The impact of patient experience dimensions on hospitals reputation and electronic word-of-mouth.

Our objective was to identify the dimensions of the patient experience that directly influence a hospital's reputation and indirectly impact electronic word-of-mouth communication carried out by patients. We collected data from 484 hospital users and analyzed the data using PLS-SEM. Our results show that paying attention to patient preferences and physical comfort, providing information and education, and treating patients' families and friends well tend to have a significant impact on the hospital's reputation. In turn, a hospital's reputation may influence patients to perform electronic word-of-mouth about their experiences.

Construção e validação de uma medida de reputação das áreas de gestão de pessoas de organizações públicas brasileiras / Construcción y validación de una medida de reputación de las áreas de gestión de personas de organizaciones públicas brasileñas / Construction and validation of reputation metrics for human resource management in Brazilian public organizations

Resumo Este estudo trata do desenvolvimento de uma medida de reputação dos setores de gestão de pessoas da administração pública brasileira. Constituída de 61 itens distribuídos em 3 dimensões - confiança, credibilidade e qualidade -, a medida foi submetida a um processo de validação teórica, com participação de 6 juízes, e empírica, etapa que envolveu uma amostra de 308 respondentes de órgãos dos diversos poderes públicos. As análises estruturais sugeriram um impasse entre 2 modelos fatoriais - um deles com 1 fator e o outro, com 2 -, resolvido por meio de um modelo bifator, cujos resultados indicaram uma estrutura unifatorial composta por 19 itens, associados teoricamente à qualidade dos serviços prestados pelos setores de gestão de pessoas aos seus públicos internos e à credibilidade e confiança atribuídas por tais públicos àquele setor. Enfim, a medida de reputação obteve sustento teórico e empírico, podendo ser usada como indicador fidedigno e confiável em iniciativas de avaliação sobre a efetividade das unidades de gestão de pessoas no contexto de organizações públicas.

Abstract Este estudio trata sobre el desarrollo de una medida de reputación para los sectores de gestión de personas de la administración pública brasileña. Constituida por 61 ítems distribuidos en tres dimensiones ‒confianza, credibilidad y calidad‒, la medida fue sometida a un proceso de validación teórica, con la participación de seis jueces, y empírica, esta etapa realizada con una muestra de 308 encuestados de organismos de diversos poderes públicos. Los análisis estructurales sugirieron un impasse entre dos modelos factoriales ‒uno con un factor, el otro con dos‒, resuelto a través de un modelo bifactorial, cuyos resultados indicaron una estructura unifactorial compuesta por 19 ítems teóricamente asociados a la calidad de los servicios prestados por los sectores de gestión de personas a sus públicos internos y a la credibilidad y confianza atribuidas por dichos públicos a ese sector. Finalmente, la medida de reputación obtuvo sustento teórico y empírico, pudiendo ser utilizada como un indicador fidedigno y confiable en iniciativas de evaluación de la efectividad de las unidades de gestión de personas en el contexto de las organizaciones públicas.

Abstract This study deals with developing a reputation measure for the human resource units of the Brazilian public administration. The measurement model consists of 61 items distributed across three dimensions - trust, credibility, and quality. The measure was submitted to a process of theoretical validation - with the participation of six evaluators - and empirical validation - carried out with a sample of 308 respondents from governmental agencies. Structural analyses suggested an impasse between two models, one with one factor, the other with two, then resolved through a bifactor model, whose results indicated a unifactorial structure composed of 19 items theoretically associated with the quality of services provided by the human resource unit to employees and the credibility and trust attributed by employees toward the human resource unit. The findings supported the reputation measure obtained theoretical and empirical support and can be used as a reliable indicator in initiatives to evaluate the effectiveness of human resource areas in the context of public organizations.

Evaluation of Spanish Health System during the COVID-19 Pandemic: Accountability and Wellbeing Results.

The COVID-19 pandemic poses a challenge for health systems. For this reason, it is essential to evaluate the management of health systems in the face of the pandemic, identifying the factors that may contribute to its failure or success. This management is more difficult in decentralized countries, since in them, health competencies are distributed among different levels of government. This is the case in Spain, one of the countries most affected by the pandemic. Therefore, the aim of this article is to evaluate how the Spanish health system has managed the COVID-19 pandemic. Four factors related to health management are analyzed: transparency, communication, reputation and well-being generated. For this purpose, a quantitative analysis is used with the contrast of secondary sources, such as the Merco rankings or survey data from the Centro de Investigaciones Sociológicas (Sociological Research Center). The results show that although the flow of communication about the health system increases considerably, such information comes mainly from the media, with a deficit in the transparency of health management. Likewise, although the reputation of the health system increases at the beginning of the pandemic, as it progresses, there is a deterioration in citizen satisfaction with the healthcare management and the services provided, as well as in the well-being generated by them. This study may have implications for decision making by public authorities regarding the different factors of health management.

La legitimidad institucional como fuente de reputación corporativa / Institutional legitimacy as a source of corporate reputation

Resumen Este artículo se concentra en el desarrollo del concepto de legitimidad social en las organizaciones como fundamento teórico de la reputación. Así mismo, establece una triangulación en la revisión de literatura que inicia con la teoría institucional hasta llegar al concepto de legitimidad institucional y su importancia en el estudio de la reputación corporativa. En esta revisión se analizaron las dimensiones o fuentes de la legitimidad, como lo son: la moral, cognitiva y evaluativa. En el mismo sentido, esta investigación se soporta en la revisión de literatura, la cual se edificó mediante la revisión de más de 50 referencias bibliográficas. Estas fuentes bibliográficas contribuyeron a darle una mayor comprensión al concepto de reputación corporativa desde el campo de la sociología en relación con la teoría de la legitimidad institucional.

Abstract This article focuses on the development of the concept of social legitimacy in organizations, as a theoretical foundation for reputation. The article establishes a triangulation in the literature review that begins with institutional theory until reaching the concept of institutional legitimacy and its importance in the study of corporate reputation. In this review, the dimensions or sources of legitimacy were analyzed, including: moral, cognitive and evaluative dimensions. In the same sense, this research is supported by the literature review, which was done by reviewing more than 50 bibliographic references. These bibliographic sources contributed to give a greater understanding of the concept of corporate reputation from the field of sociology in relation to the theory of institutional legitimacy.

Predictive Psychosocial Factors of Child-to-Parent Violence in a Sample of Mexican Adolescents.

The aim of this study was to carry out a psychosocial analysis of child-to-parent violence (CPV) in a sample of school adolescents, considering a set of individual variables (psychological distress, problematic use of social networking sites, and perceived non-conformist social reputation) and family variables (open and problematic communication with parents) according to sex. The sample consisted of 3,731 adolescents (54% boys), aged between 14 and 16 years (M = 14.6 years, SD = 0.567), from the state of Nuevo León, Mexico. The scores of the boys and girls were analyzed to check for differences. Also, correlations between all the study variables were calculated. Finally, a multiple stepwise regression analysis was carried out for the total sample and also for boys and girls separately. Results confirmed the important role of individual variables as predictors of CPV in boys and girls. The main difference between boys and girls was observed in the predictive weight of problematic use of social networking sites, which was higher in girls than in boys. Open communication with the father was a significant factor for predicting the decrease of CPV levels in the case of boys, while open communication with the mother predicted the decrease of CPV in girls. Problematic communication with the mother showed similar values in boys and girls when predicting CPV, however, the predictive weight of problematic communication with the father was higher in girls than in boys. These results are interesting and have important implications for the prevention of CPV.

Residency Program Reputation Influences the American Association of Hip and Knee Surgeons Match Results.

BACKGROUND: No data evaluate the impact that an applicant's residency program reputation has on the outcome of the American Association of Hip and Knee Surgeons (AAHKS) fellowship match. This study sought to determine if an applicant's residency program ranking was associated with where the applicant matched on their rank list. METHODS: We included all the US applicants from the "San Francisco Match" regarding AAHKS applicant data and match results from 2014 to 2018. Residency programs were divided into 5 tiers based on 2018 Doximity ranking of Orthopedic Residency Programs. Statistical analysis consisted of descriptive statistics, chi-squared tests, and analysis of variance. RESULTS: In total, 656 applicants met inclusion criteria (620 males; 36 females). Tier 1 applicants applied to an average of 10 fewer programs than applicants from all other tiers. Eighteen percent of applicants from tier 1 residencies were offered interviews at 80%+ of their applied programs compared to 5% or less of the applicants from all other tiers. Applicants from top tier residencies matched at a significantly higher place on their rank list than other tiers (P < .05) and ranked into one of their first 2 choices 72% of the time. The mean fellowship rank position for tier 1 applicants was 5.96 compared to 7.04, 7.85, 7.78, and 8.10 for subsequent tiers, respectively (P < .05). CONCLUSION: The fellowship match process represents a high-stakes and expensive process. This study found that applicants from more prestigious residency programs apply to fewer programs, gain more interviews, and match higher on their rank list than applicants from other residency programs.

Asking for help: Do dogs take into account prior experiences with people?

When confronted with a difficult or impossible problem, dogs tend to look back at humans and try to catch their attention, instead of trying to solve it themselves. This behavior has been interpreted as a help request, but it is debated whether dogs take into account prior experiences with people when selecting whom to turn to. In the present study, dogs were trained to discriminate between a generous experimenter who gave them food and a selfish one that took it away. After assessing that they had established a preference for the generous one, we exposed them to an unsolvable task in which food was locked inside a container, while the experimenters stood on each side of the apparatus. During this task, we measured their behaviors towards each experimenter. Results showed that dogs did not first turn to the generous experimenter. However, they gazed more at the generous experimenter during the task, which implies that they did, to some degree, selectively ask for help based on previous interactions. Moreover, they gazed more and spent significantly more time in contact with the female experimenter when she was generous, suggesting a possible synergic effect of the experimenters' ID (male/female) and their attitude (generous/selfish). All in all, these results suggest that, to some extent, dogs are able to use the information from previous interactions with unknown humans to selectively ask for help.

Personal trust extends cooperation beyond trustees: A Mexican study.

We studied 2 groups of workers from Oaxaca (Mexico) with different levels of income and education to investigate the role that the affective-based psychological mechanism of personal trust, as evolutionarily acquired, plays on group cooperation. We measured trust levels through some questionnaires and cooperative behaviour through an iterated prisoner's dilemma under different conditions and analysed trust networks of group members. While these groups did not differ in trust levels or cooperation among trustees, they did differ in terms of cooperation with other group members. Such differences are related to dissimilarities in the trust network topology-as a measure of group cohesion. These results suggest that some personal trust networks extend cooperation within a group beyond trustees in a way that complements the role of the reputation for indirect reciprocity.

Factores predictores de la violencia relacional en la adolescencia / Predictive factors of relational violence in adolescence

El objetivo del presente trabajo fue examinar la violencia relacional entre iguales desde una perspectiva psicosocial, analizando variables familiares (funcionamiento y comunicación familiar), sociales (reputación social - percibida e ideal - y actitud hacia la autoridad institucional) e individuales (malestar psicológico e ideación suicida) en adolescentes escolarizados. La muestra fue de 8115 adolescentes, con edades comprendidas entre los 11 y los 16 años, del estado de Nuevo León, México. Se realizó un análisis de regresión lineal múltiple, paso a paso, cuyos resultados mostraron que la dimensión más importante en la predicción de la conducta violenta relacional es la autopercepción no conformista, seguido del malestar psicológico. Finalmente, se discuten estos resultados y sus implicaciones.

The aim of this research was to study relational violence between peers from a psychosocial perspective, by analyzing family variables (family functioning and communication), social variables (social reputation ­both perceived and ideal­ and attitude towards institutional authority), and individual variables (psychological distress and suicide ideation) in adolescent students. The sample consisted of 8,115 adolescents aged 11 to 16 years from the State of Nuevo León, Mexico. We performed a forward stepwise multiple regression analysis, the results of which showed that the most important factor in the prediction of violent relational behavior at school is the nonconformist self-perception, followed by psychological distress. Finally, these results and their implications are discussed.

La profesionalización del community manager: claves para una formación especializada de posgrado

Introducción. La investigación que se presenta plantea una síntesis epistemológica sobre el perfil y funciones del community manager. Materiales y métodos. Se realizó desde el análisis crítico de un conjunto de opiniones valiosas de académicos, y profesionales. relacionándola con los resultados de un estudio cualitativo realizado sobre el programa académico de 19 cursos (en su mayoría conducentes a la titulación de máster) ofrecidos mayoritariamente por universidades españolas para la especialización de tales profesionales. Resultados. Este análisis comparado ha permitido establecer notables coincidencias entre los perfiles, ámbitos de trabajo y funciones asignadas a los community manager por los estudios epistemológicos existentes y las competencias que se pretenden adquirir en estas acciones formativas de posgrado. Conclusión. En esencia los cursos preparan a expertos en comunicación hipermedia y sus canales, creadores de contenidos de calidad e impacto emotivo, a profesionales, ubicuos en continuo estado de análisis de audiencias y de estudios de posicionamiento.

Introduction. This research shows an epistemological synthesis about the profile and functions of the community manager. Materials and methods. It was carried out from the critical analysis of a group of valuable opinions from academics and professionals. Relating it to the results of a qualitative study carried out on the academic program of 19 courses (mostly pursuing a master's degree) offered mainly by Spanish universities for the specialization of such professionals. Results. This comparative analysis has made it possible to establish remarkable coincidences among profiles, work areas, and functions assigned to community managers by existing epistemological studies and the competences that are intended to be acquired in these formative graduate actions. Conclusion. In essence, the courses prepare hypermedia communication experts and their channels, creators of quality content and emotional impact to professionals, ubiquitous in a continuous state of analysis of audiences and of positioning studies.

Introdução. A investigação que se apresenta planteia uma síntese epistemológica sobre o perfil e funções do community manager. Materiais e métodos. Se realizou desde a análise crítica de um conjunto de opiniões valiosas de acadêmicos, e profissionais. Relacionando ela com os resultados de um estudo qualitativo realizado sobre o programa acadêmico de 19 cursos (na sua maioria conducentes à titulação de Máster) oferecidos maioritariamente por universidades espanholas para a especialização de tais profissionais. Resultados. Este análise comparado há permitido estabelecer notáveis coincidências entre os perfis, âmbitos de trabalho e funções designadas aos community manager pelos estudos epistemológicos existentes e as competências que se pretendem adquirir nestas ações formativas de pós graduação. Conclusão. Em essência os cursos preparam a especialistas em comunicação hipermídia e seus canais, criadores de conteúdos de qualidade e impacto emotivo, a profissionais, ubíquos em contínuo estado de análise de audiências e de estudos de posicionamento.

Análise fatorial confirmatória do Extended Class Play numa amostra portuguesa de jovens adolescentes / Confirmatory factor analysis of the Extended Class Play on a sample of portuguese young adolescents

O Extended Class Play (ECP; Burgess, Rubin, Wojslawowicz, Rose-Krasnor, & Booth, 2003) procura avaliar, através dos relatos dos pares, a reputação social dos sujeitos. O objetivo deste trabalho é testar a estrutura hexafatorial recentemente proposta, averiguando igualmente a sua adequação para género e idade, numa amostra portuguesa de 465 adolescentes (230 raparigas). Uma Análise Fatorial Confirmatória revelou que o modelo de seis fatores apresenta bons índices de ajustamento, de fiabilidade e validade e ainda boa adequação para gênero e idade. Estes resultados são consistentes com outros trabalhos, ao sugerir que o modelo hexafatorial do ECP apresenta capacidades psicométricas aceitáveis, constituindo-se como uma medida válida a utilizar na investigação sobre a reputação e o funcionamento sociais de adolescentes. (AU)

The Extended Class Play (ECP) assesses individuals' social reputation through peer reports. In this study, the recently presented six-factor structure was tested on a Portuguese sample of 465 adolescents (230 girls). A Confirmatory Factor Analysis demonstrated good fit of the data to this six-factor structure, good composite reliability and validity. Results also showed good fit to both genders and age groups. Therefore, results are consistent with previous research and suggest that this six-factor structure has good psychometric characteristics and that the ECP seems to be a valid measure for investigation on adolescents' social functioning and reputation. (AU)