Internal marketing and its moderating effects between service-oriented encounter and patient satisfaction

Hui Ching Weng, Tung Mei Chen, Wei Jing Lee, Ching Sheng Chang, Chia Tzu Lin, Meng Ling Wu

研究成果: Article同行評審

2 引文 斯高帕斯(Scopus)

摘要

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.

原文English
頁(從 - 到)506-517
頁數12
期刊ACTA Paulista de Enfermagem
29
發行號5
DOIs
出版狀態Published - 2016 9月 1

All Science Journal Classification (ASJC) codes

  • 醫療和外科護理
  • 高級和專業護理

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