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

Volume: 32, Issue: 1, Pages: 17 - 36
Published: Jan 1, 2012
Abstract
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...
Paper Details
Title
The impact of high-performance work systems in the health-care industry: employee reactions, service quality, customer satisfaction, and customer loyalty
Published Date
Jan 1, 2012
Volume
32
Issue
1
Pages
17 - 36
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