Skip to main content
SpringerLink
Log in
Book cover

Lean Thinking for Healthcare pp 345–359Cite as

Improving Healthcare Service Quality and Patients’ Life Quality Through Mobile Technologies: The Case of Diabetes Self-management

  • Chapter
  • First Online:

Part of the book series: Healthcare Delivery in the Information Age ((Healthcare Delivery Inform. Age))

Abstract

Chronic diseases such as diabetes often require lifestyle adjustment and sometimes lifelong medical care especially when patients are not admitted to hospitals. In this context, self-management becomes pivotal. Anecdotal evidence suggests that using wireless technologies to facilitate self-management, in particular, is increasing adherence and even treatment outcome in chronic disease management. However, it is not clear if and how using wireless technology solutions also improves patients’ service quality perception concerning their healthcare. The objective of this chapter is to address this shortcoming in existing literature and propose a service quality framework for wireless solutions in healthcare settings.

This is a preview of subscription content, log in via an institution.

Chapter
USD   29.95
Price excludes VAT (USA)
  • Available as PDF
  • Read on any device
  • Instant download
  • Own it forever
eBook
USD   129.00
Price excludes VAT (USA)
  • Available as EPUB and PDF
  • Read on any device
  • Instant download
  • Own it forever
Softcover Book
USD   169.99
Price excludes VAT (USA)
  • Compact, lightweight edition
  • Dispatched in 3 to 5 business days
  • Free shipping worldwide - see info
Hardcover Book
USD   169.99
Price excludes VAT (USA)
  • Durable hardcover edition
  • Dispatched in 3 to 5 business days
  • Free shipping worldwide - see info

Tax calculation will be finalised at checkout

Purchases are for personal use only

Learn about institutional subscriptions

References

  • AIHW, (2007). National Indicators for Monitoring Diabetes: Report of the Diabetes Indicators Review Subcommittee of the National Diabetes Data Working Group: AIHW cat. no. CVD 38. Canberra: AIHW.

    Google Scholar 

  • Aihw, (2008). Diabetes: Australian Facts 2008, Australian Institute of Health and Welfare, Canberra.

    Google Scholar 

  • Ajzen, I., & Madden, T. J. (1986). Prediction of goal-directed behavior: Attitudes, intentions, and perceived behavioral control. Journal of Experimental Social Psychology, 22, 453–474.

    Article  Google Scholar 

  • Anckar, B., & D’incau, D. (2002). Value creation in mobile commerce: Findings from a consumer survey. Journal of Information Technology Theory and Application, 4, 43–64.

    Google Scholar 

  • Anitsal, I., & Paige, R. C. (2006). An exploratory study on consumer perceptions of service quality in technology-based self-service. Services Marketing Quarterly, 27, 53–67.

    Article  Google Scholar 

  • Balas, E. A., Krishna, S., Kretschmer, R. A., Cheek, T. R., Lobach, D. F. & Boren, S. A. (2004). Computerized knowledge management in diabetes care. Medical Care, 42(6), 610–621.

    Article  PubMed  Google Scholar 

  • Beatson, A., Coote, L. V., & Rudd, J. M. (2006). Determining consumer satisfaction and commitment through self-service technology and personal service usage. Journal of Marketing Management, 22(7/8), 853–882.

    Article  Google Scholar 

  • Bebko, C. P. (2000). Service intangibility and its impact on consumer expectations of service quality. Journal of Services Marketing, 14(1), 9–26.

    Article  Google Scholar 

  • Bitner, M. J. (1990). Evaluating service encounters: The effects of physical surroundings and employee responses. Journal of Marketing, 54(2), 69–82.

    Article  Google Scholar 

  • Bobbitt, L. M., & Dabholkar, P. A. (2001). Integrating attitudinal theories to understand and predict use of technology-based self-service. International Journal of Service Industry Management, 12(5), 423–450.

    Article  Google Scholar 

  • Bodenheimer, T., Lorig, K., Holman, H. & Grumbach, K. (2002). Patient self-management of chronic disease in primary care. Journal of American Medical Association (JAMA), 288(19), 2469–2475.

    Article  Google Scholar 

  • Bolton, R. N., & Drew, J. H. (1991). A multistage model of customers’ assessments of service quality and value. Journal of Consumer Research, 17(4), 375.

    Article  Google Scholar 

  • Bolton, R. N., & Myers, M. B. (2003). Price-based global market segmentation for services. Journal of Marketing, 67(3), 108–128.

    Article  Google Scholar 

  • Brady, M. K., & Robertson, C. J. (2001). Searching for a consensus on the antecedent role of service quality and satisfaction: An exploratory cross-national study. Journal of Business Research, 51(1), 53–60.

    Article  Google Scholar 

  • Britt, H., Miller, G. C., Charles, J., Pan, Y., Valenti, L., Henderson, J. et al. (2007). General Practice Activity in Australia 2005-06, Cat. no. GEP 16. Canberra: AIHW.

    Google Scholar 

  • Buttle, F. (1996). SERVQUAL: Review, critique, research agenda. European Journal of Marketing, 30(1), 8–32.

    Article  Google Scholar 

  • Colagiuri, S., Colagiuri, R. & Ward, J. (1998). National Diabetes Strategy and Implementation Plan. Canberra: Diabetes Australia.

    Google Scholar 

  • Cronin, J. J., & Taylor, S. A. (1992). Measuring service quality: A reexamination and extension. Journal of Marketing, 56, 55–68.

    Article  Google Scholar 

  • Cronin, J. J., Baker, J. T. L., & Hawes, J. M. (1994). An assessment of the role performance measurement of power-dependency in marketing channels. Journal of Business Research, 30(3), 201–210.

    Article  Google Scholar 

  • Dabholkar, P. A. (1996). Consumer evaluations of new technology-based self-service options: An investigation of alternative models of service quality. International Journal of Research in Marketing, 13(1), 29–51.

    Article  Google Scholar 

  • Dabholkar, P. A., & Bagozzi, R. P. (2002). An attitudinal model of technology-based self-service: Moderating effects of consumer traits and situational factors. Journal of the Academy of Marketing Science, 30(3), 184–201.

    Google Scholar 

  • Dabholkar, P. A., Shepherd, C. D., & Thorpe, D. I. (2000). A comprehensive framework for service quality: An investigation of critical conceptual and measurement issues through a longitudinal study. Journal of Retailing, 76(2), 139–173.

    Article  Google Scholar 

  • Dagger, T. S., & Sweeney, J. C. (2006). The effect of service evaluations on behavioral intentions and quality of life. Journal of Service Research, 9(1), 3.

    Article  Google Scholar 

  • Davis, F. D. (1989). Perceived usefulness, perceived ease of use, and user acceptance in information technology. MIS Quarterly, 13(3), 319–340.

    Article  Google Scholar 

  • DiabetesAustralia. (2008). Diabetes in Australia. Retrieved from http://www.diabetesaustralia.com.au/Understanding-Diabetes/Diabetes-in-Australia/.

  • Dixon, T. & Webbie, K. (2006). The National System for Monitoring Diabetes in Australia (AIHW Cat. No. CVD 32). Canberra: Australian Institute of Health and Wealfare.

    Google Scholar 

  • Downer, S. R., Meara, J. G., Da Costa, A. C. & Sethuraman, K. (2006). SMS text messaging improves outpatient attendance. Australian Health Review, 30(3), 389–396.

    Article  PubMed  Google Scholar 

  • Fornell, C. (1992). A national customer satisfaction barometer: the Swedish experience. Journal of Marketing, 56, 6–21.

    Article  Google Scholar 

  • Giles, R. H. (1987). Systems ecology, marketing and quality of life. In A. Coskun & A. Samli (Eds.), Marketing and the quality-of-life interface. New York: Quorum Books.

    Google Scholar 

  • Grewal, R., & Dharwadkar, R. (2002). The role of the institutional environment in marketing channels. Journal of Marketing, 66(3), 82–97.

    Article  Google Scholar 

  • Guiry, M. (1992). Consumer and employee roles in service encounters. Advances in Consumer Research, 19(1), 666–672.

    Google Scholar 

  • Ho, C. T. B., & Lin, W. C. (2010). Measuring the service quality of internet banking: Scale development and validation. European Business Review, 22(1), 5–24.

    Article  Google Scholar 

  • ICIC. (2008). Improving Chronic Illness Care: The Chronic Care Model. Retrieved from http://www.improvingchroniccare.org/indix.php?p=The_Chronic_Care_Model&s=2.

  • Knuiman, M. W., Welborn, T. A. & Bartholomew, H. C. (1996). Self-reported health and use of health services: a comparison of diabetic and nondiabetic persons from a national sample. Australian and New Zealand Journal of Public Health, 20(3), 241–247.

    Article  PubMed  CAS  Google Scholar 

  • Lanseng, E. J., & Andreassen, T. W. (2007). Electronic healthcare: A study of people’s readiness and attitude toward performing self-diagnosis. International Journal of Service Industry Management, 18(4), 394–417.

    Article  Google Scholar 

  • Lee, D. J., & Sirgy, M. J. (2004). Quality-of-life (QOL) marketing: Proposed antecedents and consequences. Journal of Macromarketing, 24(1), 44.

    Article  Google Scholar 

  • Lee, D. J., Sirgy, M. J., Larsen, V., & Wright, N. D. (2002). Developing a subjective measure of consumer well-being. Journal of Macromarketing, 22(2), 158.

    Article  Google Scholar 

  • Lovelock, C. H., & Young, R. F. (1979). Look to customers to increase productivity. Harvard Business Review, 57(3), 168–178.

    Google Scholar 

  • MacFadyen, A. J. (1999). Well-being. In P. E. Earl & S. Kemp (Eds.), The Elgar companion to consumer research and economic psychology. Cheltenham: Edward Elgar.

    Google Scholar 

  • Mackay, M. M. & Weidlich, O. (2007, March 2007). Australian Mobile Phone Lifestyle Index, 3rd Edition, Australian Interactive Media Industry Association (AIMIA), Mobile Content Industry Development Group (MCIDG). Retrieved 8 April, 2007, from http://www.aimia.com.au/mobile.

  • Maister, D. H. (1985). The psychology of waiting lines. In J. A. Czepiel, M. Solomon, & C. S. Surprenant (Eds.), The service encounter (pp. 113–123). Lexington, MA: Lexington Books.

    Google Scholar 

  • Mathwick, C., Malhorta, N. K., & Rigdon, E. (2002). The effect of dynamic retail experiences on experiential perceptions of value: An internet and catalogue comparison. Journal of Retailing, 78, 51–60.

    Article  Google Scholar 

  • Meuter, M. L., Ostrom, A. L., Roundtree, R. I., & Bitner, M. J. (2000). Self-service technologies: understanding customer satisfaction with technology-based service encounters. the Journal of Marketing, 50–64.

    Google Scholar 

  • Meuter, M. L., Bitner, M. J., Ostrom, A. L., & Brown, S. W. (2005). Choosing among alternative service delivery modes: An investigation of customer trial of self-service technologies. Journal of Marketing, 69(2), 61–83.

    Article  Google Scholar 

  • Meuter, M. L., Ostrom, A. L., Bitner, M. J., & Roundtree, R. (2003). The influence of technology anxiety on consumer use and experiences with self-service technologies. Journal of Business Research, 56(11), 899–906.

    Article  Google Scholar 

  • Mirza, F., Norris, T. & Stockdale, R. (2008). Mobile technologies and the holistic management of chronic diseases. Health Informatics Journal, 14(4), 309–321.

    Article  PubMed  Google Scholar 

  • Montoya-Weiss, M., Voss, G. B., & Grewal, D. (2003). Determinants of online channel use and overall satisfaction with a relational, multichannel service provider. Journal of the Academy of Marketing Science, 31(4), 448–458.

    Article  Google Scholar 

  • Moon, J.-W. & Kim, Y.-G. (2001). Extending the TAM for a World-Wide-Web context. Information & Management, 38(4), 217–230.

    Article  Google Scholar 

  • Netsize. (2009). Netsize Guide 2009 Edition: Mobile Society and Me: When worlds combine. Levallois-Perret: Netsize.

    Google Scholar 

  • O’Doherty, K., Rao Hill, S., Mackay, M. M. & McPherson, J. (2010). Mobile Data Service usage and preference: an investigation of Australian consumers. International Journal of Mobile Communications, 8(1), 106–127.

    Article  Google Scholar 

  • Oh, S., Yang, S., Kurnia, S., Lee, H., Mackay, M. M. & O’Doherty, K. (2008). The characteristics of mobile data users in Australia. International Journal of Mobile Communications, 8(2), 217–230.

    Article  Google Scholar 

  • Oliver, R. L. (1981). Measurement and evaluation of satisfaction process in retail setting. Journal of Retailing, 57, 25–48.

    Google Scholar 

  • Olorunniwo, F., Hsu, M. K., & Udo, G. J. (2006). Service quality, customer satisfaction, and behavioral intentions in the service factory. Journal of Services Marketing, 20(1), 59–72.

    Article  Google Scholar 

  • Opie, A. (1998). Nobody’s asked me for my view: users’ empowerment by multidisciplinary health teams. Qualitative Health Research, 18, 188–206.

    Article  Google Scholar 

  • Parasuraman, A., Berry, L. L., & Zeithaml, V. A. (1991a). Refinement and reassessment of the SERVQUAL scale. Journal of Retailing, 67(4), 420–450.

    Google Scholar 

  • Parasuraman, A., Berry, L. L., & Zeithaml, V. A. (1991b). Understanding customer expectations of service. Sloan Management Review, 10, 39–48.

    Google Scholar 

  • Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1985). A conceptual model of service quality and its implications for future research. Journal of Marketing, 49, 41–50.

    Article  Google Scholar 

  • Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988). SERVQUAL: A multiple-item scale for measuring consumers perceptions of service quality. Journal of Retailing, 64(1), 12–37.

    Google Scholar 

  • Parasuraman, A., Zeithaml, V. A., & Malhotra, A. (2005). Es-Qual: A multiple-item scale for assessing electronic service quality. Journal of Service Research, 7(3), 213.

    Article  Google Scholar 

  • Poulton, B. C. (1999). User involvement in identifying health needs and shaping and evaluating services: is it being raised? Journal of Advanced Nursing, 30(6), 1289–1296.

    Article  PubMed  CAS  Google Scholar 

  • Radin, P. (2006). To me, it’s my life: medical communication, trust, and activism in cyberspace. Social Science & Medicine, 6, 591–601.

    Article  Google Scholar 

  • Rasmussen, B., Wellard, S. & Nankervis, A. (2001). Consumer issues in navigating health care services for type I diabetes. Journal of Clinical Nursing, 10, 628–634.

    Article  PubMed  CAS  Google Scholar 

  • Russell, L. B., Churl Suh, D. & Safford, M. M. (2005). Time requirements for diabetes management: too much for many? The Journal of Family Practice, 54(1), 52–56.

    PubMed  Google Scholar 

  • Rust, R. T., Zahorik, A. J. & Keiningham, T. L. (1995). Return on quality (ROQ): making service quality financial accountable. Journal of Marketing, 59(2), 58–70.

    Article  Google Scholar 

  • Santos, J. (2003). E-Service quality: A model of virtual service quality dimensions. Managing Service Quality, 13(3), 233–246.

    Article  Google Scholar 

  • Selnes, F., & Hansen, H. (2001). The potential hazard of self-service in developing customer loyalty. Journal of Service Research, 4(2), 79.

    Article  Google Scholar 

  • Shamdasani, P., Mukherjee, A., & Malhotra, N. (2008). Antecedents and consequences of service quality in consumer evaluation of self-service internet technologies. Service Industries Journal, 28(1), 117–138.

    Article  Google Scholar 

  • Sirgy, M. J. (2001). Handbook of quality-of-life research: An ethical marketing perspective (Vol. 8): Springer.

    Google Scholar 

  • Sivadas, E., & Baker-Prewitt, J. (2000). An examination of the relationship between service quality, customer satisfaction and store loyalty. International Journal of Retail and Distribution Management, 28(2), 73–82.

    Article  Google Scholar 

  • Taylor, S., & Todd, P. A. (1995). Understanding information technology usage: A test of competing models. Information Systems Research, 6(2), 144–176.

    Article  Google Scholar 

  • Van Eyk, H. & Baum, F. (2002). Learning about interagency collaboration: Trialling collaborative projects between hospitals and community health services. Health and Social Care in the Community, 10(4), 262–269.

    Article  PubMed  Google Scholar 

  • Venkatesh, V. (1999). Creating favourable user perceptions: Exploring the role of intrinsic motivation. MIS Quarterly, 23(2), 239–260.

    Article  Google Scholar 

  • Venkatesh, V., & Davis, F. D. (2000). A theoretical extension of the technology acceptance model: Four longitudinal field studies. Management Science, 46(2), 186–204.

    Article  Google Scholar 

  • Victorian government. (2007). Diabetes Prevention and Management: A Strategic Framework for Victoria 1007–2010, Victorian Government, Department of Human Services, Melbourne.

    Google Scholar 

  • Walker, R. M. (2006). Innovation type and diffusion: an empirical analysis of local government. Public Administration, 84(2), 311–335.

    Article  Google Scholar 

  • Walker, R. H., & Johnson, L. W. (2004). Managing technology-enabled service innovations. International Journal of Entrepreneurship and Innovation Management, 4(6), 561–574.

    Article  Google Scholar 

  • Wellard, S. J., Rennie, S. & King, R. (2008). Perceptions of people with type 2 diabetes about self-management and the efficiency of community based services. Contemporary Nurse, 29(2), 218–226.

    Article  PubMed  Google Scholar 

  • Wickramasinghe, N., & Goldberg, S. (2004). How M=EC2 in healthcare, International Journal of Mobile Communications, 2(2), 140–156.

    Article  Google Scholar 

  • Wickramasinghe, N., & Goldberg, S. (2007). Adaptive mapping to realisation methodology (AMR) to facilitate mobile initiatives in healthcare, International Journal of Mobile Communications, 5(3), 300–318.

    Article  Google Scholar 

  • Wickramasinghe, N., Goldberg, S. & Bali, R. (2008). Enabling superior m-health project success: a tri-country validation. International Journal of Services and Standards, 4(1), 97–117.

    Article  Google Scholar 

  • Wolfinbarger, M., & Gilly, M. C. (2003). Etailq: Dimensionalizing, measuring and predicting etail quality. Journal of Retailing, 79(3), 183–198.

    Article  Google Scholar 

  • Yen, H. R. (2005). An attribute-based model of quality satisfaction for internet self-service technology. Service Industries Journal, 25(5), 641–659.

    Article  Google Scholar 

  • Zeithaml, V. A. (2000). Service quality, profitability, and the economic worth of customers: What we know and what we need to learn. Journal of the Academy of Marketing Science, 28(1), 67–86.

    Article  Google Scholar 

  • Zeithaml, V. A., Berry, L. L., & Parasuraman, A. (1996). The behavioural consequences of service quality. Journal of Marketing, 60, 31–46.

    Article  Google Scholar 

  • Zeithaml, V. A., Parasuraman, A., & Malhotra, A. (2000). Conceptual Framework for understanding e-service quality: Implications for future research and managerial practice.

    Google Scholar 

  • Zeithaml, V. A., Parasuraman, A., & Malhotra, A. (2002). Service quality delivery through web sites: a critical review of extant knowledge. Journal of the Academy of Marketing Science, 30(4), 362–375.

    Article  Google Scholar 

  • Zigbor, J. C. & Songer, T. J. (2001). External barriers to diabetes care: addressing personal and health systems issues. Diabetes Spectrum, 14, 23–28.

    Article  Google Scholar 

  • Zhu, F. X., Wymer, W., & Chen, I. (2002). It-based services and service quality in consumer banking. International Journal of Service Industry Management, 13(1), 69–90.

    Article  Google Scholar 

Download references

Author information

Authors and Affiliations

  1. University of Adelaide Business School, 10 Pulteney Street, Adelaide, SA, 5005, Australia

    Sally Rao Hill & Indrit Troshani

  2. INET International Canada, 131 Glen Crescent, Thornhill, ON, Canada, L4J 4W4

    Steve Goldberg

  3. Epworth HealthCare & Department of BITL & HIRi, RMIT University, 2476, Melbourne, VIC, 3001, Australia

    Nilmini Wickramasinghe Ph.D., MBA

Authors
  1. Sally Rao Hill
    View author publications

    You can also search for this author in PubMed Google Scholar

  2. Indrit Troshani
    View author publications

    You can also search for this author in PubMed Google Scholar

  3. Steve Goldberg
    View author publications

    You can also search for this author in PubMed Google Scholar

  4. Nilmini Wickramasinghe Ph.D., MBA
    View author publications

    You can also search for this author in PubMed Google Scholar

Corresponding author

Correspondence to Sally Rao Hill .

Editor information

Editors and Affiliations

  1. RMIT University, School of Business Information Technolog, Melbourne VIC, Australia

    Nilmini Wickramasinghe

  2. University of Southern Queensland, Toowoomba, Queensland, Australia

    Latif Al-Hakim

  3. Department of Urology, Northwestern University, Chicago, Illinois, USA

    Chris Gonzalez

  4. DeGroote School Business, McMaster University, Hamilton, Ontario, Canada

    Joseph Tan

Rights and permissions

Reprints and permissions

Copyright information

© 2014 Springer Science+Business Media New York

About this chapter

Cite this chapter

Hill, S.R., Troshani, I., Goldberg, S., Wickramasinghe, N. (2014). Improving Healthcare Service Quality and Patients’ Life Quality Through Mobile Technologies: The Case of Diabetes Self-management. In: Wickramasinghe, N., Al-Hakim, L., Gonzalez, C., Tan, J. (eds) Lean Thinking for Healthcare. Healthcare Delivery in the Information Age. Springer, New York, NY. https://doi.org/10.1007/978-1-4614-8036-5_20

Download citation

  • DOI: https://doi.org/10.1007/978-1-4614-8036-5_20

  • Published:

  • Publisher Name: Springer, New York, NY

  • Print ISBN: 978-1-4614-8035-8

  • Online ISBN: 978-1-4614-8036-5

  • eBook Packages: MedicineMedicine (R0)

Publish with us

Policies and ethics

Search

Navigation