Understanding customers hospital experience and value co-creation behavior
Yazarlar (2)
Doç. Dr. Çağlar SAMSA
Kafkas Üniversitesi, Türkiye
Prof. Dr. Alpaslan YÜCE
Kafkas Üniversitesi, Türkiye
| Makale Türü | Özgün Makale |
| Makale Alt Türü | ESCI dergilerinde yayınlanan tam makale |
| Dergi Adı | The TQM Journal |
| Dergi ISSN | 1754-2731 Wos Dergi Scopus Dergi |
| Dergi Tarandığı Indeksler | Emerging Sources Citation Index (ESCI), Scopus, Busines, Ergonomic Abstracts, INSPEC, ProQuest, Research Trends in Advanced Manufacturing, ReadCube Discover, Scopus, Technical Education and Training Abstracts, TOC Premier (EBSCO)s Source Alumni Edition/Complete/Government Edition/Corporate Plus/Elite/Premier, Cabell's Dictionary of Publishing Opportunities in Management and Marketing, DIALOG, Education Research Complete/Education Source, Emerald Management Reviews, ANVUR GEV13's List (Rank B), ANVUR ASN's List (Rank A), Association of Business Schools (ABS) Academic Journal Quality Guide, AERES (France), Australian Business Deans Council (ABDC) Quality Journal List, Australian Research Council (ERA Journal List), CNRS (France), NSD (Norway), Polish Scholarly Bibliography (PBN), The Publication Forum (Finland) |
| Makale Dili | Türkçe |
| Basım Tarihi | 01-2022 |
| Cilt No | 34 |
| Sayı | 6 |
| Sayfalar | 1860 / 1876 |
| DOI Numarası | 10.1108/TQM-09-2021-0282 |
| Makale Linki | http://dx.doi.org/10.1108/tqm-09-2021-0282 |
| Özet |
| PurposeThe purpose of this paper is to test what experience value factors are required to constitute customer value co-creation behavior.Design/methodology/approachThe authors collected the opinions of 395 customers who had hospital experience in the last one year and the value they perceived from these experiences through random sampling. In addition, they tested the effect of the value perceived by the customers from these experiences on the customer value co-creation behavior with the partial least structural equation modeling (PLS-SEM) model using Smart PLS 3 software.FindingsThe measurements had strong reliability and validity. In addition, PLS-SEM results showed that customer experience value had a positive and significant effect on customer value co-creation behavior. The results of the study have revealed that creating the perception of customer experience value is an important determinant of customer value co-creation behavior (customer citizenship behavior and customer participation behavior) in hospitals.Research limitations/implicationsThe limitation of the study is that the study was conducted only in public hospitals. The application was carried out in only one city and two public hospitals.Practical implicationsIt was concluded that customer experience value is the key factor for co-creation value in hospitals.Originality/valueAchieving co-creation value is considered a key element in the success and competitive advantage of hospitals. In the study, it was seen that the perception of customer experience value is very important in the success of the companies. It is predicted that these results will make significant contributions to firm managers in the design of hospital journeys of customers, service improvement and service excellence efforts. |
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BM Sürdürülebilir Kalkınma Amaçları
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