What shapes employees’ acceptance of and engagement with mystery patient programs for service quality improvement? A qualitative application of the Theory of Planned Behavior

Mystery Patient Programs (MPPs) are increasingly employed in hospital settings to enhance service quality and improve patient experience. This study aimed to identify the factors influencing employees' acceptance of and engagement with an MPP implemented in an outpatient hospital context. Thirty-thr...

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Hlavní autoři:	Lina Daouk-Öyry, Mohamad Alameddine, Bayan Rafii, Hussein Soueidan
Médium:	Artigo
Jazyk:	Inglês
Vydáno:	Elsevier 2026-06-01
Edice:	SSM: Qualitative Research in Health
Témata:	Mystery patient Theory of planned behavior Service quality improvement Engagement
On-line přístup:	http://www.sciencedirect.com/science/article/pii/S2667321526000181
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