Congruence in the assessment of service quality between employees and customers: A study of a public health care delivery system

Journal of Business Research

Volumn 62, Issue 11, 2009, Pages 1127-1135

  Young, Gary J ^a   Meterko, Mark M ^b   Mohr, David ^a   Shwartz, Michael ^c   Lin, Hai ^b  

^a BOSTON UNIVERSITY SCHOOL OF PUBLIC HEALTH   (United States)

^b VA BOSTON HEALTHCARE SYSTEM   (United States)

^c BOSTON UNIVERSITY   (United States)

Author keywords

Bayesian statistics; Congruence research; Customer satisfaction; Quality management; Social information processing theory; Veterans Health Administration

Indexed keywords

EID: 69749094018     PISSN: 01482963     EISSN: None     Source Type: Journal    
DOI: 10.1016/j.jbusres.2008.08.004     Document Type: Article

References (57)

1. Abbot A. The system of professions: an essay on the division of expert labor (1988), University of Chicago Press
2. Ashforth B.E., and Mael F. Social identity theory and the organization. Acad Manage rev 14 (1989) 20-39
3. BusinessWeek. The corner office: when the boss goes to work in the call center (2007) October 22
4. Argris C., and Schon D.A. Organizational learning II: theory, method, and practice (1996), Addison-Wesley Publishing Company, Reading Massachusetts
5. Berry L.L., and Parasuraman A. Listening to the customer - the concept of a service-quality information system. Sloan Manage Rev (1997) 65-76
6. Berry L.L., Parasuraman A., and Zeithamal V.A. The service-quality puzzle. Bus Horiz (1988) 35-43 [September-October]
7. Blau G.J., and Katerberg R. Toward enhancing research with the social information processing approach to job design. Acad Manage Rev 7 (1982) 543-550
8. In: Brock D., Powell M., and Hinings C.R. (Eds). Restructuring the professional organization. Accounting, health care and law (1990), Routledge, London
9. Bucher R., and Stelling J. Characteristics of professional organizations. J Health Soc Behav 10 (1969) 3-16 r
10. Cascio W.F. The high cost of employee turnover. Costing human resources: the financial impact of behavior in organizations (1991), South-Western Educational Publishing 23-58
11. Cohen S.G., and Ledford G.E. The effectiveness of self-managing teams: a quasi-experiment. Hum Relat 47 (1994) 13-43
12. DiMaggio P.J., and Powell W.W. The iron cage revisited: institutional isomorphism and collective rationality in organizational fields. Am Sociol Rev 48 (1983) 147-160
13. Dutton J.E., Dukerich J.M., and Harquail C.V. Organizational images and member identification. Adm Sci Q 39 (1994) 239-263
14. Edwards J.R. Alternatives to difference scores as dependent variables in the study of congruence in organizational research. Org Behav Hum Decis Process 64 (1995) 307-324
15. Fahr J., and Dobbins G. Effects of comparative performance information on the accuracy of self-ratings and agreement between self and supervisor ratings. J Appl Psychol 74 (1989) 606-610
16. Festinger L. A theory of social comparison processes. Hum Relat 7 (1954) 117-140
17. Freidson E. Professional dominance (1970), Atherton Press, New York
18. Gelman A., Carlin J.P., Stern H.S., and Rubin D.B. Bayesian data analysis. 2nd ed. (2002), Chapman & Hall/LRC, Boca Raton, FL
19. Gulati R., and Oldroyd J.B. The quest for customer focus (2005), Harvard Business Review 92-105 [April]
20. Griffeth R., Hom P.W., and Gaertner S. A meta-analysis of antecedents and correlates of employee turnover: update, moderator tests, and research implications for the next millennium. J Manage 26 (2000) 463-488
21. Hambrick D.C., and Mason P.A. Upper echelons: the organization as a reflection of its top managers. Acad Manage Rev 9 (1984) 193-206
22. Harris M.M., and Schaubroeck J.A. Meta-analysis of self-supervisor, self-peer ratings. Pers Psychol 41 (1988) 43-62
23. Harter J.K., Schmidt F.L., and Hayes T.L. Business-unit level relationship between employee satisfaction, employee engagement, and business outcomes: a meta-analysis. J Appl Psychol 87 (2002) 268-279
24. Mabe P.A., and West S.G. Validity of self-evaluation of ability: a review and meta-analysis. J Appl Psychol 67 (1982) 280-296
25. Meterko M., Mohr D., and Young G.J. Teamwork culture and patient satisfaction in hospitals. Med Care 42 (2004) 492-502
26. Nilsen D., and Campbell D.P. Self-observer rating discrepancies: once an overrater, always an overrater?. Hum Resour Manage 32 (1993) 265-281
27. Parasuraman A., Zeithaml V.A., and Berry L.L. A conceptual model of service quality and its implications for future research. J Mark 49 (1985) 41-50
28. Parasuraman A., Zeithaml V.A., and Berry L.L. SERVQUAL: a multiple-item scale for measuring consumer perceptions of service quality. J Retail 64 (1988) 12-40
29. Parasuraman A., and Zeithaml V.A. Understanding and improving service quality: a literature review and research agenda. In: Weitz B. (Ed). Handbook of marketing (2002), Sage Publishing 339-366
30. Parasuraman A., Berry L.L., and Zeithaml V.A. Perceived service quality as a customer-based performance measure: an empirical examination of organizational barriers using an extended service quality model. Hum Resour Manage 30 (1991) 335-364
31. Parasuraman A., Berry L.L., and Zeithaml V.A. Refinement and reassessment of the SERVQUAL scale. J Retail 67 (1991) 420-450
32. Pollock T.G., Whitbred R.C., and Contractor N. Social information processing and job characteristics: a simultaneous test of two theories with implications for job satisfaction. Human Commun Res 26 (2000) 293-330
33. Pratt M.G., Rockmann K.W., and Kaufmann J.B. Constructing professional identity: the role of work and identity learning cycles in the customization of identity among medical residents. Acad Manage J 49 (2006) 235-262
34. Redfern S., and Norman I. Quality of nursing care perceived by patients and their nurses: an application of the critical incident technique part 2. J Clin Nurs 8 (1999) 414-421
35. Riccio P.A. Quality evaluation of home nursing care: perceptions of patients, physicians, and nurses. Nurs Adm Q 24 (2000) 45-52
36. Rice R.E., and Aydin C. Attitudes toward new organizational technology: network proximity as a mechanism for social information processing. Adm Sci Q 36 (1991) 219-244
37. Salancik G.R., and Pfeffer J. A social information processing approach to job attitudes and task design. Adm Sci Q 3 (1978) 224-253 2
38. Schmitt M.J., and Allscheid S.P. Employee attitudes and customer satisfaction: making theoretical and empirical connections. Pers Psychol 48 (1995) 521-536
39. Schneider B., and Bowen D.E. Employee and customer perceptions of service in banks: replication and extension. J Appl Psychol 70 3 (1985) 423-433
40. Schneider B., and Bowen D.E. Winning the service game (1995), Harvard Business School Press 199-259
41. Schneider B., Parkington J.J., and Buxton V.M. Employee and customer perceptions of service in banks. Adm Sci Q 25 (1980) 252-266
42. Shamir B., and Kark R. A single-item graphic scale for the measurement of organizational identification. J Occup Organ Psychol 77 (2004) 115-123
43. Smidts P., Pruyn A.H., and Van Riel C.B. The impact of employee communication and perceived external prestige on organizational identification. Acad Manage J 49 (2001) 1051-1062
44. Snipes R.L., Oswald S.L., LaTour M., and Armenakis A.A. The effects of specific job satisfaction facets on customer perceptions of service quality: an employee-level analysis. J Bus Res 58 10 (2005) 1330-1339
45. Susskind A.M., Kacmar K.M., and Borchgrenvink C.P. Customer service providers' attitudes relating to customer service and customer satisfaction in customer-service exchange. J Appl Psychol 88 (2003) 179-187
46. Tett R.P., and Meyer J.P. Job satisfaction, organizational commitment, turnover intention and turnover: path analyses based on meta-analytic findings. Personnel Psychology 46 (1993) 259-293
47. Thomas J., and Griffin R. The social information processing model of task design: a review of the literature. Acad Manage Rev 8 (1983) 672-682
48. Van Dolen W., De Ruyter K., and Lemmink J. An empirical assessment of the influence of customer emotions and contact employee performance on encounter and relationship satisfaction. J Bus Res 57 4 (2004) 437-444
49. Wallace J.E. Organizational and professional commitment in professional and nonprofessional organizations. Adm Sci Q 40 (1995) 228-255
50. Wexley K.N., and Nemeroff W. Effectiveness of positive reinforcement and goal setting as methods of management development. J Appl Psychol 64 (1975) 239-246
51. Williams S.A. Quality and care: patients' perceptions. J Nurs Care Q 12 (1998) 18-25
52. WinBUGS 2005; (Software and documentation available at http://www.mrc- bsu.cam.ac.uk/bugs/.)
53. Yammarino F.J., and Atwater L.E. Understanding self-perception accuracy: implications for human resource management. Hum Res Manage 32 (1993) 231-248
54. Young G.J., Charns M.P., and Shortell S.M. Top manager and network effects on the adoption of innovative management practices: a study of TQM in a public hospital system. Strateg Manage J 22 (2001) 935-951
55. Young G.J. Managing organizational transformations: the case of the Veterans Health Administration. Calif Manage Rev 43 (2000) 66-82
56. Young G.J., Meterko M., and Desai K. Patient satisfaction with hospital care: effects of demographic and institutional characteristics. Med Care 38 (2000) 325-334
57. Young W.B., Minnick A.F., and Marcantonio R. How wide is the gap in defining quality care? Comparison of patient and nurse perceptions of important aspects of patient care. J Nurs 26 (1996) 15-20