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Abstract: The perception of satisfaction on services provided may impact client's loyalty, thus favoring the competitive advantage of organizations based on the knowledge which is transferred from clients to staff members of an organization about the quality of the service. Taking this into consideration, the general goal of this study was to analyze the satisfaction base on the knowledge transition between the clients of providing health care services organizations based on their interaction. The study is of a mixed-methods nature, carried out employing a survey of health service care providers in Portugal, based on descriptive analysis; and also the analysis of open questions for a more in-depth analysis. The results showed that the clients are very satisfied with all the services and the knowledge that emerged from the interactions leads to a knowledge transition among the health care service providers and the clients. Suggestions for future studies involve the application of the survey in different countries. The practical implications involve the study of mechanisms of knowledge transition in health care services among clients and health professionals regarding the several dimensions of service satisfaction.
Keywords: Health Management, Satisfaction. Knowledge Transition, Health Professionals
1.Introduction and conceptualization
The perception of satisfaction on services provided may impact client's loyalty, being the perceived satisfaction of the clients about the health care services offered results of the evaluations of their expectations and the quality of the service offered regarding the entire HS process as well as the consultation environment (Meng et al., 2018).
The perceived satisfaction of the clients concerning their experiences in using healthcare services has turned into a significant instrument for assessing healthcare service quality and for access improvement and monitoring (Jankauskiene, and Jankauskait, 2011; Mendoza et al, 2002).
To explore the research carried out, this article was organized as follows: it presents a theoretical framework about the knowledge transition, followed by a conceptualization of health services; then, the methodology and the analysis of the questionnaire data on the perceived satisfaction of the health care service provision are presented; and finally, the main conclusions of the study are identified.
1.1Knowledge Transition
The concept of knowledge is defined by Prusak and Davenport (1998) as "knowledge is a fluid mix of framed experience, values, contextual information, and expert insight that...