PurposeThe purpose of this article is to provide an overview and evaluation of performance measurement systems and also present a framework for the selection of an appropriate performance measurement system for healthcare processes.Design/methodology/approachThe paper provides a brief review of the existing performance measurement frameworks. On the basis of review, performance measurement system criteria are identified and accordingly a framework has been proposed for measuring performance in healthcare processes.FindingsThe measurement of performance of a healthcare organization is still an unresolved issue. A performance measurement system should be sensitive to changes in the external and internal environment of an organization. The proposed framework measures performance from a multi and interrelated perspective, namely efficiency, effectiveness and flexibility.Practical implicationsThe study will help the healthcare organization to know how they are performing; it will also help in benchmarking the organization so that customers know the value of the money they pay for the service.Originality/valueThe framework presented provides a performance measurement system for healthcare processes that is sensitive to change in the external and internal environment of an organization.
Purpose
The purpose of this paper is to develop a structural framework for factors influencing the creation of negative electronic word of mouth (WOM) at online forums, review portals, social networking sites or any other internet-based platform. Consumers frequently talk about consumption through WOM. With the unprecedented progress in digitalization of world, consumers usually tell stories about a product or service experience online. The study aims to identify the antecedents for negative electronic WOM (EWOM) and develop a structural model with different levels of factors.
Design/methodology/approach
Literature review and group judgment techniques are used to identify the factors responsible for negative WOM. The study uses interpretive structural modeling approach to develop a structural model representing interrelationships among factors. The model also represents the factors at different levels along with most and least dominant factors responsible for EWOM.
Findings
Seven factors responsible for negative electronic WOM are identified which are spread over three levels. First level of factors includes anxiety reduction, advice seeking, exertion of power (over companies) and social benefits (received), whereas the second level of factors includes altruism (negative WOM) and economic rewards. The most dominant factor identified is vengeance, which is at level three.
Practical implications
The study identified three levels of factors responsible for negative EWOM. Companies can strategies their resources to ensure that no consumer reaches beyond level one. Beyond level one, the involved factors may jeopardize the brand value and brand image of the company.
Originality/value
The study contributes to the literature by providing a structural model for negative EWOM. This model identifies the most and least dominant factors and guides managers to take necessary action to prevent negative EWOM.
The objective of this study is to categorize the home health nursing care activities and hazards applicable to Indian settings, into high, medium, and low priority levels with the help of risk assessment table and risk matrix. The research design is exploratory and the study is cross-sectional, A self-administered questionnaire is prepared for Indian settings based on the literature review; the content validity and the internal consistency were ensured; the mean scores and the frequencies for the activities were calculated. The severity scores for the identified 14 perceived high-risk activities were assigned with the help of the brainstorming session. The hazard of slippery floors and exposure to blood fell into high priority area (denoted by red area) with high severity and high occurrence score, similarly overloaded and unsafe electrical outlets, rushing with clients, time pressure for reaching the client’s home, and contact with chemicals fell into medium priority category (denoted by yellow area). Finally, hazards such as uncontrolled pets and verbal abuse from patients fell into low priority levels. The providers should take measures for hazards such as slippery floors, overloaded and unsafe electrical outlets, rushing with clients, time pressure for reaching the client’s home, exposure to blood, and contact with chemicals, as these hazards fell into high-medium severity rating with high-medium probability.
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