Background Due to an increasingly elderly population, a higher incidence of chronic
diseases and higher expectations regarding public service provision, healthcare services …

Customer service is a central feature of the service context. As service research has evolved
into a burgeoning multidisciplinary field, management scholars have developed an …

This large‐scale study (n= 5,349) explores a long‐standing, but rarely validated value chain.
Since the inception of human resource development (HRD), the intersection between top …

Although phygital is overly used across businesses, the construct lacks an academic
conceptualization. The existing studies define the concept in regards to the marketing …

Introduction The quality of nursing services is one of the main factors accelerating patients'
recovery. The present study aimed to examine patients' perceptions of the quality of nursing …

Patient and family engaged care (PFEC) is care planned, delivered, managed, and
continuously improved in active partnership with patients and their families (or care partners …

The rapid development of mobile technologies enables more patients to adopt mobile
consultations for health services. Mobile health consultations allow voice consultation, a …

Background There is international concern about the lack of compassion in healthcare
systems. A valid and reliable tool for measuring compassion in healthcare systems and …

Health services compared to the most of other sectors' customer services present some
special traits, such as extreme complexity, co-production, and intangibility, while financial …

Customer mistreatment as a common workplace stressor in the service industry has
detrimental effects on service employees. Drawing on cognitive theories of rumination, the …