Linking client and employee perceptions of the organization: A study of client satisfaction with health care services

Jimmieson, NL and Griffin, MA (1998) Linking client and employee perceptions of the organization: A study of client satisfaction with health care services. Journal of Occupational And Organizational Psychology, 71 1: 81-96.

Author Jimmieson, NL
Griffin, MA
Title Linking client and employee perceptions of the organization: A study of client satisfaction with health care services
Journal name Journal of Occupational And Organizational Psychology   Check publisher's open access policy
ISSN 0963-1798
Publication date 1998-01-01
Sub-type Article (original research)
Volume 71
Issue 1
Start page 81
End page 96
Total pages 16
Language eng
Abstract Client satisfaction with health care sen ices has usually been researched in terms of socio-demographic and predispositional characteristics associated with the client. The present study included organizational characteristics as predictors of client satisfaction with health care services. Participants in the research were clients and employees of an Australian public-sector health care organization who responded to separate client and employee questionnaires. Hierarchical regression analyses indicated that, after controlling for a number of client characteristics, organizational characteristics, as perceived by employees, accounted for a significant proportion of additional variance in client satisfaction with health care services. Results of the present study provided some support for the proposition that employee perceptions of the working environment should be considered in a more comprehensive understanding of client satisfaction with health care services. Limitations of the study highlight practical difficulties in the assessment of client outcomes and methodological complexities in linking individual and organizational processes.
Keyword Psychology, Applied
Patient-satisfaction
Consumer Satisfaction
Quality
Q-Index Code C1
Q-Index Status Provisional Code
Institutional Status Unknown

Document type: Journal Article
Sub-type: Article (original research)
Collection: School of Psychology Publications
 
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Created: Mon, 13 Aug 2007, 20:24:11 EST