Service quality and perceived value of technology-based service encounters: evaluation of clinical staff satisfaction in Taiwan

被引：6
|
作者：
Hung, Chung-Jye [1 ]
Chang, Hsin Hsin [2 ]
Eng, Cheng Joo [3 ]
Wong, Kit Hong [2 ]
机构：
[1] Natl Cheng Kung Univ, Med Coll & Hosp, Dept Surg, Tainan 70101, Taiwan
[2] Natl Cheng Kung Univ, Dept Business Adm, Tainan 70101, Taiwan
[3] Min Hwei Coll Hlth Care Management, Gen Educ Ctr, Tainan, Taiwan
来源：
HEALTH INFORMATION MANAGEMENT JOURNAL | 2013年 / 42卷 / 01期
关键词：
Evaluation; Evaluation Methodology; Technology; Health Information Technology; Medical Staff; Knowledge; INFORMATION-TECHNOLOGY; RECORD ADOPTION; CUSTOMER VALUE; CARE; PERCEPTIONS; PHYSICIANS; FRAMEWORK; LOYALTY;
D O I：
10.1177/183335831304200104
中图分类号：
R19 [保健组织与事业（卫生事业管理）];
学科分类号：
摘要：
Previous research has evaluated technology-based service encounters (TBSEs) in the delivery of health care by assessing patient satisfaction. T his study examined service quality and perceived value of TBSEs used in health organisations from the perspective of clinical staff, with staff technology readiness as a moderator. A quantitative survey was conducted in Taiwan, across private and public healthcare organisations. Results showed that TBSEs had a direct effect on service quality and perceived value, which in turn had a direct effect on staff satisfaction in using TBSEs. However, service quality had no effect on perceived value when moderated by technology readiness. Theoretical and managerial implications of these findings are discussed.
引用
收藏
页码：29 / 36
页数：8
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