Nadiri Halil, Tanova Cem
Department of Business Administration, Cyprus International University, Nicosia, Turkey (Dr Nadiri); and Department of Business Administration, Eastern Mediterranean University, Famagusta, Turkey (Dr Tanova).
Qual Manag Health Care. 2016 Jul-Sep;25(3):162-75. doi: 10.1097/QMH.0000000000000104.
We analyzed the extent to which the service recovery performance of frontline employees in private health care institutions is influenced by employee perceptions of manager attitudes toward service quality, workplace support, and manager fairness and organizational commitment. We also examined the relationship of service recovery performance to employee job satisfaction and turnover intentions.
Partial least square path modeling of data from 178 frontline employees in private health care institutions in North Cyprus was utilized.
Although empowerment and role clarity were positively related to service recovery performance, perceived managerial attitudes toward hospital customer service, teamwork, and customer service-oriented training as indicators of workplace support were not related to frontline employees' service recovery performance. Organizational justice was related to affective commitment, which in turn was related to service recovery performance. Although service recovery performance was not related to employee turnover intentions, it was related to job satisfaction.
Managerial implications of these study findings are presented in the light of the cognitive evaluation theory. Health services differ from other service organizations in the way that intrinsic and extrinsic rewards influence the service recovery efforts of frontline employees. To ensure high quality services, managers should focus on intrinsic rewards, empower and give more autonomy to staff.
我们分析了私立医疗机构一线员工的服务补救绩效在多大程度上受到员工对管理者对服务质量的态度、工作场所支持、管理者公平性以及组织承诺的认知的影响。我们还研究了服务补救绩效与员工工作满意度和离职意图之间的关系。
利用来自北塞浦路斯私立医疗机构178名一线员工的数据进行偏最小二乘路径建模。
尽管授权和角色清晰度与服务补救绩效呈正相关，但作为工作场所支持指标的管理者对医院客户服务、团队合作和以客户服务为导向的培训的认知与一线员工的服务补救绩效无关。组织公正与情感承诺相关，而情感承诺又与服务补救绩效相关。尽管服务补救绩效与员工离职意图无关，但它与工作满意度相关。
根据认知评价理论提出了这些研究结果对管理的启示。卫生服务在内在和外在奖励影响一线员工服务补救努力的方式上与其他服务组织不同。为确保高质量服务，管理者应关注内在奖励，赋予员工权力并给予更多自主权。
