Relationships between Personal Traits, Emotional Intelligence, Internal Marketing, Service Management, and Customer Orientation in Korean Outpatient Department Nurses

Kim, Bogyun; Lee, Jia

doi:10.1016/j.anr.2015.10.005

Cited by 24 publications

(32 citation statements)

References 15 publications

(21 reference statements)

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“…Hence, the study extends work that has shown the relationship between internal and external marketing (Kim and Lee, 2016). Organizations need to provide devices to focus on internal marketing in order to sustain CO.…”

Section: Discussion Conclusion and Practical Implicationssupporting

confidence: 74%

“…Specifically, leadership has a crucial function since it determines the quality of relationship within the team, thus influencing the quality between employees and clients. Sustaining the quality of relationship within the team (internal clients) improves the quality of relationship with the external clients, thus permitting to increase the quality of health services (Corrigan et al, 2000; Kim and Lee, 2016). …”

Section: Introductionmentioning

confidence: 99%

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Customer Orientation and Leadership in the Health Service Sector: The Role of Workplace Social Support

2017

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Health care is a critical context due to unpredictable situations, demanding clients, workload, and intrinsic organizational complexity. One key to improve the quality of health services is connected to the shift in organization perspective of viewing patients as active consumers rather than passive users. Therefore, higher levels of customer orientation (CO) are expected to improve organizational service effectiveness. According to a cultural perspective to CO, the aim of the study was to explore how different leaders’ behaviors (task-oriented and relationship-oriented) interact with CO of health organizations. Specifically, the aim of the paper was to contribute to this topic, by considering the leaders’ point of view. Since leader’s experience of CO is influenced by social processes in the work environment, workplace social support (WSS) was inserted as moderator in the relationship between leader behavior and CO. A survey study was conducted among 57 Health Department directors belonging to the National Health Service in the North of Italy in 2016. Findings showed that WSS moderated the influence of leadership concern for relationship on CO. Practical implications of the study are discussed.

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Section: Discussion Conclusion and Practical Implicationssupporting

confidence: 74%

Section: Introductionmentioning

confidence: 99%

Customer Orientation and Leadership in the Health Service Sector: The Role of Workplace Social Support

2017

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“…Further, the literature suggested that salesperson's empathy and affective reactions could establish a deeper engagement with customer. Other scholars have subsequently confirmed these findings, with Kim & Lee (2015) suggesting that EI as an individual characteristic was the second strongest factor associated with customer orientation. And customer orientation most strongly correlated with personal traits with emotional intelligence, age and clinical experience.…”

Section: ⅱ Literature Review and Hypothesis Developmentsupporting

confidence: 64%

The Effects of Emotional Intelligence on Job Satisfaction and Customer Orientation of Hotel Employees: Moderating Effect of Value Sharing

Lim¹

2017

Glob Bus Financ Rev

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A B S T R A C TThe purpose of this study is to examine the relationship between emotional intelligence (EI), job satisfaction, and customer orientation on hotel employees. Moreover, this study was designed to test the moderating effect of employees' value sharing to provide practical resources for a hotel. In this study, 4 hypotheses based on literature reviews were introduced. A sample of 300 hotel employees was surveyed and a total of 241 usable questionnaires were analyzed. Then the data was analyzed utilized multiple regression analysis through the use of the SPSS program. The results are as follows: First, EI had partial effects on job satisfaction. Second, EI was a significantly positive effect on employees' customer orientation. Third, employees' job satisfaction had a significantly positive effect on customer orientation. Lastly, employees' value sharing had partial moderating effects between EI and customer orientation. The results of this study may contribute to the better understanding of EI with value sharing of employees to increasing the customer orientation in the hotel.

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“…En el estudio de Aliasghar Nadi, empleando el SERVQUAL, se encontró una brecha estadísticamente significativa entre todas sus dimensiones, resaltando la alta expectativa hacia la atención por parte del personal de salud (médico), pero que en la percepción fue muy baja el nivel de satisfacción (Nadi, y otros, 2016). Un estudio realizado en Korea del Sur demuestra que las habilidades de comunicación del personal de salud están asociadas con la satisfacción y percepción de los pacientes (Kim & Lee, 2016). Todos los estudios revisados demuestran que la habilidad de comunicación y explicación del personal médico influye en el mejor nivel de satisfacción de los pacientes.…”

Section: Discussionunclassified

Factores relacionados al nivel de satisfacción de los usuarios en la consulta externa en el Hospital II red asistencial Huánuco ESSALUD, 2017

Mata¹,

Berríos²

2018

riv

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El objetivo fue determinar la relación entre el tiempo de espera para una cita, el tiempo de permanencia hospitalaria, la orientación por el personal no médico y la explicación del personal médico con el nivel de satisfacción de los usuarios en la consulta externa en el Hospital II Red Asistencial Huánuco EsSalud, 2017. Los materiales y métodos de estudio de casos y controles, los casos fueron los de mejor nivel de satisfacción y los Controles los de bajo nivel. Para el cálculo del tamaño de muestra se empleó una proporción en expuesto 0,80 y proporción en no expuesto 0,60, error tipo I (0,05) y error tipo II (0,20). Muestreo por conveniencia. El nivel de satisfacción fue evaluado con SERVQUAL. Se utilizó una ficha de recolección de información, con personal capacitado, que no pertenece a la institución. Se contó con la aprobación de los comités de investigación y ética del Hospital II. Se realizó el análisis estadístico descriptivo (proporciones, medias, tablas, gráficos) e inferencial (bivariado y multivariado). En los resultados se recolectaron 310 participantes, los Casos fueron 128 participantes y los Controles fueron 182. En el análisis inferencial bivariado se encontró asociación significativa con Edad (p=0,024), Tiempo de espera para una cita hospitalaria (p=0,002), Servicios (p=0,016), Recibe explicación del médico (p=0,000), Entiende la explicación del médico (p=0,000). En el análisis multivariado se encontró asociación ajustada a las otras variables con Servicio (p=0,047; OR=0,55 [IC95% 0,30-0,99]), Recibe explicación del médico (p=0,001; OR=3,62 [IC95% 1,74-7,54]), Entiende la explicación del médico (p=0,000; OR=5,73 [IC95% 3,02-10,86]). Concluimos en que el factor asociado en forma independiente al nivel de satisfacción en los usuarios de la consulta externa fue el Servicio donde se atendió, Recibir explicación del médico y Entender la explicación del médico.

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Relationships between Personal Traits, Emotional Intelligence, Internal Marketing, Service Management, and Customer Orientation in Korean Outpatient Department Nurses

Abstract: Hospital administrators should support OPD nurses to cultivate sincere and sociable personal traits and emotional intelligence, and to consider employees as internal customers to improve patient-oriented services and satisfaction.

Cited by 24 publications

References 15 publications

Customer Orientation and Leadership in the Health Service Sector: The Role of Workplace Social Support

Customer Orientation and Leadership in the Health Service Sector: The Role of Workplace Social Support

The Effects of Emotional Intelligence on Job Satisfaction and Customer Orientation of Hotel Employees: Moderating Effect of Value Sharing

Factores relacionados al nivel de satisfacción de los usuarios en la consulta externa en el Hospital II red asistencial Huánuco ESSALUD, 2017

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