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Effects of healthcare quality management activities and sociotechnical systems on internal customer experience and organizational performance

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Abstract

This study examines the effects of quality management (QM) activities and sociotechnical systems (STS) on internal customer (employee) experience and organizational performance in healthcare organizations. The proposed research model and developed hypotheses were tested using structural equations modeling based on the data collected from 239 employees who had more than three years of work experiences at general hospitals in South Korea. The results of the study indicated that QM activities have positive effects on STS components, which in turn help improve internal customer experience and organizational performance. The study results provide insights to healthcare organizations for sustainable hospital management strategies.

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Acknowledgements

This work was supported by INHA UNIVERSITY Research Grant (INHA-65327).

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Authors and Affiliations

  1. College of Business, University of Nebraska-Lincoln, Lincoln, NE, USA

    Sang M. Lee

  2. College of Business Administration, Inha University, 100 Inharo, Michuhol-gu, Incheon, South Korea

    DonHee Lee

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  1. Sang M. Lee
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Correspondence to DonHee Lee.

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Lee, S.M., Lee, D. Effects of healthcare quality management activities and sociotechnical systems on internal customer experience and organizational performance. Serv Bus 16, 1–28 (2022). https://doi.org/10.1007/s11628-022-00478-9

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