From the perspective of a healthcare organisation, we inferred that clinical staff will have a positive perception of TBSE service providers if they are satisfied with the quality of the service and if this service translates into their use of TBSEs to provide error-free services; and that in the healthcare organisational context, user-perceived value towards TBSEs will be higher when the overall service quality is satisfactory.
We hypothesised that: (H1) clinical staff will evaluate TBSE quality by assessing its overall performance (the results), its providers (i.e.
To test H1 the study adopted the SERVQUAL model and defined service quality as the degree to which clinical staff believed that the services of TBSE providers have tangibles, reliability, responsiveness, assurance and empathy.
This parameter estimated a positive relationship between the use of TBSE and service quality of provider (H1) ([beta] =.709, p = .000) and perceived value (H2) ([beta] = .724, p = .000).
Model 1 and Model 2 tested the direct effect on both DVs (service quality and perceived value) and Model 3 added the interaction term (TBSE X technology readiness).
In contrast to previous studies, H3 was rejected because service quality showed no direct effect on perceived value of TBSE in this study.
However, there does need to be consistency between expected performance and actual performance of the TBSE supplied.
They should supply a high quality service, including after-sales service, that is tangible, reliable, responsible, assured, as well as empathic; for example, designating a technician for routine service and keeping track of the TBSE's performance as well as the operating experience of staff.
Table 1: Summary of overall model constructs CONSTRUCTS DESCRIPTION OF THE STUDY KEY CITATIONS Technology-based Clinical staff using all Chang & Chang (2008); service encounter kind of technology Froehle & Roth (2004); (TBSE) products and equipments Li et al.
equipment or so-called technology-based service encounters [TBSEs]) are used across the whole clinical pathway, including pharmaceutical products, vaccines, diagnostics, medical equipment, treatments and therapies, and health information technology (IT) systems; and TBSEs such as x-ray machines, physical therapy machines and scanners, play an important role in delivering health services.
TBSEs are at the forefront of those IT systems that directly interact with patients in a healthcare context because clinical staff use them to treat their patients.
The overall evaluation of TBSEs is based on the cumulative user experience of clinical staff derived from their use of these TBSEs in their daily work.