The prominence of business services in the global economy has become self-evident. The amount of money involved in sales of products and services to business buyers are ever-increasing and much higher than those to individual consumers (Kotler, 2003, Jackson and Cooper, 1988). As organizations...

This paper looks at how process orientation can be measured using data from one large European University hospital. After a restructuring in divisions and the implementation of the care programs and clinical pathways, hospital management came to the conclusion that they had no tools to evaluate...

This is the first field study examining the link between waiting and various dimensions of service quality in outpatient clinics. We investigated pre-process waiting in 9 outpatient clinics in a single hospital to test the effect of selected waiting experience variables on the evaluation of...

Despite the growing body of literature on different employee behaviors such as organizational citizenship behavior or boundary spanning behavior, few research studies have investigated the impact of both in-role and extra-role behavior on performance outcomes, especially in business services...

With firms concentrating on core competencies, more emphasis has been placed on outsourcing and the dealing with external sourcing agents. This has lead to a stronger academic focus on buyer-seller exchanges and the corresponding mechanisms for governing these exchanges. This paper gives an...

Research paper<br> Purpose<br> Despite the increased outsourcing of support services and their growing impact on the business industry, academic research on support services is not extensive. The purpose of this study is to examine the impact of support services on the satisfaction of end-users – i.e....

Hospital Physician Relationships (HPRs) are of major importance to the health care sector. Drawing on agency theory and social exchange theory, we argue that both economic and noneconomic integration strategies are important to effective management of HPRs. We developed a model of related...

Given the importance of meaningful audience segmentation in creating effective health advertisements, this study proposes a new segmentation approach based on a theoretical structure of eight fundamental consumer needs. The authors demonstrate the usefulness of this new method in the process of...

Although there has been growing studies of the effects of training on firm performance, research attention has been limited to the contextual conditional that moderate the training- firm performance relationship. In this study, we used a contingency approach to examines the relationship between...

We show the relevance of government expenditure inefficiency using the Barro(1990) model. We estimate government inefficiency for 52 developing countries using a data envelopment analysis. The estimated inefficiencies are subsequently used in a general-to-specific approach in order to identify...