Comprehensive evaluation of patient satisfaction based on bounded rationality theory / 中华医院管理杂志

Objective To further improve the comprehensive evaluation program of patient satisfaction in view of the defective item screening and weight design short of considerations for patients'psychological expectation and rational judgment, based on the theory of bounded rationality. Methods A satisfaction measurement scale was compiled and used to survey 847 inpatients in July-August 2017. The internal consistency test, correlation and factor analysis were used to evaluate the reliability and validity of the scale. The combination weight PWi was calculated based on patients' importance of the five satisfaction dimensions and the scoring of certainty degree of their responses. The combination weight EWi was calculated based on the five-dimension importance and operability scoring of expert consultation. The indicator combination weight OWi was determined using the integrated factors scoring, TOPSIS, weight rank-sun ratio, gray correlation method, and synthetic index method were used in a general assessment of patient satisfaction of a hospital in question. Results The Cronbach α coefficient of the patient satisfaction rating scale was 0.939, and the half-reliability coefficient was 0.951. The cumulative contribution rate of the five common factors variance extracted from the factor analysis was 71. 4%. The rational weights of five dimensions of service environment, service efficiency, service attitude, service technology, and service costs were 0.220, 0.214, 0.217, 0.179, and 0.171 respectively, while the comprehensive weights of the five dimensions were 0.115, 0.233, 0.196, 0.264, and 0.192 respectively. The comprehensive evaluation results of the two correlation coefficients were greater than 0.95. Conclusions The patient satisfaction measurement scale developed based on the theory of bounded rationality can expand the index connotation and items of core elements such as service technology and cost. The design of index weights fits with the concern of medical service factors and the degree of rational judgment in the patient's medical treatment process. The evaluation results are basically consistent with the actual situation and can be used as a reference tool for the scientific rational evaluation of patient satisfaction.

Por que pagar uma academia e não a frequentar? Uma análise sob a perspectiva da psicologia econômica / Why pay an academy and not attend? An analysis from the perspective of economic psychology

Com o objetivo de compreender o processo decisório de indivíduos que contratam os serviços de uma academia de ginástica e musculação, mas não a frequentam, o presente artigo contextualiza o crescimento do setor e inclui as transformações comportamentais observadas durante esse processo, enquanto apresenta resultados de análises correlatas anteriores. Em seguida, são realizadas breves revisões teóricas de psicologia econômica e tomada de decisão para embasar a elaboração do questionário e entrevista aplicados a donos e clientes de academias. Os dados primários são então analisados através de uma metodologia qualitativa exploratória, e os resultados são apresentados relacionando-os às teorias previamente apresentadas. Os resultados obtidos reafirmam o comportamento irracional de consumo além de demonstrar a importância de operadores emocionais como prazer e dor, além da necessidade de atenção exclusiva por parte do cliente.

In order to understand the decisionmaking process of individuals who hire the services of a fitness gym, but do not frequent same, this article analyzes growth in this sector and includes the behavioral changes observed during this process, while presenting results of previous related analyzes. After that a brief theoretical review of economic psychology and decision making is presented to support the preparation of the questionnaire and the interview applied to gym owners and clients. The primary data are then analyzed using an exploratory qualitative method and the results are presented according to the theories presented previously. The results reaffirm the irrational behavior of consumption as well as demonstrating the importance of emotional operators such as pleasure and pain, and the need for exclusive attention on the part of the client.

A tomada de decisão diante da racionalidade limitada: revisão da literatura / Decision-making in the face of bounded rationality: a literaturereview

O estudo da tomada de decisão tem uma longa história que abrange uma variedade de perspectivas e posições filosóficas, em meio a muita controvérsia. No desenvolvimento das abordagens descritivas, aproximou-se de como decisões são tomadas, a partir de diferentes perspectivas, com ênfase no comportamento humano, no desempenho organizacional etc.O presente trabalho, de cunho expositivo,baseia-se na premissa de que para entender“completamente” e melhorar a tomada de decisão, os processos cognitivos subjacentes ao decisor devem ser examinados. Diante desta perspectiva da centralidade, ou no mínimo dar elevância, do processamento de informações por humanos, e da ausência de literatura nacional que cumpra este papel, e da dispersão da mesma em textos internacionais, este artigo faz uma revisão da literatura e apresenta uma síntese dos quadros teóricos que lidam com o objeto diante da ideia da racionalidade limitada. A saber:heurísticas e vieses, heurísticas rápidas e frugais,processamento dual, modelos cognitivos, framinge sensemaking.

The study of decision making has a long history that encompasses a variety of perspectives and philosophical positions, amid much controversy. In the development of descriptive approaches, approximating how decisions are actually taken, from different perspectives, with emphasis on human behavior, organizational performance etc. This work was expositive, based on the premise that to understand “completely” and to improve the decision making, cognitive processes underlying the decision-maker should be examined. Given the centrality of this perspective, or at least the relevance of informationprocessing in humans, and the absence of national literature that fulfills this role, and the dispersingof theme in international text, this articlemakes a literature review and provides an overview of theoretical frameworks that deal with the object before the notion of bounded rationality. Namely: heuristics and biases, fast and frugal heuristics, dual processing, cognitive models, framing and sensemaking.

El impacto de la racionalidad limitada en el proceso informacional de toma de decisiones organizacionales / Impact of bounded rationality upon the informational process of organizational decision making

Se aborda la racionalidad limitada en el proceso de decisión como una de las principales características de los decisores y se examinan las particularidades que esta presenta y cómo incide en el comportamiento y estilos de decisión de estos. Se analizan, a su vez, los diferentes estadios emocionales que experimentan los decisores y se profundiza sobre las peculiaridades e importancia de la toma de decisiones individuales y grupales. Se valora el impacto que tiene la racionalidad limitada para la organización y las posibles estrategias para orientarse mejor ante esta realidad. Se utiliza el análisis documental para el desarrollo del estudio y se proponen acciones que pueden favorecer el proceso de toma de decisiones organizacionales a partir de un mejor uso y manejo de la información. Se valora que, aunque la racionalidad limitada es inevitable, las organizaciones pueden crear condiciones para que esta no afecte de forma considerable los procesos de decisión, mediante el uso de sistemas de información, de gestión de información, del conocimiento, de inteligencia organizacional, de sistemas de apoyo para la toma de decisiones y de adecuados recursos y procesos informacionales

Bounded rationality is approached as one of the main components of the decision making process. An examination is made of its distinguishing features and the way it affects the behavior and styles of decision makers. An analysis is also conducted of the various emotional stages experienced by decision makers, with emphasis on the specific characteristics and importance of individual and group decision making. An assessment is made of the impact of bounded rationality upon organizations, and the possible strategies to achieve better orientation in the face of such reality. The study was based on document analysis, and actions are proposed which may help improve organizational decision making by means of a better use and handling of information. It is shown that though bounded rationality is inevitable, organizations may create the conditions required to reduce its impact on decision making processes, through the use of information systems, information management, knowledge management, organizational intelligence, decision making support systems, and appropriate information resources and processes

Psicologia cognitiva e consumo: o impacto da quantidade de informações na configuração de objetivos / Cognitive psychology and consumption: the impact of the amount of information on goal framing

O efeito de configuração de objetivos refere-se ao achado de que distintas formas de apresentação de um mesmo conteúdo de comunicação tendem a gerar diferentes graus de persuasão nos consumidores. Esse resultado parece um reflexo de respostas automáticas (intuitivas) dadas pelo consumidor frente a menores quantidades de informação. Este artigo apresenta os resultados de um experimento que investigou o impacto da quantidade de informações no efeito de configuração de objetivos. Participaram do experimento 296 estudantes universitários, designados a quatro grupos constituídos em função das variáveis configuração (ganhos e perdas) e quantidade de informações (expandidas e resumidas). Os resultados evidenciaram um efeito de configuração apenas entre as versões resumidas do texto, sendo a configuração de ganhos considerada a mais convincente.

Goal framing effect refers to the finding that different ways of presenting the same content of communication tend to generate different degrees of persuasion among consumers. It seems to be a reflex from automatic (intuitive) responses given by consumers regarding low amounts of information. This research shows the results of an experiment investigating the impact of the amount of information on goal framing effect. In a between-subject design experiment, 296 undergraduates were split in four conditions, being exposed to different text frames (gains and losses) and amounts of information (extended and abbreviated). The results have shown goal framing effect only for the abbreviated versions of the text, being gain frame the most persuasive.

Evolución, particularidades y carácter informacional de la toma de decisiones organizacionales / Evolution, particularities and informational character of the organizational decision making

Se profundiza sobre los elementos teóricos asociados al proceso de toma de decisiones en las organizaciones, dígase su origen y evolución, así como su marcada importancia en los contextos organizacionales. De igual forma se abordan las principales características de este proceso, enfatizando en sus componentes: situación problémica, decidor, información y contexto. Se examina la racionalidad limitada como uno de sus elementos distintivos y se valora el carácter informacional de la toma de decisiones, validando posibles espacios de actuación, funciones y roles para los especialistas de información en el desarrollo del proceso de decisión.

Theoretical elements related to the origin, evolution and significance of decision-making as organizational process are examined. It is emphasized the essential characteristics of the problem situation, information and context components. Also, the bounded rationality is examined as one of its distinctive elements. The informational nature of the decision-making process is explained. Some considerations about information professional role and his contribution to this organizational process are exposed.