Hospital innovation and its impact on customer-perceived quality of care: a process-based evaluation approach

References

• Alexander, J., Weiner, B., Shortell, S., Baker, L., & Becker, M. (2006). The role of organizational infrastructure in implementation of hospital's quality improvement. Hospital Topics: Research and Perspectives on Healthcare, 84(1), 11–20. doi: 10.3200/HTPS.84.1.11-21
   PubMedGoogle Scholar
• Bennett, R., & Barkensjo, A. (2005). Relationship quality, relationship marketing, and client perceptions of the levels of service quality of charitable organizations. International Journal of Service Industry Management, 16(1), 81–106. doi: 10.1108/09564230510587168
   Google Scholar
• Bentler, P. (1989). EQS structural equations program manual. Los Angeles, CA: BMDP Statistical Software.
   Google Scholar
• Berry, L., Parasuraman, A., & Zeithaml, V. (1988). The service quality puzzle. Business Horizon, 31(5), 35–43. doi: 10.1016/0007-6813(88)90053-5
   Web of Science ®Google Scholar
• Campbell, S., Roland, M., & Buetow, S. (2000). Defining quality of care. Social Science and Medicine, 51(11), 1611–1625. doi: 10.1016/S0277-9536(00)00057-5
   PubMed Web of Science ®Google Scholar
• Chin, M., & Muramatsu, N. (2003). What is the quality of quality of medical care measures. Perspectives in Biology and Medicine, 46(1), 5–20. doi: 10.1353/pbm.2003.0002
   PubMed Web of Science ®Google Scholar
• Chow, C., & Goh, M. (2002). Framework for evaluating performance and quality improvement in hospitals. Managing Service Quality, 12(1), 54–66. doi: 10.1108/09604520210415399
   Google Scholar
• Cummings, G., & Srivastva, S. (1977). Management of work: A socio-technical system approach. Kent, OH: Kent State University Press.
   Google Scholar
• Damanpour, F. (1987). The adoption of technological, administrative, and ancillary innovations: Impact of organizational factor. Journal of Management, 13(4), 673–688. doi: 10.1177/014920638701300408
   Web of Science ®Google Scholar
• Damanpour, F. (1991). Organizational innovation: A meta-analysis of effects of determinants and moderators. Academy of Management Journal, 34(3), 555–590. doi: 10.2307/256406
   Web of Science ®Google Scholar
• Damanpour, F., & Evan, W. (1984). Organizational innovation and performance: The problem of organizational lag. Administrative Science Quarterly, 29(3), 392–409. doi: 10.2307/2393031
   Web of Science ®Google Scholar
• Damanpour, F., Szaba, K., & Evan, W. (1989). The relationship between type of innovation and organizational performance. Journal of Management Studies, 26(6), 587–601. doi: 10.1111/j.1467-6486.1989.tb00746.x
   Web of Science ®Google Scholar
• Donabedian, A. (1966). Evaluating the quality of medical care. Milbank Memorial Fund Quarterly, 44(3), 166–206. doi: 10.2307/3348969
   PubMedGoogle Scholar
• Donabedian, A. (1980). Explorations in quality assessment and monitoring: The definition of quality and approaches to its assessment. (Vol.1). Ann Arbor, MI: Health Administration Press.
   Google Scholar
• Donabedian, A. (1988). The quality of care: How can it be assessed? The Journal of the American Medical Association, 260(12), 1743–1748. doi: 10.1001/jama.1988.03410120089033
   PubMed Web of Science ®Google Scholar
• Donabedian, A. (1997). The quality of care: How can it be assessed. Archive of Pathology and Laboratory Medicine, 260(12), 1145–1150.
   Google Scholar
• Donabedian, A. (2005). Evaluating the quality of medical care. The Milbank Quarterly, 83(4), 691–729. doi: 10.1111/j.1468-0009.2005.00397.x
   PubMed Web of Science ®Google Scholar
• Fennelly, D., & Cormican, K. (2006). Value chain migration from production to product centered operations: An analysis of the Irish medical device industry. Technovation, 26(1), 86–94. doi: 10.1016/j.technovation.2004.07.005
   Web of Science ®Google Scholar
• Fernandez, A. (2001). Innovation processes in an accident and emergency department. European Journal of Innovation Management, 4(4), 168–178. doi: 10.1108/14601060110408071
   Google Scholar
• Fornell, C., & Larcker, D. (1981). Structural equation models with unobservable variables and measurement error: Algebra and statistics. Journal of Marketing Research, 18(3), 382–388. doi: 10.2307/3150980
   Web of Science ®Google Scholar
• Glickman, S., Baggett, K., Krubert, C., Peterson, E., & Schulman, K. (2007). Promoting quality: The health-care organization from a management perspective. International Journal for Quality in Health Care, 19(6), 341–348. doi: 10.1093/intqhc/mzm047
   PubMed Web of Science ®Google Scholar
• Goes, J., & Park, S. (1997). Interorganizational links and innovation: The case of hospital services. Academy of Management Journal, 40(3), 673–696. doi: 10.2307/257058
   Web of Science ®Google Scholar
• Henry, J., & Stone, R. (1994). A structural equation model of end-user satisfaction with a computer-based medical information system. Information Resources Management Journal, 7(3), 21–33. doi: 10.4018/irmj.1994070102
   Google Scholar
• Hinchey, J. (2003). Measuring and improving the quality of stroke care. Seminars in Cerebrovascular Diseases and Stroke, 3(2), 85–90. doi: 10.1053/scds.2003.0020
   Google Scholar
• Ibarra, H. (1993). Network centrality, power, and innovation involvement: Determinants of technical and administrative poles. Academy of Management Journal, 36(3), 471–501. doi: 10.2307/256589
   Web of Science ®Google Scholar
• Irwin, J., Hoffman, J., & Lamont, B. (1998). The effect of the acquisition of technological innovation on organizational performance: A resource-based view. Journal Engineering and Technology Management, 15(1), 25–54. doi: 10.1016/S0923-4748(97)00028-3
   Web of Science ®Google Scholar
• Kim, Y.-K., Chob, C.-H., Ahnb, S.-K., Gohb, I.-H., & Kim, H.-J. (2008). A study on medical services quality and its influence upon value of care and patient satisfaction–Focusing upon outpatients in a large-sized hospital. Total Quality Management & Business Excellence, 19(11), 1155–1171. doi: 10.1080/14783360802323594
   Web of Science ®Google Scholar
• Kimberly, J., & Evanisko, M. (1981). Organizational innovation: The influence of individual, organizational, and contextual factors on hospital adoption of technological and administrative innovations. Academy of Management Journal, 24(4), 689–713. doi: 10.2307/256170
   PubMed Web of Science ®Google Scholar
• Koufteros, X., Vonderembse, M., & Doll, W. (2002). Integrated product development practices and competitive capabilities: The effects of uncertainty, equivocally, and platform strategy. Journal of Operations Management, 20(4), 331–355. doi: 10.1016/S0272-6963(02)00018-9
   Web of Science ®Google Scholar
• Larrabee, J., & Bolden, L. (2001). Defining patient-perceive quality of nursing care. Journal of Nursing Care Quality, 16(1), 34–60. doi: 10.1097/00001786-200110000-00005
   PubMed Web of Science ®Google Scholar
• Li, L., & Benton, W. (2006). Hospital technology and nurse staffing management decision. Journal Operations Management, 24(5), 676–691. doi: 10.1016/j.jom.2005.06.001
   Web of Science ®Google Scholar
• Lunn, T. (1997). Breaking down silos and building teamwork. Hospital Materiel Management Quarterly, 19(2), 9–15.
   PubMedGoogle Scholar
• McGinnis, S., Pumphrey, L., Trimmer, K., & Wiggins, C. (2004). A case study in it innovation in a small, rural, community hospital. Research in Healthcare Financial Management, 9(1), 9–19.
   Google Scholar
• Meyer, A., & Goes, J. (1988). Organizational assimilation of innovations: A multilevel contextual analysis. Academy of Management Journal, 31(4), 897–923. doi: 10.2307/256344
   Web of Science ®Google Scholar
• Parasuraman, A., Zeithaml, V., & Berry, L. L. (1985). A conceptual model of service quality and its implications for future research. Journal of Marketing, 49(4), 41–50. doi: 10.2307/1251430
   Web of Science ®Google Scholar
• Parasuraman, A., Zeithaml, V., & Berry, L. L. (1988). SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality. Journal of Retailing, 64(1), 12–40.
   Web of Science ®Google Scholar
• Ray, G., Barney, J., & Muhanna, W. (2004). Capabilities, business, processes, and competitive advantage: Choosing the dependent variable in empirical tests of the resource-based view. Strategic Management Journal, 25(1), 23–37. doi: 10.1002/smj.366
   Web of Science ®Google Scholar
• Reitz, T. (1993). Total quality improvement. Hospital Materiel Management Quarterly, 15(2), 32–37.
   PubMedGoogle Scholar
• Renee, A. (1994). Classifying quality initiatives: A conceptual paradigm for literature review and policy analysis. Hospital and Health Services Administration, 39(3), 309–326.
   PubMedGoogle Scholar
• Roger, R. (2003). Diffusion of innovations (5th ed.). New York, NY: The Free Press.
   Google Scholar
• Rubenfeld, G. (2004). Using computerized medical databases to measure and to improve the quality of intensive care. Journal of Critical Care, 19(4), 248–256. doi: 10.1016/j.jcrc.2004.08.004
   PubMed Web of Science ®Google Scholar
• Rust, R., & Zahorik, A. (1993). Customer satisfaction, customer retention, and market share. Journal of Retailing, 69(2), 193–215. doi: 10.1016/0022-4359(93)90003-2
   Web of Science ®Google Scholar
• Sanguesa, M., Mateo, R., & Ilzarbe, L. (2007). How hospitals choose a quality management system: Relevant criteria in large Spanish hospitals. Total Quality Management & Business Excellence, 18(6), 613–630. doi: 10.1080/14783360701349401
   Web of Science ®Google Scholar
• Scotti, D., Harmon, J., Behson, S., & Messina, D. (2007). Links among high-performance work environment, service quality, and customer satisfaction: an extension to the healthcare sector/practitioner application. Journal of Healthcare Management, 52(2), 109–125.
   PubMed Web of Science ®Google Scholar
• Shortell, S. M., Bennett, C. L., & Byck, G. R. (1998). Assessing the impact of continuous quality improvement on clinical practice: What it will take to accelerate progress. The Milbank Quarterly, 76(4), 593–624. doi: 10.1111/1468-0009.00107
   PubMed Web of Science ®Google Scholar
• Trist, E. L., & Bamforth, K. W. (1951). Some social and psychological consequences of the longwall method of coal getting. Human Relation, 4, 3–38. doi: 10.1177/001872675100400101
   Web of Science ®Google Scholar
• Voelker, K., Rakich, J., & Richard, F. (2001). The balanced scorecard in healthcare organizations: A performance measurement and strategic planning methodology. Hospital Topics, 79(3), 13–24. doi: 10.1080/00185860109597908
   PubMedGoogle Scholar
• Weir, V. (1998). Surveying your internal customers. Nursing Management, 29(6), 31–33.
   PubMedGoogle Scholar
• Yasin, M., Augusto, M., Lisboa, J., & Miller, P. (2011). Assessing the competitive effectiveness of hospitals: The role of quality improvement initiatives. Total Quality Management & Business Excellence, 22(4), 433–442. doi: 10.1080/14783363.2010.545552
   Web of Science ®Google Scholar
• Zeithaml, V. (1987). Defining and relating price, perceived quality, and perceived value. Report No. 87–101. Cambridge, MA: Marketing Science Institute.
   Google Scholar
• Zifko-Baliga, G., & Krampf, R. (1997). Managing perceptions of hospital quality. Marketing Health Services, 17(1), 28–35.
   PubMedGoogle Scholar