Healthcare service is the core of the social welfare system, and has been widely focused by the governments, media and the public. The rapid development of e-commerce and the wide application of ICT have accelerated their uses in healthcare service. China welcomes ehealth service as it is developing globally, but like many other nations it encounters both opportunities and challenges. Therefore...

Purpose: the article seeks to show frontline employee sensemaking in service encounters. The purpose is to reveal the processual nature of the dysfunctional behaviour category and to point out the dilemmas that organizations face when drawing the line between what is acceptable and what is not. Methodology: the article focuses on fare evasion management in urban bus transport, and more specific...

BACKGROUND The ongoing process of population aging is associated with an increase in prevalence of musculoskeletal conditions with a concomitant increase in the demand of orthopaedic services. Shortages of orthopaedic services have been documented in Canada and elsewhere. This population-based study describes the number of patients seen by orthopaedic surgeons in office and hospital settings to...

This research examines how the Big Five personality congruence between buyers and sellers influences compulsive buying in a dyadic service encounter. We gathered 904 buyer-seller data computed using difference score technique. The study findings manifested that agreeableness openness increases behavior, whereas neuroticism decreases this behavior. Further analysis showed pleasure enhancement da...

Abstract Given that humour greatly impacts customer satisfaction and loyalty, this paper explores the dialogical forms of occurring in evening service encounters. It reports on a study focusing interactions between baristas customers. The latter belong to two groups: university students their late teens twenties, regulars over forty years old. establishments selected for are small cafes tapas b...

Abstract Spoken administrative language is a critical element in the relationship between citizens and state, especially when it comes to face-to-face interactions officials during delivery of public services. But preceding work offers little insights into verbal features street-level bureaucracy. Drawing on communication studies, we argue that differs along both relational an informational lin...

[Purpose] The purpose of this study was to investigate the relationships among perceived service encounter quality, service value, patient satisfaction, and behavioral intention in physical therapy patients. [Subjects and Methods] This study surveyed 335 patients who received physical therapy treatment at five medical institutions in Jeonju-si, Republic of Korea. This study conducted path analy...

Although the wheeled locomotion proved to be very efficient on smooth grounds, it still encounters great difficulties in natural environments, where the ground is subject to wide variations in term of geometry (irregular surface, presence of obstacles...) and material properties (cohesion, grip condition...). This chapter presents recent developments and original systems that improve the capaci...