Service quality and perceived value of technology-based service encounters: Evaluation of clinical staff satisfaction in Taiwan

Chung Jye Hung, Hsin Hsin Chang, Cheng Joo Eng, Kit Hong Wong

Research output: Contribution to journalArticlepeer-review

6 Citations (Scopus)

Abstract

Previous research has evaluated technology-based service encounters (TBSEs) in the delivery of health care by assessing patient satisfaction. This study examined service quality and perceived value of TBSEs used in health organisations from the perspective of clinical staff, with staff technology readiness as a moderator. A quantitative survey was conducted in Taiwan, across private and public healthcare organisations. Results showed that TBSEs had a direct effect on service quality and perceived value, which in turn had a direct effect on staff satisfaction in using TBSEs. However, service quality had no effect on perceived value when moderated by technology readiness. Theoretical and managerial implications of these findings are discussed.

Original languageEnglish
Pages (from-to)29-36
Number of pages8
JournalHealth Information Management Journal
Volume42
Issue number1
DOIs
Publication statusPublished - 2013

All Science Journal Classification (ASJC) codes

  • Leadership and Management
  • Health Policy

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