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

    Authors

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

    Comments

    Authors: contact us about adding a copy of your work at STARS@ucf.edu

    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

    Share

    COinS