[Home ] [Archive]   [ فارسی ]  
:: Main :: About :: Current Issue :: Archive :: Search :: Submit :: Contact ::
:: Volume 6, Issue 2 (9-2017) ::
مدیریت پرستاری 2017, 6(2): 41-50 Back to browse issues page
The Impact of high performance work systems on quality patient care: mediating role of psychological empowerment
Ali Shirazi , Neda Shakoori#
#Ph.D. student of Human Resources Management, Faculty of Economics & Administrative Sciences, Ferdowsi University of Mashhad, Mashhad, Iran
Abstract:   (433 Views)
Introduction: One of the distinctive aspects of hospitals and treatment centers is quality of patient care. Its achievement depends on human resources that provide services and therefore human resource management practices to improve the performance of this category of people is important.
Aim: This study service quality offered to patients and to evaluate the effectiveness of human resource practices on the quality of services provided to patients in the practical dimension.
Method: This study is a descriptive study and practical. Questionnaires were distributed between nurses and doctors and cares in 7 hospitals in Mashhad. For data gathering were used three questioners perceived high performance work system(HPWS) (Zacharatos, Barling and Iverson, 2005) and psychological empowerment (Spreitzer, 1995) and Quality patient care (Boquiren, Hack, Beaver and Williamson, 2015). Alpha- Chronbach for reliability were (0.84 and 0.98) respectively. Data gathered by 384 questioners (94% returned) were analyzed using structural equation modeling by Smart PLS.
Results: Findings showed that high performance work systems (HPWS) had significantly positive effect on psychological empowerment β=0.64, T=12.99).so psychological empowerment had significantly positive effect on quality patient care β=0.45, T=11.65) and, psychological empowerment played a mediator role, in relationship between high performance work systems (HPWS) on quality patient care. Also, high performance work systems (HPWS) had significantly positive effect on quality patient care (β=0.22, T=13.53).
Results: Review felt in personnel management. Managers can improve the quality of services by High-performance work systems.
Keywords: High Performance Work Systems (HPWS), Psychological Empowerment, Quality patient care
Full-Text [PDF 368 kb]   (215 Downloads)    
Type of Study: Research | Subject: Special
Received: 2016/08/9 | Accepted: 2018/01/15 | Published: 2018/02/17
1. Choi KS, Cho WH, Lee S, Lee H, Kim C. The relationships among quality, value, satisfaction and behavioral intention in health care provider choice: A South Korean study. Journal of Business Research. 2004 Aug 31; 57(8):913-21. [DOI:10.1016/S0148-2963(02)00293-X]
2. Ford RC, Bach SA, Fottler MD. Methods of measuring patient satisfaction in health care organizations. Health care management review. 1997 Apr 1;22(2):74-89. [DOI:10.1097/00004010-199704000-00009]
3. Hu HH, Kandampully J, Juwaheer TD. Relationships and impacts of service quality, perceived value, customer satisfaction, and image: an empirical study. The Service Industries Journal. 2009 Feb 1;29(2):111-25. [DOI:10.1080/02642060802292932]
4. Ettinger WH. Consumer‐Perceived Value: The key to a successful business strategy in the healthcare marketplace. Journal of the American Geriatrics Society. 1998 Jan 1;46(1):111-3. [DOI:10.1111/j.1532-5415.1998.tb01024.x]
5. Fottler MD, Dickson D, Ford RC, Bradley K, Johnson L. Comparing hospital staff and patient perceptions of customer service: a pilot study utilizing survey and focus group data. Health Services Management Research. 2006 Feb 1; 19(1):52-66. [DOI:10.1258/095148406775322052]
6. Parasuraman A, Zeithaml VA, Berry LL. Servqual: A multiple-item scale for measuring consumer perc. Journal of retailing. 1988 Apr 1;64(1):12.
7. Hackman JR. Groups that work and those that don't. Jossey-Bass; 1990.
8. Schuler RS, Jackson SE. Linking competitive strategies with human resource management practices. The Academy of Management Executive (1987-1989). 1987 Aug 1:207-19.
9. Huselid MA. The impact of human resource management practices on turnover, productivity, and corporate financial performance. Academy of Management Journal. 1995 Jun 1; 38(3):635-72.
10. Delery JE, Doty DH. Modes of theorizing in strategic human resource management: Tests of universalistic, contingency, and configurational performance predictions. Academy of management Journal. 1996 Aug 1; 39(4):802-35. [DOI:10.5465/256713]
11. McDuffie, JP. Human resource bundles and manufacturing performance: organizational logic and flexible production systems in the world auto industry. Industrial and Labor Relations Review. 1995 48(2): 197-221. [DOI:10.1177/001979399504800201]
12. Zacharatos A, Barling J, Iverson RD. High-performance work systems and occupational safety. Journal of applied psychology. 2005 Jan; 90(1):77. [DOI:10.1037/0021-9010.90.1.77]
13. Schuler, R.S. and Jackson, S.E. (1987), "Linking competitive strategies with human resource management practices", The Academy of Management Executive, Vol. 1 No. 3, pp. 207-19. [DOI:10.5465/ame.1987.4275740]
14. Pfeffer J. Seven practices of successful organizations. California management review. 1998 Jan 1;40(2):96-124. [DOI:10.2307/41165935]
15. CHUANG CH, Liao HU. Strategic human resource management in service context: Taking care of business by taking care of employees and customers. Personnel psychology. 2010 Mar 1;63(1):153-96. [DOI:10.1111/j.1744-6570.2009.01165.x]
16. Gittell JH, Seidner R, Wimbush J. A relational model of how high-performance work systems work. Organization science. 2010 Apr;21(2):490-506. [DOI:10.1287/orsc.1090.0446]
17. Cooke WN. Employee participation programs, group-based incentives, and company performance: A :::::union:::::-non:::::union::::: comparison. ILR Review. 1994 Jul;47(4):594-609. [DOI:10.1177/001979399404700405]
18. Teece DJ, Pisano G, Shuen A. Dynamic capabilities and strategic management. Strategic management journal. 1997 Aug 1:509-33. https://doi.org/10.1002/(SICI)1097-0266(199708)18:7<509::AID-SMJ882>3.0.CO;2-Z [DOI:10.1002/(SICI)1097-0266(199708)18:73.0.CO;2-Z]
19. Macky K, Boxall P. The relationship between 'high-performance work practices' and employee attitudes: an investigation of additive and interaction effects. The International Journal of Human Resource Management. 2007 Apr 1; 18(4):537-67. [DOI:10.1080/09585190601178745]
20. Gittell JH, Seidner R, Wimbush J. A relational model of how high-performance work systems work. Organization science. 2010 Apr; 21(2):490-506. [DOI:10.1287/orsc.1090.0446]
21. Michaelis B, Wagner JD, Schweizer L. Knowledge as a key in the relationship between high-performance work systems and workforce productivity. Journal of Business Research. 2015 May 31; 68(5):1035-44. [DOI:10.1016/j.jbusres.2014.10.005]
22. Ramsay H, Scholarios D, Harley B. Employees and high‐performance work systems: testing inside the black box. British Journal of industrial relations. 2000 Dec 1; 38(4):501-31. [DOI:10.1111/1467-8543.00178]
23. Conger. A.J, Kanungo.N.R."The Empowerment Process: Integrating Theory and Practice ", Academy Of Management Review, 13 (1988), 471-482. [DOI:10.5465/amr.1988.4306983]
24. Spreitzer GM. Psychological empowerment in the workplace: Dimensions, measurement, and validation. Academy of management Journal. 1995 Oct 1; 38(5):1442-65.
25. Thomas KW, Velthouse BA. Cognitive elements of empowerment: An "interpretive" model of intrinsic task motivation. Academy of management review. 1990 Oct 1; 15(4):666-81.
26. Melhem Y. The antecedents of customer-contact employees' empowerment. Employee relations. 2004 Feb 1;26(1):72-93. [DOI:10.1108/01425450410506913]
27. Mathieu. E. J, Gilson. L. L." Empowerment And Team Effectiveness: An Empirical Test Of An Integrated Model", Journal Of Applied Psychology, 2006, 91(1), 97–108. [DOI:10.1037/0021-9010.91.1.97]
28. Yim HK. Psychological empowerment of salespeople: The construct, its inducement, and consequences on customer relationships (Doctoral dissertation, Drexel University).
29. Ellinger AE, Keller SB, Baş AB. The empowerment of frontline service staff in 3PL companies. Journal of Business Logistics. 2010 Mar 1; 31(1):79-98. [DOI:10.1002/j.2158-1592.2010.tb00129.x]
30. Eo YS, Kim YH, Lee NY. Path analysis of empowerment and work effectiveness among staff nurses. Asian nursing research. 2014 Mar 31; 8(1):42-8. [DOI:10.1016/j.anr.2014.02.001]
31. Gazzoli G, Hancer M, Park Y. Employee empowerment and customer orientation: Effects on workers' attitudes in restaurant organizations. International Journal of Hospitality & Tourism Administration. 2012 Jan 1;13(1):1-25. [DOI:10.1080/15256480.2012.640180]
32. Greasley PE, Bocârnea MC. The relationship between personality type and the servant leadership characteristic of empowerment. Procedia-Social and Behavioral Sciences. 2014 Mar 20; 124:11-9. [DOI:10.1016/j.sbspro.2014.02.454]
33. Pollak KI, Nagy P, Bigger J, Bilheimer A, Lyna P, Gao X, Lancaster M, Watkins RC, Johnson F, Batish S, Skelton JA. Effect of teaching motivational interviewing via communication coaching on clinician and patient satisfaction in primary care and pediatric obesity-focused offices. Patient education and counseling. 2016 Feb 29;99(2):300-3. [DOI:10.1016/j.pec.2015.08.013]
34. Namasivayam K, Guchait P, Lei P. The influence of leader empowering behaviors and employee psychological empowerment on customer satisfaction. International Journal of Contemporary Hospitality Management. 2014 Feb 4; 26(1):69-84. [DOI:10.1108/IJCHM-11-2012-0218]
35. Boquiren VM, Hack TF, Beaver K, Williamson S. What do measures of patient satisfaction with the doctor tell us?. Patient education and counseling. 2015 Dec 31; 98(12):1465-73. [DOI:10.1016/j.pec.2015.05.020]
36. Anderson JC, Gerbing DW. Structural equation modeling in practice: A review and recommended two-step approach. Psychological bulletin. 1988 May; 103(3):411. [DOI:10.1037/0033-2909.103.3.411]
37. Garcia-Morales VJ, Matias-Reche F, Hurtado-Torres N. Influence of transformational leadership on organizational innovation and performance depending on the level of organizational learning in the pharmaceutical sector. Journal of Organizational Change Management. 2008 Apr 4; 21(2):188-212. [DOI:10.1108/09534810810856435]
38. Fornell C, Larcker DF. Evaluating structural equation models with unobservable variables and measurement error. Journal of marketing research. 1981 Feb 1:39-50. [DOI:10.2307/3151312]
39. Bartram T, Karimi L, Leggat SG, Stanton P. Social identification: linking high performance work systems, psychological empowerment and patient care. The International Journal of Human Resource Management. 2014 Sep 25; 25(17):2401-19. [DOI:10.1080/09585192.2014.880152]
40. Deeter-Schmelz DR, Norman Kennedy K. Patient care teams and customer satisfaction: the role of team cohesion. Journal of services marketing. 2003 Dec 1;17(7):666-84. [DOI:10.1108/08876040310501232]
Send email to the article author

Add your comments about this article
Your username or Email:


XML   Persian Abstract   Print

Download citation:
BibTeX | RIS | EndNote | Medlars | ProCite | Reference Manager | RefWorks
Send citation to:

Shirazi A, Shakoori# N. The Impact of high performance work systems on quality patient care: mediating role of psychological empowerment . مدیریت پرستاری. 2017; 6 (2) :41-50
URL: http://ijnv.ir/article-1-432-en.html

Volume 6, Issue 2 (9-2017) Back to browse issues page
فصلنامه مدیریت پرستاری Quarterly Journal of Nursing Management
Persian site map - English site map - Created in 0.06 seconds with 30 queries by YEKTAWEB 3731