Based on literature review, we derive a set of dimensions that influence patient-perceived health... more Based on literature review, we derive a set of dimensions that influence patient-perceived health care quality. Utilizing outpatient survey data from 222 different physicians, we identified six underlying quality factors and classified them according to the derived dimensions. These quality factors explain approximately 51 percent of the variation in overall patient-perceived health care quality.
Abstract The quality of service which could be delivered by the US healthcare system is in contra... more Abstract The quality of service which could be delivered by the US healthcare system is in contrast with the customer's perceived expectations and reported levels of satisfaction. Due to the uncertainty about stakeholder views and the anomaly of the third-party payment system, healthcare service providers are accused of not relating to their patients. This article examines how—by using an analytical framework—a healthcare provider can develop competitive advantage through implementing electronic customer relationship ...
The International Journal of Human Resource Management, 2012
Although research has addressed relationships between human resource management (HRM) practices a... more Although research has addressed relationships between human resource management (HRM) practices and several firm performances, it remains rare for studies to assess the processes that may underlie such relationships. This study aims to investigate the relationships between HRM practices and product quality by hypothesizing a mediating role of organizational commitment. We design a conceptual model and construct hypotheses that are
ABSTRACT Based on literature review, we derive a set of dimensions that influence patient-perceiv... more ABSTRACT Based on literature review, we derive a set of dimensions that influence patient-perceived health care quality. Utilizing outpatient survey data from 222 different physicians, we identified six underlying quality factors and classified them according to the derived dimensions. These quality factors explain approximately 51 percent of the variation in overall patient-perceived health care quality.
Emergent Strategies for E-Business Processes, Services, and Implications: Advancing Corporate, 2009
Proponents of Customer Relationship Management (CRM) suggest that a firm can develop a value crea... more Proponents of Customer Relationship Management (CRM) suggest that a firm can develop a value creation relationship, such that an increase in customer value, leads to an increase in firm value (Mithas et al., 2005). The value for the customers comes from the provision of goods and services that match their needs. However, the research to date on using e-CRM systems to both foster and monitor this value creation process is somewhat mixed. This chapter proposes to cross-functionally integrate organizational assets with ...
International Journal of E-Business Research (IJEBR), 2007
The quality of service which could be delivered by the US healthcare system is in contrast with t... more The quality of service which could be delivered by the US healthcare system is in contrast with the customer's perceived expectations and reported levels of satisfaction. Due to the uncertainty about stakeholder views and the anomaly of the third-party payment system, healthcare service providers are accused of not relating to their patients. This article examines how—by using an analytical framework—a healthcare provider can develop competitive advantage through implementing electronic customer relationship ...
Abstract: Based on literature review, we derive a set of dimensions that influence patient-percei... more Abstract: Based on literature review, we derive a set of dimensions that influence patient-perceived health care quality. Utilizing outpatient survey data from 222 different physicians, we identified six underlying quality factors and classified them according to the derived dimensions. These quality factors explain approximately 51 percent of the variation in overall patient-perceived health care quality.
Abstract Disaster response and recovery are crucial phases of disaster management. Decision-suppo... more Abstract Disaster response and recovery are crucial phases of disaster management. Decision-support systems used in disaster management must cope with the complexity and uncertainty involved with the scheduling and assignment of differentially-skilled personnel and assets to specific tasks. Operational constraints—such as workload and labor requirements, precedence constraints, resource availability, and critical deadlines among others—make timely and appropriate task assignment and sequencing difficult.
Based on literature review, we derive a set of dimensions that influence patient-perceived health... more Based on literature review, we derive a set of dimensions that influence patient-perceived health care quality. Utilizing outpatient survey data from 222 different physicians, we identified six underlying quality factors and classified them according to the derived dimensions. These quality factors explain approximately 51 percent of the variation in overall patient-perceived health care quality.
Abstract The quality of service which could be delivered by the US healthcare system is in contra... more Abstract The quality of service which could be delivered by the US healthcare system is in contrast with the customer's perceived expectations and reported levels of satisfaction. Due to the uncertainty about stakeholder views and the anomaly of the third-party payment system, healthcare service providers are accused of not relating to their patients. This article examines how—by using an analytical framework—a healthcare provider can develop competitive advantage through implementing electronic customer relationship ...
The International Journal of Human Resource Management, 2012
Although research has addressed relationships between human resource management (HRM) practices a... more Although research has addressed relationships between human resource management (HRM) practices and several firm performances, it remains rare for studies to assess the processes that may underlie such relationships. This study aims to investigate the relationships between HRM practices and product quality by hypothesizing a mediating role of organizational commitment. We design a conceptual model and construct hypotheses that are
ABSTRACT Based on literature review, we derive a set of dimensions that influence patient-perceiv... more ABSTRACT Based on literature review, we derive a set of dimensions that influence patient-perceived health care quality. Utilizing outpatient survey data from 222 different physicians, we identified six underlying quality factors and classified them according to the derived dimensions. These quality factors explain approximately 51 percent of the variation in overall patient-perceived health care quality.
Emergent Strategies for E-Business Processes, Services, and Implications: Advancing Corporate, 2009
Proponents of Customer Relationship Management (CRM) suggest that a firm can develop a value crea... more Proponents of Customer Relationship Management (CRM) suggest that a firm can develop a value creation relationship, such that an increase in customer value, leads to an increase in firm value (Mithas et al., 2005). The value for the customers comes from the provision of goods and services that match their needs. However, the research to date on using e-CRM systems to both foster and monitor this value creation process is somewhat mixed. This chapter proposes to cross-functionally integrate organizational assets with ...
International Journal of E-Business Research (IJEBR), 2007
The quality of service which could be delivered by the US healthcare system is in contrast with t... more The quality of service which could be delivered by the US healthcare system is in contrast with the customer's perceived expectations and reported levels of satisfaction. Due to the uncertainty about stakeholder views and the anomaly of the third-party payment system, healthcare service providers are accused of not relating to their patients. This article examines how—by using an analytical framework—a healthcare provider can develop competitive advantage through implementing electronic customer relationship ...
Abstract: Based on literature review, we derive a set of dimensions that influence patient-percei... more Abstract: Based on literature review, we derive a set of dimensions that influence patient-perceived health care quality. Utilizing outpatient survey data from 222 different physicians, we identified six underlying quality factors and classified them according to the derived dimensions. These quality factors explain approximately 51 percent of the variation in overall patient-perceived health care quality.
Abstract Disaster response and recovery are crucial phases of disaster management. Decision-suppo... more Abstract Disaster response and recovery are crucial phases of disaster management. Decision-support systems used in disaster management must cope with the complexity and uncertainty involved with the scheduling and assignment of differentially-skilled personnel and assets to specific tasks. Operational constraints—such as workload and labor requirements, precedence constraints, resource availability, and critical deadlines among others—make timely and appropriate task assignment and sequencing difficult.
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Papers by Keith Ward