Have a personal or library account? Click to login
Policy Effects on the Quality of Public Health Care: Evaluating Portuguese Public Hospitals’ Quality through Customers’ Views Cover

Policy Effects on the Quality of Public Health Care: Evaluating Portuguese Public Hospitals’ Quality through Customers’ Views

Open Access
|Feb 2016

References

  1. Aiken, L. H., Sean P. C., & Douglas M. S. 2002. Hospital staffing, organization, and quality of care: cross-national findings, International Journal For Quality In Health Care, 14, 5-13.
  2. Anderson, E. A. W., Fornell, C. & Rust, R. T. 1997. Customer satisfaction, productivity, and profitability: differences between goods and services, Marketing Science 16, 129-145.
  3. Bazeley, P. 2009. Integrating Data analysis in Mixed Methods Research, Journal of Mixed Methods Research, 3, 200-207.
  4. Bhatnagar, A. & Ghose, S. 2004. A latent class segmentation analysis of e-shoppers, Journal of Business Research, 57, 758-767.
  5. Bjurulf, S., Vedung, E. & Larsson, C. G. 2012. A triangulation approach to impact evaluation, Evaluation, January 2013 vol. 19 no. 156-73.
  6. Bodet, G. 2006. Investigating customer satisfaction in a health club context by an application of the tetraclass model, European Sport Management Quarterly, 6(2), 149-165.
  7. Bonilla, J. & Huntington, J. 2005. Leveraging Latent Class segmentation to Optimize Marketing Campaigns and Sales Force Implementation, 2005 PMSA Conference.
  8. Box, R. C., Marshall, G. S., Reed, B. J. & Reed, C. M. 2001. New Public Management and Substantive Democracy, Public Administration Review, 61, 608-619.
  9. Boyne, G. A. 2003. Sources of Public Service Improvement: A Critical Review and Research Agenda, Journal of Public Administration Research Theory, 13, 367-394.
  10. Caccia-Bava, M. C., Guimaraes, V. C. K. & Guimaraes, T. 2008. Testing for some major determinants for hospital innovation sucess, International Journal of Health Care Quality Assurance, 22, 454-470.
  11. Campbell, S. M., Roland, M. O. & Buetow, S. A. 2000. Defning quality of care, Social Science & Medicine, 51, 1611-1625.
  12. Chung, B. G. 2001. A service market segmentation approach to strategic human resource management, Journal of Quality Management 6, 117-138.
  13. Dabholkar, P. A. 2000. A Comprehensive Framework for Service Quality: An Investigation of Critical Conceptual and Measurement Issues Trough a Longitudinal Study, Journal of Retailing, 76, 139-173.
  14. Dempster, A. P., Laird, N. M. & Rubin, D. B. 1977. Maximum Likelihood from incomplete Data via EM algorithm, Journal of the Royal Statistics Society, B, 39, 1-38.
  15. Dillon, W. R., &Kumar, A. 1994. Latent structure and other mixture models in marketing: An integrative survey and overview, chapter 9 in R.P. Bagozi (ed.), Advanced methods of Marketing Research, 352-388, Cambridge: Blackwell Publishers.
  16. Donabedian, A. 1997. The quality of care: How can it be assessed?, Archives of Pathology & Laboratory Medicine, 121, 1145-1150.
  17. Fenn, P. L., Gray, A., Rickman, N., Vencappa, D., Rivero, O. & Lotti, E. 2010. Enterprise Liability, Risk Pooling, and Diagnostic Care, Journal of Public Administration, 20, 225-242.
  18. Fialho, A. s., Oliveira, M. D. and Sá, A. B. 2011. Using discrete event simulation to compare the performance of family health unit and primary health care centre organizational models in Portugal, BMC Health Services Research 2011, 11:274-28510.1186/1472-6963-11-274
  19. Fonseca, Jaime R. S. 2013a. How Satisfied are Citizens with Public Hospitals’ Service?, International Journal of Health Care Quality Assurance, Emerald, Vol. 26, Issue 6, pp. 522-535.
  20. Fonseca, Jaime R. S. 2013b. Clustering in the Field of Social Sciences: That’s Your Choice, International Journal of Social Research Methodology, 16 (5), 403-42810.1080/13645579.2012.716973
  21. Fonseca, J. R. S. 2009. Customer satisfaction study via a latent segment model, Journal of Retailing and Consumer Services 16, 352-359.
  22. Fonseca, J. R. S., & Margarida C. G. M. S. 2005. Retail Clients Latent Segments in C. Bento, A. Cardoso, and G. Dias, eds.: Progress in Artificial Intelligence (Springer).10.1007/11595014_35
  23. Fonseca, J. R. S. & Cardoso G. M. S. 2007. Mixture-Model Cluster Analysis using Information Theoretical Criteria, Intelligent Data Analysis, 11, 155-173.
  24. Hood, C. 1991. THE “NEW PUBLIC MANAGEMENT” IN THE 1980s: VARIATIONS ON A THEME, Accounting Organizations and Society 69, 3-19.
  25. Keeler, E. B., Rubenstein, L. V., Kahn, K. L., Draper, D., Harrison, E. R. McGinty, M. J., Rogers, W. H. & Brook, R. H. 1992. Hospital Characteristics and Quality of Care, JAMA 268, 1709-1714.
  26. Levy, R. 2003. Critical success factors in public management reform: the case of the European Commission, International Review of Administrative Sciences, 69, 553-566.
  27. Lohr, K. 1992. Medicare: a strategy for quality assurance (National Academy Press, Washington, DC).
  28. Lowery, D. 1998. Consumer Sovereignty and Quasi-Market Failure, Journal of Public Administration Research and Theory 8, 137-172.
  29. Magidson, J., & Vermunt, J. K. 2003. A Nonthechnical Introduction to Latent Class Models, (Tilburg University, Nederlands, Statistical Innovations, Inc.).
  30. McAlexander, J. h., Kaldenberg, D. O. & Harold F. K. 1994. Service quality measurement, Journal of Health Care Marketing 14, 34-40.
  31. McLachlan, G. F., & Peel, D. 2000. Finite Mixture Models (John Wiley & Sons.).10.1002/0471721182
  32. Oja, P. I., Kouri, T. T. & Pakarinen, A. J. 2006. From customer satisfaction survey to corrective actions in laboratory services in a university hospital, International Journal for Quality in Health Care 18, 422-428.
  33. Peters, B. G. 1998. Governance Without Government? Rethinking Public Administration, Journal of Public Administration Research and Theory, 8, 223-243.
  34. Rahmqvist, M. & Bara, A.-C. 2010. Patient characteristics and quality dimensions related to patient satisfaction, International Journal For Quality In Health Care 22, 86-92. Smith, A. K., & Bolton, R. N. 2002. The Effects of Customers’ Emotional Responses to Service Failures on their Recovery Effort Evaluations and Satisfaction Judgments, Journal of the Academy of Marketing Science 30, 5-23.
  35. Spreng, R. A. & Macoy, R. D. 1996. An Empirical Examination of a Model of Perceived Service Quality and Satisfaction, Jounal of Retailing 72, 201-214.
  36. Ueltschy, L. C., Laroche, M., Eggert, A. & Bindl, U. 2007. Service quality and satisfaction: an international comparison of professional services perceptions, Journal of Services Marketing 21, 410-423.
  37. Vermunt, J. K., & Magidson, J. 2002. Latent class cluster analysis., J.A. Hagenaars and A.L. McCutcheon (eds.), Applied Latent Class Analysis, 89-106. (Cambridge University Press).10.1017/CBO9780511499531.004
  38. Wathoni, N., & Rahayu, S. A. 2014. A survey of consumer expectation in community pharmacies in Bandung, Indonesia. Journal of Applied Pharmaceutical Science 4 (01), pp. 084-090.
  39. Wedel, M., & Kamakura, W. A. 1998. Market Segmentation: Concepts and methodological foundations (Kluwer Academic Publishers, Boston).
  40. Wilde-Larsson, B. & Larsson, G. 2009. Patients’ views on quality of care and attitudes towards re-visiting providers, International Journal of Health Care Quality Assurance 22, 600-611.
Language: English
Page range: 122 - 131
Published on: Feb 16, 2016
Published by: University of Matej Bel in Banska Bystrica, Faculty of Economics
In partnership with: Paradigm Publishing Services
Publication frequency: 2 issues per year

© 2016 Jaime R. S. Fonseca, Rosária M. P. Ramos, Ana M. P. Santos, Ana P. S. S. Fonseca, published by University of Matej Bel in Banska Bystrica, Faculty of Economics
This work is licensed under the Creative Commons Attribution-NonCommercial-NoDerivatives 4.0 License.