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Mindfulness, reliability, pre-emptive conflict handling, customer orientation and outcomes in Malaysia's healthcare sector

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  • Ndubisi, Nelson Oly

Abstract

This paper draws from the mindfulness theory in examining the effects of service reliability (including reliable health information and care), pre-emptive conflict handling, and customer orientation on customer satisfaction and loyalty in healthcare service delivery in Malaysia. A survey of 423 consumers of healthcare services in Malaysia provides support for the theory. The findings of the study indicate that care reliability, information reliability, and pre-emptive conflict handling directly affect customer orientation; all four directly affect customer satisfaction, and indirectly affect customer loyalty via customer satisfaction. Thus, customer satisfaction fully mediates in the relationship of care reliability, information reliability, pre-emptive conflict handling, and customer orientation with customer loyalty. These findings lead to research and managerial implications that conclude the paper.

Suggested Citation

  • Ndubisi, Nelson Oly, 2012. "Mindfulness, reliability, pre-emptive conflict handling, customer orientation and outcomes in Malaysia's healthcare sector," Journal of Business Research, Elsevier, vol. 65(4), pages 537-546.
    • Handle: RePEc:eee:jbrese:v:65:y:2012:i:4:p:537-546
    DOI: 10.1016/j.jbusres.2011.02.019
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    Cited by:

    1. Nelson Oly Ndubisi & Obaid Al‐Shuridah, 2019. "Organizational mindfulness, mindful organizing, and environmental and resource sustainability," Business Strategy and the Environment, Wiley Blackwell, vol. 28(3), pages 436-446, March.
    2. Martinez, Luisa M. & Pacheco, Natália & Ramos, Filipe R. & Bicho, Marta, 2023. "Would you try it again? Dual effects of customer mindfulness on service recovery," Journal of Retailing and Consumer Services, Elsevier, vol. 74(C).
    3. Samara Bilal & Muhammad Zia-ur-Rehman, 2017. "The role of employee’s mindfulness and human resource development climate towards public leadership behavior-analyzing the moderating impact of emotional," Journal of Administrative and Business Studies, Professor Dr. Usman Raja, vol. 3(5), pages 248-254.
    4. Nguyen Dang Tuan, Minh & Nguyen Thanh, Nhan & Le Tuan, Loc, 2019. "Applying a mindfulness-based reliability strategy to the Internet of Things in healthcare – A business model in the Vietnamese market," Technological Forecasting and Social Change, Elsevier, vol. 140(C), pages 54-68.
    5. Jain, Geetika & Kamble, Sachin S. & Ndubisi, Nelson Oly & Shrivastava, Archana & Belhadi, Amine & Venkatesh, Mani, 2022. "Antecedents of Blockchain-Enabled E-commerce Platforms (BEEP) adoption by customers – A study of second-hand small and medium apparel retailers," Journal of Business Research, Elsevier, vol. 149(C), pages 576-588.
    6. Yuli L. León & Enrique Mu, 2021. "Organizational Mindfulness Assessment and Its Impact on Rational Decision Making," Mathematics, MDPI, vol. 9(16), pages 1-29, August.
    7. Roberto Vona & Nadia Di Paola, 2014. "Lean thinking in sanit?: il caso della logistica degli approvvigionamenti e della distribuzione ospedaliera dei farmaci," MECOSAN, FrancoAngeli Editore, vol. 2014(91), pages 105-122.
    8. Zohreh Haji-Mirsaeidi & Hamid Kazemi-Zahrani & Masoumeh Sadeghi, 2017. "Comparison of the Mindfulness Skills, Metacognitive Beliefs and Perceived Stress in Hypertension Patients and Control Group," Global Journal of Health Science, Canadian Center of Science and Education, vol. 9(1), pages 138-138, January.
    9. Ciravegna, Luciano & Brenes, Esteban R., 2016. "Learning to become a high reliability organization in the food retail business," Journal of Business Research, Elsevier, vol. 69(10), pages 4499-4506.
    10. Basim Abbas Kraidy Jassmy & Zaki Muhammad Abbas Bhaya & Zaid Yaseen Saud Al-Dulaimi, 2016. "Customer Orientation and Organizational Performance in Iraqi Private Banks," International Conference on Marketing and Business Development Journal, The Bucharest University of Economic Studies, vol. 2(1), pages 219-225, July.
    11. Jacobs, Nele & Swoboda, Bernhard, 2023. "The role of national institutions in the effects of consumers’ perceived customer orientation and firm innovativeness," International Business Review, Elsevier, vol. 32(5).
    12. Setiadi Umar & Gibson N. Chunwe, 2019. "Advancing environmental productivity: Organizational mindfulness and strategies," Business Strategy and the Environment, Wiley Blackwell, vol. 28(3), pages 447-456, March.
    13. Ndubisi, Nelson Oly & Nataraajan, Rajan & Chew, Jennie, 2014. "Ethical ideologies, perceived gambling value, and gambling commitment: An Asian perspective," Journal of Business Research, Elsevier, vol. 67(2), pages 128-135.
    14. Mumin Dayan & Poh Yen Ng & Nelson Oly Ndubisi, 2019. "Mindfulness, socioemotional wealth, and environmental strategy of family businesses," Business Strategy and the Environment, Wiley Blackwell, vol. 28(3), pages 466-481, March.
    15. Nelson Oly Ndubisi & Arne Nygaard & Celine Capel, 2019. "Mindfulness‐based business strategies and the environment," Business Strategy and the Environment, Wiley Blackwell, vol. 28(3), pages 433-435, March.

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