to the explosion of patient data. Estimates are also forecasting a shortage of oncologists, with the demand expected to grow by 42%. Due to this projected shortage, physicians won't likely be able to explore the best treatment options for patients in clinical trials. This issue can be addressed by the AI Watson motivation to solve healthcare industry issues. In addition, the Watson Oncology solution is reviewed from the end user interface point of view. This study also investigates global company platform business to explain how AI and machine learning technology are expanding in the market with use cases. It emphasizes ecosystem partner business models that can support startup and venture businesses including healthcare models. Finally, we identify a need for healthcare company partnerships to be reviewed from the aspect of solution transformation. AI and Watson will change a lot in the healthcare business. This study addresses what we need to prepare for AI, Cognitive Era those are understanding of AI innovation, Cloud Platform business, the importance of data sets, and needs for further enhancement in our knowledge base.

• Journal of The Korea Institute of Healthcare Architecture
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• v.27 no.2
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• pp.7-14
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• 2021

Purpose: The purpose of this study is to provide an effective construction project cost estimation tool for preparing a business plan of healthcare facilities which can be practically used for development projects. Methods: In order to provide a tool for calculating construction project costs, this study analyzed the Building and Related Laws, the Building Technology Promotion Laws, the Ministry of Land, Infrastructure and Transport notifications and directives, the Ministry of Trade, Industry and Energy notifications, the detailed guidelines of the Ministry of Strategy and Finance, the Building Service Industry Promotion Acts, various certification standards, actual project budget calculation cases, etc. with advices from related experts. Results: 1) Construction cost is classified into construction costs, architectural design costs, supervision costs, incidental costs, and each sub-element. In particular, since there are many incidental cost items, essential items to be reviewed during planning are derived and costs are calculated according to appropriate consideration criteria. 2) Criteria for Payment calculation mainly applies the construction cost rate method or the actual cost fixed amount method in consideration of the characteristics and scope of work. Implications: There are many calculation factors that need to be applied to the construction project cost. Therefore, it is necessary to organize the calculation process more clearly.