Title

Aligning internal organizational factors with a service excellence mission: An exploratory investigation in health care

Authors

Authors

R. C. Ford; S. A. Sivo; M. D. Fottler; D. Dickson; K. Bradley;L. Johnson

Comments

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Abbreviated Journal Title

Health Care Manage. Rev.

Keywords

health care; organizational alignment; service excellence; service; mission; HUMAN-RESOURCE MANAGEMENT; ALIGNMENT; STRATEGY; CLIMATE; Health Policy & Services

Abstract

In today's competitive health care environment, service excellence is rapidly becoming a major differentiating advantage between healthcare providers. Too often, senior executives talk about theie commitment to a mission statement that extols the virtues of providing world class service to their patients only to undermine those statements with what they do, write, and say. This article presents an exploratory investigation into a new application of an internal mission alignment instrument that seeks to asses the extent to which an organisation's internal processes are aligned wit its service mission. This instrument was sent to 250 randomly selected employees from all clinical departments of a large southeastern hospital to explore the underlying alignment factors. A factors analysis of the data revealed eight factors that predicted beneficial employee outcomes,such as organizational commitment and satisfaction with the job and organization.

Journal Title

Health Care Management Review

Volume

31

Issue/Number

4

Publication Date

1-1-2006

Document Type

Article

Language

English

First Page

259

Last Page

269

WOS Identifier

WOS:000241818900001

ISSN

0361-6274

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