Relationships between Personal Traits, Emotional Intelligence, Internal Marketing, Service Management, and Customer Orientation in Korean Outpatient Department Nurses
Asian Nursing Research
;
: 18-24, 2016.
Artículo
en Inglés
| WPRIM
| ID: wpr-177260
ABSTRACT
PURPOSE:
Current increase and complexity of medical tests and surgical procedures at outpatient department (OPD) require OPD nurses to have customer orientation focusing on various customers' interests and needs. The purpose of this study was to identify the factors associated with customer orientation in nurses working at OPD of hospitals.METHODS:
The study used a descriptive correlational design with cross-sectional survey. The study settings were four general hospitals in Seoul and its metropolitan area. Data were collected from 138 OPD nurses from general hospitals. Study variables were personal traits, emotional intelligence, internal marketing, service management and customer orientation.RESULTS:
Factors associated with customer orientation were identified as conscientiousness from personal traits (β .37, p < .001), emotional intelligence from individual characteristics (β .21, p = .032), and internal marketing from environmental characteristics (β .21, p = .001).CONCLUSIONS:
Hospital administrators should support OPD nurses to cultivate sincere and sociable personal traits and emotional intelligence, and to consider employees as internal customers to improve patient-oriented services and satisfaction.
Texto completo:
Disponible
Índice:
WPRIM (Pacífico Occidental)
Asunto principal:
Servicio Ambulatorio en Hospital
/
Pacientes Ambulatorios
/
Cultura Organizacional
/
Actitud del Personal de Salud
/
Estudios Transversales
/
Encuestas y Cuestionarios
/
Atención Dirigida al Paciente
/
Mercadotecnía
/
Inteligencia Emocional
/
Seúl
Tipo de estudio:
Estudio observacional
/
Estudio de prevalencia
/
Estudio pronóstico
/
Investigación cualitativa
/
Factores de riesgo
Límite:
Adulto
/
Femenino
/
Humanos
/
Masculino
País/Región como asunto:
Asia
Idioma:
Inglés
Revista:
Asian Nursing Research
Año:
2016
Tipo del documento:
Artículo
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