INFUSING SERVICE EXCELLENCE INTO HEALTHCARE SETTINGS
Although healthcare is a service-intensive industry, the quality of the service itself is infrequently studied in previous literature. In this dissertation, we look into the service aspects in healthcare settings and explore how to apply service operations strategies in healthcare settings to improve service quality, patient satisfaction, and healthcare organization performance. This dissertation is composed of three essays. In the first essay, we explore the U.S. healthcare customers' preferences and concerns of the healthcare system, and identify potential research opportunities. Using both qualitative and quantitative research methods, we analyze a multi-year survey data with 2,400 respondents. We also conduct a thorough literature review of Healthcare Operations Management articles published in the past decade. Comparing insights generated from the above mentioned two sources, we identify potential research opportunities. The first essay serves as the stepping stone of my dissertation and points out research directions. Leveraging insights from my first essay, I then focus on how service excellence can be achieved in more specific situations in healthcare settings. In the second essay, we explore how does Information Communication Technology in healthcare delivery impact patient perceptions of care received. Using a mix of quantitative (i.e., Generalized Linear Model with binomial distribution on a Logit link) and qualitative (i.e., content analysis) methods, we analyze a multi-year survey data with 1,600 respondents. We find that the majority of patients hold positive opinions about ICT in healthcare delivery. Reasons why patients support or oppose ICT in healthcare delivery are also explored. In the third essay, we examine the service practices the providers implemented to achieve service excellence. Analyzing a comprehensive data set of U.S. nursing homes, we assess the nursing home chains’ standardization strategies in their service offering, service delivery, and customer mix. This study yields inspiring implications for healthcare organization chains in making within-chain standardization decisions.
Healthcare Service; Nursing Homes; Service Operations
Thompson, Gary; Gavirneni, Srinagesh
Ph. D., Hotel Administration
Doctor of Philosophy
dissertation or thesis