This study attempts to promote the understanding of customer aggression in the health care sector. Based on empirical data collected in a large public hospital we identify situational characteristics that significantly predict the aggressive tendencies of patients and escorting family members...

Organizational routines are increasingly identified as an aspect of organizations that allows them to achieve the balance between adaptability and stability. We contribute to this discussion by showing that the connections that organizational routines make between people contribute to both...

Problem definition: Emergency Departments (EDs) impose a complicated service process on patients and accompanying family members (from now: people). ED patients typically encounter long waits, various procedures, and multiple staff members. People lack knowledge about the various elements their...