title: Service quality and perceived value of technology-based service encounters: evaluation of clinical staff satisfaction in Taiwan.
abstract: Previous research has evaluated technology-based service encounters (TBSEs) in the delivery of health care by assessing patient satisfaction. This study examined service quality and perceived value of TBSEs used in health organisations from the perspective of clinical staff, with staff technology readiness as a moderator. A quantitative survey was conducted in Taiwan, across private and public healthcare organisations. Results showed that TBSEs had a direct effect on service quality and perceived value, which in turn had a direct effect on staff satisfaction in using TBSEs. However, service quality had no effect on perceived value when moderated by technology readiness. Theoretical and managerial implications of these findings are discussed.
authors: Department of Surgery, Medical College and Hospital, National Cheng Kung University, Taiwan, Republic of China.
authors: Chung-Jye
authors: CJ
authors: Hung
authors: Hsin Hsin
authors: HH
authors: Chang
authors: Cheng Joo
authors: CJ
authors: Eng
authors: Kit Hong
authors: KH
authors: Wong
mesh_terms: D000328:Adult; D001291:Attitude of Health Personnel; D020811:Biomedical Technology / Q000592:standards* / Q000639:trends; D004865:Equipment and Supplies, Hospital / Q000592:standards* / Q000639:trends; D005069:Evaluation Studies as Topic; D005260:Female; D006761:Hospitals / Q000592:standards* / Q000639:trends; D006801:Humans; D007588:Job Satisfaction; D008297:Male; D008490:Medical Informatics / Q000592:standards* / Q000639:trends; D010564:Personnel, Hospital / Q000523:psychology*; D011787:Quality of Health Care / Q000592:standards* / Q000639:trends; D011795:Surveys and Questionnaires; D013624:Taiwan; D000078329:Workforce; D055815:Young Adult