مقاله انگلیسی تأثیر فعالیتهای مدیریت کیفیت بر تجربه مشتری و عملکرد سازمانی
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Abstract
This study examines the efects of quality management (QM) activities and sociotechnical systems (STS) on internal customer (employee) experience and organizational performance in healthcare organizations. The proposed research model and developed hypotheses were tested using structural equations modeling based on the data collected from 239 employees who had more than three years of work experiences at general hospitals in South Korea. The results of the study indicated that QM activities have positive efects on STS components, which in turn help improve internal customer experience and organizational performance. The study results provide insights to healthcare organizations for sustainable hospital management strategies.
Introduction
Customer experience is important because it is an organizational goal in its own right, and ideas suggested by customers can be translated into strategic solutions for co-creating customer value (Hudadof 2009; Lee 2018). In the customer-centric era, customers represent a valuable source of ideas for improvements of care services based on their experiences, which may infuence their decision to revisit or recommend healthcare providers through word-of-mouth (Lee 2018). Healthcare organizations strive to provide excellent service experience to customers, as such experience is critical to the quality of care diferentiation (Wolf 2018). Healthcare providers can increase customer experience maturity and capabilities while improving loyalty and value for organizational competitive advantage (Lee 2018; Wolf 2018). Thus, positive customer experience is an integral factor for customer satisfaction and organization performance (Lee 2018; Wolf 2018). Customer satisfaction is directly related to service quality, which in turn is realized when internal customers (employees) are satisfed at work (Heskett et al.1997; Lee 2018). Since internal customers endeavor to solve external customers’ (patients and their family members) problems/complaints, organizations should put internal customer centricity at the top of their management priorities.