Gregoire M B
University of Southern Mississippi, Hattiesburg.
J Am Diet Assoc. 1994 Oct;94(10):1129-34. doi: 10.1016/0002-8223(94)91132-0.
To compare patient assessment of meal-service quality and employee-service orientation in hospitals where dietary employees deliver meals trays and in hospitals where nursing employees deliver meal trays.
Survey.
General, medical-surgical (not Veterans Administration) hospitals of 300 to 500 beds with a self-operated foodservice department and a centralized, conventional food production system.
552 patients and 192 employees in nine hospitals geographically dispersed in the midwestern and eastern United States. Dietary employees delivered meal trays in five of the hospitals and nursing employees delivered trays in four.
On a five-point scale, patients indicated level of agreement with 16 statements about hospital meal service. Employees who delivered meal trays rated their agreement with 20 service orientation statements on a five-point scale.
Factor analysis with varimax rotation, chi 2 analysis, and analysis of variance.
Patient assessment of the quality of meal service was multidimensional. Patients gave more positive ratings to characteristics of the personnel delivering the tray than to the quality of the food. Patients in hospitals were dietary employees delivered meal trays rated the quality of food significantly higher (P < .01) than did patients in hospitals where nursing employees delivered trays. Service orientation of the personnel delivering the trays was also multidimensional. Dietary and nursing employees did not differ in their personal motivation toward providing service; however, dietary employees rated the organizational support for providing service significantly higher (P < .001) than did nursing employees. Nursing employees were significantly more positive (P < .05) than dietary employees about their interactions with patients.
Patient perceptions of service quality differed in hospitals where dietary employees delivered meal trays and in those where nursing personnel delivered trays. Dietary and nursing employees differed in some aspects of their service orientation.
比较由饮食员工送餐的医院与由护理员工送餐的医院中患者对餐饮服务质量的评估以及员工的服务导向。
调查。
拥有自营餐饮服务部门和集中式传统食品生产系统的300至500张床位的综合内科及外科（非退伍军人管理局）医院。
美国中西部和东部九个地理位置分散的医院中的552名患者和192名员工。其中五家医院由饮食员工送餐，四家医院由护理员工送餐。
患者以五点量表表明对16条关于医院餐饮服务陈述的认同程度。送餐员工以五点量表对20条服务导向陈述的认同程度进行评分。
采用方差最大化旋转的因子分析、卡方分析和方差分析。
患者对餐饮服务质量的评估是多维度的。患者对送餐人员特征的评价比对食物质量的评价更积极。饮食员工送餐的医院中的患者对食物质量的评分显著高于护理员工送餐的医院中的患者（P <.01）。送餐人员的服务导向也是多维度的。饮食员工和护理员工在提供服务的个人动机方面没有差异；然而，饮食员工对提供服务的组织支持的评分显著高于护理员工（P <.001）。护理员工在与患者互动方面比饮食员工明显更积极（P <.05）。
在饮食员工送餐的医院和护理人员送餐的医院中，患者对服务质量的认知存在差异。饮食员工和护理员工在服务导向的某些方面存在差异。
