IDEAS home Printed from https://ideas.repec.org/a/eee/jbrese/v157y2023ics0148296322010335.html
   My bibliography  Save this article

Public announcements of employee recognitions from customers and customer satisfaction: Longitudinal effects in the healthcare context

Author

Listed:
  • Arthur, Jeffrey B.

Abstract

This study examines the impact of periodic public announcements of customers’ employee recognitions from a non-monetary employee recognition program on subsequent changes in the number of customers’ employee recognitions and customer satisfaction. Recognized employee customer-oriented behaviors (COB) include helping and comforting patients that go “above and beyond” frontline caregivers’ expected role behaviors. Theory-based hypotheses on the antecedents and consequences of monthly variation in the number of publicly announced COB recognitions are developed by integrating theory and research on determinants of employees’ prosocial behavior, incentive-based rewards, and social dynamics found in social cognitive theory. I find that the number of publicly announced recognitions in one period is positively related to the number of recognitions in the following period. Further, I find a non-linear S-shaped relationship between the number of publicly announced recognitions and average patient satisfaction scores that varies depending on the number of publicly announced recognitions each month.

Suggested Citation

  • Arthur, Jeffrey B., 2023. "Public announcements of employee recognitions from customers and customer satisfaction: Longitudinal effects in the healthcare context," Journal of Business Research, Elsevier, vol. 157(C).
    • Handle: RePEc:eee:jbrese:v:157:y:2023:i:c:s0148296322010335
    DOI: 10.1016/j.jbusres.2022.113568
    as

    Download full text from publisher

    File URL: http://www.sciencedirect.com/science/article/pii/S0148296322010335
    Download Restriction: Full text for ScienceDirect subscribers only
    File URL: https://libkey.io/10.1016/j.jbusres.2022.113568?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    As the access to this document is restricted, you may want to search for a different version of it.

    References listed on IDEAS

    as
    1. Lacetera, Nicola & Macis, Mario, 2010. "Social image concerns and prosocial behavior: Field evidence from a nonlinear incentive scheme," Journal of Economic Behavior & Organization, Elsevier, vol. 76(2), pages 225-237, November.
    2. Jana Gallus & Bruno S. Frey, 2016. "Awards: A strategic management perspective," Strategic Management Journal, Wiley Blackwell, vol. 37(8), pages 1699-1714, August.
    3. Carolyn Wiley, 1997. "What motivates employees according to over 40 years of motivation surveys," International Journal of Manpower, Emerald Group Publishing Limited, vol. 18(3), pages 263-280, May.
    4. Michael Kosfeld & Susanne Neckermann, 2011. "Getting More Work for Nothing? Symbolic Awards and Worker Performance," American Economic Journal: Microeconomics, American Economic Association, vol. 3(3), pages 86-99, August.
    5. Grant, Adam M. & Hofmann, David A., 2011. "Outsourcing inspiration: The performance effects of ideological messages from leaders and beneficiaries," Organizational Behavior and Human Decision Processes, Elsevier, vol. 116(2), pages 173-187.
    6. Jason M. Hockenberry & Edmund R. Becker, 2016. "How Do Hospital Nurse Staffing Strategies Affect Patient Satisfaction?," ILR Review, Cornell University, ILR School, vol. 69(4), pages 890-910, August.
    7. Timothy Gubler & Ian Larkin & Lamar Pierce, 2016. "Motivational Spillovers from Awards: Crowding Out in a Multitasking Environment," Organization Science, INFORMS, vol. 27(2), pages 286-303, April.
    8. Ian Larkin & Lamar Pierce & Francesca Gino, 2012. "The psychological costs of pay‐for‐performance: Implications for the strategic compensation of employees," Strategic Management Journal, Wiley Blackwell, vol. 33(10), pages 1194-1214, October.
    9. Michael Spence, 1973. "Job Market Signaling," The Quarterly Journal of Economics, President and Fellows of Harvard College, vol. 87(3), pages 355-374.
    Full references (including those not matched with items on IDEAS)

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Li, Teng & Lu, Runjing, 2022. "Social undermining as a dark side of symbolic awards: Evidence from a regression discontinuity design," Organizational Behavior and Human Decision Processes, Elsevier, vol. 173(C).
    2. Jens Foerderer & Nele Lueker & Armin Heinzl, 2021. "And the Winner Is …? The Desirable and Undesirable Effects of Platform Awards," Information Systems Research, INFORMS, vol. 32(4), pages 1155-1172, December.
    3. Wei Shi & Yan Zhang & Robert E. Hoskisson, 2017. "Ripple Effects of CEO Awards: Investigating the Acquisition Activities of Superstar CEOs' Competitors," Strategic Management Journal, Wiley Blackwell, vol. 38(10), pages 2080-2102, October.
    4. Robinson, Carly D. & Gallus, Jana & Lee, Monica G. & Rogers, Todd, 2021. "The demotivating effect (and unintended message) of awards," Organizational Behavior and Human Decision Processes, Elsevier, vol. 163(C), pages 51-64.
    5. Jana Gallus, 2017. "Fostering Public Good Contributions with Symbolic Awards: A Large-Scale Natural Field Experiment at Wikipedia," Management Science, INFORMS, vol. 63(12), pages 3999-4015, December.
    6. Neckermann, Susanne & Frey, Bruno S., 2013. "And the winner is…? The motivating power of employee awards," Journal of Behavioral and Experimental Economics (formerly The Journal of Socio-Economics), Elsevier, vol. 46(C), pages 66-77.
    7. Mazyaki, Ali & van der Weele, Joël, 2019. "On esteem-based incentives," International Review of Law and Economics, Elsevier, vol. 60(C).
    8. Maria Cotofan, 2019. "Learning from Praise: Evidence from a Field Experiment with Teachers," Tinbergen Institute Discussion Papers 19-082/V, Tinbergen Institute.
    9. Neckermann, Susanne & Yang, Xiaolan, 2017. "Understanding the (unexpected) consequences of unexpected recognition," Journal of Economic Behavior & Organization, Elsevier, vol. 135(C), pages 131-142.
    10. Robert Böhm & Tobias Regner, 2013. "Charitable giving among females and males: an empirical test of the competitive altruism hypothesis," Journal of Bioeconomics, Springer, vol. 15(3), pages 251-267, October.
    11. Manuel Foerster & Joel (J.J.) van der Weele, 2018. "Denial and Alarmism in Collective Action Problems," Tinbergen Institute Discussion Papers 18-019/I, Tinbergen Institute.
    12. Timothy Gubler & Ian Larkin & Lamar Pierce, 2016. "Motivational Spillovers from Awards: Crowding Out in a Multitasking Environment," Organization Science, INFORMS, vol. 27(2), pages 286-303, April.
    13. Anya Samek & Roman M. Sheremeta, 2017. "Selective Recognition: How to Recognize Donors to Increase Charitable Giving," Economic Inquiry, Western Economic Association International, vol. 55(3), pages 1489-1496, July.
    14. Leonardo Bursztyn & Robert Jensen, 2017. "Social Image and Economic Behavior in the Field: Identifying, Understanding, and Shaping Social Pressure," Annual Review of Economics, Annual Reviews, vol. 9(1), pages 131-153, September.
    15. David Clingingsmith & Roman M. Sheremeta, 2018. "Status and the demand for visible goods: experimental evidence on conspicuous consumption," Experimental Economics, Springer;Economic Science Association, vol. 21(4), pages 877-904, December.
    16. Robinson, Carly D. & Gallus, Jana & Lee, Monica G. & Rogers, Todd, 2018. "The Demotivating Effect (and Unintended Message) of Retrospective Awards," Working Paper Series rwp18-020, Harvard University, John F. Kennedy School of Government.
    17. Jirs Meuris & Jennifer Merluzzi, 2024. "A Hidden Barrier to Diversification? Performance Recognition Penalties for Incumbent Workers in Male-Dominated Occupations," American Sociological Review, , vol. 89(2), pages 256-297, April.
    18. Simona Cicognani & Sebastian Stein & Mirco Tonin & Michael Vlassopoulos, 2023. "Symbolic incentives and the recruitment of volunteers for citizen science projects," Oxford Economic Papers, Oxford University Press, vol. 75(4), pages 923-940.
    19. Ashraf, Nava & Bandiera, Oriana & Jack, B. Kelsey, 2014. "No margin, no mission? A field experiment on incentives for public service delivery," Journal of Public Economics, Elsevier, vol. 120(C), pages 1-17.
    20. Tor Eriksson & Lei Mao & Marie Claire Villeval, 2017. "Saving face and group identity," Experimental Economics, Springer;Economic Science Association, vol. 20(3), pages 622-647, September.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:eee:jbrese:v:157:y:2023:i:c:s0148296322010335. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Catherine Liu (email available below). General contact details of provider: http://www.elsevier.com/locate/jbusres .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.