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KMID : 1235020160100020031
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Health Service Management Review
2016 Volume.10 No. 2 p.31 ~ p.43
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An Study of Customer Orientation and Organizational Citizen Behavior of Medical Service Employee Using Psychological Empowerment
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Cho Chul-Ho
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Abstract
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From this study, we intended to examined the causal relationship among psychological empowerment, customer orientation, job satisfaction, and organizational citizenship behavior in nurse organization of silver hospital. Practical implications according to result of this study are as follows. Firstly, empowerment by higher officer raised up job satisfaction, simultaneously and directly or indirectly had effects on customer orientation and organizational citizen behavior in silver hospital. Therefore, it is important that hospital manager should exert for nurse to have service attitude to voluntarily fulfil job including side work as well as job satisfaction by using of empowerment. Secondly, research result indicated that causal relationship of research model could be different according to organizational assistance recognition that nurse was feeling. Therefore, hospital and higher officer should heartily and materially assist them, and it is important for them to be known the assistance feeling from hospital and higher officer though divers communication channel. This research has some limitations such as regional rage, specific time point, and specific sample etc. to be studied in future.
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KEYWORD
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Empowerment, Job Satisfaction, Customer Orientation, Organizational Citizenship Behavior, Organizational Assistance
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