Search

Patient satisfaction and the willingness to recommend a hospital are critical for healthcare quality improvement. This study focuses on orthopedic patients, recognizing their unique healthcare experiences. We aimed to explore factors influencing orthopedic patients' willingness to recommend the hospital, considering various demographic and clinical variables. A cross-sectional survey of 200 orthopedic patients hospitalized between July and December 2023 in north-central Israel was conducted. Results revealed a positive association between age and willingness to recommend (odds ratio [OR] = 2.44), while emergency department stay length showed a negative association (OR = 0.58). Satisfaction with hospital care positively influenced the willingness to recommend (OR = 1.96). Gender, comorbidities, and hospital stay length did not significantly impact willingness to recommend. The study highlights the role of satisfaction and the impact of extended emergency department stays, emphasizing the need for nuanced strategies to optimize orthopedic patient experiences. Valuable insights are offered for healthcare providers and policymakers. [ABSTRACT FROM AUTHOR]

With the anticipated rise in the number of hospitals driven by population growth, increasing healthcare expenditure, and escalating lifestyle-related disease risks, the hospital industry is facing intensified competition. Patient recommendations play a crucial role in hospital marketing, heavily influenced by patient satisfaction with service quality and a hospital's positive image. However, many hospitals encounter challenges with patient reluctance to recommend. This study evaluates patient satisfaction and willingness to recommend, focusing on a new hospital in Tasikmalaya. The sample consisted of 300 outpatients over 18 years old who had been treated at least twice. Data were gathered through randomly distributed questionnaires and analyzed using PLS-SEM. The findings reveal that the marketing mix, brand image, and patient satisfaction significantly and positively impact willingness to recommend. While the marketing mix has a positive but not significant effect on patient satisfaction, brand image significantly enhances patient satisfaction. Additionally, the marketing mix and brand image positively and significantly influence willingness to recommend when mediated by patient satisfaction. [ABSTRACT FROM AUTHOR]

Airports are essential to the global economy, providing significant revenue and driving regional growth. In order to remain competitive and achieve sustainable development, airports must continuously monitor and improve service quality. To this end, understanding traveller perceptions of their experiences is important. While traditional survey-based methods are beneficial, managers are increasingly looking for alternative ways of collecting feedback, such as online reviews. Automated text analysis provides a cost- and time-effective technique with which to analyse large datasets of unsolicited online reviews, providing managers with strategic insights to enhance service quality. This study explores the potential of supplementing traditional airport service quality monitoring methods with automated text analyses to better understand traveller feedback and improve service quality. The results provide new methods to measure airport service quality, offering a fresh perspective on customers' satisfaction with service quality experiences, and highlighting key strategic implications that can help organisations gain a competitive advantage. [ABSTRACT FROM AUTHOR]

Purpose: This study aims to develop and test an integrative model that examines the effects of customization and perceived employee authenticity on customer delight, which in turn influences customers' willingness to recommend (WTR) and willingness to pay a premium (WTPP) as outcomes in a hotel context. The moderating role of online review valence in this process is also examined. Design/methodology/approach: This study adopts a 2 (customization: low vs high) × 2 (perceived employee authenticity: low vs high) × 2 (online review valence: negative vs positive) experimental design. A total of 409 US consumers were recruited and randomly assigned to a hotel check-in scenario. Partial least squares structural equation modeling was used to test the hypothesized relationships. Findings: Findings confirmed the role of customer delight in mediating customization and employee authenticity on WTR and WTPP. In addition, perceived employee authenticity was a stronger driver of customer delight for consumers exposed to negative online reviews than for those exposed to positive reviews. Practical implications: The findings provide useful guidance in designing efficient service strategies for generating a delightful customer experience. Hotel practitioners should provide customized services and manage employees in a way that helps them deliver authentic services that achieve customer delight. Understanding that customer expectations formed through online reviews play a significant role in service evaluations, hotel managers make an extra effort to monitor online reviews and manage customer expectations. Originality/value: Although existing research suggests that customer delight plays an important role in positive consumer outcomes, there is still potential space to explore the theoretical mediational mechanisms underlying this effect and the moderating effect on this relationship between customer delight and consumer responses. This study contributes by testing the moderating impact of online review valence and the mediating impact of customer delight. [ABSTRACT FROM AUTHOR]

Pecans have many health benefits and are known for being part of a heart-healthy diet. Nutrition education is a key component in increasing pecan consumption among young consumers. In an effort to improve the efficacy of nutrition education targeting a younger demographic, this study aims to investigate how the information quality of a nutrition education program affects consumers' nutrition knowledge, trust, and intentions to recommend and try pecans. A total of 271 usable questionnaires were collected from college students at a southeast university. Our findings indicate that information quality could directly influence consumer knowledge and trust in an information source and indirectly influences consumers' willingness to recommend or try a product. This study also showed that improved consumer knowledge and trust in an information source could strongly affect their willingness to recommend pecan products. The findings of this study can be used to increase the efficacy of educational marketing strategies in the pecan industry and drive an increase in consumption among younger populations.

Objective To evaluate the medical workers’ knowledge and attitude about HPV vaccine, analyze the influencing factors of medical workers’ willingness to recommend HPV vaccination, and provide scientific advice for the HPV vaccination plan. Methods Multi-center stratified sampling was used to invite medical workers in Shanghai, Guangzhou and Shenzhen to conduct questionnaire survey, and a total of 1 395 valid questionnaires were collected. The survey results were entered using WJX. cn, and SPSS 20.0 was used for statistical analysis of the data. Results Only 46.2% of the medical workers said they would actively recommend HPV vaccines at work. Compared with medical workers in Shanghai, medical workers in Guangzhou (OR=1.58, 95%CI: 1.18-2.12) and Shenzhen (OR=2.06, 95%CI: 1.54- 2.74) were more likely to recommend HPV vaccine at work; Medical workers in general hospitals were less likely to recommend HPV vaccine than in community health service centers (OR=0.68, 95%CI: 0.49- 0.93). Medical workers who knew more about HPV vaccine were more likely to recommend HPV vaccine (OR=1.76, 95%CI: 1.38-2.26). Medical workers who disagreed with ‘worried about the risk and safety of HPV vaccine’ (OR=1.40, 95%CI: 1.04-1.87) were more likely to recommend HPV vaccine. Respondents who disagreed with ‘HPV vaccine isn’t cost-effective, regular screening is enough’ (OR=1.54, 95%CI: 1.19-1.99) and ‘I don't have time and tools to explain some complicated problems’ (OR=1.41, 95%CI: 1.09-1.83) were more likely to recommend HPV vaccine to patients. Conclusion The willingness of medical workers to recommend HPV vaccination at work was not high. Medical workers with knowledge of the HPV vaccine are more likely to recommend vaccination. Medical workers should be provided with more information about HPV vaccines. [ABSTRACT FROM AUTHOR]

The banking industry, which plays an essential role in any economy, is characterized by customers choosing a bank in early adulthood. For this reason, Generation Z is currently the emerging cohort of consumers in the banking industry, and understanding their behavior is paramount to a bank’s success. In this paper, we (re)consider a model of the relationship between satisfaction and loyalty in the context of Generation Z, separately analyzing individuals with high financial literacy and those with low financial literacy. The results suggest that individuals with low financial literacy, as compared to individuals with high financial literacy, rely more heavily on subjective cues (such as customer feedback) when recommending to others and creating cognitive loyalty and that these customers tend to remain loyal primarily due to inertia. The findings have important implications for banks that need to segment their consumers according to their financial literacy (high vs. low), – as satisfaction, cognitive loyalty, willingness to recommend, and behavioral loyalty are driven by different mechanisms in the two segments.

This study aims to determine the influence of in-store promotion in the form of price discount and price package on customer value and purchase intention. The research sample was 120 consumers purchasing the private label products in modern stores using a purposive sampling technique. The data were then analyzed using SEM PLS. The result revealed that all hypotheses were accepted and each variable studied showed a strong and significant influence on each other, especially in terms of its influence on the purchase intention. In-store promotion is a more influencing variable of purchase intention in private label products than customer value. The result also pointed out the three most dominant items forming in-store promotion, customer value, and purchase intention. Those items are the frequency of discount program, the products’ quality, and the reference group that helps the company promoting private label products, usually friends’ recommendation. These findings are expected to be used by decision-makers in retail businesses to formulate in-store promotional activities and create customer value following the target market to increase consumers’ willingness to buy private label products. Acknowledgment The authors would like to express their gratitude to the Doctoral Dissertation Research Grant Program of the Ministry of Research, Technology, and Higher Education for funding this research. The authors highly appreciate the assistance, suggestions, and inputs from both editors and reviewers of this article.

The study was conducted with the overall purpose of examining the relationship between novelty seeking, satisfaction, return intention, and willingness to recommend of international visitors in Vietnam. Structural Equation Modeling (SEM) was used in this study. Research data were collected by direct interviews with 252 international visitors from different countries visiting at least two tourist attractions in Vietnam. The research's results indicated that novelty-seeking was made up of four factors (relaxation seeking, experience seeking, arousal seek-ing, and boredom alleviation). The research proved that novelty seeking positively affected satisfaction. Besides, satisfaction also contributed to high effects on two other factors, namely, return intention and willingness to recommend. Comprehensively, some recommendations were provided to improve destinations' attractiveness as well as to ameliorate Vietnamese tourism service quality.

To prevent workplace incivility, scholars encourage organizations to use reference checks to help eliminate uncivil applicants. However, under certain conditions, reference providers may be willing to recommend their rude colleagues for employment. We test this possibility by studying willingness to recommend, which captures a willingness to serve as a professional reference for a colleague. Based on signaling theory, we hypothesized that colleague incivility is negatively related to willingness to recommend, but this relationship is moderated by colleague in-role performance and job-level factors. In study 1, multilevel modeling of multisource data revealed that colleague incivility negatively related to willingness to recommend, but troublingly, this relationship was weaker among colleagues who were high rather than low performers, regardless of job-level moderators. In study 2, we tested whether organizations can intervene and encourage potential reference providers to pay greater attention to incivility. Regression results showed that providers placed greater weight on their colleague's incivility in relation to willingness to recommend when signals were sent that the hiring organization was unwilling to sacrifice civility for top performance. Our research helps illuminate when incivility instigators are likely to be recommended for employment and demonstrates a way to maximize the use of reference checks for incivility prevention. [ABSTRACT FROM AUTHOR]

Background: Nurses' perception towards job satisfaction and willingness to recommend their workplace are relevant to a number of areas including the quality of nursing care delivery. Hence, an increasing number of scholars seek to understand the factors that influence these two concepts. Yet, inclusiveness and openness to innovation are under-investigated. Purpose: The paper focuses on the relative importance that factors like propensity towards innovation, working conditions and inclusion have on nurses' job satisfaction and their willingness to recommend their workplace. Methods: A large sample of nurses was extracted from the organizational climate survey carried out in all healthcare authorities of nine Italian Regions through the years 2016–2018. Descriptive and multilevel regressions were carried out to investigate the factors that influence nurses' job satisfaction and their willingness to recommend the hospital in which they work in, analysing both overall and in specific age classes. Results: When recommending a workplace, nurses tend to recommend units showing higher propensity to innovate (OR 2.83), while the most important factor related to job satisfaction is the encouragement after a failure (OR 2.23). Inclusiveness is a key factor for both job satisfaction and willingness to recommend, whilst innovation prone organizations appear to be the most attractive for nurses. The levers mix is slightly different among the age classes. Findings identify the levers to be used in order to attract nurse workforce and increase nurses' job satisfaction. These levers are partially different for young and senior nurses. [ABSTRACT FROM AUTHOR]

Recently concepts from attachment theory are being applied to business situations. In this paper we focus on how relationship specific (RS) versus general (G) attachment styles affect the willingness-to-recommend (WtR) by customers. Such WtR refers to the likelihood of customers to recommend the services of their service provider to other customers, based on their experiences with the provider. This WtR is often measured by means of the Net Promoter Score (NPS) which is assumed to be a reliable (credible) market signal as it originates from customers themselves and not from the firm. This study provides insights in this issue using data from 798 members of an online panel from the Netherlands, covering four service industries. Customers are surveyed on their RS and G attachment styles, trust in, satisfaction with, and commitment to their service provider, as well as their WtR this provider. Findings emerge from econometric parallel mediation analyses. This study shows that customers’ RS but not the G attachment styles bias their appraisal of trust in, satisfaction with and commitment to the service provider, which in turn affects their WtR. More specifically, across the four service industries, customers scoring higher on RS anxiety and/or avoidance show systematically lower levels of trust in and satisfaction with, and commitment to the firm, ultimately leading to lower WtR. Firms should especially target those customers that score higher on RS avoidance (possibly in combination with higher levels of RS anxiety) as their WtR is strongly biased which might create uncertainty for other customers about the firm’s reputation.

Recently concepts from attachment theory are being applied to business situations. In this paper we focus on how relationship specific (RS) versus general (G) attachment styles affect the willingness-to-recommend (WtR) by customers. Such WtR refers to the likelihood of customers to recommend the services of their service provider to other customers, based on their experiences with the provider. This WtR is often measured by means of the Net Promoter Score (NPS) which is assumed to be a reliable (credible) market signal as it originates from customers themselves and not from the firm. This study provides insights in this issue using data from 798 members of an online panel from the Netherlands, covering four service industries. Customers are surveyed on their RS and G attachment styles, trust in, satisfaction with, and commitment to their service provider, as well as their WtR this provider. Findings emerge from econometric parallel mediation analyses. This study shows that customers' RS but not the G attachment styles bias their appraisal of trust in, satisfaction with and commitment to the service provider, which in turn affects their WtR. More specifically, across the four service industries, customers scoring higher on RS anxiety and/or avoidance show systematically lower levels of trust in and satisfaction with, and commitment to the firm, ultimately leading to lower WtR. Firms should especially target those customers that score higher on RS avoidance (possibly in combination with higher levels of RS anxiety) as their WtR is strongly biased which might create uncertainty for other customers about the firm's reputation. [ABSTRACT FROM AUTHOR]

Any higher education institution builds an image on the market which contributes to the attraction of quality students. The purpose of this paper is to emphasize the relationship between the university image and students' trust - manifested through their willingness to recommend the university. Data was collected from a significant number of respondents - higher education students studying economics in Romania, in other words 500 questionnaires were analysed. The findings show that students’ personal experience and rumours contribute to the image formation about the higher education institution and greatly influences their willingness to further recommend it therefore this becomes an indicator of the academic performance and success.

This paper evaluates cruise passengers perceived value, satisfaction and willingness to recommend a cruise to someone. Passengers aboard an underway ship cruising the Caribbean were surveyed. Regression analyses revealed that, not surprisingly, perceived value and service quality aboard the ship are key determinants of willingness to recommend a cruise to someone else. More interestingly, however, the quality of the food aboard the ship and the degree to which cruisers found the destinations to be relaxing were also significant indicators. Implications for future research

In this paper, we proposed a new model to evaluate a customer's lifetime value, considering non-financial elements such as the customer’s churn probability, cooperation capability, willingness to refer, willingness to recommend, and innovation. We tested our proposed model on customer data from a mobile phone operator to evaluate the effect of each element on the customer's lifetime value. Four hundred and twenty questionnaires were distributed and 400 questionnaires were determined to be suitable for our study. We employed structural equation modeling using Smart-PLS software and we have found that the innovation, customer’s churn, willingness to refer, and cooperation elements have the strongest effect on the customer's lifetime value.

Yoğun içerik ve küresel kavramsal yaklaşımlar ışığında, literature göre online perakendeciliğin rekabetçi açılardan üç boyutu ön plana çıkmaktadır. Ürün ve hizmetler açısından zaman, hız ve değer katan teklifler olmak üzere atıfta bulunulan bu makalede, internetten satın alma davranışı temelinde tüketicilerin değer ve risk algılaması hedeflenmektedir. Kısaca, bu makalenin problemi formüle etme bölümü karmaşık bir teori olan risk ve değerin internetten satınalma çerçevesinde satınalma ve tavsiye niyeti açısından nasıl algılandığına dayanmaktadır. Bu çalışmada kota örneklemesi uygulanarak İstanbul Ticaret Üniversitesi öğrencilerine bir anket düzenlenmiştir. Genel beklenti kısmi en küçük kareler path modeli yöntemi tarafından kontrol edilmiş iyi/ayrıntılı olarak açıklanmış yapısal denklik modeli geliştirmektir. Bu çalışmada, değer ve risk algılamasının anlaşılması internet perakende pazarı üzerine uygulanabilecek pazarlama stratejilerinin oluşturulmasında bir yol haritası oluşturabilir.

Korean medicine, a form of complementary medicine, has been systematically established in Korea, and related national statistical data are being produced. The aim of this study was to derive a developmental strategy for complementary medicine by investigating the willingness of inpatients and outpatients to recommend Korean medicine as well as their intention to revisit. Data from 1010 outpatients and 904 inpatients included in the 2017 Korean Medicine Utilization and Herbal Medicine Consumption Survey were analyzed. The correlations between revisit intention, willingness to recommend, and variables including demographic characteristics, medical use, and satisfaction were measured using the chi-square test and multiple logistic regression analysis. Male, single, and non-capital area users were less likely to revisit and make recommendations. Users who were dissatisfied with the attitude of Korean medicine doctors, attitude of employees, facility conditions, treatment results, medical expenses, and explanation of treatments had fewer intentions for future use and recommendations. Cupping, pharmacopuncture, and Chuna manual therapy were positively correlated with the intention to revisit and recommend Korean medicine. Satisfaction with treatment results was the most widely affecting variable, and satisfaction with facility conditions was an important determinant. Employee attitudes were a determinant of their willingness to recommend treatment. [ABSTRACT FROM AUTHOR]

Any higher education institution builds an image on the market which contributes to the attraction of quality students. The purpose of this paper is to emphasize the relationship between the university image and students' trust - manifested through their willingness to recommend the university. Data was collected from a significant number of respondents - higher education students studying economics in Romania, in other words 500 questionnaires were analysed. The findings show that students' personal experience and rumours contribute to the image formation about the higher education institution and greatly influences their willingness to further recommend it therefore this becomes an indicator of the academic performance and success. [ABSTRACT FROM AUTHOR]

Purpose – The purpose of this paper is to examine how companies can influence customers’ repurchase intention and willingness to recommend through relationship quality (RQ hereafter) constructs by leveraging customer orientation, expertise and information sharing. Design/methodology/approach – The research informants were recruited from a Southeastern Nigerian city. Data analysis was based on 303 qualified cases extracted from the 332 valid responses retrieved from the customers of retail banking services through a bank-intercept method and online survey. Findings – Except customer orientation, all the antecedents of RQ were directly related to trust and satisfaction. Whereas satisfaction was both directly and indirectly related to repurchase intention and willingness to recommend, trust was directly and indirectly related to repurchase intention but was not directly related to willingness to recommend. It was only indirectly related to willingness to recommend through satisfaction and repurchase intention. Trust and satisfaction mediate the link between RQ antecedents and repurchase intention and willingness to recommend. The research model explained 67 per cent of the total variance in willingness to recommend. Research limitations/implications – The mediating role of RQ in the link between customer orientation, expertise and information sharing and repurchase intention and willingness to recommend remains largely untested in the literature. This provides an avenue for future studies to extend RQ research to the nature of the construct’s behaviour when it is tested as a mediator in the relationship between its antecedents and consequences especially in West Africa where substantive research is scarce. Practical implications – One of the key measures that retail banks can use to keep customers’ patronage and spur them into making business referrals is to build trust and deliver pleasurable satisfaction by leveraging customer orientation, expertise and information sharing. Originality/value – As far as could be established, this paper represents the first attempt to simultaneously explore the indirect effects of customer orientation, expertise and information sharing on repurchase intention and willingness to recommend through the constructs of RQ. The paper further demonstrates that the relationships estimated within the model are not moderated by gender and occupation differences. [ABSTRACT FROM AUTHOR]

Copyright of Tourism & Management Studies is the property of Escola Superior de Gestao, Hotelaria e Turismo, Universidade do Algarve and its content may not be copied or emailed to multiple sites or posted to a listserv without the copyright holder's express written permission. However, users may print, download, or email articles for individual use. This abstract may be abridged. No warranty is given about the accuracy of the copy. Users should refer to the original published version of the material for the full abstract. (Copyright applies to all Abstracts.)

The purpose of this study is to examine the relationship between tourism service quality with overall satisfaction, intention to revisit and willingness to recommend to relatives and friends. This study is significant in at least two ways. First, it extends the work of Rimmington and Yuksel (1998) who included transport as a general component. This study includes taxis as a separate component since taxis are a popular transportation mode. Second, it provides information to multiple government agencies on ways to improve satisfaction among tourists. Data is collected from foreign tourists who visited Kuala Lumpur. A total of 199 completed questionnaires were received. There are three notable findings; first, there is a significant relationship between accommodation service quality, hospitality, entertainment, transportation, taxi service quality and overall satisfaction. Second, there is a significant relationship between overall satisfaction and intention to revisit Kuala Lumpur. Third, there is a significant relationship between overall satisfaction and willingness to recommend Kuala Lumpur to friends and relatives. [ABSTRACT FROM AUTHOR]

Since physical evidences are very important for service provider organizations due to the influence that they may have over the reaction of their target audiences and over their resulting behaviours, this study aims to contribute to the knowledge of the role that physical evidences play in the patients, visitors/caregivers and hospital employees’ overall satisfaction level and their willingness to recommend the services of the organization. At this purpose, through a questionnaire research carried out at the Hospital Pêro da Covilhã (Portugal), where 150 people divided into the three above mentioned groups were surveyed, it was possible to ascertain that physical evidences influence the satisfaction of the hospital target audiences as well as their willingness to recommend the institution to others.

In this paper, we proposed a new model to evaluate a customer's lifetime value, considering non-financial elements such as the customer's churn probability, cooperation capability, willingness to refer, willingness to recommend, and innovation. We tested our proposed model on customer data from a mobile phone operator to evaluate the effect of each element on the customer's lifetime value. Four hundred and twenty questionnaires were distributed and 400 questionnaires were determined to be suitable for our study. We employed structural equation modeling using Smart-PLS software and we have found that the innovation, customer's churn, willingness to refer, and cooperation elements have the strongest effect on the customer's lifetime value. [ABSTRACT FROM AUTHOR]

The current study sets out to examine the winescape for its effects on wine tourist behaviour. In doing so, an empirical winescape scale is introduced to an established decision-making model, the theory of planned behaviour. A total of 1135 responses were collected through a survey that was self-administered to wine tourists across four wineries in Australia and the USA. Structural equation modelling suggested that winescape service staff and complementary product had significant effects on wine tourist attitude toward the winery, making them instrumental in wine tourist decision-making. Winescape setting and wine value were also significant attributes in influencing wine tourist attitude. Findings provide greater insight into which winescape attributes are most critical in shaping wine tourist attitude and in turn, behavioural intention toward the winery. The research model offers an empirical decision-making framework that is easy to use and generalisable in wine tourism contexts. [ABSTRACT FROM AUTHOR]

Tourism is a growing activity around the world and tourism destinations compete fiercely in order to attract tourists. It is usually recognized that the satisfaction that tourists have with the destination is an important way of attracting an increasing number of tourists in the future. Such a process of spreading the recommendation to visit the destination is very important for regions such as the Azores where tourism is still at a very early stage of development. The main goal of this paper is to analyze this topic in the case of the Azores. For this purpose, we use representative data in order to examine to what extent those who visited that region would recommend it to other people. The answer is then conditioned on a set of variables such as the characteristics of the individual and his overall level of satisfaction with the trip using a hierarchical ordered probit model. [ABSTRACT FROM AUTHOR]

Tourism is a growing activity around the world and tourism destinations compete fiercely in order to attract tourists. It is usually recognized that the satisfaction that tourists have with the destination is an important way of attracting an increasing number of tourists in the future. Such a process of spreading the recommendation to visit the destination is very important for regions such as the Azores where tourism is still at a very early stage of development. The main goal of this paper is to analyze this topic in the case of the Azores. For this purpose, we use representative data in order to examine to what extent those who visited that region would recommend it to other people. The answer is then conditioned on a set of variables such as the characteristics of the individual and his overall level of satisfaction with the trip using a hierarchical ordered probit model. [ABSTRACT FROM AUTHOR]

The concept of loyalty in retail banking has been widely addressed within the marketing literature. Nevertheless, although corporate clients generate substantial bank revenues, only a limited number of studies have been carried out to improve understanding of loyalty patterns among corporate clients of differing sizes. The study described in the present paper aimed to identify the key antecedents of willingness to recommend (WTR) and share of wallet (SOW). The research also scrutinised the impact of employee numbers as a potential moderator in relationships between WTR/SOW, and their antecedents (service quality, image, service price, and customer satisfaction). The findings indicate that in almost all cases the number of employees has no moderating effect on these relationships. Finally, the research suggests that the degree of WTR and SOW for micro/small enterprises is significantly stronger compared with medium/large enterprises. [ABSTRACT FROM AUTHOR]

The article presents a study which identifies factors influencing the perceptions of patients for care and their willingness to recommend hospital to others. It develops a multilevel model to identify predictors of the willingness of patients to recommend the hospital to their family and friends and explores the differences in the predictors. Results show that items that generally reflected the interpersonal aspects of case such as physician and nursing behaviors are the strongest predictors.

Adoption of new services in the marketplace, and the impact that word of mouth (WOM) has on adoption, has long been of interest to marketers. Managers have therefore become increasingly interested in measuring WOM activity most commonly through the recommend intention metric. The circumstances under which the predictive ability of this metric can be established, however, are not clear. This research provides the first longitudinal examination of the relationship bet ween recommend intention and the adoption of a new-to-market service (NTMS) brand extension. Analysis is conducted using anonymized data provided by a large U.S. telecommunications provider for 791 customers and their corresponding telephone network (11,552 individuals). The findings indicate an interaction effect where recommend intention predicts new service adoption only when the recommending customers are more recent adopters of the service and are in more frequent contact with the potential customer. Therefore, when managers are using the recommend intention metric to predict adoption, there is a need to take into consideration the exposure of the individual to others in their network and the timing of their adoption. [ABSTRACT FROM AUTHOR]

The importance of country brand image has been assessed and based on the reviews of recent developments in nation branding worldwide. To evaluate the loyalty of the visitors the impact of satisfaction and brand image has been evaluated. Quantitative data from Czech Republic have been utilized and PLS modelling was used to evaluate the relative impact of satisfaction and brand image. [ABSTRACT FROM AUTHOR]

Abstract: The aim of this study was to investigate some Swedish dieticians’, registered nurses’ and physicians’ thoughts about functional foods and their willingness to recommend such foods to patients. The health-care professionals were recruited to participate in one group interview with each profession. Participants were recruited through mailed invitations from primary care centers in Uppsala County district. The interviewed physicians and registered nurses, in contrast to the dieticians, expressed more skepticism and distrust about functional foods, their claimed effects on health and the research documenting these effects. The participating dieticians were more willing to recommend the products to patients than were the participating nurses and physicians. Differences in educational and professional background and level of proficiency in nutrition may have affected the disparate beliefs about functional foods among the interviewed groups. Confusion among patients could be a consequence but further research into these disparities is needed. [Copyright &y& Elsevier]

The performance of officials is often a cause for dissatisfaction that influences customers to discontinue their involvement with sports competitions. Recreational sports conducted by Australian public recreation centers in particular often utilize inexperienced officials who are criticized by participants. Therefore, the purpose of this study was to identify specific attributes of officials' performance and to examine their impact on participants at an Australian public recreation center. A questionnaire administered to a sample of team sport participants at the center indicated that attributes of greatest concern were those relating to the officials' consistency, ability to control games, and perceived bias. In turn, most of these attributes were strongly related to the respondents' willingness to recommend the center to others (an indicator of their own future support for the center). This exploratory study adds another dimension to the current dearth of research that deals with the performance of sport officials, and provides information relevant to the recruitment and training of officials. [ABSTRACT FROM AUTHOR]

Patient ratings of inpatient stay have been the focus of prior research since better patient satisfaction results in a financial benefit to hospitals and are associated with better patient health care outcomes. However, studies that simultaneously account for within- and between-hospital effects are uncommon. We constructed a multilevel structural equation model to identify predictors of patients' willingness to recommend a hospital at both within-hospital and between-hospital levels. We used data from 60 U.S. general medical and surgical hospitals and 12,115 patients. Multilevel structural equation modeling reported that patient ratings on the overall quality of care significantly affect the willingness to recommend within hospitals. Also, patients' perspectives on the hospital environment and nursing are the significant factors that predict the patient ratings on the overall quality of care. Overall patient satisfaction significantly predicts the willingness to recommend at the between-hospital level, whereas hospital size and location have marginal impacts., Competing Interests: Declaration of Conflicting Interests: The authors declared no potential conflicts of interest with respect to the research, authorship, and/or publication of this article, (© The Author(s) 2022.)

Previous research has shown that visitor satisfaction varies across nationalities, that tourists from some countries are more loyal than others, and that visitor satisfaction enhances destination loyalty. However, the relationships between nationality, satisfaction, and loyalty have not been examined together in the past. In this study, we fill this research gap by examining the mediating effect of visitor satisfaction on the relationship between nationality and destination loyalty. For this purpose, we use a joint modeling regression approach. Statistical testing favors this estimation strategy, and the results uncover substantial direct effects of nationality on loyalty. Satisfaction-mediated, or indirect, impacts are not visible in most of the cases (with the exception of Danish travelers). The study offers some practical managerial implications. • Tourist satisfaction and the willingness to recommend a destination are jointly modeled. • Nationality influences tourist satisfaction and destination recommendation. • Satisfaction-mediated effects on recommendation willingness are not significant. • Nationality directly affects willingness to recommend. • Domestic tourists are less willing to recommend a visit. [ABSTRACT FROM AUTHOR]

Investigating the antecedents of tourist behavioral intentions and its relations with the preceding factors has become an interest of researchers very recently. However, domestic tourism is one of the neglected forms of tourism among academics and policymakers in developing countries in general. This study, therefore, has tried to simultaneously analyze (i) the relationships among motivations (push and pull), satisfaction and behavioral intentions (intention to revisit and willingness to recommend), and (ii) the direct and indirect effects of motivations on the behavioural intentions of domestic tourists in the formation of domestic tourism behavioural model. The relationships were structurally analyzed with Maximum Likelihood Estimation (MLE) method of Structural Equation Modeling (SEM) using data collected from 386 domestic tourists from four destination sites in Ethiopia. The results revealed that both pull and push travel motivations were found to be significant predictors of overall satisfaction. Moreover, the direct effects of pull travel motivation on revisit intention as well as willingness to recommend were observed. On the other hand, overall satisfaction influenced revisit intention more significantly than the willingness to recommend. Overall satisfaction also partially mediated the relationships between travel motivations and revisit intention. Furthermore, the direct and indirect effects of push travel motivation were assessed in this study. The results of this study hold important implications for destination managers and researchers to consider the influences of motivations factors on satisfaction and behavioral intentions in their attempt to develop domestic tourism., (© 2020 The Authors.)

This study examines how undergraduates' perceptions of corporate social responsibility (CSR) practices at the hotel they work at affect their commitment to the industry and their willingness to recommend their organizations. It also analyzes person–organization (P–O) fit perceptions as a moderating variable in building relationships. Perceived CSR is examined in two different stakeholder groups: CSR directed toward the community and that directed toward the natural environment. The developed model is tested using partial least squares. The study findings offer both theoretical insights and practical implications. • Environment-oriented responsibility (EOR) effects willingness to recommend (WR). • EOR effects commitment to the tourism industry (CTI). • When P–O fit is low, community-oriented responsibility (COR) negatively effects WR. • When P–O fit are high, COR positively effects on undergraduates' CTI. • When P–O fit are high, EOR positively effects on undergraduates' CTI. [ABSTRACT FROM AUTHOR]

The paper seeks to identify aspects of care that may be easily modified to yield a desired level of improvement in residents' overall satisfaction with nursing homes, comparing data across Canada and Italy. Using a structured questionnaire, 681 and 1116 nursing home residents were surveyed in Ontario in 2009 and in Tuscany in 2012, respectively. Fourteen items were common to the surveys, including willingness to recommend (WTR), which was used as the dependent variable and measure of global satisfaction. The other analogous items were entered as covariates in ordinal logistic regression models predicting residents' WTR in each jurisdiction separately. Regression coefficients were then incorporated into a constrained nonlinear optimization problem selecting the most efficient combination of predictors necessary to increase WTR by as much as 15%. Staff-related aspects of care were selected first in the optimization models of each jurisdiction. In Ontario, to improve WTR the primary focus should be on staff relationships with residents, while in Tuscany it was the technical skill and knowledge of staff that was selected first by the optimization model. Different optimization solutions might mean that the strategies required to improve global satisfaction in one jurisdiction could be different than those for the other jurisdictions. The optimization model employed provides a novel solution for prioritizing areas of focus for quality improvement for nursing homes., (Copyright © 2017 The Authors. Published by Elsevier B.V. All rights reserved.)

In an age where mandatory computer usage within clinical care settings is a non-negotiable term of employment, the amount of applications a provider must access to document care is rapidly increasing. Each application contains an associated username and password. The increasing frequency with which clinicians have to log in and out of different applications is a source of frustration for many healthcare professionals. Healthcare executives see lost productivity. Single sign-on with added computer application roaming capabilities on shared workstations is a viable solution for both the clinician and the organization. The aim of this study is to assess the effect of implementation of single sign-on technology with application roaming on shared workstations. This study focuses on the perception of satisfaction with the implementation of single sign-on technologies within a midsized integrated delivery health network's five emergency departments. We contribute to theory with the following: (1) the development of a construct called facilitated technology interruptions, (2) validation of the construct facilitated technology interruptions, and (3) application of a quantitative method to test the relationship between facilitated technology interruptions and user satisfaction. We surveyed five emergency departments and proposed five hypotheses. We found the positive relationship between facilitated technology interruptions and user satisfaction; the positive relationships between effort expectancy and satisfaction, and effort expectancy and willingness to recommend; and the positive relationship between satisfaction and willingness to recommend. We did not confirm the positive relationship between facilitated technology interruptions and willingness to recommend. We conclude that single sign-on technology increases user satisfaction. Other organizations may use the findings from this study and perform pre-single sign-on versus post-single sign-on evaluations. In practice, single sign-on improved productivity and ensured compliance with the Health Insurance Portability and Accountability Act, minimization of errors, and disruption for critical work., (© The Author(s) 2013.)