The impact of service design and process management on clinical quality: An exploration of synergetic effects

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21 Scopus citations

Abstract

While service design and process management have received research attention in the past, there is limited empirical work examining both factors in the hospital setting. Through operationalizing focus as a service design approach and quality improvement (QI) initiatives as process management efforts, we hypothesize that focus and QI initiatives affect clinical quality both individually and collectively. Utilizing heart attack procedures as the study context, we examine a set of hypotheses based on a panel dataset consisted of 201 hospitals from 2005 to 2011 in the state of Florida. After accounting for potential lag effects and endogeneity biases, we find empirical support to the proposed hypotheses.

Original languageEnglish (US)
Pages (from-to)103-114
Number of pages12
JournalJournal of Operations Management
Volume36
DOIs
StatePublished - May 1 2015
Externally publishedYes

All Science Journal Classification (ASJC) codes

  • Strategy and Management
  • Management Science and Operations Research
  • Industrial and Manufacturing Engineering

Keywords

  • Clinical quality
  • Focus
  • Process management
  • Quality improvement initiatives
  • Service design

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