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Top Management's Perceptions Of Service Excellence And Hospitality: The Case Of Dr. P. Phillips Hospital, Taryn Aiello
Top Management's Perceptions Of Service Excellence And Hospitality: The Case Of Dr. P. Phillips Hospital, Taryn Aiello
Electronic Theses and Dissertations
This study investigated service excellence and hospitality in a healthcare setting. It is unique from other hospitality research in that it considers hospitality and service excellence as separate concepts, applicable across industries. Part of the premise of this study explores how hospitality extends past service excellence to create a comfortable and welcoming environment to combat patient anxiety and stress. Furthermore, this is one of the first qualitative studies on the importance of service excellence and hospitality in the healthcare industry. This case study measured top management's perceptions of service excellence and hospitality within one community-based hospital located in Orlando, Florida. …
What Do Physicians Want? Information Technology Acceptance And Usage By Healthcare Professionals, Virginia Ilie
What Do Physicians Want? Information Technology Acceptance And Usage By Healthcare Professionals, Virginia Ilie
Electronic Theses and Dissertations
This study builds on the theory of planned behavior, institutional and innovation diffusion theories to investigate physicians' responses to introduction of electronic medical records (EMR) in large healthcare organizations. Using a case study methodology, we show that physicians' attitudes towards using EMR are influenced by their perceptions of EMR complexity, relative advantage, compatibility with professional beliefs and individual predisposition to change. Specifically, we found that EMR usability characteristics such as system interface, "navigation," "search" and "speed" are major dimensions underlying physicians' perceptions of EMR complexity. To the extent that navigating and searching for clinical results are seen as difficult, physicians' …