• Admission scheduling in acute care hospitals: Does the practice fit with the theory?

      Gemmel, Paul; Van Dierdonck, Roland (International Journal of Operations and Production Management, 1999)
    • Breaking down the silo of the hospital pharmacy

      Robberecht, Rein; Cardoen, Brecht; Gemmel, Paul (British Journal of Hospital Medicine, 2014)
    • De onthaalomgeving vanuit een service-operations perspectief

      Cardoen, Brecht; Gemmel, Paul; Robberecht, Rein (Hospitals.be, 2013)
    • Editorial special issue Healthcare Operations Management

      Gemmel, Paul; Boaden, R. (International Journal of Operations and Production Management, 2002)
    • Emotional attachment to a hospital: bringing employees and customers into the engagement zone

      Gemmel, Paul; Verleye, Katrien (Journal of Applied Management and Entrepreneurship, 2010)
    • Engaged Customers as Job Resources or Demands for Frontline Employees?

      Verleye, Katrien; Gemmel, Paul; Rangarajan, Deva (Journal of Service Theory and Practice, 2016)
      Purpose: - The purpose of this paper is to empirically test a theoretical model on how different customer engagement behaviors (CEBs), such as giving feedback and helping other customers, affect the role stress-job strain relationship among frontline employees. Design/methodology/approach: - Drawing from the job demands-resources model, this paper hypothesizes that some CEBs weaken the role stress-job strain relationship among frontline employees, whereas the opposite holds for other CEBs. To test these hypotheses, the study involved a survey among 279 frontline employees in 20 nursing home teams in Belgium. Findings: - The results reveal that the impact of role stress on job strain is stronger when frontline employees notice more helping behaviors among customers and weaker when frontline employees receive more customer feedback or notice that customers spread positive word-of-mouth about the nursing home. Originality/value This research contributes to the customer engagement and frontline employee literature by showing that CEBs can act as both job demands and job resources for frontline employees
    • Evaluation of Hospital Service Level Agreements

      Berbée, Rieneke; Gemmel, Paul; Droesbeke, Brenda; Casteleyn, H.; Vandaele, Darline (International Journal of Health Care Quality Assurance, 2009)
    • From business process management to customer process management

      Trkman, Peter; Mertens, Willem; Viaene, Stijn; Gemmel, Paul (Business Process Management Journal, 2015)
      Purpose - The purpose of this paper is to argue that in order to achieve customer centricity through business process management (BPM), companies have to obtain the profound understanding of customers' processes and when necessary change not only the interactions with but also the processes of their customers. A method is presented that allows doing this in a systematic manner. Design/methodology/approach - A case study of a large multinational company was conducted. Several different sources and methods were used, including document analysis, interviews and a qualitative analysis of responses to open-ended questions. Data were gathered at three points in time: before, during and after the implementation of the presented approach. Findings - The method that was successfully employed by the case organisation consisted of combining BPM with service blueprinting, and of extending these efforts by integrating the customers' internal processes into the scope of improvement. Research limitations/implications The paper does not thoroughly evaluate the long-term effects of the proposed approach. Some results of the case study analysis had to be excluded from this paper due to reasons of confidentiality. Practical implications - The paper presents an approach for organisations to not only understand the needs of their customers but also the way in which their product is used in customers' processes. In this way BPM can be implemented in a truly customer-oriented way. Originality/value - This paper extends previous work by presenting one way in which BPM can follow up on its promise of increasing an organisations customer orientation. While servitisation has received a lot of attention in various disciplines, its application within BPM research and practice has been scarce.
    • Hospital Process Orientation (HPO): The development of a measurement tool

      Gemmel, Paul; Vandaele, Darline; Tambeur, Wim (Total Quality Management & Business Excellence, 2008)
    • How to govern business services exchanges: contractual and relational issues

      Vandaele, Darline; Rangarajan, Deva; Gemmel, Paul; Lievens, Annouk (International Journal of Management Reviews, 2007)
    • Impact of recurrent changes in the work environment on nurses' psychological well-being and sickness absence

      Verhaeghe, Rik; Vlerick, Peter; Gemmel, Paul; Van Maele, G.; De Backer, G. (Journal of Advanced Nursing, 2006)
    • Innovation in the elderly care sector: at the edge of chaos

      Verleye, Katrien; Gemmel, Paul (Journal of Management & Marketing in Healthcare, 2011)
    • Lean in healthcare - Breaking the trade-off between service and efficiency

      Cardoen, Brecht; Gemmel, Paul; Robberecht, Rein (Zorgmagazine, 2012)
      Against the background of the current ‘technology goes economic market’ focus of mainstream innovation research, this editorial introduces contributions to a special issue explicitly devoted to the corresponding research gap: non-technological and non-economic innovations are indeed hardly explored, even approaches focussing on non-technological or social innovations still have a strong bias towards the economy. In contrast to both the mainstream and these alternative approaches to innovation, the editorial outlines a concept of socially robust innovations, i.e., innovations that have impact on both economic and non-economic spheres of society, and that can therefore be supposed to be more profitable in terms of, again, both economic and non-economic profit.
    • Managing engagement behaviors in a network of customers and stakeholders: Evidence from the nursing home sector

      Verleye, Katrien; Gemmel, Paul; Rangarajan, Deva (Journal of Service Research, 2014)
      Firms striving for long-term profitability need to build stronger customer-firm relationships by getting their customers more engaged with the firm. One path to this end is introducing practices to manage different forms of customer engagement behaviors (CEBs). To develop more effective and efficient CEB management practices, this research proposes and empirically tests a theoretical model on managerial and psychological processes to encourage CEBs that are embedded in a broader network of customers and stakeholders. Based on qualitative and quantitative studies in nursing homes, we demonstrate that organizational support and overall service quality toward significant others influence some forms of CEBs—more particularly feedback and positive word of mouth (WOM) behaviors—through customer affect toward the organization. It is interesting to note that customer affect toward the organization encourages WOM behaviors, while it discourages feedback behaviors. Conversely, managerial processes that increase customer role readiness—such as organizational socialization and support from other customers—were found to have a positive impact on all forms of CEBs. This research helps managers of nursing homes and other services with a broad network of customers and stakeholders to improve existing CEB management practices and develop new CEB management practices that are beneficial for the firm and its stakeholders.
    • Patients' perceptions of service quality and patient satisfaction in nuclear medicine

      De Man, Stefanie; Gemmel, Paul; Vlerick, Peter; Van Rijk, P.; Dierckx, Rudi (European Journal of Nuclear Medicine, 2002)
    • Purchased business services influence downstream supply chain members

      Vandaele, Darline; Gemmel, Paul (International Journal of Service Industry Management, 2007)
    • Recurrent changes in the work environment, job resources and distress among nurses: a comparative cross-sectional survey

      Verhaeghe, Rik; Vlerick, Peter; De Backer, G.; Van Maele, G.; Gemmel, Paul (International Journal of Nursing Studies, 2008)
    • Service level agreements: een literatuuroverzicht

      Vandaele, Darline; Gemmel, Paul (Tijdschrift voor Economie en Management, 2004)
      Service Level Agreements (SLAs) enclose the conventions between a service provider and a customer about the minimal acceptable service delivered. Despite the managerial importance of these agreements there are little writings outside the IT on this topic. This article gives an overview of the literature about Service Level Agreements, stressing the applicability of the theoretical aspects for all services. The issues discussed are a standardized definition for SLAs, the different kind of agreements, the desired objectives and a general procedure to establish such an agreement. The important contributions of this article are a review of the literature on SLAs, the added critical notes and the attention given to possible further research about SLAs.
    • The project scheduling game (PSG): simulating time/ cost trade-offs in projects

      Vanhoucke, Mario; Vereecke, Ann; Gemmel, Paul (Project Management Journal, 2005)