The impact of high-performance work systems in the health-care industry: employee reactions, service quality, customer satisfaction, and customer loyalty
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
Journal
Volume
32
Issue
1
Pages
17 - 36
Citation AnalysisPro
You’ll need to upgrade your plan to Pro
Looking to understand the true influence of a researcher’s work across journals & affiliations?
- Scinapse’s Top 10 Citation Journals & Affiliations graph reveals the quality and authenticity of citations received by a paper.
- Discover whether citations have been inflated due to self-citations, or if citations include institutional bias.
Notes
History