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Effects of healthcare quality management activities and sociotechnical systems on internal customer experience and organizational performance

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  • Sang M. Lee

    (University of Nebraska-Lincoln)

  • DonHee Lee

    (Inha University)

Abstract

This study examines the effects of quality management (QM) activities and sociotechnical systems (STS) on internal customer (employee) experience and organizational performance in healthcare organizations. The proposed research model and developed hypotheses were tested using structural equations modeling based on the data collected from 239 employees who had more than three years of work experiences at general hospitals in South Korea. The results of the study indicated that QM activities have positive effects on STS components, which in turn help improve internal customer experience and organizational performance. The study results provide insights to healthcare organizations for sustainable hospital management strategies.

Suggested Citation

  • Sang M. Lee & DonHee Lee, 2022. "Effects of healthcare quality management activities and sociotechnical systems on internal customer experience and organizational performance," Service Business, Springer;Pan-Pacific Business Association, vol. 16(1), pages 1-28, March.
    • Handle: RePEc:spr:svcbiz:v:16:y:2022:i:1:d:10.1007_s11628-022-00478-9
    DOI: 10.1007/s11628-022-00478-9
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    References listed on IDEAS

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    1. Lee, DonHee, 2018. "Strategies for technology-driven service encounters for patient experience satisfaction in hospitals," Technological Forecasting and Social Change, Elsevier, vol. 137(C), pages 118-127.
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    3. DonHee Lee, 2020. "Impact of organizational culture and capabilities on employee commitment to ethical behavior in the healthcare sector," Service Business, Springer;Pan-Pacific Business Association, vol. 14(1), pages 47-72, March.
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    7. Verhoef, Peter C. & Lemon, Katherine N. & Parasuraman, A. & Roggeveen, Anne & Tsiros, Michael & Schlesinger, Leonard A., 2009. "Customer Experience Creation: Determinants, Dynamics and Management Strategies," Journal of Retailing, Elsevier, vol. 85(1), pages 31-41.
    8. Unknown, 2009. "Front Matter," Economics of Agriculture, Institute of Agricultural Economics, vol. 56(1), pages 1-7.
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    Cited by:

    1. Sang M. Lee & DonHee Lee, 2022. "Developing Green Healthcare Activities in the Total Quality Management Framework," IJERPH, MDPI, vol. 19(11), pages 1-20, May.
    2. Chengyu Liu & Yan Li & Mingjie Fang & Feng Liu, 2023. "Using machine learning to explore the determinants of service satisfaction with online healthcare platforms during the COVID-19 pandemic," Service Business, Springer;Pan-Pacific Business Association, vol. 17(2), pages 449-476, June.
    3. Vicky Ching Gu, 2023. "How independent should a board be? Examine the corporate social responsibility performance in the US healthcare sector," Service Business, Springer;Pan-Pacific Business Association, vol. 17(3), pages 695-721, September.

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