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Publications

Publications by Lia Patrício

2012

ADOPTING ELECTRONIC HEALTH RECORDS IN HEALTH CARE PRACTICES: A MULTIPLE CASE STUDY OF THE PORTUGUESE HEALTHCARE SYSTEM

Authors
Oliveira, M; Brito, AC; Patricio, L;

Publication
PROCEEDINGS OF THE IADIS INTERNATIONAL CONFERENCE E-HEALTH 2012

Abstract
Recently, we are witnessing the effort of healthcare providers to move from paper-based records to electronic records, in order to reduce data access times and also to share clinical information. However, many of these electronic records projects have failed, as they are not well fitted to the healthcare professionals' practices. This paper presents a study on the impact of Information Technology in the daily routine of healthcare providers, to support the development of Electronic Health Records that are well adapted to these organizations' operational processes and are successfully adopted.

2011

A brief history of SERVSIG

Authors
Fisk, RP; Patrício, L;

Publication
Journal of Service Management

Abstract

2011

A brief history of SERVSIG

Authors
Fisk, RP; Patricio, L;

Publication
MANAGING SERVICE QUALITY

Abstract

2003

Improving satisfaction with bank service offerings: Measuring the contribution of each delivery channel

Authors
Patrício, L; Fisk, RP; Falcão Cunha, J;

Publication
Managing Service Quality: An International Journal

Abstract
This article presents the results of a qualitative study of a Portuguese bank regarding customer use of Internet banking integrated in a multi-channel offering that includes high street branches, telephone banking, and automatic teller machines. The results show that performance evaluation is a key factor influencing channel use. Customers tend to use the different service delivery systems in a complementary way, taking into account their assessment of the advantages and disadvantages of each one. Customer characteristics, and the type of financial operation, are also identified as important factors influencing this process. These results indicate that, in a multi-channel context, customer satisfaction with Internet services depends not only on the performance of this channel in isolation, but also on how it contributes to satisfaction with the overall service offering. © 2003, MCB UP Limited

2010

Mobile service experiences: Qualitative study with a broader perspective

Authors
Sarmento, T; Patricio, L;

Publication
ACM International Conference Proceeding Series

Abstract
The increasing usage of mobile technologies for service provision has created the need to understand customer mobile service experiences and to integrate designer's and technology's perspectives for the design of successful mobile services. This paper presents the results of a qualitative study with 44 mobile service customers, providing an in-depth understanding of the experience factors that contribute to design improved mobile services. The study' results indicate that traditional interface factors, such as usefulness and ease of use, continue to be important. However, the study reveals that contextual factors, such as the social environment and service atmosphere, are very important for the mobile service experience. These results reinforce the need to adopt a broader view of the experience factors for the effective design of mobile services.

2004

Designing interaction experiences for multi-platform service provision with essential use cases

Authors
Patrício, L; Falcão e Cunha, J; Fisk, RP; Nunes, NJ;

Publication
Proceedings of the 9th international conference on Intelligent user interface - IUI '04

Abstract

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