Links among high-performance work environment, service quality, and customer satisfaction: An extension to the healthcare sector

Journal of Healthcare Management

Volumn 52, Issue 2, 2007, Pages 109-124

  Scotti, Dennis J ^a   Harmon, Joel ^a   Behson, Scott J ^a  

^a FAIRLEIGH DICKINSON UNIVERSITY   (United States)

Author keywords

[No Author keywords available]

Indexed keywords

ARTICLE; HEALTH CARE INDUSTRY; HEALTH CARE MANAGEMENT; HEALTH CARE QUALITY; HEALTH SERVICE; PATIENT SATISFACTION; WORK ENVIRONMENT; INFORMATION PROCESSING; NONBIOLOGICAL MODEL; ORGANIZATION AND MANAGEMENT; PUBLIC HOSPITAL; UNITED STATES;

DATA COLLECTION; EFFICIENCY, ORGANIZATIONAL; HOSPITALS, VETERANS; MODELS, ORGANIZATIONAL; PATIENT SATISFACTION; QUALITY OF HEALTH CARE; UNITED STATES;

EID: 34248543650     PISSN: 10969012     EISSN: None     Source Type: Journal    
DOI: 10.1097/00115514-200703000-00008     Document Type: Article

References (38)

1. Anderson, E. W., C. Fornell, and D. Lehmann. 1994. "Customer Satisfaction, Market Share, and Profitability: Findings from Sweden." Journal of Marketing 58 (3): 53-66.
2. Baker, T. L., and S. A. Taylor. 1997. "Patient Satisfaction and Service Quality Formation of Customers' Future Purchase Intentions in Competitive Health Service Settings." Health Marketing Quarterly 15 (1): 1-15.
3. Batt, R. 2002. "Managing Customer Services: Human Resource Practices, Quit Rates, and Sales Growth." Academy of Management Journal 45 (3): 587-97.
4. Bigne, E., M. A. Moliner, and J. Sanchez. 2003. "Perceived Quality and Satisfaction in Multiservice Organizations: The Case of Spanish Public Services." Journal of Services Marketing 17 (4): 420-42.
5. Bowen, D. E., and C. Ostroff. 2004. "Understanding the HRM-Firm Performance Linkages: The Role of the 'Strength' of the HRM System." Academy of Management Review 29 (2): 201-21.
6. Churchill, G. A., and C. Surprenant. 1982. "An Investigation Into the Determinants of Customer Satisfaction." Journal of Marketing Research 19 (4): 491-504.
7. Cronin, J. J., and S. A. Taylor. 1992. "Measuring Service Quality: A Reexamination and Extension." Journal of Marketing 56 (3): 33-55.
8. Crotts, J. C., D. R. Dickson, and R. C. Ford. 2005. "Aligning Organizational Processes with Mission: The Case of Service Excellence." Academy of Management Executive 19 (3): 54-68.
9. Dean, A. M. 2004. "Links Between Organizational and Customer Variables in Service Delivery: Evidence, Contradictions, and Challenges." International Journal of Service Industry Management 15 (4): 332-50.
10. George, W. R. 1990. "Internal Marketing and Organizational Behavior: A Partnership in Developing Customer-Conscious Employees at Every Level." Journal of Business Research 20 (1): 63-70.
11. Gittell, J. H. 2002. "Relationships Between Service Providers and Their Impact on Customers." Journal of Services Research 4 (4): 299-311.
12. Goldstein, S. M. 2003. "Employee Development: An Examination of Service Strategy in a High-Contact Service Environment." Production and Operations Management 12 (2): 186-203.
13. Hallowell, R. 1996. "The Relationship of Customer Satisfaction, Customer Loyalty, and Profitability: An Empirical Study." International Journal of Service Industry Management 7 (4): 27-38.
14. Hallowell, R., L. A. Schlesinger, and J. Zornitsky. 1996. "Internal Service Quality, Customer and Job Satisfaction: Linkages and Implications for Managers." Human Resource Planning 19 (2): 20-31.
15. Harmon, J., D. J. Scotti, S. Behson, G. Farius, R. Petzel, J. Neuman, and L. Keashly. 2003. "Effects of High-Involvement Work Systems on Employee Satisfaction and Services Costs in Veterans Healthcare." Journal of Healthcare Management 48 (6): 393-405.
16. Hennig-Thurau, T. 2004. "Customer Orientation of Service Employees: Its Impact on Customer Satisfaction, Commitment, Retention." International Journal of Service Industry Management 15 (5): 460-78.
17. Kelly, S. W. 1992. "Developing Customer Orientation Among Service Employees." Journal of the Academy of Marketing Science 20 (1): 27-36.
18. Lawler, E. E., S. A. Mohrman, and G. E. Ledford. 1995. Creating High Performance Organizations. San Francisco: Jossey-Bass.
19. Marley, K. A., D. A. Collier, and S. M. Goldstein. 2004. "The Role of Clinical and Process Quality in Achieving Patient Satisfaction in Hospitals." Decision Sciences 35 (3): 349-69.
20. Nadler, D. A., and M. S. Gerstein. 1992. "Designing High-Performance Work Systems: Organizing People, Work, Technology and Information." In Organizational Architecture, edited by D. A. Nadler, M. S. Gerstein, R. B. Shaw, and associates, 110-32. San Francisco: Jossey-Bass.
21. Nagy, M. S. 2002. "Using a Single-Item Approach to Measure Facet of Job Satisfaction." Journal of Occupational and Organizational Psychology 75 (1): 77-86.
22. Nelson, E. C., R. D. Hays, C. Larson, and P. B. Batalden. 1989. "The Patient Judgment System: Reliability and Validity." Quality Review Bulletin 15 (6): 184-91.
23. Newman, K., U. Maylor, and B. Chansarkar. 2001. "The Nurse Retention, Quality of Care and Patient Satisfaction Chain." International Journal of Health Care Quality Assurance 14 (2): 57-68.
24. Pugh, S. D., J. Dietz, J. W. Wiley, and S. M. Brooks. 2002. "Driving Service Effectiveness Through Employee-Customer Linkages." Academy of Management Executive 16 (4): 73-84.
25. Rainey, H. G., and B. Bozeman. 2000. "Comparing Public and Private Organizations: Empirical Research and the Power of the A Priori." Journal of Public Administration Research and Theory 10 (2): 447-70.
26. Reichheld, F. F. 1996. The Loyalty Effect: The Hidden Force Behind Growth, Profits, and Lasting Value. Boston: Harvard Business School Press.
27. Rust, R. T., and R. L. Oliver. 1994. "Service Quality: Insights and Managerial Implications from the Frontier." In Service Quality: New Directions in Theory and Practice, edited by R. Rust and R. Oliver, 1-20. Thousands Oaks, CA: Sage Publications.
28. Rust, R. T., and A. Zahorik. 1993. "Customer Satisfaction, Customer Retention, and Market Share." Journal of Retailing 69 (2): 193-215.
29. Schneider, B., and D. E. Bowen. 1985. "Employee and Customer Perceptions of Service in Banks: Replication and Extension." Journal of Applied Psychology 70 (3): 423-33.
30. _. 1993. "The Service Organization: Human Resources Management is Crucial." Organizational Dynamics 21 (4): 39-52.
31. Schneider, B., J. J. Parkington, and V. M. Buxton. 1980. "Employee and Customer Perceptions of Service in Banks." Administrative Science Quarterly 25 (2): 252-67.
32. Schneider, B., S. S. White, and M. C. Paul. 1998. "Linking Service Climate and Customer Perceptions of Service Quality: Test of a Causal Model." Journal of Applied Psychology 83: (2) 150-63.
33. Schumacker, R. E., and R. G. Lomax. 1996. A Guide to Structural Equations Modeling. Hillsdale, NJ: Lawrence Erlbaum Associates.
34. Scotti, D. J., and R. N. Stinerock. 2003. "Cognitive Predictors of Satisfaction with Hospital Inpatient Service Encounters Among the Elderly: A Matter of Trust." Journal of Hospital Marketing & Public Relations 14 (2): 3-22.
35. Storbacka, K., T. Strandvik, and C. Gronroos. 1994. "Managing Customer Relationships for Profit: The Dynamics of Relationship Quality." International Journal of Service Industry Management 5 (5): 21-38.
36. Wanous, J. P., A. E. Reichers, and M. J. Hurdy. 1997. "Overall Job Satisfaction: How Good Are Single-Item Measures?" Journal of Applied Psychology 82 (2): 247-52.
37. Woo, H. C., W. Lee, C. Kim, S. Lee, and K. S. Choi. 2004. "The Impact of Visit Frequency on the Relationship Between Service Quality and Outpatient Satisfaction: A South Korean Study." Health Services Research 39 (1): 13-34.
38. Yoon, M. H., S. E. Beatty, and J. Suh. 2001. "The Effect of Work Climate on Critical Employee and Customer Outcomes: An Employee-Level Analysis." International Journal of Service Industry Management 12 (5): 500-21.