Critical Factors That Impact International Firms to Raise the Quality of Service In the Healthcare Industry of Bangladesh.
Keywords:
Internalization, Healthcare Industry of Bangladesh, Internal factors, External factors, Service Quality.Abstract
Internalization has created an enormous pathway for the business to enter into international market. In the healthcare sector, firms are expanding their operations into international market for various imperative rationales such as to improve the healthcare facilities of the host country and gain profitability. In Bangladesh foreign firms have been encouraged to enter in the healthcare industry of Bangladesh, due to the country’s emerging economic growth and one of the most densely populated nations in the world. However, due to the foreign firms’ inability to recognize external factors such as cultural gaps and formulate various effective strategies to deal with internal factors, some of the companies have faced immense difficulties to establish the operations in the healthcare sector of Bangladesh. In this paper, the authors’ major purpose is to identify and evaluate the critical factors which, must be accentuated by the foreign firms, to improve the standard of service in the hospitals in Bangladesh. A model of internal and external factors leading to quality of service has been developed and tested, from the healthcare perspective of Bangladesh. To evaluate the linkage between staffing policies, managerial controls, cultural gap, technology and political links with quality of service, a survey of 130 employees from four eminent foreign hospitals operating in Bangladesh for instance Apollo Hospital, United Hospital, Japan Bangladesh Friendship Hospital and American Super Specialty Hospital are considered in this paper.
The result shows that if the cultural gap is more between the foreign hospitals and Host County then it can negatively affect the organizations’ performance, thereby decreasing the service quality. Superior technologies from developed countries, if brought by foreign hospitals in Bangladesh, will increase their organizations’ service quality by a far better margin. It can also be seen from the result that polycentric staffing will positively affect the service quality as the patients and their attendants here in Bangladesh feel more comfortable surrounded by local staff.
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[2]. N. Afroz, & M. Hasanuzzaman, “Problems and Prospects of Tourism in Bangladesh: Bandarban District Case”, Global Journal of Management and Business Research, 12, 23, pp. 1-9, July 2012
[3]. S. Agarwal & N. Ramaswami, “Choice of Foreign Market Entry Mode: Impact of Ownership, Location and Internationalisation Factors.” Journal of International Business Studies 23, pp.1-28. 1992
[4]. T.A. Al-Emadi, & M.A. Al-Asmakh, “Cultural Differences and Their Impact: Some Brief Comments”, Chinese Journal of International Law, 5 (3): 807-810, Jan 2006
[5]. N.J. Allen & J.P. Meyer, “The measurement and antecedents of affective, continuance and normative commitment to the organization," Journal of occupational psychology, vol. 63, no. 1, pp. 1-18, 1990
[6]. E. Anderson & H. Gatignon, “Modes of foreign entry: a transaction cost analysis and propositions. Journal of International Business Studies”. pp. 1-26, May 1997
[7]. J.C. Arregle, L. Hébert, L & P.W. Beamish, “Mode of International Entry: The Advantages of Multilevel Methods”, Management International Review, 46(5), p. 597, 2006
[8]. C.A. Bartlett & S. Ghoshal, Going global. Harvard Business Review, 78(2), 2000, pp. 132–142
[9]. P.W. Beamish & A. Kachra, Number of Partners and JV Performance". Journal of World Business. 39. pp. 107-12, April 2004
[10]. A. Belal, & R. Roberts ( December 2010), 'Stakeholders' Perceptions of Corporate Social Reporting in Bangladesh', Journal Of Business Ethics, 97, 2, pp. 311-324, Business Source Premier, EBSCOhost, viewed 16 July 2015.
[11]. K. S., Button, Power failure: why small sample size undermines the reliability of neuroscience, Internet: http://www.ncbi.nlm.nih.gov/pubmed/23571845, 2013, [July, 23. 2015]
[12]. Cateora, et al, International marketing. 14th ed. New York: Mcgraw-Hill Irwin. 2009
[13]. Edwards, G., Crosling, & P., O'Neill, Internationalisation of Business Education: Meaning and implementation, 22, 2, 183-192, 2003
[14]. A. Erkko, et al, Effects of Age at Entry, Knowledge Intensity, and Imitability on International Growth, Academy of Management Journal 43, pp.909-924, 2000
[15]. A.P. Field, Discovering statistics using spss, 2nd edn, London: Sage., 2005, pg. 23-98
[16]. J.L. Fortenberry , Health Care Marketing Tools and Techniques, Mississauga Ontario, Jones and Bartlett?s publishers, 2010, pg. 123-254
[17]. D.H. Gesme, E. L. Towle, E. L. & M. Wiseman, Essentials of Staff Development and Why You Should Care, Journal of Oncology Practice, vol. 6 (2), pp104-106, Aug.2010
[18]. S. Gottlieb, S., More Cuts In Store For Medicare Plans -- Here Are The Options That Will Shrink Most For Seniors, Internet: http://www.forbes.com/sites/scottgottlieb/2014/01/06/more-cuts-in-store-for-medicare-plans-heres-the-options-that-will-shrink-most-for-seniors/, May 2014 [July 7. 2015].
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[20]. A. Harrison, E. Dalk?ran & E. Elsey, International Business, Oxford University Press, 2000, pg. 400
[21]. M. Hasan, Competency based job analysis and performance management of non medical staffs at Apollo hospital, Dhaka. Internet: http://edupedia.educarnival.com/bus_int_rep_competency-based-job-analysis-and-performance-management-of-non-medical-staff-at-apollo-hospitals-dhaka-2/, 2013 [July 13. 2015]
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[28]. P. Hwang, & W.C. Kim, ‘Global strategy and multinationals’ entry mode choice, Journal of International Business Studies, 23, pp. 29-53, 1992.
[29]. IMTJ, What drives medical tourism: New report from the Economist Intelligence, Internet: http://www.imtj.com/news/?entryid82=314079, 2011 [Jan. 11. 2015].
[30]. M. Javanmardian, & J. S. Choudhury, 2014 Priorities For The Healthcare Industry, Internet: http://www.forbes.com/sites/boozandcompany/2014/03/31/2014-priorities-for-the-healthcare-industry/ November 2014 [Jan. 8. 2015].
[31]. J. Johanson, & J. Vahlne, The Uppsala internationalization process model revisited: From liability of foreignness to liability of outsidership, Journal of International Business Studies, 40( 9), pp. 1411-1431., 2009
[32]. M. Kaplan, How Should We Pay for Health Care? Internet: http://hbswk.hbs.edu/item/7653.html, 2015 [July 19. 2015].
[33]. T. Khanna, G. P. Krishna, & J., Sinha, Strategies That Fit Emerging Markets, Internet: https://hbr.org/2005/06/strategies-that-fit-emerging-markets, 2005 [July 13. 2015]
[34]. E. Kim, 10 Hot Tech Companies On The Cusp Of An IPO That You Need To Watch, Internet: http://www.businessinsider.com/tech-company-ipo-2014-9?op=1#ixzz3PAvZFv71, 2014, [Jan. 11. 2015]
[35]. W. C. Kim, & P. Hwang, Global strategy and multinationals' entry mode choice. Journal of International Business Studies, 23(1), pp.29-53. 1992.
[36]. P. Kotler, J. Shalowitz & R. Steven, Strategic Marketing for Health care Organizations, USAJossey Bass, 2008.
[37]. M. Lagace, The Rise of Medical Tourism, Internet: http://hbswk.hbs.edu/item/5814.html, 2015 [July 19. 2015].
[38]. B. Lefebvre, Hospital chains in India: The coming of age?, Internet: https://hal.archives-ouvertes.fr/hal-00687105/document, 2010, [July 12. 2015]
[39]. B. Levoy, Secrets of Hiring, Managing, and Retaining Great Employees in Healthcare Practices. Sudbury, MA, Jones and Bartlett, 2006, pg. 123.
[40]. J. Mal, Globalization of Healthcare: Case studies of Medical Tourism in Multi-Specialty Hospitals in India, Masters of Science, The University of Manchester, Manchester., 2010, pp/ 33-45
[41]. A. Maryam, R.K. Timothy & E.L. Dorothy, An Empirical Examination of the Influence of Organisational Culture on Knowledge Management Practices, 22 Journal of Management Information Systems, pp. 191- 195, 2005.
[42]. S. Murphy, Leading, Coaching, and Mentoring the Team: A How-to Guide for Medical Practices. Denver, CA, MGMA, 2009.
[43]. M. E. Porter, Competitive Strategy, New York: Free Press, 1980, pp. 65-89
[44]. F. Rahman, Apollo seizes foothold in healthcare, Internet: http://archive.thedailystar.net/newDesign/print_news.php?nid=198502, 2011 [July 9 2015].
[45]. T. Rajwani, How Should Firms Deal With Political Risk? Internet: http://www.som.cranfield.ac.uk/som/p16495/Think-Cranfield/2011/May-2011/How-Should-Firms-Deal-with-Political-Risk, 2011 [July 13. 2015]
[46]. A. Salman, 'Bangladesh's economy: surrounded by deadly threats', International Journal Of Social Economics, 36, 1/2, pp. 138-181, 2009 Business Source Premier, EBSCOhost, viewed 16 July 2015
[47]. J.S. Skinner, Health-Care Costs Driven By Expensive Technology, Internet: http://www.technologyreview.com/news/518876/the-costly-paradox-of-health-care-technology/, 2013 [July 11. 2015].
[48]. P. L. Spath, Guide to Effective Staff Development in Health Care Organizations: A Systems Approach to Successful Training. San Francisco, CA, Jossey-Bass, 2002
[49]. Taylor & Francis, Choice of Market Entry Mode in Emerging Markets, Internet: http://www.tandfonline.com/doi/abs/10.1300/J042v14n01_05?journalCode=wglo20#.VKokO9LF9y0, 2015, [July 19. 2015].
[50]. L. Tihanyi, D. A. Griffith, & C. J. Russel, The effect of cultural distance on entry mode choice, international diversification, and MNE performance: a meta-analysis, Journal of International Business Studies, 36, pp. 270–283, 2005
[51]. S. Wengert, 2013, Nurse Staffing Policies, Internet: http://staffing.medicalsolutions.com/healthcare-staffing/nurse-staffing-policies/, 2013 [August 26, 2015]
[52]. N. Z. William, J.M. Michael & D.G. Noah, Financial management of health care organizations, San Francisco: Jossey Bass, 2009, pp. 11-79.
[53]. J. Wright, Health Care's Unrivaled Job Gains And Where It Matters Most, Internet: http://www.forbes.com/sites/emsi/2013/10/07/health-cares-unrivaled-job-gains-and-where-it-matters-most/ 2013 [July. 7, 2015].
[54]. J. Zinn, "Organizational and Environmental Factors in Hospital Alliance Membership and Contract Management: a Resource-dependence Perspective." Hospital & Health Services Administration 42, pp. 67-87, 1997.
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2016-02-07
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Rahman, Z., & Shaily, S. A. (2016). Critical Factors That Impact International Firms to Raise the Quality of Service In the Healthcare Industry of Bangladesh. American Scientific Research Journal for Engineering, Technology, and Sciences, 16(1), 193–211. Retrieved from https://asrjetsjournal.org/index.php/American_Scientific_Journal/article/view/1318
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