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The increasing number of maternal deaths is a major global health concern. Most causes of these deaths are preventable through provision of quality maternal healthcare services (MHS). Client satisfaction has been recognized as an important indicator of healthcare quality. This study aimed to compare client satisfaction with MHS in selected rural and urban health facilities in Cross River State. A cross-sectional comparative study conducted among 466 mothers accessing immunization services recruited using a systematic sampling technique. Data was collected using an interviewer-administered questionnaire and analysed using SPSS version 25, employing bivariate analysis at (p<0.05). The overall mean age of respondents was 26.51±5.8 years. A significantly higher proportion of clients in the urban (92.2%) compared to the rural (81.5%) were satisfied with MHS (p=0.001). Clients' satisfaction level were significantly higher in the urban compared to the rural, (input: 56.4% rural, 76.1% urban, process: 85.8% rural, 93.7% urban; outcome: 96.2% rural, 100% urban). At bivariate analysis, only marital status was found to be associated with MHS satisfaction and among married women residing in urban setting. Therefore, interventions targeting improvement across all domains in the rural and input domain in the urban facilities is strongly recommended. L'augmentation du nombre de décès maternels est une préoccupation majeure de santé mondiale.La plupart des causes de ces décès sont évitables grâce à la fourniture de services de soins de santé maternelle de qualité (CSM).La satisfaction des clients a été reconnue comme un indicateur important de la qualité des soins de santé.Cette étude visait à comparer la satisfaction des clients avec les MHS dans des établissements de santé ruraux et urbains sélectionnés dans l'État de Cross River.Une étude comparative transversale menée auprès de 466 mères accédant aux services de vaccination, recrutées à l'aide d'une technique d'échantillonnage systématique.Les données ont été collectées à l'aide d'un questionnaire administré par un intervieweur et analysées à l'aide de SPSS version 25, en utilisant une analyse bivariée à (p<0.05). L'âge moyen global des répondants était de 26,51±5,8 ans.Une proportion significativement plus élevée de clients en milieu urbain (92,2%) par rapport au milieu rural (81,5%) étaient satisfaits des MHS (p=0,001).Le niveau de satisfaction des clients était significativement plus élevé en milieu urbain par rapport au milieu rural (entrée : 56,4 % rural, 76,1 % urbain, processus : 85,8 % rural, 93,7 % urbain ; résultat : 96,2 % rural, 100 % urbain).Lors de l'analyse bivariée, seul le statut marital a été associé à la satisfaction MHS et parmi les femmes mariées résidant en milieu urbain.Par conséquent, des interventions visant à améliorer tous les domaines dans les zones rurales et le domaine d'entrée dans les établissements urbains sont fortement recommandées.

In today’s competitive building construction markets, achieving clients’ satisfaction is of utmost importance. The choice of a design consultant and a contractor for a building project has a crucial influence on the post-occupancy satisfaction of the client. Hence, this study provides insights into private building construction clients’ perceptions of a set of criteria contributing to their selections of design consultant and contractor together with the resulting post-occupancy overall client satisfaction levels eventually reached, by presenting survey findings of 330 clients in North Cyprus construction market. Unlike previous studies, the current study combined all the interrelated and vital stages of design consultant and contractor selection with post-occupancy client satisfaction levels. A further contribution is differentiating among various types of client groups’ behaviors in each of the three specified stages. Clients in different categories had distinct approach differences in selection stages, and different post-occupancy satisfaction values indicating that firms may benefit from market segmentation. “Residential” and “<120,000£” type building clients were the least satisfied groups, while “project execution stage” and “functionality” emerged as major features creating dissatisfaction. The findings revealed the importance attached by the clients to “references about the firm” in the selection stages and low client satisfaction with the completed projects. Regression analysis findings revealed different design consultant and contractor selection factors predicting overall clients’ satisfaction while assigning high importance to the “cost-effectiveness approach of the firm” emerged as the only strong predictor of dissatisfaction. This study provides a guide for building construction clients to attain higher post-occupancy satisfaction and assists design consultants and contractors in adopting specific customer-focused strategies.

We investigate the impact of perceived greenwashing on customer satisfaction. Unlike prior research that largely examines customer perceptions associated with irresponsible behavior, we focus on cases where firms overcommit and/or do not deliver on promised socially responsible actions. We theorize that this type of greenwashing is associated with lower customer satisfaction because customers perceive greenwashing through the lens of corporate hypocrisy. Using data from the American Customer Satisfaction Index (ACSI) for U.S. companies during the period 2008–2016, we document a negative link between perceived greenwashing related to green product innovation (GPI) and the ACSI index. We demonstrate that this effect is primarily triggered by corporate policies exceeding the corresponding implementation actions and not by lower levels of implementation. We also show that a firm’s capability reputation mitigates the negative effect of greenwashing on customer satisfaction. Moreover, we conduct an experiment and provide evidence confirming that GPI greenwashing is in fact perceived by customers as corporate hypocrisy.

Little is documented about levels of client satisfaction with maternal, newborn and child health services at primary health care (PHC) facilities in Nigeria, besides unsubstantiated anecdotes. This study examined different aspects of client satisfaction at primary healthcare level in Nigeria. Quantitative data were collected using personal digital assistants to capture responses from 1548 households in Bauchi and Cross River States. Descriptive statistics were used to summarize study results as frequency tables and percentages. Majority of the study respondents utilized government health facilities for treatment, however some clients used private sector health facilities. Women, newborns and under-fives were treated for a variety of illnesses and disease conditions. Treatment outcomes and levels of satisfaction did not appear to differ by cadre of healthcare provider. Respondents' level of satisfaction with healthcare services at primary healthcare level in Nigeria appear to reflect their modest quality of care expectations, especially in poor PHC rural settings. (Afr J Reprod Health 2020; 24[4]: 41-50). Peu d'informations sont documentées sur les niveau de satisfaction des clients à l'égard de services de santé maternelle,néonatal et infantile dans les établissements de soins de santé primaries au Nigéria, à part des anecdotes non fondées. Cette étude a examiné différent aspects de la satisfaction des clients au niveau des soins de santé primaries au Nigéria. Des données quantitative ont été collectées à l'aide d'assistants numériques personnels pour saisir les réponses de 1548 ménages dans les Etats de Bauchi et de Cross River. Des statistiques descriptive ont été utilisées pour résumer les résultants de l'étude sous forme de tableaux de fréquences et de pourcentages. La majorité des réspondants à l'étude ont utilizé les établissements de santé publics pour le traitement mais certains clients ont utilizé des établiseements de santé du secteur privé. Les femmes, les nouveau-nés et les enfants de moins de cinq ans ont été traits pour une variété de maladies et d'affections. Les résultants du traitement et les niveaux de satisfaction ne semblaient pas différer selon le groupe de prestataires de soins de santé. Le niveau de satisfaction des répondants à l'égard des services de santé au niveau des soins de santé, primaries au Nigéria semble refléter la qualite modeste de leurs attentes en matière de soins en particulier dans les milieu ruraux pauvres. (Afr J Reprod Health 2020; 24[4]: 41-50).

Emotional labor (expressing emotions as part of one’s job duties, as in “service with a smile”) can be beneficial for employees, organizations, and customers. Meta-analytical summaries reveal that deep acting (summoning up the appropriate feelings one wants to display) generally has positive outcomes. Unlike surface acting (faking emotions), deep acting does not harm employee well-being, and deep acting is positively related with job satisfaction, organizational commitment, job performance, and customer satisfaction. Emerging research also suggests that a third form of emotional labor, natural and genuine emotional labor, is a frequently used emotional labor strategy that has positive effects for both employees and customers. We examine how identity processes shape how employees experience emotional labor, and we maintain that when employees identify with their roles, emotional labor augments and affirms their identity. Person-job fit is an important moderator that influences whether emotional labor enhances or hinders employee well-being. Emotional labor may also have positive outcomes when organizations grant more autonomy and adopt positive display rules that call for the expression of positive emotions. Recent research also indicates that emotional labor strategies may improve leadership effectiveness. Research opportunities on the bright side of emotional labor are abundant.

The growth of literature in the field of quality of service in the public transport (PT) sector shows increasing concern for a better understanding of the factors affecting service quality (SQ) in PT organizations and companies. A large variety of approaches to SQ have been developed in recent years owing to the complexity of the concept; the broad range of attributes required to evaluate SQ; and the imprecision, subjectivity, and heterogeneous nature of the data used to analyze it. Most of these approaches are based on customer satisfaction surveys. This paper seeks to summarize the evolution of research and current thinking as it relates to the different methodological approaches for SQ evaluation in the PT sector over the years and to provide a discussion of future directions.

In this longitudinal study, we build a theory of a culture of companionate love—feelings of affection, compassion, caring, and tenderness for others—at work, examining the culture's influence on outcomes for employees and the clients they serve in a long-term care setting. Using measures derived from outside observers, employees, family members, and cultural artifacts, we find that an emotional culture of companionate love at work positively relates to employees' satisfaction and teamwork and negatively relates to their absenteeism and emotional exhaustion. Employees' trait positive affectivity (trait PA)—one's tendency to have a pleasant emotional engagement with one's environment—moderates the influence of the culture of companionate love, amplifying its positive influence for employees higher in trait PA. We also find a positive association between a culture of companionate love and clients' outcomes, specifically, better patient mood, quality of life, satisfaction, and fewer trips to the emergency room. The study finds some association between a culture of love and families' satisfaction with the long-term care facility. We discuss the implications of a culture of companionate love for both cognitive and emotional theories of organizational culture. We also consider the relevance of a culture of companionate love in other industries and explore its managerial implications for the healthcare industry and beyond.

Corporate environmental ethics has moved from a niche issue within business strategy to a potential source of competitive advantage. Firms, however, are comprised of individuals who vary in their personal beliefs regarding environmental responsibility. Environmental stewards are those employees whose attitudes and actions reflect environmental concern. Top management can convey similar environmental values through the creation of eco-capabilities. Applying logic from the natural resource-based view of the firm, we build a model to test how the alignment of environmental values impacts multiple outcomes. We conduct a time-lagged examination using multi-level data from frontline employees, their managers, and their customers. We find that firms can ‘activate’ their corporate environmental ethics through eco-capabilities. Specifically, environmental stewards find more meaning in their work when managers perceive high levels of eco-capabilities within the firm. This meaningful work increases employee brand advocacy and customer satisfaction. Together, we demonstrate how corporate environmental ethics translates to the frontline and the customers they serve.

PurposeThis study investigates the determinants of effective human and artificial intelligence (AI) relationship-building strategies for brands. It explores the antecedents and consequences of consumers' interactant satisfaction with communication and identifies ways to enhance consumer purchase intention via AI chatbot promotion.Design/methodology/approachMicrosoft Xiaoice served as the focal AI chatbot, and 331 valid samples were obtained. A two-stage structural equation modeling-artificial neural network approach was adopted to verify the proposed theoretical model.FindingsRegarding the IQ (intelligence quotient) and EQ (emotional quotient) of AI chatbots, the multi-dimensional social support model helps explain consumers' interactant satisfaction with communication, which facilitates affective attachment and purchase intention. The results also show that chatbots should emphasize emotional and esteem social support more than informational support.Practical implicationsBrands should focus more on AI chatbots' emotional and empathetic responses than functional aspects when designing dialogue content for human–AI interactions. Well-designed AI chatbots can help marketers develop effective brand promotion strategies.Originality/valueThis research enriches the human–AI interaction literature by adopting a multi-dimensional social support theoretical lens that can enhance the interactant satisfaction with communication, affective attachment and purchase intention of AI chatbot users.

Based on a review of the history of the employee engagement construct and its measurement, we define workforce engagement as the aggregate of the work engagement experiences of individual employees in an organization. In contrast to most research on employee engagement, we study companies rather than individuals and the companies represent a diverse set of industries. We hypothesize and demonstrate on a sample of (up to) 102 publicly traded companies that workforce engagement significantly predicts organizational financial (adjusting for industry: Return on Assets, Net Margin but not Tobin's q) and customer metrics (the American Customer Satisfaction Index and the Harris Reputation Quotient) 1 and 2 years after the workforce engagement data were collected. In addition, using a split-sample approach to avoid method bias, we hypothesize and show that (a) company organizational practices (the strongest correlate), supervisory support, and work attributes are significant correlates of workforce engagement and (b) that workforce engagement mediates the relationship between these correlates of engagement and the organizational performance metrics. Implications of the findings for research and practice are discussed.