Wan Edura Wan Rashid

Service quality in health care setting.

PURPOSE This paper attempts to explore the concept of service quality in a health care setting. DESIGN/METHODOLOGY/APPROACH This paper probes the definition of service quality from technical and functional aspects for a better understanding on how consumers evaluate the quality of health care. It adopts the conceptual model of service quality frequently used by the most researchers in the health care sector. The paper also discusses several service quality dimensions and service quality problems in order to provide a more holistic conception of hospital service quality. FINDINGS The paper finds that service quality in health care is very complex as compared to other services because this sector highly involves risk. ORIGINALITY/VALUE The paper adds a new perspective towards understanding how the concept of service quality is adopted in a health care setting.

Social Support, Work-Family Enrichment and Life Satisfaction among Married Nurses in Health Service

Abstract—The objectives of this research are i) to examine the psychometric properties of the constructs of social-support, work-family enrichment and life satisfaction, ii) to validate the hypothesized interrelationships among the constructs of social support, work-family enrichment and life satisfaction among nurses of public hospitals in Malaysia and iii) to examine the likely mediation effect of work-family enrichment on support-satisfaction relationship. Survey questionnaire was administered to 689 married nurses of public hospitals in Malaysia. A full structural modeling testing was used in SEM with AMOS 17 data-fitting program, supported the hypothesized relationship. The results substantiated the psychometric adequacy of the measure and produced a good-fitting life satisfaction model among nurses.

Self-Esteem, Work-Family Enrichment and Life Satisfaction among Married Nurses in Health Care Service.

Managing work and family roles become a critical issue due to changes in the lives of men and women. Hence, understanding work and family roles is seriously important for organization in helping employee to experience satisfaction in life. Thus, the objectives of this research are i) to examine the psychometric adequacy of the constructs of self-esteem, work-family enrichment and life satisfaction ii) to validate the hypothesized interrelationships among the constructs of self-esteem, work-family enrichment and life satisfaction among nurses of public hospitals in Malaysia and iii) to examine the likely mediation effect of work-family enrichment on self-esteem-satisfaction relationship. Survey questionnaire was administered to 689 married nurses of public hospitals in Malaysia. A full structural modeling testing was utilized with AMOS maximum likelihood estimation, supported the hypothesized relationship. The results substantiated the psychometric adequacy of the measure and produced a good-fitting life satisfaction model among nurses.

Leveraging Knowledge Transfer in Strategic Human Resource Management

In this challenging business environment, development of human capital is crucial in order to sustain the highly skilled workforce to support the move towards greater productivity and higher value-added activities in Small Medium Enterprise (SMEs). Human capital development is a core element to sustain human capital inculcation of entrepreneurship culture as well as the development of strong entrepreneurial skills. The knowledge transfer model has been practised to ensure the objective of the human capital plan to be achieved through human resources process. Given the fact that knowledge transfer is the linkage of retaining and skills upgrading of human talent, this model is developed to fulfil the absence of producing knowledgeable human capital by concentrating on the knowledge infrastructure and knowledge process. In its essence, this framework shows how human resource processes apply the concepts of knowledge transfer model and address the consequences to SME sectors. Additionally, it can prove to be more innovative and may become a main contributor to economic development.

Supervisor support, work/family conflict and employee satisfaction among nurses in health care service

Understanding work and family roles is critically important for organization in enabling employee to experience satisfaction in life. Besides, this is one of the possible solutions for organization to attract and retain capable employee. The present study aims to validate the hypothesized interrelationships among the constructs of supervisor support, work-family conflict and satisfaction outcomes among nurses. Survey questionnaire was administered to 689 married nurses employed in five regional public hospitals in Malaysia. The hypothesized relationships were tested using a full structural modeling with AMOS maximum likelihood estimation. The results indicated that supervisor support is positively related to satisfaction of employee such as well-being, family and job satisfaction. However, the findings also revealed that supervisor support is negatively related to work-family conflict and satisfaction outcomes. The research concluded that the need of supervisor support is practically important in helping employee to achieve satisfaction in life.

The Influence of Country-of-origin on Consumer Purchase Intention: The Mobile Phones Brand from China☆

Abstract In modern and competitive era which global marketing is growing day by day, consumer perceptions towards product country-of-origin has changed from one to other new perspective. The new perception might results in both possibilities either in favourable or unfavourable dimensions, not excluded products from China. Growth of electronic devices in China such as mobile phones is among relevant to be studied. Thus, this study aims to investigate the determinant factors of country-of-origin that consumer considers in purchasing mobile phones brand that originated from China. Country image, perceived product quality and brand familiarity have been used as pre-determined factors in measuring consumers purchase intention. A total of 200 set of questionnaires were distributed randomly in Klang Valley. The hypotheses which were tested using Pearson Correlation have revealed that all pre-determined variables are significant and highly correlated in influencing consumer purchase intention towards mobile phones brand from China. Other than providing a remarkable change of people perceptions towards mobile phone brand from China, the findings would also be very useful to consumers and marketers especially who involve directly and indirectly with the country of China as their product and service providers’ origin.

Work and Home Demands on Work-Family Conflict Among Academicians in Achieving Work-Life Balance: A Conceptual Study

The issues related to work-life balance have become a phenomenon and received substantial attention over recent years. Working individuals have to juggle work and home demands in their lives in order to balance them. It is possible for individuals to be out of balance, feel tired, and not be able to manage their lives efficiently. As a result, individuals who are practicing multiple roles inevitably experience conflicts which could further jeopardize their quality of lives. Hence, this paper aims to propose a conceptual framework by investigating the effect of work and home demands on work-family conflict in achieving work-life balance among academicians. The individual’s level of job involvement, work-role conflict, and work overload are identified as the sources of work demands, whereas the family involvement and family conflict are taken as home demands. Three forms of work-family conflict are also discussed in this paper due to combining work and home demands. Practically, there is an urgent call for an organization to find flexible and innovative solutions that would enable employees to achieve work/family balance. In short, helping employees to achieve a certain level of work-life balance could go far in increasing employee’s work and life satisfaction.