Skip to main content
SpringerLink
Log in

A Six Cell Services Comparison Model for Healthcare

  • Conference paper
  • First Online:
Service Research and Innovation (ASSRI 2013)

Part of the book series: Lecture Notes in Business Information Processing ((LNBIP,volume 177))

Included in the following conference series:

  • 560 Accesses

Abstract

Healthcare services delivery is particularly complex. Understanding patients’ perception and channeling those factors into services design and operation enhances sustainability. For its survival, a service must perform better than competition. Comparison with competition is a core element of House-of-Quality. There are isolated studies focused on single service systems, and very few studies on inter-system comparison. In the quest to identify the distinguishing factors of mHealth from other conventional services, the author realized the pressing need for a systematic model to relatively position comparison studies. Services comparison vis-à-vis competition is vital for services innovation. To fill this gap in literature, a Six Cell Services Comparison Model (SCSCM) is proposed and is applied to a few studies related to healthcare. The outcomes of services comparison, provides vital measures for improved and efficient design of services that meet and fulfill patients’ needs, and hence contribute to quality healthcare.

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

Access this chapter

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 39.99
Price excludes VAT (USA)
  • Available as EPUB and PDF
  • Read on any device
  • Instant download
  • Own it forever
Softcover Book
USD 54.99
Price excludes VAT (USA)
  • Compact, lightweight 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

Institutional subscriptions

References

  1. Motamarri, S.: Distinguishing mHealth from other health care alternatives in developing countries: a study on service characteristics. Dissertation, School of Information Systems, Technology and Management, The University of New South Wales, Sydney, Australia, pp. 1–191 (2013)

    Google Scholar 

  2. Motamarri, S., Akter, S., Ray, P., Tseng, C.-L.: Distinguishing ‘mHealth’ from other healthcare services in a developing country: a study from the service quality perspective. Commun. Assoc. Inf. Syst. 34, Article 34, 669–692 (2014)

    Google Scholar 

  3. Hwang, J., Christensen, C.M.: Disruptive innovation in health care delivery: a framework for business-model innovation. Health Aff. 27(5), 1329–1335 (2008)

    Article  Google Scholar 

  4. Lim, J.S., Zallocco, R.: Determinant attributes in formulation of attitudes toward four health care systems. J. Health Care Mark. 8(2), 25–30 (1988)

    Google Scholar 

  5. Evenson, S.: Design thinking for innovative healthcare service. In: AHRQ Annual Conference, 08 Sept 2008 (2008)

    Google Scholar 

  6. Ghose, A.: Services research in Australia: a roadmap. In: Australian Symposium on Services Research and Innovation, Sydney (2012)

    Google Scholar 

  7. Economist: Squeezing out the doctor. In: The Economsit 2012, The Economist Newspaper Limited, London (2012)

    Google Scholar 

  8. OGC, ITIL, Version 3, Office of Government Commerce, The Stationery Office, London (2007)

    Google Scholar 

  9. Hauser, J.R., Clausing, D.: The house of quality. Harvard Bus. Rev. 66(3), 63–73 (1988)

    Google Scholar 

  10. Ray, P.K.: Integrated Management from E-Business Perspective: Concepts, Architectures and Methodologies. Kluwer, New York (2003)

    Book  Google Scholar 

  11. Ramaswamy, R.: Design and Management of Service Processes: Keeping Customers for Life. Addison-Wesley, Reading (1996)

    Google Scholar 

  12. Dieter, G., Schmidt, L.: Engineering Design, 4th edn. McGraw-Hill, New York (2008)

    Google Scholar 

  13. Keaveney, S.M.: Customer switching behavior in service industries: an exploratory study. J. Mark. 59(2), 71–82 (1995)

    Article  Google Scholar 

  14. Heje, H.N., Olesen, F.: Patients’ evaluations as quality measurements in general practice. Ugeskr. Laeger 164(46), 5386–5389 (2002)

    Google Scholar 

  15. Andaleeb, S.S.: Service quality perceptions and patient satisfaction: a study of hospitals in a developing country. Soc. Sci. Med. 52(9), 1359–1370 (2001)

    Article  Google Scholar 

  16. Andaleeb, S.S., Siddiqui, N., Khandakar, S.: Patient satisfaction with health services in Bangladesh. Health Policy Plann. 22(4), 263–273 (2007)

    Article  Google Scholar 

  17. Petek, D., et al.: Patients’ evaluations of European general practice—revisited after 11 years. Int. J. Qual. Health Care 23(6), 621–628 (2011)

    Article  Google Scholar 

  18. Ramsay, J., et al.: The General Practice Assessment Survey (GPAS): tests of data quality and measurement properties. Fam. Pract. 17(5), 372–379 (2000)

    Article  Google Scholar 

  19. Thorsen, H., et al.: The purpose of the general practice consultation from the patient’s perspective—theoretical aspects. Fam. Pract. 18(6), 638–643 (2001)

    Article  Google Scholar 

  20. Ware, J.E.J., et al.: Consumer perceptions of health care services: implications for academic medicine. Acad. Med. 50(9), 839–848 (1975)

    Article  Google Scholar 

  21. Akter, S., D’Ambra, J., Ray, P.: User perceived service quality of m-Health services in developing countries. In: 18th European Conference on Information Systems (2010)

    Google Scholar 

  22. Akter, S. Ray, P.: mHealth - An Ultimate Platform to Serve the Unserved. IMIA Yearbook of Medical Informatics, pp. 94–100. Schattauer, Germany (2010)

    Google Scholar 

  23. Akter, S., D’Ambra, J., Ray, P.: Service quality of mHealth platforms: development and validation of a hierarchical model using PLS. Electron. Markets 20(3), 209–227 (2010)

    Article  Google Scholar 

  24. Akter, S., D’Ambra, J., Ray, P.: Trustworthiness in mHealth information services: an assessment of a hierarchical model with mediating and moderating effects using partial least squares (PLS). J. Am. Soc. Inform. Sci. Technol. 62(1), 100–116 (2011)

    Article  Google Scholar 

  25. Lovelock, C., Wirtz, J.: Services Marketing: People, Technology, Strategy, 7th edn. Prentice Hall, Boston (2010)

    Google Scholar 

  26. Berkowitz, E.N., Hillestad, S.G.: Evolution of tripartite model of hospital selection. In: Procedings from Advances in Health Care Research, Association for Consumer Research (1982)

    Google Scholar 

  27. Wright, N.D., Parsons, R.J.: Consumers’ selection of hospital maternity care. In: Proceedings from Advances in Health Care Research, Association for Consumer Research, Snowbird, UT (1982)

    Google Scholar 

  28. van den Brink-Muinen, A., et al.: Do our talks with patients meet their expectations? J. Fam. Pract. 56(7), 559 (2007)

    Google Scholar 

  29. Haverkamp, D., et al.: The validity of patient satisfaction as single question in outcome measurement of total hip arthroplasty. J. Long Term Eff. Med. Implants 18(2), 145–150 (2008)

    Article  Google Scholar 

  30. Andaleeb, S.S.: Public and private hospitals in Bangladesh: service quality and predictors of hospital choice. Health Policy Plann. 15(1), 95–102 (2000)

    Article  Google Scholar 

  31. Parasuraman, A., Zeithaml, V.A., Berry, L.L.: SERVQUAL: a multiple-item scale for measuring consumer perceptions. J. Retail. 64(1), 12–40 (1988)

    Google Scholar 

  32. Malhotra, N.: Marketing Research: An Applied Orientation, 4th edn. Pearson Education, Upper Saddle River (2004)

    Google Scholar 

  33. Hair, J.F.J., et al.: Multivariate Data Analysis: A Global Perspective, 7th edn. Pearson Prentice Hall, Upper Saddle River (2010)

    Google Scholar 

  34. Ivatury, G., Moore, J., Bloch, A.: A doctor in your pocket: health hotlines in developing countries. Innovations Technol. Gov. Globalization 4(1), 119–153 (2009)

    Article  Google Scholar 

  35. World Bank: World Development Report: Making Services Work for Poor People. World Bank, New York (2004)

    Google Scholar 

  36. Siddiqui, N., Khandaker, S.A.: Comparison of services of public, private and foreign hospitals from the perspective of Bangladeshi patients. J. Health Popul. Nutr. 25(2), 221–230 (2007)

    Google Scholar 

Download references

Author information

Authors and Affiliations

  1. School of Information Systems, Technology and Management, Australian School of Business, University of New South Wales, Sydney, NSW, Australia

    Saradhi Motamarri

Authors
  1. Saradhi Motamarri
    View author publications

    You can also search for this author in PubMed Google Scholar

Corresponding author

Correspondence to Saradhi Motamarri .

Editor information

Editors and Affiliations

  1. University of Sydney, Sydney, New South Wales, Australia

    Joseph G. Davis

  2. University of Washington, Tacoma, Washington, USA

    Haluk Demirkan

  3. IBM Almaden Research Center, San Jose, California, USA

    Hamid R. Motahari-Nezhad

Rights and permissions

Reprints and permissions

Copyright information

© 2014 Springer International Publishing Switzerland

About this paper

Cite this paper

Motamarri, S. (2014). A Six Cell Services Comparison Model for Healthcare. In: Davis, J., Demirkan, H., Motahari-Nezhad, H. (eds) Service Research and Innovation. ASSRI 2013. Lecture Notes in Business Information Processing, vol 177. Springer, Cham. https://doi.org/10.1007/978-3-319-07950-9_6

Download citation

  • DOI: https://doi.org/10.1007/978-3-319-07950-9_6

  • Published:

  • Publisher Name: Springer, Cham

  • Print ISBN: 978-3-319-07949-3

  • Online ISBN: 978-3-319-07950-9

  • eBook Packages: Computer ScienceComputer Science (R0)

Publish with us

Policies and ethics

Search

Navigation