Relationships between Personal Traits, Emotional Intelligence, Internal Marketing, Service Management, and Customer Orientation in Korean Outpatient Department Nurses
Asian Nursing Research
;
: 18-24, 2016.
Artigo
em Inglês
| 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:
DisponíveL
Índice:
WPRIM (Pacífico Ocidental)
Assunto principal:
Ambulatório Hospitalar
/
Pacientes Ambulatoriais
/
Cultura Organizacional
/
Atitude do Pessoal de Saúde
/
Estudos Transversais
/
Inquéritos e Questionários
/
Assistência Centrada no Paciente
/
Marketing
/
Inteligência Emocional
/
Seul
Tipo de estudo:
Estudo observacional
/
Estudo de prevalência
/
Estudo prognóstico
/
Pesquisa qualitativa
/
Fatores de risco
Limite:
Adulto
/
Feminino
/
Humanos
/
Masculino
País/Região como assunto:
Ásia
Idioma:
Inglês
Revista:
Asian Nursing Research
Ano de publicação:
2016
Tipo de documento:
Artigo
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