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21-01-2022 | Empirical article

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

Authors: Sang M. Lee, DonHee Lee

Published in: Service Business | Issue 1/2022

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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.

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Title: Effects of healthcare quality management activities and sociotechnical systems on internal customer experience and organizational performance
Authors: Sang M. Lee
DonHee Lee
Publication date: 21-01-2022
Publisher: Springer Berlin Heidelberg
Published in: Service Business / Issue 1/2022
Print ISSN: 1862-8516
Electronic ISSN: 1862-8508
DOI: https://doi.org/10.1007/s11628-022-00478-9

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