Creating customer-oriented employees: the case in home health care.
Little empirical research has examined the organizational factors that influence the extent to which health care providers engage in customer-oriented behaviors. The authors examine the influence of role ambiguity, role conflict, and job satisfaction on the customer-oriented behaviors of home health care representatives. Managerial implications based on the study findings are discussed.
Hoffman
K D
KD
Cameron School of Business, University of North Carolina, Wilmington.
Ingram
T N
TN
D000488:Allied Health Personnel / Q000523:psychology*; D003159:Community-Institutional Relations; D003258:Consumer Behavior; D005069:Evaluation Studies as Topic; D006699:Home Care Services; D006801:Humans; D007588:Job Satisfaction; D008389:Marketing of Health Services / Q000379:methods; D008960:Models, Psychological; D010559:Personnel Management / Q000379:methods*; D012380:Role; D011795:Surveys and Questionnaires; D014481:United States; D000078329:Workforce