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The Service Industries Journal Volume 32, 2012 - Issue 1
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Original Articles

The impact of high-performance work systems in the health-care industry: employee reactions, service quality, customer satisfaction, and customer loyalty

Sang M. Lee Management, University of Nebraska-Lincoln, CBA209, Lincoln, NE, 68588, USA
,
DonHee Lee Management, University of Nebraska-Lincoln, CBA209, Lincoln, NE, 68588, USACorrespondence[email protected]
&
Chang-Yuil Kang Medical Information, Hyechon University, 333 Boksu-dong, Seo-gu, 302-715, Daejeon, Republic of Korea
Pages 17-36 | Received 16 Jun 2010, Accepted 16 Oct 2010, Published online: 15 Dec 2011
 
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Abstract

The purpose of this study is to empirically test the effects of high-performance work systems (HPWS) on employee attitude, service quality, customer satisfaction, and customer loyalty in health-care organisations. The proposed research model was tested using structural equation modelling for hypotheses, based on data collected from 196 pairs of employee–customer respondents in four selected hospitals with more than 500 beds. The results indicate that hospitals can improve customer satisfaction and loyalty through efficient operations, employee engagement, and service quality. One of the key findings of our study is that HPWS in health-care organisations influence employee reaction and service quality.

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