Internal Marketing and Its Moderating Effects between Service-Oriented Encounter and Patient Satisfaction
Acta paul. enferm
; 29(5): 506-517, set.-out. 2016. tab
Artigo
em Inglês
| LILACS, BDENF - Enfermagem
| ID: biblio-837798
Biblioteca responsável:
BR1.1
ABSTRACT
Abstract Objective:
To investigate how the internal marketing perception of nurses could have a significant positive moderating effect on the relationship between service-oriented encounter and patient satisfaction in nursing negligence.Methods:
The subjects were nurses in the surgery units of hospitals at the regional level or higher in Taiwan. A total of 669 questionnaires were distributed and 609 questionnaires were recovered between December 2014 and January 2015, the number of valid questionnaires was 534 for a valid questionnaire recovery rate of 79.8%. Finally, we adopted the SPSS 18.0 analysis software for analysis and processing.Results:
Results indicate that service-oriented encounter has a significant positive influence on patient satisfaction and internal marketing perception among nurses has a significant positive moderating effect on the relationship between service-oriented encounter and patient satisfaction.Conclusions:
This study suggests that hospital managers need to recognize the importance of internal marketing for the more expressions toward service-oriented encounter, and further improve patient satisfaction. This kind of relationship is rarely discussed in the research literature, and it can be applied for human resources management of nursing staff. Hospitals must integrate the goal of patients first into the individual performance evaluation of nursing personnel by providing nursing personnel with information related to the evaluation standards of the organizations to help them understand and determine the job performance or service-oriented behavior expected by the organizations while acknowledging the objectivity and fairness of the performance evaluation system.
Texto completo:
Disponível
Coleções:
Bases de dados internacionais
Contexto em Saúde:
Agenda de Saúde Sustentável para as Américas
Problema de saúde:
Objetivo 3: Recursos humanos em saúde
Base de dados:
BDENF - Enfermagem
/
LILACS
Aspecto:
Preferência do paciente
Idioma:
Inglês
Revista:
Acta paul. enferm
Assunto da revista:
Enfermagem
Ano de publicação:
2016
Tipo de documento:
Artigo
País de afiliação:
Taiwan
Instituição/País de afiliação:
National Cheng Kung University/TW