文章基本信息

标题：Customer Orientation and Leadership in the Health Service Sector: The Role of Workplace Social Support
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作者：Bruno, Andreina ; Dell’Aversana, Giuseppina ; Zunino, Anna 等
期刊名称：Frontiers in Psychology
电子版ISSN：1664-1078
出版年度：2017
卷号：8
页码：1920-1925
DOI：10.3389/fpsyg.2017.01920
出版社：Frontiers Media
摘要：Health care is a critical context due to unpredictable situations, demanding clients, workload and intrinsic organizational complexity. One key to improve the quality of health services is connected to the shift in organization perspective of viewing patients as active consumers rather than passive users. Therefore higher levels of customer orientation are expected to improve organizational service effectiveness. According to a cultural perspective to customer orientation, the aim of the study is to explore how different leaders’ behaviors (task-oriented and relationship-oriented) interact with customer orientation of health organizations. Specifically, the aim of the paper is to contribute to this topic, by considering the leaders’ point of view. Since leader’s experience of customer orientation is influenced by social processes in the work environment, workplace social support was inserted as moderator in the relationship between leader behavior and customer orientation. A survey study was conducted among 57 Health Department Directors belonging to the National Health Service in the North of Italy in 2016. Findings showed that workplace social support moderated the influence of leadership concern for relationship on costumer orientation. Practical implications of the study are discussed.
关键词：Costumer orientation; Health service; Leadership; Workplace social support; task; oriented behavior; relationship; oriented behavior; Patient; Centered Care