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

Sang M. Lee () and DonHee Lee ()
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Sang M. Lee: University of Nebraska-Lincoln
DonHee Lee: Inha University

Service Business, 2022, vol. 16, issue 1, No 1, 28 pages

Abstract: 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.

Keywords: Quality management activities; Sociotechnical systems; Customer experience; Organizational performance; Healthcare industry (search for similar items in EconPapers)
Date: 2022
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Citations: View citations in EconPapers (5)

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DOI: 10.1007/s11628-022-00478-9

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