Chapter 5 Strategic Management of Internal Customers: Building Value Through Human Capital and Culture

Advances in Health Care Management

Volumn 6, Issue , 2007, Pages 99-126

  Smith, Howard L ^a   Waldman, J Deane ^a   Hood, Jacqueline N ^a   Fottler, Myron D ^a  

^a NONE

Author keywords

[No Author keywords available]

Indexed keywords

EID: 33846331964     PISSN: 14748231     EISSN: None     Source Type: Book Series    
DOI: 10.1016/S1474-8231(06)06005-8     Document Type: Review

References (73)

1. Aiken L.H., Clarke S.P., Sloane D.M., Sochalski J., and Silber J.H. Hospital nurse staffing and patient mortality, nurse burnout, and job dissatisfaction. Journal of American Medical Association 286 16 (2002) 1987-1993
2. Alexander J.A., Lichtenstein R., Oh H., and Ullman E. A causal model of voluntary turnover among nursing personnel in long-term psychiatric settings. Research in Nursing and Health 21 5 (1998) 415-427
3. Alexander J.A., and Fennell M. Patterns of decision making in multihospital systems. Journal of Health and Social Behavior 27 1 (1986) 14-27
4. Ashmos D.P., Huonker J.W., and McDaniel R.R. The effect of clinical professional and middle manager participation on hospital performance. Health Care Management Review 23 4 (1998) 7-20
5. Atkins P., Marshall B.S., and Javalgi R.G. Happy employees lead to loyal patients: Survey of nurses and patients shows a strong link between employee satisfaction and patient loyalty. Journal of Health Care Marketing 16 4 (1996) 14-23
6. Baird L., and Mesaulham I. Managing two fits of strategic human resource management. Academy of Management Review 13 1 (1988) 116-128
7. Baker E. Learning from the bristol inquiry. Cardiology in the Young 11 (2001) 585-587
8. Batt R. Managing customer services: Human resource practices, quit rates, and sales growth. Academy of Management Journal 45 3 (2002) 587-597
9. Beedham T. Why do young doctors leave medicine?. British Journal of Hospital Medicine 55 11 (1996) 699-701
10. Bender C.S., DeVogel S., and Blomberg R. The socialization of newly hired medical staff into a large health system. Health Care Management Review 24 (1999) 95-108
11. Born P.H., and Simon C.J. Patients and profits: The relationship between HMO financial performance and quality of care. Health Affairs 20 2 (2001) 167-174
12. Bryson R.W., Aderman M., Sampiere J.M., Rockmore L., and Matsuda T. Intensive care nurse: Job tension and satisfaction as a function of experience level. Critical Care Medicine 13 9 (1985) 767-769
13. Chandler A.P. The visible hand (1977), Harvard University Press, Cambridge, MA
14. Coeling H.V.E., and Wilcox J.R. Understanding organizational culture: A key to management decision-making. Journal of Nursing Administration 18 11 (1988) 16-24
15. Collins J.C., and Porras J.I. Built to last (1997), HarperBusiness, New York
16. Conner D. Corporate culture: Healthcare's change master. Healthcare Executive 5 (1990) 28-29
17. Davies H.T.O., Nutley S.M., and Mannion R. Organizational culture and quality of health care. Quality in Health Care 9 (2000) 111-119
18. Deal T.E., and Kennedy A.A. Corporate culture: Rites and rituals of corporate life (1982), Perseus Publishing, Cambridge, MA
19. Denison D.R., and Spreitzer G.M. Organizational culture and organizational development: A competing values approach. Research in Organizational Change and Development 5 (1991) 1-21
20. Dyer Jr. W.G. Culture change in family firms (1986), Jossey-Bass Publishers, San Francisco, CA
21. Engstrom P. Cultural differences can fray the knot after MDs, hospitals exchange vows. Medical Network Strategy Report 4 (1995) 1-5
22. Fottler M.D., Ford R.C., and Heaton C. Achieving service excellence: Strategies for health care (2002), Health Administration Press, Chicago
23. Freiberg K., Freiberg J., and Peters T. Nuts!; Southwest airlines' crazy recipe for business and personal success (1996), Broadway Books, New York, NY
24. Gentry W.D., and Parkes K.R. Psychologic stress in the intensive care unit and non-intensive unit nursing: A review of the past decade. Heart & Lung 11 1 (1982) 43-47
25. Gerowitz M., Lemieux-Charles L., Heginbothan C., and Johnson B. Top management culture and performance in Canadian, UK and US hospitals. Health Services Management Research 6 3 (1996) 69-78
26. Gronroos C. Service management and marketing (1990), Lexington Books, Lexington, MA
27. Gutek B.A., Groth M., and Cherry B. Achieving service success through relationships and enhanced encounters. Academy of Management Executive 16 4 (2002) 132-144
28. Heskett J.L., Sasser W.E., and Schlesinger L.A. The service profit chain (1997), Free Press, NY
29. Hood J.N., and Koberg C.S. Accounting firm cultures and creativity among accountants. Accounting Horizons 5 3 (1991) 12-19
30. Hoppock R. Job satisfaction (1935), Harper and Row, New York
31. Ivancevich J., and Lyon H.L. Organizational climate, job satisfaction, role clarity and selected emotional reactor variables in a hospital milieu (1972), Office of Business Development, University of Kentucky, Lexington, KT
32. Janssen P.P.M., de Jonge J., and Bakker A.B. Specific determinants if intrinsic work motivation, burnout and turnover intentions: A study among nurses. Journal of Advanced Nursing 29 6 (1999) 1360-1369
33. Jha A.K., Perlin J.B., Kizer K.W., and Dudley R.A. Effect of the transformation of the veterans affairs health care system and the quality of care. New England Journal of Medicine 348 2 (2003) 2218-2227
34. Jones K.R., DeBaca V., and Yarbrough M. Organizational culture assessment before and after implementing patient-focused care. Nursing Economics 15 (1997) 73-80
35. Kotler P. Marketing management: Analysis, planning, implementation and control. 8th ed. (1994), Prentice Hall, Englewood Cliffs, NJ
36. Kotter J.P., and Heskett J.L. Corporate culture and performance (1992), The Free Press, New York
37. Legett S.G., and Dwyer J.W. Improving hospital performance: Culture change is not the answer. Health Care Quarterly 8 2 (2005) 60-66
38. Lyons T.F. Role clarity, need for clarity, satisfaction, tension, and withdrawal. Organization Behavior and Human Performance 6 (1971) 99-110
39. Mackenzie S. Surveying the organizational culture in a NHS trust. Journal of Management in Medicine 9 6 (1995) 69-77
40. McCallum, K. L. (2001). All the good doctors always leave. Medical Economics, 78(9), 55-56, 58, 61
41. McMurray A. The relationship between organizational climate and organizational culture. Journal of the American Academy of Business 3 1/2 (2003) 1-8
42. McNichols C.W., Stahl M.J., and Manley T.R. A valuation of Hoppock's job satisfaction measure. Academy of Management Journal 21 (1978) 737-742
43. Mintzberg H. The manager's job: Folklore and fact. Harvard Business Review 53 (1975) 100-110
44. Pfeffer J., and Veiga J.F. Putting people first for organizational success. Academy of Management Executive 13 2 (1999) 37-48
45. Porter, L. W., Crampon, W. J., & Smith, F. J. (1972). Organizational commitment and managerial turnover: A longitudinal study. Scientific Technical Report #13, Irvine, CA: University of California at Irvine.
46. Porter L.W., Steers R.M., Mowday R.T., and Boulian B.V. Organizational commitment, job satisfaction and turnover among psychiatric technicians. Journal of Applied Psychology 59 (1974) 603-609
47. Powell T. Organizational alignment as competitive advantage. Strategic Management Journal 13 2 (1992) 119-135
48. Pugh S.D., Dietz J., Wiley J.W., and Brooks S.M. Driving service effectiveness through employee customer linkages. Academy of Management Executive 16 4 (2002) 73-84
49. Rentsch J.R. Climate and culture: Interactions and qualitative differences in organizational meanings. Journal of Applied Psychology 75 (1990) 668-681
50. Rust R., and Zahorik A. Customer satisfaction, customer retention, and market share. Journal of Retailing 69 1 (1993) 193-215
51. Scanlon D.P., Swaminathan S., Chernew M., Bost J.E., and Shevock J. Competition and health plan performance: Evidence from health maintenance organization insurance markets. Medical Care 43 4 (2005) 338-346
52. Schein E.H. Organizational culture and leadership (1985), Jossey-Bass Publishers, San Francisco, CA
53. Schein E.H. What is culture?. In: Frost P., Moore L., Louis M., Lundberg C., and Martin J. (Eds). Reframing organizational culture (1991), Sage, Newbury Park, CA 14-25
54. Schein E.H. Sense and nonsense about culture and climate. In: Ashkanasy N.M., Wilderom C.P.M., and Peterson M.F. (Eds). Handbook of organizational culture and climate (2000), Sage, Thousand Oaks, CA
55. Schneider B., White S.S., and Paul M.C. Linking service climate and customer perceptions of service quality: Test of a causal model. Journal of Applied Psychology 83 2 (1998) 150-163
56. Shortell S.M. High-performing healthcare organizations: Guidelines for the pursuit of excellence. Hospital and Health Services Administration 30 4 (1985) 7-35
57. Shortell S.M. The evolution of hospital systems: Unfulfilled promises and self-fulfilling prophecies. Medical Care Review 45 Fall (1988) 745-772
58. Shortell S.M., Bennett C.L., and Byck G.R. Assessing the impact of continuous quality improvement on clinical practice: What it will take to accelerate progress. Milbank Quarterly 76 4 (1998) 593-624
59. Shortell S.M., Jones R.H., Rademaker A.W., Gillies R.R., Dranove D.S., Hughes E.F.X., Budetti P.P., Reynolds K.S.E., and Huanf C. Assessing the impact of total quality management and organizational culture on multiple outcomes of care for coronary artery bypass graft surgery patients. Medical Care 38 2 (2000) 207-217
60. Shortell S.M., O'Brien J.L., Carman J.M., Foster R.W., Hughes E.F.X., Boerstler H., and O'Connor E.J. Assessing the impact of continuous quality improvement/total quality management: Concept versus implementation. Health Services Research 30 2 (1995) 377-401
61. Shortell S.M., Waters T., Budetti P., and Clarke K. Physicians as double agents: Maintaining trust in an era of multiple accountabilities. JAMA 23 (1998) 1102-1108
62. Shortell S.M., Zazzali J.L., Burns L.R., Alexander J.A., Gillies R.R., Budetti P.P., Waters T.M., and Zuckerman H.S. Implementing evidence-based medicine: The role of market pressures, compensation incentives, and culture in physician organization. Medical Care 39 7, Supplement (2001) I62-I78
63. Smircich L. Concepts of culture and organizational analysis. Administrative Science Quarterly 28 (1983) 339-358
64. Smith H.L. Quality of working life in an HMO: Comparison of medical and ancillary personnel. Journal of Ambulatory Care Management 3 (1980) 37-47
65. Smith H.L., and Wint Mitry N.W. Quality of working life for allied health professionals in an HMO. Journal of Allied Health 14 (1985) 305-316
66. Smith R. Culture is the outcome of how people interact. Health Care Quarterly 8 2 (2005) 67
67. Thomas C., Ward M., Chorba C., and Kumiega A. Measuring and interpreting organizational culture. Journal of Nursing Administration 20 6 (1990) 17-24
68. Waldman J.D., and Arora S. Measuring retention rather than turnover - a different and complementary calculus. Human Resource Planning 27 3 (2004) 6-9
69. Waldman J.D., Kelly F., Arora S., and Smith H.L. The shocking cost of turnover in healthcare. Health Care Management Review 29 1 (2004) 2-7
70. Waldman J.D., Smith H.L., and Hood J.N. Corporate culture - the missing piece in the healthcare puzzle. Hospital Topics 81 1 (2003) 5-14
71. Waldman J.D., Young T.S., Pappelbaum S.J., Turner S.W., Kirkpatrick S.E., and George L. Pediatric cardiac catheterization with 'same-day' discharge. American Journal of Cardiology 50 (1982) 800-804
72. Wright P.M., and Snell S.A. Toward a unifying framework for exploring fit and flexibility in strategic human resource management. Academy of Management Review 23 4 (1998) 756-772
73. Zeithaml V.A., and Bittner M.J. Services marketing: Integrating customer focus across the firm. 3rd ed. (2003), McGraw-Hill, Boston