Effects of Compassion Competence and Organizational Commitment on Customer Orientation in Hospital Nurses / 임상간호연구

PURPOSE: This study aimed to examine the effects of compassion competence and organizational commitment on customer orientation in hospital nurses. METHODS: The participant of this study was 223 nurses who have worked at a tertiary hospital in Chungcheong Province for at least one year. The general characteristics, compassion competence, organizational commitment, and customer orientation of the participants were collected, using self-reported questionnaires, from June 15 to June 29, 2018. The data were analyzed by descriptive statistics, independent t-test, ANOVA (Scheffé test), Pearson's correlation coefficient, and multiple regression using an SPSS/WIN 22.0 program. RESULTS: Customer orientation was significantly associated with organizational commitment (r=.51, p<.001), and compassion competence (r=.74, p<.001). Compassion competence (β=.62, p<.001), organizational commitment (β=.17, p=.004), and marital status (β=.11, p=.034) were identified as the predictors of customer orientation. These variables explained 59.1% of the variance in customer orientation. CONCLUSION: This study confirmed that compassion competence and organizational commitment may have an impact on customer orientation in hospital Nurses. Therefore, to improve customer orientation in hospital nurses, it is necessary to develop interventions and education programs considering these factors.

The Effect of Internal Marketing on Customer Orientation of Dental Hygienists / 치위생과학회지

The purpose of this study was to reveal association between internal marketing and customer orientation. Internal marketing was composed of empowerment, educational training, reward system, internal communication and management support. We thought these factors affect to the consumer orientation. For this study, 191 dental hygienists in Busan, Ulsan and Kyungnam are participated in this study. The data were analyzed with descriptive statistics, t-test, ANOVA, pearson's correlation coefficients, and stepwise multiple regression analysis with SPSS 18.0 program. In conclusion, we obtained the next results. First, the mean of internal marketing behavior was 3.22 out of 5. In terms of sub-domain, educational training (3.88) is the highest, followed by empowerment (3.35), internal communication (3.10), management support (3.05) and reward system (2.79). Second, the internal marketing factors of internal communication, reward system orientation, management support, empowerment, and educational training had positive correlations with customer orientation (r=0.189∼0.381). Third, the influencing factor in customer orientation were educational training (β=0.277) and empowerment (β=0.276), adjusted R²=0.202. As dental patients' desire to medical service quality becomes diversified, the analysis result is considered to help the future dental service management.

Self Efficacy, Organizational Commitment, Customer Orientation and Nursing Performance of Nurses in Local Public Hospitals / 간호행정학회지

PURPOSE: The local public hospitals in Korea are regarded as institutions that must consider the provision of good quality public health services, as well as profitability. Therefore it is important to improve nursing services to produce positive change in local public hospitals. This study was done to examine the relationships between self efficacy, organizational commitment, customer orientation and nursing performance for nurses in local public hospitals. METHODS: For this study, 5 of 34 institutions were selected through random sampling: and 134 nurses working in local public hospitals were selected. Data were collected from March 28 to April 8, 2016 using self-report questionnaires. Collected data were analyzed using independent t-test, one-way ANOVA, Scheffé test, Pearson correlation coefficient and multiple regression with SPSS/WIN 18.0. RESULTS: The major findings are summarized as follows: (1) There were significant positive correlations between self efficacy, organizational commitment, customer orientation, and nursing performance. (2) The factors affecting nursing performance were self efficacy, organizational commitment, and customer orientation, in that order, and these variables explained 57% of nursing performance. CONCLUSION: Administrators in local public hospitals should use the results of this study to develop a strategy for improving nursing performance.

The Effects of Positive Psychological Capital, Organizational Commitment, Customer Orientation in Clinical Nurses / 간호행정학회지

PURPOSE: This study was designed to assess the degree of Positive psychological capital, Organizational commitment, Customer orientation of clinical nurses, and to identify correlations between these variables. METHODS: Participants were 230 nurses working in three hospitals located in Seoul. Data were analyzed using descriptive statistics, t-test, ANOVA, Scheffe test, Pearson Correlation, and Multiple Regression. RESULTS: Mean scores were 3.32 (5 point scale) for Positive psychological capital, 3.03 (5 point scale) for Organizational commitment, 3.71 (5 point scale) for Customer orientation. Positive psychological capital correlated positively with Organizational commitment (r=.29, p<.001) and Customer orientation (r=.58, p<.001). Organizational commitment correlated positively with Customer orientation (r=.28, p<.001). Positive psychological capital had a significant influence on Customer orientation. and these combinations explained 34.2% of the variance in Customer orientation (F=25.68, p<.001). Organizational commitment had a mediating effect between Positive psychological capital and Customer orientation. CONCLUSION: The results of this study suggest a need for strategies to improve Customer orientation by enhancing the Positive psychological capital of nurses. Furthermore, study to develop and apply a Positive psychological capital promotion program should be conducted.

Factors Associated with Customer Orientation and Nursing Productivity / 간호행정학회지

PURPOSE: The purpose of this study was to identify the levels of customer orientation in nurses whose work experience was between 1 and 5 years and to examine factors associated with customer orientation and nursing productivity. METHODS: For this descriptive correlational study, nurses (N=164) were recruited from a University Hospital in B city, from November 1 to 23, 2012. Questionnaires included measures of customer orientation, nursing productivity, organizational commitment, job stress, and turnover intention. Data were analysed with the SPSS/WIN 18.0 program using descriptive statistics, t-test, ANOVA, Pearson correlation coefficient, and stepwise multiple regression. RESULTS: The mean age of participants was 25 years, 96% were single, and 54.9% had a bachelor degree. Organizational commitment (beta=.387) and job stress (beta=.280) significantly explained the variance in customer orientation (R2=15.8). Customer orientation (beta=.479), education level (beta=.196), and turnover intention (beta=-.184) significantly explained the variance in nursing productivity (R2=35.3). Customer orientation was the most important factor in explaining the variance in the nursing productivity. CONCLUSION: This study highlighted the relationship between customer orientation and nursing productivity. Improving the customer orientation could result in increasing nursing productivity. Future managerial intervention to improve customer orientation is warranted.

Relationship of Followership to Organizational Commitment, Job Satisfaction, Turnover Intention, and Customer Orientation in Nurses / 간호행정학회지

PURPOSE: The purpose of this study was to identify the relationship among followership, organizational commitment, job satisfaction, turnover intention, and customer orientation in hospital nurses. METHODS: The participants in this study were 210 staff nurses in one university hospital. Data were analyzed using frequency, ANOVA, Pearson correlation analysis, and stepwise multiple regression. RESULTS: Followership had positive correlations with organizational commitment (r=.46, p<.001), job satisfaction (r=.41, p<.001), customer orientation (r=.47, p<.001). Followership had negative correlation with turnover intention (r=-.23, p<.001). The factor of followership influencing organizational commitment was active engagement, and this factor accounted for 23.3% of explanatory power. The factor of followership influencing job satisfaction was active engagement (F=45.00, p<.001), and this factor accounted for 17.8% of explanatory power. The factor of followership influencing turnover intention was active engagement (F=19.69, p<.001), and this factor accounted for 17.0% of explanatory power. The factors of followership influencing customer orientation were active engagement (F=51.38, p=.004) and independent, critical thinking (F=24.55, p=.011), and these factors accounted for 22.1% of explanatory power. CONCLUSION: Findings indicate a need to develop followership to promote organizational commitment, job satisfaction, and customer orientation and to decrease turnover intention in nurses.

The Effect of Employee Service Mind on Customer Orientation in Elementary School Foodservice

The purposes of this study were to measure the service mind and customer orientation of employees and to identify the effect of service mind on customer orientation in elementary school foodservices. The questionnaires were distributed to foodservice employees of the 19 elementary schools, but collected from 12 schools in Gwangju, Gyeonggi. The statistical data analysis was completed using SPSS (ver. 18.0) for the independent sample t-test, ANOVA, Cronbach's alpha, principal component analysis, hierarchical & K-means cluster analysis, Pearson' correlation analysis, and multiple regression analysis. Foodservice employees highly rated their service mind (3.94 out of 5 points), especially their perceptions on the importance of service (4.13 points). The effort to provide service was significantly different depending on the serving place (P<0.05). Employees had a high level of customer orientation (4.02 points), which was significantly influenced by age, position, or career (P<0.05), and cook license (P<0.01). As a result of cluster analysis for service mind, employees were divided into two groups: a low-service mind group (cluster 1) and a high-service mind group (cluster 2). Cluster 2 had a significantly higher overall customer orientation than cluster 1 (P<0.001). The pride in providing services (beta=0.390, P<0.01) and the perception of the importance of services (beta=0.297, P<0.05) showed a significant and positive effect on customer orientation.

Comparison of Internal Marketing, Job Satisfaction and Customer Orientation of Nurses by Size of Medical Care Institution; Small-medium Hospitals and General Hospitals / 간호행정학회지

PURPOSE: This study was conducted to compare internal marketing, job satisfaction and customer orientation between nurses in small-medium hospitals and nurses in general hospitals. METHOD: The participants were 470 nurses were working in 8 small-medium hospitals and 5 general hospitals. Data were collected with structured questionnaires in July, 2010, and analyzed using descriptive statistics, chi2-test, MANCOVA, t-test, One-way ANOVA, and Scheffe test with PASW (SPSS) 18.0 program. RESULTS: There was no significant difference between small-medium hospital nurses and general hospital nurses in internal marketing and customer orientation. But nurses in small-medium hospitals had higher levels of job satisfaction than general hospital nurses. CONCLUSIONS: These findings demonstrate the necessity of developing programs that will help to improve job satisfaction in nurses.

Factors Influencing Customer Orientation of Nurses / 기본간호학회지

PURPOSE: This study was done to identify the factors influencing customer orientation of nurses. METHOD: The participants were 505 nurses who were working in 13 hospitals. Data were collected with structured questionnaires in Feb., 2012, and analyzed using descriptive statistics, t-test, one way- ANOVA, Scheffe test, correlation coefficient, and hierarchical regression with PASW (SPSS) 18.0 program. RESULT: The average score for internal marketing was 3.07 points, for job satisfaction, 3.06 points, for organizational commitment, 3.25 points, and for customer orientation, 3.53 points. Customer orientation was positively correlated with internal marketing, job satisfaction and organizational commitment. The significant predictors of customer orientation were professionalism, interaction with job satisfaction, affective commitment, continuous commitment to organizational commitment and length of career. These variables had an explanatory power of 45.2%. CONCLUSIONS: The study findings suggest that internal marketing, job satisfaction, and organizational commitment should be reinforced to improve the customer orientation of nurses.