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Factors that influence nurses' customer orientation.

D N Darby1, K Daniel

  • 1School of Marketing, University of Technology, Sydney, Australia.

Journal of Nursing Management
|April 29, 2000
PubMed
Summary
This summary is machine-generated.

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Management commitment and reduced role stress enhance nurses' client service orientation. Organizational culture and staff development are key to improving patient satisfaction with nursing care.

Area of Science:

  • Healthcare Management
  • Nursing Science
  • Organizational Psychology

Background:

  • Patient satisfaction hinges on personal interactions, especially with nurses.
  • Evaluating healthcare technology is difficult for patients.
  • Nurses are central to ongoing patient care and perception.

Purpose of the Study:

  • To identify factors influencing nursing staff-patient relationships.
  • To model contextual and self-perceptual influences on nursing client orientation.
  • To analyze these factors in an Australian hospital setting.

Main Methods:

  • Anonymous questionnaires administered to nursing staff.
  • Quantitative study employing factor analysis, regression, and path analysis.
  • Utilized scales adapted from other industries for measurement.

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Main Results:

  • Management commitment to service quality positively impacts client orientation.
  • Role stress negatively impacts nurses' client service orientation.
  • Organizational commitment mediates the relationship between factors and client orientation.

Conclusions:

  • Enhancing client orientation requires a focus on organizational culture.
  • Individual staff development is crucial for improving patient satisfaction.
  • Managerial strategies should address both systemic and individual factors.