Based On Social Capital to Discuss the Correlation between Internal Marketing Strategy and Employees’ Job Satisfaction in Medical Equipment Industry

The approach to aging society in past years shows increasing medical equipment market with needs for health care that current health care industry is encountering the unprecedented dilemma. The fiercer competition has hospitals start to seek for the promotion of operating performance in order to create more profits. The partnership between hospitals and medical equipment stores provides more items for patients and the family members. Accordingly, the image and service quality of medical equipment industry are emphasized. Aiming at employees of medical equipment industry in Taichung City, total 360 copies are distributed for this study, and 251 valid copies are retrieved, with the retrieval rate 70%. According to the research results, suggestions are proposed, expecting to provide suggestions and reference for introducing human resource organizations into medical equipment industry so that human resource departments could offer more customized service closer to organizational strategies.

Customer expectations of remote maintenance services in the medical equipment industry

Purpose – Original equipment manufacturers offer maintenance services such as remote diagnostics to extend their portfolio. The purpose of this paper is to empirically investigate requirements and expectations regarding remote services (RSs) for maintaining complex high-tech equipment from a users’ point of view. Design/methodology/approach – A qualitative interview study based on 30 interviews and observations at 11 organizations in the healthcare industry was conducted in order to get a holistic understanding of requirements and expectations of the new service technology. Findings – This study shows that the focus on providing high-technology services is not sufficient to increase customer's usage, soft factors such as personal interaction, integration, and individualization are main expectations for customers in the medical equipment industry. The expectations are concentrated in seven propositions. Research limitations/implications – The interviews were conducted only in the healthcare industry. Even though is it possible to generalize the findings and transfer them to other sectors, a large-scale empirical survey should be conducted in different industries to verify the qualitative results. Practical implications – A framework for manager and service provider is set up that can help to improve the service offerings according to specific customer expectations. Originality/value – The paper provides an original perspective on a new service technology that facilitates remote maintenance of complex high-tech equipment. Through in-depth interviews, the author generates valuable insights that help to advance RS technologies.