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KMID : 0926620110160020053
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Korean Journal of Hospital Management
2011 Volume.16 No. 2 p.53 ~ p.77
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A Study about the Effects of Strategic Human Resource Management Practices on Organizational Citizenship Behavior and Customer Orientation - Focused on the Mediating Effect of Perceived Organizational Support -
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Rhee Jae-Hoon
Seo Dae-Seog
Kang Young-Myeong
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Abstract
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This study is focused on analyzing whether strategic human resource management practices influence organizational effectiveness such as organizational citizenship behavior and customer orientation. In addition, it also aims to analyze the mediating effect of perceived organizational support between strategic human resource management practices and organizational citizenship behavior and customer orientation. The samples are from five Veterans Hospital and of 344 questionnaires collected, 311 were used in the final analysis. SPSS(18.0) and AMOS(16.0) were employed to describe data and test hypotheses. The findings are as follows: First of all, it is found that education and training and hiring management have positive effects on perceived organizational support while only education and training has a positive effect on organizational citizenship behavior. Secondly, results reveal that career management and hiring management influences customer orientation while only perceived organizational support does organizational citizenship behavior and customer orientation affects organizational citizenship behavior. Thirdly, it is also found that perceived organizational support mediates the relationship between career management and organizational citizenship behavior and that between hiring management and organizational citizenship behavior. In other words, perceived organizational support is a full mediator between career management and organizational citizenship behavior and between hiring management and organizational citizenship behavior because there is no direct effect of career management and hiring management on organizational citizenship. However, results show that any perceived organizational support doesn’t mediate the relationship between all strategic human resource management practices and customer orientation.
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KEYWORD
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Hospital, strategic human resource management, perceived organizational support, organizational citizenship behavior, customer orientation
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