A conceptual model of nurses' goal orientation, service behavior, and service performance.
Based on the conceptual framework known as the "service triangle," the authors constructed a model of nurses' goal orientation, service behavior, and service performance to investigate the antecedents and consequences of the medical service behavior provided by nurses. This cross-sectional study collected data from 127 nurses in six hospitals using a mail-in questionnaire. Analysis of the model revealed that the customer-oriented behavior of nurses had a positive influence on organizational citizenship behavior; and both of these behaviors had a significant positive influence on service performance. The results also indicate that a higher learning goal orientation among nurses was associated with the performance of both observable customer-oriented behavior and organizational-citizenship behavior.
Chien
Chun-Cheng
CC
Department of Business Administration, Southern Taiwan University, Tainan, Taiwan.
Chou
Hsin-Kai
HK
Hung
Shuo-Tsung
ST