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Antecedents and outcomes of service recovery perfomance in private healthcare: An empirical investigation

Antecedentes y resultados del desempeÑo en los servicios de atención al paciente en la sanidad privada: Una investigación empírica

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Abstract

In this study, frontline employees from a sample of New Zealand private sector hospitals completed a self-administered questionnaire on organizational variables affecting their service recovery efforts, their job satisfaction and intentions to resign. The results identify significant relationships between perceived managerial attitudes, work environment perceptions, service recovery performance and outcomes variables. The research advances understanding of frontline service recovery performance in a private healthcare setting and the findings indicate that healthcare managers can take actions on a number of fronts to assist progress toward the achievement of frontline service recovery excellence.

Resumen

En el presente estudio empleados al público de una muestra de hospitales privados en Nueva Zelanda completaron un cuestionario autoadministrado relativo a las variables organizativas que influian sobre su esfuerzo en el servicio de atención al paciente, su satisfactión en el trabajo y sus intenciones de renuncia. Los resultados obtenidos muestran relaciones significativas entre las actitudes percibidas del equipo directivo, las percepciones del ambiente de trabajo, el desempeño en el servicio de atenciñn al paciente y las variables de resultados. La investigatión realizada profundiza en el conocimiento del desempeóo de cara al público del servicio de atenciún al paciente en el marco de la sanidad privada, y los resultados indican que los gerentes sanitarios deben llevar a cabo acciones en diversos frentes a fin de progresar en el objetivo de lograr la excelencia en la atención al póblico en este tipo de servicios.

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Authors and Affiliations

  1. School of Marketing and International Business, Victoria University of Wellington, Rutheford House, Bunny Street, P.O. Box 600, Wellington, New Zealand

    Nicholas J. Ashill

  2. School of Marketing and International Business, Victoria University of Wellington, Rutheford House, Bunny Street, P.O. Box 600, Wellington, New Zealand

    Jayne Krisjanous

  3. School of Marketing and International Business, Victoria University of Wellington, Rutheford House, Bunny Street, P.O. Box 600, Wellington, New Zealand

    Janet Carruthers

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Ashill, N.J., Krisjanous, J. & Carruthers, J. Antecedents and outcomes of service recovery perfomance in private healthcare: An empirical investigation. Int Rev Public Nonprofit Marketing 1, 57–74 (2004). https://doi.org/10.1007/BF02896626

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