The impact of high-performance work systems in the health-care industry: employee reactions, service quality, customer satisfaction, and customer loyalty

Published on Jan 1, 2012in Service Industries Journal
· DOI :10.1080/02642069.2010.545397
Sang M. Lee59
Estimated H-index: 59
(NU: University of Nebraska–Lincoln),
DonHee Lee13
Estimated H-index: 13
(NU: University of Nebraska–Lincoln),
Chang-Yuil Kang2
Estimated H-index: 2
The purpose of this study is to empirically test the effects of high-performance work systems (HPWS) on employee attitude, service quality, customer satisfaction, and customer loyalty in health-care organisations. The proposed research model was tested using structural equation modelling for hypotheses, based on data collected from 196 pairs of employee--customer respondents in four selected hospitals with more than 500 beds. The results indicate that hospitals can improve customer satisfaction and loyalty through efficient operations, employee engagement, and service quality. One of the key findings of our study is that HPWS in health-care organisations influence employee reaction and service quality.
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