 An empirical study of total quality management and its influences on nurses' attitude and service performance in healthcare organisationsKi-Jung Ju and Byeonghwa Park International Journal of Services and Operations Management, 2016, vol. 24, issue 2, 147-166 Abstract: Previous studies on service performance in healthcare organisations have focused on identifying factors influencing total quality management (TQM) implementation and its effects, primarily on patients, medical doctors, or hospital executives. Although nurses are one of the most important groups of employees in service encounters, there is little research on TQM practices and service performance associated with nurses. The objective of this research is to investigate how TQM practices have an impact on nurses' attitude, and their attitude resultant service performance within healthcare service organisations in South Korea. Based on a survey of 249 nurses from major hospitals in a metropolitan city of Korea, the results indicate that TQM practices have a positive effect on the attitude of nurses, and their attitude in turn results in better service performance. Implications of the findings are discussed and limitations of the study are offered. Keywords: TQM practice; total quality management; hospital nurses; nurse attitudes; service performance; healthcare organisations; Korea; structural equation modelling; SEM; operations management. (search for similar items in EconPapers) Downloads: (external link) Related works: Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text Persistent link: https://EconPapers.repec.org/RePEc:ids:ijsoma:v:24:y:2016:i:2:p:147-166 Access Statistics for this article More articles in International Journal of Services and Operations Management from Inderscience Enterprises Ltd |
Is your work missing from RePEc? Here is how to contribute.
Questions or problems? Check the EconPapers FAQ or send mail to .
EconPapers is hosted by the
School of Business at Örebro University.