title: Fulfilment of administrative and professional organisational obligations and nurses' customer-oriented behaviours.
abstract: OBJECTIVE
  The aim of the study was to examine the relationship between the perceived quality of organisational exchange and nurses' customer-oriented behaviours.
  
  
  BACKGROUND
  Hospitals face increasing competitive market conditions. Registered nurses interact closely with patients and therefore play an important front-office role towards patients.
  
  
  METHODS
  A cross-sectional study was conducted. Registered nurses (n = 151) of a Belgian hospital received a questionnaire to assess the fulfilment of administrative and professional organisational obligations and their customer-oriented behaviours.
  
  
  RESULTS
  We found a positive relationship between psychological contract fulfilment and nurses' customer-oriented behaviours. More precisely administrative and professional psychological contract fulfilment relates significantly to nurses' service delivery and external representation. In case of internal influence only administrative psychological contract fulfilment was significantly related.
  
  
  CONCLUSIONS
  Nurses' perceptions of the fulfilment of administrative and professional obligations are important to their customer-oriented behaviours.
  
  
  CONCLUSIONS
  Nurse managers must be aware of the impact of fulfilling both administrative and professional obligations of registered nurses in order to optimise their customer-oriented behaviours.
authors: Department of Public Health, Ghent University, Ghent, Belgium.
authors: Jeroen
authors: J
authors: Trybou
authors: Department of Innovation, Entrepreneurship and Service Management Ghent University, Ghent, Belgium.
authors: Paul
authors: P
authors: Gemmel
mesh_terms: D001291:Attitude of Health Personnel; D001530:Belgium; D003430:Cross-Sectional Studies; D004991:Ethics, Institutional; D005260:Female; D006761:Hospitals / Q000592:standards; D006801:Humans; D008297:Male; D009726:Nurses / Q000523:psychology* / Q000592:standards; D017060:Patient Satisfaction; D018802:Patient-Centered Care; D010465:Perception; D012044:Regression Analysis; D012952:Societies / Q000458:organization & administration / Q000592:standards; D011795:Surveys and Questionnaires; D000078329:Workforce; D016526:Workload / Q000523:psychology / Q000592:standards*
keywords: customer-oriented behaviour; hospital; psychological contract; registered nurse