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Assessing the Quality of Elderly Care – Can Survey Incomparability be Solved by Vignettes?
Linköping University, Department of Management and Engineering, Quality Technology and Management. Linköping University, The Institute of Technology.
Linköping University, Department of Management and Engineering, Quality Technology and Management. Linköping University, The Institute of Technology. (Quality Technology & Management)ORCID iD: 0000-0003-4040-8302
2014 (English)In: Proceedings of the 21st EurOMA conference, Palermo, Italy, Palermo, Italy., 2014Conference paper, Published paper (Refereed)
Abstract [en]

User and customer surveys are the most commonly used instruments to evaluate the efficiency and quality of public services, but an important question is whether the data collected by the surveys are of sufficient quality to support decision making and improvements of public services. One of the mentioned problems is the interpersonal incomparability of survey responses, which may be biased if individuals interpret the questions in different ways and use response scales in systematically different ways. The purpose of the present study is therefore to investigate how the use of anchoring vignettes could improve the quality of survey results. Our results show that anchoring vignettes remove some noise from survey results and allow the correction of otherwise interpersonally incomparable survey responses. The suggested methodology has the potential to contribute to better evaluations of the quality of elderly care and, thereby, to better decisions on how to improve elderly care services.

Place, publisher, year, edition, pages
Palermo, Italy., 2014.
Keyword [en]
Anchoring vignettes, Elderly care, Quality
National Category
Mechanical Engineering
Identifiers
URN: urn:nbn:se:liu:diva-113839OAI: oai:DiVA.org:liu-113839DiVA: diva2:785028
Conference
The 21st EurOMA conference
Available from: 2015-02-01 Created: 2015-02-01 Last updated: 2015-02-06Bibliographically approved

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Cronemyr, PeterPoksinska, Bozena

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