title: A conceptual model of nurses' goal orientation, service behavior, and service performance.
abstract: 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.
authors.affiliation: Department of Business Administration, Southern Taiwan University, Tainan, Taiwan.
authors.forename: Chun-Cheng
authors.initials: CC
authors.lastname: Chien
authors.forename: Hsin-Kai
authors.initials: HK
authors.lastname: Chou
authors.forename: Shuo-Tsung
authors.initials: ST
authors.lastname: Hung