Service quality and perceived value of technology-based service encounters: evaluation of clinical staff satisfaction in Taiwan.

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. PMID: 23640920 [PubMed - indexed for MEDLINE]
Source: Health Information Management Journal - Category: Health Management Tags: HIM J Source Type: research