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Decision Support Systems, 138
Management Science, 63
Journal of Evaluation in Clinical Practice, 27
European Journal of Operational Research, 240
Journal of Operations Management, 22
Health Education and Behavior, 46
Management Science, 65
Computers and Industrial Engineering, 72
Industrial Management and Data Systems, 119
Manufacturing and Service Opeartions Management, 12
Journal of Operations Management, 24
Journal of Operations Management, 66
Journal of Primary Care and Community Health, 9
Psychiatric Services, 64
Decision Science, 46
Risk Management and Healthcare Policy, 13
Journal for Healthcare Quality, 36
Journal of Operations Management, 29
Journal of the American Medical Association, 267
International Journal of Health Planning and Management, 35
Journal of Medical Internet Research, 22
European Journal of Operational Research, 239
Journal of the Operational Research Society, 71
Academic Emergency Medicine, 22
Journal of Telemedicine and Telecare, 21
Production and Operations Management, 28
MIS Quarterly, 41
Computers in Human Behavior, 72
Journal of Environmental Engineering and Landscape Management, 25
Internet Research, 28
International Journal of Human–Computer Interaction, 36
International Journal of Hospitality Management, 54
Journal of Management Information Systems, 24
Health Policy, 122
Journal of Interactive Marketing, 18
Production and Operations Management, 25
Journal of Telemedicine and Telecare, 17
Journal of Service Theory and Practice, 28
Production and Operations Management, 23
Journal of the American Dietetic Association, 101
Production and Operations Management, 8
Management Science, 66
International Journal of Qualitative Methods, 16
International Journal of Business and Management Science, 8
BmC Health Services Research, 16
Manufacturing and Service Operations Management, 21
Journal of Management Information Systems, 19
Production and Operations Management, 23
Information and Management, 42
Journal of Health Organization and Management, 30
Health Informatics Journal, 16
Informatica, 26
International Journal of Information Management, 36
Journal of the Operational Research Society, 65
Health Policy, 74
Journal of Dentistry, 22
Transportation Research Part D, 57
Service Business, 14
Management Science, 67
Journal of Cleaner Production, 269
Management Science, 66
Decision Support Systems, 57
Decision Support Systems, 52
BMJ, 337
Preventive Medicine, 29
Journal of Retailing and Consumer Services, 54
Journal of Marketing, 58
Preventive Medicine, 50
This study aims to help businesses cope with consumers' no-show behaviour from a multistage perspective. It specifically identifies no-show reasons at each stage of appointment services and proposes the corresponding coping strategies.Design/methodology/approachBy focusing on an outpatient appointment service, we interviewed 921 no-show patients to extract no-show reasons, invited 18 hospital managers to propose coping strategies for these reasons using a Delphi method and evaluated the proposed strategies based on EDAS (Evaluation based on Distance from Average Solution).FindingsThe results reveal ten reasons for no-show behaviour (i.e. system service quality, overuse, did not know the appointment, self-judgment, forget, waiting time, lateness, uncontrollable problems, time conflict and service coordination), which have nine coping strategy themes (i.e. prepayment, system intelligence, target, subjective norm, system integration, ease of navigation, reminder, confirmation and cancellation). We classify the ten reasons and nine themes into scheduling, waiting and execution stages of an appointment service.Originality/valueThis study provides a package of coping strategies for no-show behaviour to deal with no-show reasons at each appointment service stage. It also extends the research in pre-service management through appointment services.
Journal of Service Theory and Practice – Emerald Publishing
Published: Apr 19, 2022
Keywords: No-show behaviour; Coping strategies; Multistage; Appointment services; Pre-service management
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