[Home ] [Archive]   [ فارسی ]  
:: Main :: About :: Current Issue :: Archive :: Search :: Submit :: Contact ::
:: Volume 5, Issue 3 And 4 (1-2017) ::
مدیریت پرستاری 2017, 5(3 And 4): 53-61 Back to browse issues page
Effect of nursesʼ perceptions on the quality of services received by managers on their customer-oriented behaviors (patient centered care)
Ahmad Allahyari Bouzanjani , Abbas Abbasi# , Fatemeh Alipour , Fariba Khosravaninezhad
#Associate Professor Faculty of Economic, Management and Social Sciences, Shiraz University - Faculty of Economic, Shiraz University, Shiraz, Iran
Abstract:   (1075 Views)
Introduction: Nurses’ perception about the received services’
quality as an internal customer is an important factor in shaping their customer orientation; that is patient-oriented behaviors (patient-
centered care).
Aim: This study was done to assessing the effect of internal
customer services quality on nurses’ (customer) patient-orientation behaviors (patient-centered care).
Method: The study was a survey study that investigated in 2016; and 132 nurses in a general hospital in Bushehr selected. For data gathering in nurses’ perception about received services from managers the 25 item questionnaire of Reynoso & Moores (2003) used. For measuring job satisfaction, Questionnaire of Greenhaus et al (1990) and for assessing (customer) patient -
oriented behavior (patient-centered care), a 12 item questionnaire of Saxe et al (1982) were used. Their reliability was above the 0.7 and 0.8 that they measured by Alpha Cronbach’s test. And data were analyzed by Structural Equation Modeling with partial least square.
Results: Among the dimensions of nurses’ perceived internal services quality, only two dimension of communication and
reliability haven’t positive and significant effect on job satisfaction. Also, it was found that job satisfaction affects the nurses’
patient-orientation (customer orientation) significantly as a mediator variable.
Conclusion: Results show that providing the quality services for nurses by nurse managers not only increases their satisfaction, but also increase their patient-oriented behaviors (patient-centered care).
 
Keywords: costumer orientation, internal services quality, job satisfaction, patient-orientation
Full-Text [PDF 272 kb]   (334 Downloads)    
Type of Study: Research | Subject: Special
Received: 2016/11/8 | Accepted: 2017/05/16 | Published: 2017/08/13
References
1. Hoffman, K.D., Ingram, T.N. Service provider job satisfaction and customer. Journal of Services Marketing, 1992. 6(2): 68-78. [DOI:10.1108/08876049210035872]
2. Golparvar, M. and M. Nadi, Perceptions of justice with Customer-Oriented Behaviors among nurses. Journal of Health Administration, 2009. 12(35): 61-70. [persian]
3. Price, L.L., Arnould, E.J., Tierney, P. Going to extremes: Managing service encounters and assessing provider performance. The Journal of Marketing, 1995: p. 83-97. [DOI:10.2307/1252075]
4. Berry, L.L., Bendapudi, N. Health care a fertile field for service research. Journal of Service Research, 2007. 10(2): 111-122. [DOI:10.1177/1094670507306682]
5. Yoon, S.-J., Choi, D.-C. Park, J.-W. Service orientation: Its impact on business performance in the medical service industry. The Service Industries Journal, 2007. 27(4): 371-388. [DOI:10.1080/02642060701346375]
6. Hall, J.A., Liking in the physician–patient relationship. Patient education and counseling, 2002. 48(1):. 69-77. [DOI:10.1016/S0738-3991(02)00071-X]
7. Rassouli, M., Patient-centered communication barriers: experiences of patients with cancer, their family members and nurses. Journal of Urmia Nursing And Midwifery Faculty. 2014;11(10):753–64. [persian]
8. McCormack, L.A., Measuring patient-centered communication in cancer care: a literature review and the development of a systematic approach. Social Science & Medicine, 2011. 72(7): 1085-1095. [DOI:10.1016/j.socscimed.2011.01.020]
9. Lee, C.-K., The impact of CSR on casino employees' organizational trust, job satisfaction, and customer orientation: An empirical examination of responsible gambling strategies. International Journal of Hospitality Management, 2013. 33: 406-415. [DOI:10.1016/j.ijhm.2012.10.011]
10. Ebrahimy, A., Javadi, M. The examination of the relationship between role stress with customer orientation and job performance of retail salespeople. Journal of Marketing Management, 2012(13). [persian]
11. Movahedi, M., Moradi, M. The effect of knowledge management on Customer Orientation: case study of insurance companies in Tehran. Journal of Industrial Strategic Management, 2015. 11(36): 41-54. [persian]
12. Allahyari Bouzanjani, A., Mosleh, A. Service-oriented citizenship behaviors: the effect of employees' perception about internal service quality. Organizational Behaviour Studies Quarterly, 2015. 4(2): 163-143.[persian]
13. Pantouvakis, A., Internal service quality and job satisfaction synergies for performance improvement: Some evidence from a B2B environment. Journal of Targeting, Measurement and Analysis for Marketing, 2011. 19(1): 11-22. [DOI:10.1057/jt.2011.2]
14. Parasuraman, A., Zeithaml, V., Berry, L. SERVQUAL: a multiple-item scale for measuring consumer perceptions of service quality. Retailing: Critical Concepts, 2002. 64(1): 140.
15. Boshoff, C., Mels, G. A causal model to evaluate the relationships among supervision, role stress, organizational commitment and internal service quality. European Journal of Marketing, 1995. 29(2): 23-42. [DOI:10.1108/03090569510080932]
16. Wu, X., Y. Liu., Ling, Q. The composition and impact of internal service quality: An empirical study in hotel industry. in 2014 11th International Conference on Service Systems and Service Management (ICSSSM). 2014. IEEE.
17. Singh, K., Influence of internal service quality on job performance: a case study of Royal Police Department. Procedia-Social and Behavioral Sciences, 2016. 224: [DOI:10.1016/j.sbspro.2016.05.396]
18. Fadil, H., Singh, K., Joseph, C. The influence of organizational innovation towards internal service quality in MBKS. Procedia-Social and Behavioral Sciences, 2016. 224: 317-324. [DOI:10.1016/j.sbspro.2016.05.491]
19. Kang, G.-D., Jame, J., Alexandris, K. Measurement of internal service quality: application of the SERVQUAL battery to internal service quality. Managing Service Quality: An International Journal, 2002. 12(5):. 278-291. [DOI:10.1108/09604520210442065]
20. Hallowell, R., Schlesinger, L.A., Zornitsky, J. Internal service quality, customer and job satisfaction: Linkages and implications for management. People and Strategy, 1996. 19(2): 20.
21. Reynoso, J., Moores, B. Towards the measurement of internal service quality. International Journal of Service Industry Management, 1995. 6(3): p. 64-83. [DOI:10.1108/09564239510091349]
22. Lund, D.B., Organizational culture and job satisfaction. Journal of Business & Industrial Marketing, 2003. 18(3): 219-236. [DOI:10.1108/0885862031047313]
23. Maurya, U. K., Corporate identity, customer orientation and performance of SMEs: Exploring the linkages. IIMB Management Review, 2015. 27(3): p. 159-174. [DOI:10.1016/j.iimb.2015.05.001]
24. Greenhaus, J.H., Parasuraman, S., Wormley, W.M. Effects of race on organizational experiences, job performance evaluations, and career outcomes. Academy of Management Journal, 1990. 33(1): 64-86.
25. Saxe, R., Weitz, B.A. The SOCO scale: a measure of the customer orientation of salespeople. Journal of Marketing Research, 1982: 343-351. [DOI:10.2307/3151568]
26. Donavan, D.T., Brown, T.J., Mowen, J.C. Internal benefits of service-worker customer orientation: Job satisfaction, commitment, and organizational citizenship behaviors. Journal of Marketing, 2004. 68(1): 128-146. [DOI:10.1509/jmkg.68.1.128.24034]
27. Mechinda, P., Patterson, P.G. The impact of service climate and service provider personality on employees' customer-oriented behavior in a high-contact setting. Journal of Services Marketing, 2011. 25(2): 101-113. [DOI:10.1108/08876041111119822]
Send email to the article author

Add your comments about this article
Your username or Email:

CAPTCHA code



XML   Persian Abstract   Print


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

Allahyari Bouzanjani A, Abbasi# A, Alipour F, Khosravaninezhad F. Effect of nursesʼ perceptions on the quality of services received by managers on their customer-oriented behaviors (patient centered care). مدیریت پرستاری. 2017; 5 (3 and 4) :53-61
URL: http://ijnv.ir/article-1-455-en.html


Volume 5, Issue 3 And 4 (1-2017) Back to browse issues page
فصلنامه مدیریت پرستاری Quarterly Journal of Nursing Management
Persian site map - English site map - Created in 0.05 seconds with 31 queries by YEKTAWEB 3790