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

Jimmieson, Nerina L. & Griffin, Mark A. (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), pp. 81-96.

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Abstract

Client satisfaction with health care services 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.

Impact and interest:

24 citations in Scopus
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14 citations in Web of Science®

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ID Code: 85931
Item Type: Journal Article
Refereed: Yes
Keywords: Client and Employee Perceptions, Health Care Services, Client Satisfaction
DOI: 10.1111/j.2044-8325.1998.tb00664.x
ISSN: 0963-1798
Subjects: Australian and New Zealand Standard Research Classification > COMMERCE MANAGEMENT TOURISM AND SERVICES (150000) > BUSINESS AND MANAGEMENT (150300) > Organisational Behaviour (150311)
Divisions: Current > QUT Faculties and Divisions > QUT Business School
Current > Schools > School of Management
Deposited On: 23 Jul 2015 00:47
Last Modified: 23 Jul 2015 00:47

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