Supervisors matter more than you think: components of a mission-centered organizational climate.
A study was conducted in a medical center among a diverse sample of employees to examine whether components of organizational climate related to workers' knowledge of the organization's mission and mission-centered values. Findings supported a mediated relationship between supervisor behaviors, mission knowledge, and customer service orientation (the organization's key mission value). Employee perceptions of coworker and organizational support and knowledge of their own performance expectations also related positively to customer service orientation. Results suggest that supervisors are in an ideal position to disseminate a mission-centered climate. Practical applications of these findings for management wishing to develop mission-centered climates in health care organizations are discussed.
Tulane University School of Public Health and Tropical Medicine, New Orleans, LA 70112.
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Butcher
D000046:Academic Medical Centers / Q000458:organization & administration*; D000328:Adult; D001291:Attitude of Health Personnel; D003142:Communication; D003258:Consumer Behavior; D005260:Female; D006740:Hospital Administrators / Q000592:standards*; D006801:Humans; D008297:Male; D008875:Middle Aged; D015279:Organizational Culture; D009937:Organizational Objectives; D011590:Psychology, Industrial / Q000592:standards*; D012944:Social Support; D011795:Surveys and Questionnaires; D014481:United States