... Limited 2020 Emerald Publishing Limited Licensed re-use rights only CRM Hospitals Ghana Patient satisfaction Patient loyalty The health-care industry like many other industries has recognized the essence of and the need to have loyal customers (patients), given that a focus...

...Shailesh Rastogi; Arpita Sharma Purpose A highly competitive market incentivizes private healthcare providers to deliver high quality services. The purpose of this paper is to identify the perceived expectations of a new private multi-speciality hospital in a non-metro city. To this end, the paper...

...Ishani Patel; Tricia J. Johnson; Andrew N. Garman; Samuel Hohmann; Paola Pescara; Jarrett Fowler; Shabnam Daneshgar Purpose Hospitals catering to the unique needs of international patients often make substantial investments in their international program. Research has yet to evaluate the return...

...Mona Al‐Amin; Suzanne C. Makarem; Rohit Pradhan Purpose The volume of international patients has been growing in the past 15 years, with developing countries gaining a larger market share. The international patients market is lucrative, given that hospitals may be able to attract an affluent...

...Edgar Huang; Davide Bolchini; Josette F. Jones Purpose While hospitals have done much over the last five years to push new media marketing, little research has been done to find out whether such endeavors are justified by users' healthcare online information consumption. This study attempts...

... (TECHOR) approach in a large‐scale hospital and healthcare system. Design/methodology/approach A grounded approach is used whereby extensive literature review and field studies were conducted over a two‐year period. The three major field research activities included observation on hospital premises...

...Mahmud Hassan; Howard P. Tuckman; Robert H. Patrick; David S. Kountz; Jennifer L. Kohn Purpose Hospital‐acquired infection (HAI) poses important health and financial problems for society. Understanding the causes of infection in hospital care is strategically important for hospital administration...

...Zafer Ağdelen; Burcu Toker Ersöz; Nilgün Sarp Purpose Recent concern about governmental hospital performance has intensified interest in the working conditions of doctors. In North Cyprus, there are several problems related with the functioning and performance of hospitals, such as lack of patient...

...Michel Rod; Nicholas J. Ashill Purpose The purpose of this paper is to investigate a model of management commitment to service quality (MCSQ) and service recovery performance in the context of public and private hospitals in New Zealand. Design/methodology/approach In a cross‐sectional survey...

...Jayesh P. Aagja; Renuka Garg Purpose The purpose of this paper is to develop a scale for measuring perceived service quality for public hospitals from the user's (patient's) perspective. The objective is to measure perceived service quality of public hospitals. Design/methodology/approach...

...Edgar Huang Purpose The purpose of this paper is to examine the adoption of videos on US hospital web sites in an attempt to find out how this new medium had been used by hospitals for marketing purposes. Design/methodology/approach Based on a systematic probability sample of the 6,456 US...

...Alberto Coustasse Purpose The purpose of this paper is to estimate the costs of medical detoxification among patients with alcohol and substance abuse disorders. Design/methodology/approach The study data was drawn from a medical detoxification program in a community hospital in Texas...

...Imad Baalbaki; Zafar U. Ahmed; Valentin H. Pashtenko; Suzanne Makarem Purpose The purpose of this paper is to provide insight, exploratory research, and support for the strategic use of hospital secondary support functions as an initial strategy for marketing healthcare, increasing patient volume...

...Charles E. Hegji; Donald R. Self; Carolyn Sara (Casey) Findley Purpose The paper aims to study the relationship between hospital quality and hospital profits for a sample of 88 Alabama hospitals. Design/methodology/approach Quality is measured by three groups of procedures performed on newly...