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首页> 外文期刊>International Journal of Pharmaceutical and Healthcare Marketing >Management commitment to service quality and service recovery performance: A study of frontline employees in public and private hospitals
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Management commitment to service quality and service recovery performance: A study of frontline employees in public and private hospitals

机译：管理层对服务质量和服务恢复绩效的承诺：对公立和私立医院一线员工的研究

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Purpose – The purpose of this paper is to investigate a model of management commitment to service quality (MCSQ) and service recovery performance in the context of public and private hospitals in New Zealand. Design/methodology/approach – In a cross-sectional survey grounded in Bagozzi's reformulation of attitude theory, frontline hospital employees (FHEs) were asked about how MCSQ impacted on their service recovery performance in both the public and private sectors. Findings – The results of the study suggest that the relationship between MCSQ and service recovery performance is mediated by organizational commitment. With the exception of the relationship between MCSQ and organizational commitment, there are no differences between FHEs in the private and public sectors. Originality/value – Very little attention has been given to a comparative examination of those managerial practices critical for improving frontline employee service recovery efforts in a public and private healthcare context. Our research addresses this paucity.
机译：目的–本文的目的是研究新西兰公立和私立医院对服务质量（MCSQ）和服务恢复绩效的管理承诺模型。设计/方法/方法–在基于Bagozzi重新制定态度理论的横断面调查中，一线医院的员工（FHE）被问及MCSQ如何影响他们在公共和私营部门的服务恢复表现。研究结果–研究结果表明，MCSQ与服务恢复绩效之间的关系是由组织承诺来调节的。除了MCSQ与组织承诺之间的关系外，私营和公共部门的FHE之间没有区别。原创性/价值–很少对那些对改善公共和私人医疗保健领域的一线员工服务恢复工作至关重要的管理实践进行比较研究。我们的研究解决了这一问题。

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