How the “Warped” Relationships between Nurses’ Emotions, Attitudes, Social Support and Perceived Organizational Conditions Impact Customer Orientation
MetadataShow full item record
Aims: Much research focuses on organizational culture and its impact on customer orientation or emotional states and their impact on job satisfaction and well-being. This study aims to combine the complex roles of nurses' emotion states and job satisfaction in a model that identifies the effects of standards for service delivery (organizational culture), supervisor and co-worker support and the development of customer orientation. Background: A previous study examined the relationships between nurses' personal resources, job satisfaction and customer orientation. This study examines how these variables relate to organizational standards and social support. Design: A cross-sectional survey using a self-completion questionnaire with validated, existing scales to measure standards for service delivery, supervisor and co-worker support, job satisfaction, empathic concern, emotional exhaustion and customer orientation. Method: Nurses (159) completed the questionnaire in 2010. The data were analysed using WarpPLS, a structural equation modelling software package. Results: The results indicate that the final model fits the data well and explains 84% of the variance in customer orientation. The findings show the importance of standard for service delivery (organizational culture), supervisor and co-worker support on customer orientation. Nurses' personal resources interact with these, particularly supervisor and co-worker support, to develop staff job satisfaction and empathy. Conclusion: The need for support mechanisms in stressful times is discussed. We propose that training in compassion and empathy would help leaders to model desirable attributes that contribute towards customer orientation.
Showing items related by title, author, creator and subject.
Exploring the associations between standards for service delivery (organisational culture), co-worker support, self-efficacy, job satisfaction and customer orientation in the real estate industryGountas, Sandra; Gountas, J.; Mavondo, F. (2013)The study examines the effects of organisational and individual factors of real estate agents on customer orientation. The organisational factors included are standards for service delivery (culture), supervisor support ...
Moral choice in an agency framework and related motivational typologies as impacted by personal and contextual factors for financial institutions in China.Woodbine, Gordon F. (2002)In this study an empirical investigation is conducted of the factors affecting moral choice, a necessary antecedent to moral behaviour (or action). The theoretical framework has drawn upon Rest's (1983, 1986) model of ...
Delivering Good Service: Personal Resources, Job Satisfaction and Nurses' 'Customer' (Patient) OrientationGountas, Sandra; Gountas, John; Soutar, Geoff; Mavondo, Felix (2013)Aims: To explore the complex relationships between nurses’ personal resources, job satisfaction and ‘customer’ (patient) orientation. Background: Previous research has shown that nursing is highly intensive, emotionally ...