scholarly journals What causes imbalance in complex service networks? Evidence from a public health service

2017 ◽  
Vol 28 (1) ◽  
pp. 34-56 ◽  
Author(s):  
Katrien Verleye ◽  
Elina Jaakkola ◽  
Ian R. Hodgkinson ◽  
Gyuchan Thomas Jun ◽  
Gaby Odekerken-Schröder ◽  
...  
Keyword(s):  
Public Health ◽  
Health Service ◽  
Public Service ◽  
Public Health Service ◽  
Institutional Logics ◽  
Service Networks ◽  
Service Network ◽  
Content Type ◽  
Regulatory Bodies ◽  
And Performance

Purpose Service networks are inherently complex as they comprise of many interrelated actors, often driven by divergent interests. This can result in imbalance, which refers to a situation where the interests of at least one actor in a network are not secured. Drawing on the “balanced centricity” perspective, the purpose of this paper is to explore the causes of imbalance in complex service networks. Design/methodology/approach Adopting a qualitative case-based approach, this paper examines a public health service network that experienced imbalance that was detrimental to the lives of its users: the Mid-Staffordshire National Health Service (NHS) Trust, UK. Drawing on service-dominant logic and stakeholder theory, case evidence provides insight into the origin and drivers of imbalance in complex public service networks. Findings The origin of imbalance stems from competing institutional logics of various actors (patients/public, employees, managers, regulatory bodies, etc.), but the degree to which these competing institutional logics lead to imbalance is moderated by accountability, communication, engagement, and responsiveness within the service network. Research limitations/implications By uncovering causes of imbalance in complex public service networks, this paper pinpoints important research avenues for developing the balanced centricity perspective. Practical implications The inherent existence of multiple parallel institutional arrangements makes networks imbalanced, but value creation can be achieved when the appropriate mechanisms are fostered to manage balance between divergent logics. Originality/value By examining imbalance as the underlying cause of network dysfunction, this research contributes to understanding of the dynamics in, and performance of, complex public service networks.

scholarly journals Mobile technology to give a resource-based knowledge management advantage to community health nurses in an emerging economies context

2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Judith Fletcher-Brown ◽  
Diane Carter ◽  
Vijay Pereira ◽  
Rajesh Chandwani
Keyword(s):  
Public Health ◽  
Breast Cancer ◽  
Health Care ◽  
Knowledge Management ◽  
Health Service ◽  
Emerging Economies ◽  
Public Health Service ◽  
Health Technology ◽  
Content Type ◽  
Knowledge Resource

Purpose Knowledge is a key success factor in achieving competitive advantage. The purpose of this paper is to examine how mobile health technology facilitates knowledge management (KM) practices to enhance a public health service in an emerging economies context. Specifically, the acceptance of a knowledge-resource application by community health workers (CHWs) to deliver breast cancer health care in India, where resources are depleted, is explored. Design/methodology/approach Fieldwork activity conducted 20 semi-structured interviews with frontline CHWs, which were analysed using an interpretive inductive approach. Findings The application generates knowledge as a resource that signals quality health care and yields a positive reputation for the public health service. The CHW’s acceptance of technology enables knowledge generation and knowledge capture. The design facilitates knowledge codification and knowledge transfer of breast cancer information to standardise quality patient care. Practical implications KM insights are provided for the implementation of mobile health technology for frontline health-care professionals in an emerging economies context. The knowledge-resource application can deliver breast cancer care, in localised areas with the potential for wider contexts. The outcomes are valuable for policymakers, health service managers and KM practitioners in an emerging economies context. Social implications The legacy of the mobile heath technology is the normalisation of breast cancer discourse and the technical up-skilling of CHWs. Originality/value First, this paper contributes three propositions to KM scholarship, in a public health care, emerging economies context. Second, via an interdisciplinary theoretical lens (signalling theory and technology acceptance model), this paper offers a novel conceptualisation to illustrate how a knowledge-resource application can shape an organisation’s KM to form a resource-based competitive advantage.

Basic Health Units services quality assessment through Kano and SERVQUAL models

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Anderson Barbosa Lacerda ◽  
Augusto Sérgio da Silva Souza ◽  
Glycia Keylla Lucia Da Silva ◽  
Eduardo H. Malheiros De Azevedo ◽  
Fagner José Coutinho De Melo
Keyword(s):  
Public Health ◽  
Health Service ◽  
Quality Assessment ◽  
Assessment Tool ◽  
Public Health Service ◽  
Kano Model ◽  
Content Type ◽  
The Public ◽  
Basic Health ◽  
Basic Health Units

PurposeThe present research aims to evaluate the quality of services provided by the Basic Health Units (UBS) of the Unified Health System (SUS) located in the city of Recife, in the state of Pernambuco, Brazil, using the Kano model integrated with the dimensions of quality proposed by the service quality (SERVQUAL) model.Design/methodology/approachThe research was classified as bibliographic, descriptive, quantitative and surveyable. A structured questionnaire based on the Kano Model integrated with the dimensions of quality proposed by the SERVQUAL model, applied online through Google Forms. The questionnaires were distributed on social networks, obtaining a non-probabilistic sample of 120 individuals, collected for convenience.FindingsThrough the analysis of the Kano Model, it was possible to observe that all the investigated attributes are classified as one-dimensional. Among the attributes that deserve to be highlighted are attributes “Clean and pleasant environment”, “Reliability and security of information”, “Knowledge of employees to perform services”, “Service performed in the promised time”, “Polite and kind staff in dealing with users” and “Effectiveness of the service provided” due to having the longest intervals when considering the satisfaction and dissatisfaction coefficients, above 1.575. These attributes must be considered as critical priorities when implementing improvements, since their presence considerably increases users' satisfaction, as well as their absence generates great dissatisfaction.Originality/valueThe research is original and justified by the potential use of a quality assessment tool in the public health service, especially primary care. It is noteworthy that there are few works that integrate the Kano and SERVQUAL models applied in the public health service and that this integration can contribute to the national and international literature, mainly in the identification and prioritization of areas for improvement.

So that’s what the impact of IT innovation looks like? Examining the socio-technical dynamics of public service innovation

2016 ◽  
Vol 29 (5) ◽  
pp. 677-705 ◽  
Author(s):  
Noel Carroll
Keyword(s):  
Public Service ◽  
Actor Network Theory ◽  
Service Science ◽  
Service Networks ◽  
Process Data ◽  
Service Network ◽  
Content Type ◽  
It Innovation ◽  
Impact Of Technology ◽  
The Impact

Purpose Services comprise of socio-technical (human and technological) factors which exchange various resources and competencies. Service networks are used to transfer resources and competencies, yet they remain an underexplored and “invisible” infrastructure. Considering the growth in technological investment in recent years, this research sets out to model the impact of IT-enabled innovation on a service network. In response to the growing importance placed on understanding these complexities, the field of “service science” has emerged to guide the effective design, implementation, and management of service systems. The purpose of this paper is to investigate the impact of introducing an IT-enabled innovation in a public service network. Design/methodology/approach This is achieved through a case study of an Exam Administration Service Department (EASD) where an electronic grading system was introduced to improve the EASD grading process. Data are analysed using both actor-network theory (ANT) as a theoretical lens and social network analysis (SNA) for empirical purposes to visualise the impact of IT-enabled innovation on a service environment. Findings The research described in this paper makes a useful contribution to the service science and IT innovation community both in terms of its topic (public service networks) and in terms of its theoretical framework and application methods (ANT and SNA). Originality/value This paper demonstrates how we can investigate the impact of IT-enabled innovation within a service network. Most notably, the application of SNA enables us to visualise the impact of technology and gain insights on the socio-technical dynamics associated with introducing service innovations.

scholarly journals Innovation in Delivering Public Health Service: Practice In Banyuwangi Regency – Indonesia

2020 ◽  
Vol 8 (1) ◽  
pp. 12-21
Author(s):  
Anugerah Yuka Asmara ◽  
Amy Yayuk Sri Rahayu
Keyword(s):  
Public Health ◽  
Public Sector ◽  
Health Service ◽  
Service Delivery ◽  
Public Service ◽  
Public Management ◽  
Public Health Service ◽  
Local Communities ◽  
New Paradigm ◽  
The Public

Objective - The objective of this study is to elaborate that innovation in public sector organizations (PSOs), especially in delivery of public service, is not mostly determined by top management in the public sector. A new paradigm of public management has led to the creation of a new cooperation scheme across actors in forms of co-design, co-production, and collaboration between public service supplier(s) and users. In the public sector, interconnectedness among actors to make innovation in public service delivery is rare. Methodology/Technique – The method of this research is a case study of 3 different health agencies (Puskesmas) in the Regency of Banyuwangi, East Java Province, Indonesia. All three Puskesmas agencies represent 3 different cultures influencing the practice of innovation in public health service delivered by them. Finding - The findings reveals that the practice of innovation in public service delivery within new paradigm of public management by which interconnectedness between public agency and local communities has occured. The findings of this study show that there is strikingly different impact of innovation delivered by the 3 Puskesmas agencies. Novelty - This study contributes to existing literature on public or organizational management that culture values of local communities as target groups cannot be neglected in implementing innovation in PSOs. Type of Paper: Empirical. Keywords: Innovation, Public Service, Health Service, Banyuwangi, Indonesia. Reference to this paper should be made as follows: Asmara, A. Y; Rahayu, A.Y.S. 2020. Innovation in Delivering Public Health Service: Practice in Banyuwangi Regency – Indonesia, Global J. Bus. Soc. Sci. Review, 8(1): 12 – 21. https://doi.org/10.35609/gjbssr.2020.8.1(1) JEL Classification: H80, H89.

ACTIVITIES OF THE U. S. PUBLIC HEALTH SERVICE RELATING TO THE INTERSTATE MILK SHIPPER CERTIFICATION PROGRAM – 1959–19601

1961 ◽  
Vol 24 (10) ◽  
pp. 304-308
Author(s):  
John D. Faulkner ◽  
Irving H. Schlafman
Keyword(s):  
Public Health ◽  
Health Service ◽  
Public Health Service ◽  
State Agencies ◽  
The Public ◽  
Training Courses ◽  
And Performance ◽  
Special Studies ◽  
Evaluation Techniques ◽  
And Training

During the past two years, the Public Health Service has been able to discharge the responsibilities delegated to it by the National Conference on Interstate Milk Shipments in a manner more cosely conforming to the procedures set forth in the basic Conference agreements. A number of elements of our program have been strengthened including performance of the check-rating function, and the initiation of several research projects and special studies designed to improve the methodology, sanitation standards and evaluation techniques adopted by the Conference. In 1960, special action, in concert with the Executive Board of the Conference, was taken to realistically aproach and deal with the problem of antibiotic residues in milk shipped interstate from certified shippers. In addition, through an expanded program of seminars and training courses, efforts have been made to bring about a higher degree of uniformity in attitude and performance on the part of participating State agencies. Attention has been called to a number of other problems, which are recommended for Conference consideration.

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