Atkins P M, Marshall B S, Javalgi R G
Cleveland Clinic Foundation, OH, USA.
J Health Care Mark. 1996 Winter;16(4):14-23.
A strong relationship exists between employee satisfaction and patients' perceptions of the quality of their care, measured in terms of their intent to return and to recommend the hospital to others. Employee dissatisfaction can negatively affect quality of care and have an adverse effect on patient loyalty and, thus hospital profitability. Therefore, health care marketers should regularly measure employee satisfaction as one way to monitor service quality. Health care marketers must work more closely with their human-resource departments to understand and influence employees' work environment and maintain a high level of job satisfaction. Marketers also should place an increased emphasis on both employee and patient perceptions of satisfaction when developing internal and external strategic marketing plans and formulating future research.
员工满意度与患者对医疗服务质量的看法之间存在着紧密的关系，这可以通过患者再次就诊的意愿以及向他人推荐医院的意愿来衡量。员工的不满会对医疗服务质量产生负面影响，进而对患者忠诚度产生不利影响，从而影响医院的盈利能力。因此，医疗保健营销人员应定期衡量员工满意度，以此作为监测服务质量的一种方式。医疗保健营销人员必须与人力资源部门更紧密地合作，以了解并影响员工的工作环境，保持较高的工作满意度。在制定内部和外部战略营销计划以及开展未来研究时，营销人员还应更加重视员工和患者对满意度的看法。
