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KMID : 0904520100280010139
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Health and Medical Sociology
2010 Volume.28 No. 1 p.139 ~ p.170
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Service Delivery Chain of Healthcare Facility Practicing High Performance Work System
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Shin Hak-Gene
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Abstract
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In this study, we examined service delivery chain in hospital setting to verify how HPWS(High-Performance Work System) influences on service perception of three parties, involved in healthcare delivery, such as healthcare staffs, patients, and guardians, more specifically, healthcare staffs’ customer orientation and perceived service quality, also patients and guardians’ perceived service quality, satisfaction and behavioral intention. For the study we investigated a national wide sample of 144 hospitals, 721 healthcare professionals, 1456 patients, and 1455 guardians of the patients. To analyze the responded cases, we fabricated SEM(Structural Equation Modeling) with AMOS and determined the validity of 11 hypotheses. Followed were contributions of this study. First, healthcare staffs and patients were commonly related by service quality, which meant the increase of health care staffs" perceived service quality might lead to increase of patients" perceived service quality. Second, healthcare staffs and guardians of patients were also related by common construct of service quality. Third, some proven hypotheses related to healthcare staffs were 1) the intensity of HPWS influenced on the healthcare staff"s customer orientation; 2) the customer orientation were linked to perceptions of high-quality service; and 3) HPWS were linked to healthcare staffs’ perception of service quality through their perception of customer orientation. Fourth, some proven hypotheses pertinent to patients were 1) the perceived service quality led to service satisfaction of patients; 2) the patients" service satisfaction brought behavioral intention; 3) the perceived service quality of patients were linked to behavioral intentions through their perceptions of service satisfaction. Fifth, some proven hypotheses of guardians were 1) the perceived service quality led to service satisfaction of guardians; 2) the guardians" service satisfaction brought behavioral intention; 3) the perceived service quality of guardians were linked to behavioral intentions through their perceptions of service satisfaction. Theoretically and practically, we recommended HPWS as a strategic way of designing hospital organization to enhance perception of service quality of everyone involved in healthcare service delivery chain.
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KEYWORD
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Healthcare Service Delivery Chain, HPWS(high performance work system), Healthcare Staffs, Patients, Guardians
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