2015
DOI: 10.1177/0899764015596434
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Strategic Human Resource Management of Volunteers and the Link to Hospital Patient Satisfaction

Abstract: This article uses strategic human resource management theory to consider the ways in which volunteers can potentially enhance hospital patient satisfaction. Results of a structural equation modeling analysis of multi-source data on 107 U.S. hospitals show positive associations between hospital strategy, volunteer management practices, volunteer workforce attributes, and patient satisfaction. Although no causality can be assumed, the results shed light on the volunteer-patient satisfaction relationship and have… Show more

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Cited by 17 publications
(12 citation statements)
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“…Benefits of the involvement of volunteers in hospitals generally has been acknowledged to improve patient satisfaction (Candy, France, Low, & Sampson, 2015; Rogers, Jiang, Rogers, & Intindola, 2016). The benefits specifically for patients with cognitive impairment/dementia identified in our review included a significant increase in the use of analgesia, decreased length of hospital stay and a non-significant decrease in the use of antipsychotic medication (Bateman et al., 2016).…”
Section: Discussionmentioning
confidence: 99%
“…Benefits of the involvement of volunteers in hospitals generally has been acknowledged to improve patient satisfaction (Candy, France, Low, & Sampson, 2015; Rogers, Jiang, Rogers, & Intindola, 2016). The benefits specifically for patients with cognitive impairment/dementia identified in our review included a significant increase in the use of analgesia, decreased length of hospital stay and a non-significant decrease in the use of antipsychotic medication (Bateman et al., 2016).…”
Section: Discussionmentioning
confidence: 99%
“…Scholars have increasingly investigated the applicability and transferability of HR management practices to the volunteer context. Their findings indicate that certain HR practices can impact volunteer attitudes and behaviors, and therefore, improve volunteering outcomes, such as retention rates (Saksida, Alfes, & Shantz, 2017), as well as organizational outcomes, such as client satisfaction ratings (Rogers, Jiang, Rogers, & Intindola, 2016). Even though efforts have been made to develop a theoretical understanding of the potential for HR practices to impact volunteer retention, this research area remains underdeveloped (Alfes, Antunes, & Shantz, 2016) leading Bartram, Cavanagh, and Hoye (2017) to note that there is an "absence of research on the impact of HRM within volunteer and grassroots community organizations" (p. 1907-1908).…”
Section: Background and Significancementioning
confidence: 99%
“…Ability-enhancing HR practices include recruitment, selection, training, and development; they enable non-profit organizations to ensure that volunteers have the requisite knowledge, skills and abilities to support the organization's mission in line with its values and culture (Rogers, Jiang, Rogers, & Intindola, 2016).…”
Section: Ability-enhancing Hr Practicesmentioning
confidence: 99%