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| Articles |
Winter 2012
An empirical exploration of hospital service quality assessment criteria in China
Zhaofang Mao, John Mercer, John Vaughan, Chengbo Wang, Tong Yang, Lixin Zhang
This paper reports on a research project within the context of the Chinese healthcare sector.
From a functional quality aspect, the research identifies, selects and confirms the service quality
assessment criteria suitable for Chinese hospitals via literature search, focus group and survey
investigation; the numbers of the criteria have also been reduced based on principal component
analysis; then through importance-performance analysis, provides further understanding/
prioritisation on the criteria and also groups them accordingly to reflect their influence on
service quality. The research produces a set of appropriate service quality criteria suitable for
evaluating hospitals\' performance in a Chinese context. Meanwhile, the learning obtained from
the research and the grouped criteria (quality performance indicators) can support consequential
empirical research projects for obtaining more insights into running hospital businesses, and
provide guidance to a wider range of Chinese hospitals on their business operations. They can
also be used to guide foreign healthcare providers on developing/implementing their business
management strategies while planning to enter the Chinese healthcare marketplace. |
Winter 2012
Book reviews
Christabel D. Brownson, Kay Maddox-Daines, Malcolm Warner
Williams, A.P.O. (2010), The history of UK business and management
education, Emerald: London
Cohn, J. and Moran, J. (2011), Why are we bad at picking good leaders? A
Better Way to Evaluate Leadership Potential, San Francisco, CA: Jossey-
Bass, A Wiley Imprint
Henry, R. Nothhaft, with David Kline (2011), Great Again - Revitalizing
America's Entrepreneurial Leadership, Boston, Massachusetts: Harvard
Business Review Press |
Winter 2012
Knowledge resources, learning orientation and firm performance: The mediating effect of organisational capability
Yu Ha Jamie Cheung, Randy Ki-kwan Chiu, Li-Qun Wei, Long-Zeng Wu
Based on the perspective of organisational capability and learning orientation, this study posits
that knowledge resources influence firm performance through a positive effect on organisational
capability. Tests on a sample of 133 Chinese firms show that organisational learning
orientation moderates in a positive relationship between knowledge resources and firm
performance. A mediated moderation model is further tested and it is found that organisational
capability mediates in the relationship linking the interaction between knowledge resources and
learning orientation with firm performance. Discussions of theoretical and practical implications
are included as well. |
Winter 2012
Managing disruptive innovation: Entrepreneurial strategies and tournaments for corporate longevity
Yanto Chandra, Shu-Jung Sunny Yang
Extant research on disruptive innovation has implicitly incorporated entrepreneurship as the
underlying driver of the disruptive phenomenon. This article integrates recent developments
from entrepreneurship and innovation research streams to better understand the conditions
and causal mechanisms that influence disruptive innovation. Drawing on effectuation, evolutionary
entrepreneurship, lead-users, collective intelligence and opportunity tournament
literature, a theoretical framework is developed that explains disruptive innovation as a coevolutionary
entrepreneurial process at the firm, product, and customer level. The framework
offers a set of testable propositions to advance theory and practice in the field. The authors
suggest avenues for future research and conclude with entrepreneurial strategies to help
general managers create and cope with disruptive innovation. |
Winter 2012
What's important for trustful communication with customers? An empirical analysis
Ann-Marie Nienaber, Gerhard Schewe
Trust is very important and essential for relationships. Such statements can be observed in
scientific as well as practically-oriented journals. But what is trust and how can it be developed
or strengthened? To date, information on this is rather vague. Therefore, this study analyses the
different characteristics of trust in a business relationship. In order to answer the research
question, an empirical survey has been developed here. The Kano-analysis is used as the
methodological approach. It can be shown that three different dimensions of trust can be
identified: basic factors are a prerequisite of any relation and have a fundamental character in
long-term relationships. The customers expect such factors to be an unquestionable part of any
business relationship (e.g. honesty), while attractive factors always strengthen the stability of
trust in the relationship (e.g. sympathy). One-dimensional factors not only stabilise trust if
implemented, but can cause the relationship to deteriorate if ignored (e.g. timeliness). |
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