常州市综合性医院患者忠诚度及其影响因素分析

本文通过横断面调查法,深入开展综合性医院患者满意度和忠诚度的研究,分析患者满意度和忠诚度的关系及其影响因素,对提升医疗服务水平,提高患者忠诚度有直接指导意义,为提高医院医疗服务水平提供参考依据,促进医院健康持续发展。     

Marketing Is from Mars,IT Is from Venus: Aligning the Worldviews for Firm Performance

A typical firm is operated by multiple functional managers who may collaborate as well as compete to achieve firm performance. In the digital age, firm performance is essentially customer‐dependent and technology‐dependent, with both marketing and information technology (IT) playing key roles. Unfortunately the two functions often have very different worldviews. We show how these differences can damage firm performance, and suggest ways to mitigate this damage. We build a worldview difference model, synthesized from multiple disciplines. The model is tested using both matched and nonmatched observations from marketing and IT managers, and is analyzed with hierarchical linear models using both perceptual and objective firm performance data over a 4‐year period. We find that differences between the beliefs and perceptions of marketing managers and IT managers generate a negative impact on firm performance, and suggest appropriate technology‐culture associations to effectively align their worldviews for firm performance. To improve firm performance, a cross‐functional appreciation for market and technology drivers can be achieved by making marketing managers more learning‐oriented and by providing IT managers a culture that is congruent with technology.     

Customer integration,fairness perceptions,and silent endurance in digital versus human service interactions

Growing digitization is accompanied by a concomitant increase in customer integration, making the customer an even more integral part of service settings, to the extent that customers even may replace employee labor. Customer integration can have positive effects for service firms and customers, but it also threatens some negative effects that have not been studied closely. This study proposes silent endurance as a neglected outcome of customer integration, caused by violations of customer fairness perceptions. In line with fairness heuristic theory, providing more input for the same output may reduce perceptions of distributive fairness. Four studies test this theorizing (one critical incident study and three experiments) to investigate the effect of being integrated on customers’ distributive fairness and silent endurance. Stable results across studies show that distributive fairness mediates the link between customer integration and silent endurance; offering monetary advantages can offset integration-induced losses of fairness perceptions. These findings thus have both theoretical and managerial implications.     

品牌权益视角下电视节目品牌与节目忠诚度关联研究——基于湖南卫视王牌综艺娱乐类节目的个案研究

在过往关于电视综艺节目品牌的研究中,常将其中两大独立品牌(节目、主持人)割裂开来审视,忽视了两者共属于同一品牌空间的内在联系.从品牌权益理论出发,初步构建出一套适用于节目品牌与主持人品牌之品牌权益的测量评估模型.以湖南卫视王牌综艺娱乐类节目为案例,通过问卷调查法(Ⅳ=450)探讨了电视综艺节目品牌及其主持人品牌间的关联.研究发现,电视综艺节目品牌权益和主持人品牌权益不仅能分别作用于节目忠诚度,且二者间借由“品牌合作”策略形成品牌综效.另外,主持人吸引力、节目品牌知觉、节目品牌形象以及主持人自主性等要素对创造节目忠诚度起到至关重要的作用.     

Examining Pathways from Innovation Orientation to Patient Satisfaction: A Relational View of Healthcare Delivery*

The federal government and industry leaders view innovation as a potentially fruitful way to improve hospital performance, specifically patient satisfaction. However, translating a hospital's innovation orientation into improved performance is challenging given that important network participants—namely physicians—may possess different aims. Grounded in Relational RBV, this study tests a model linking innovation orientation to patient satisfaction through a pathway of knowledge‐sharing routines (physician partnering and customer relationship management) and complementary capabilities (hospital responsiveness). Further, this study investigates the moderating role of physician employment (a form of governance) by examining hospitals with high and low levels of employed physicians. Structural Equation Modeling results from a paired sample of primary survey and secondary data from 173 acute care hospitals in the USA reveal the following. Hospitals with high levels of employed physicians translate innovation orientation into patient satisfaction by using customer relationship management (CRM) programs to influence hospital responsiveness directly, ultimately leading to patient satisfaction. Hospitals with low levels of physician employment use CRM programs in a fully mediated fashion to inform physician partnering activities, which influence hospital responsiveness, driving patient satisfaction.