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dc.contributor.authorAkın, Mahmut Selami
dc.contributor.authorOkumuş, Abdullah
dc.date.accessioned2023-09-21T07:20:53Z
dc.date.available2023-09-21T07:20:53Z
dc.date.issued2023en_US
dc.identifier.citationAkın, M. S. ve Okumuş, A. (2023). Creating value for patients through service encounter experiences: Evidence from Turkey. Asia Pacific Journal of Marketing and Logistics, 35(4), 828-848. https://doi.org/10.1108/APJML-10-2021-0751en_US
dc.identifier.issn1355-5855
dc.identifier.issn1758-4248
dc.identifier.urihttps://doi.org/10.1108/APJML-10-2021-0751
dc.identifier.urihttps://hdl.handle.net/20.500.12511/11475
dc.description.abstractPurpose The study aims to guide private healthcare organizations to create value for patients through service encounters (SE) based on the value-in-use notion. It also intends to reveal whether SE experiences differ from reputation levels of hospitals. Design/methodology/approach Research embraces mixed methods for building theoretical construction and sampling, seven hospital managers and two private hospitals were interviewed and selected via analytical hierarchical process. A number of 1,023 valid data were obtained from patients through survey. Structural equation modeling, PROCESS macro and multigroup analysis were used to test for research model. Findings Call center experience among pre-core SE affected patient satisfaction positively and behavioral intention indirectly; however, online and social experiences did not. As core SE, physician and nursing interaction, trust, accessibility and perceived sufficient waiting positively influenced patient satisfaction and behavioral intention, though physical evidence and supportive staff interaction did not. In the post-core stage, patient satisfaction positively impacts behavioral intention. Additionally, those effects were equivalent for high and low reputations. Originality/value Study uniquely attempts to shift the paradigm from value-in-exchange to value-in-use in private healthcare context by embracing SE approach. Research differs from others by revealing the remarkable role of intangible assets instead of tangibles on holistic patient experience, essential for creating and managing value for patients.en_US
dc.language.isoengen_US
dc.publisherEmerald Publishingen_US
dc.rightsinfo:eu-repo/semantics/embargoedAccessen_US
dc.subjectService Encountersen_US
dc.subjectPatient Experienceen_US
dc.subjectPatient Satisfactionen_US
dc.subjectBehavioral Intentionen_US
dc.subjectAnalytical Hierarchical Processen_US
dc.subjectStructural Equation Modelingen_US
dc.titleCreating value for patients through service encounter experiences: Evidence from Turkeyen_US
dc.typearticleen_US
dc.relation.ispartofAsia Pacific Journal of Marketing and Logisticsen_US
dc.departmentİstanbul Medipol Üniversitesi, Sosyal Bilimler Meslek Yüksekokulu, Halkla İlişkiler ve Tanıtım Ana Bilim Dalıen_US
dc.authorid0000-0002-8175-4618en_US
dc.identifier.volume35en_US
dc.identifier.issue4en_US
dc.identifier.startpage828en_US
dc.identifier.endpage848en_US
dc.relation.publicationcategoryMakale - Uluslararası Hakemli Dergi - Kurum Öğretim Elemanıen_US
dc.identifier.doi10.1108/APJML-10-2021-0751en_US
dc.institutionauthorAkın, Mahmut Selami
dc.identifier.wosqualityQ3en_US
dc.identifier.wos000811449700001en_US
dc.identifier.scopus2-s2.0-85131940600en_US
dc.identifier.scopusqualityQ1en_US


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