Management support and perceived consumer satisfaction in skilled nursing facilities.

Area of Science:

• Healthcare Management
• Organizational Behavior
• Service Quality Research

Background:

• Employee management significantly impacts firm outcomes, including consumer satisfaction.
• Internal support for service workers is a key determinant of consumer satisfaction.
• Skilled nursing facilities (SNFs) require effective management to ensure quality care.

Purpose of the Study:

• To empirically investigate how SNF managers influence consumer satisfaction.
• To explore the mechanisms through which management encourages employee effectiveness and improves service quality.
• To extend prior research by framing management as internal support and examining its link to service process integration.

Main Methods:

• An individual-level investigation involving 630 nursing assistants across 45 SNFs.
• Analysis of the relationship between active management support, process integration, employee satisfaction, and employee effectiveness.
• Assessment of the link between employee outcomes and consumer satisfaction as perceived by service workers.

Main Results:

• Active management support and process integration were found to increase employee satisfaction and effectiveness.
• Higher employee satisfaction and effectiveness were positively correlated with increased consumer satisfaction.
• Management's internal support of nursing assistants directly influences perceived consumer satisfaction.

Conclusions:

• Management practices in SNFs serve as a critical form of internal support.
• Investing in active management support and process integration can enhance both employee and consumer satisfaction in healthcare settings.
• Effective employee management is a vital component of delivering high-quality patient care and achieving positive service outcomes.