Assessing top management commitment, workforce management, and quality performance of Malaysian hospitals

References

• Donaldson MS, Corrigan JM, Kohn LT. To err is human: building a safer health system. Washington (DC): National Academies Press; 2000.
   Google Scholar
• James JT. A new, evidence-based estimate of patient harms associated with hospital care. J Patient Saf. 2013;9(3):122–128.
   PubMed Web of Science ®Google Scholar
• Makary MA, Daniel M. Medical error-the third leading cause of death in the US. BMJ: Br Med J. 2016;353:1–5.
   Google Scholar
• Gurses AP, Carayon P. Performance obstacles of intensive care nurses. Nurs Res. 2007;56(3):185–194.
   PubMed Web of Science ®Google Scholar
• Rashid M. Developing scales to evaluate staff perception of the effects of the physical environment on patient comfort, patient safety, patient privacy, family integration with patient care, and staff working conditions in adult intensive care units: a pilot study. Crit Care Nurs Q. 2007;30(3):271–283.
   PubMedGoogle Scholar
• Kuehn BM. Global shortage of health workers, brain drain stress developing countries. JAMA. 2007;298(16):1853–1855.
   PubMed Web of Science ®Google Scholar
• Hassan H, Saleh NM, Kamaluddin A, et al. Exploring elements of human capital development of private hospitals in Malaysia: a qualitative approach. e-Academia J. 2017;6(1):167–177.
   Google Scholar
• MOH. Health indicators. Kuala Lumpur: Health Information Centre, Planning Division, Ministry of Health Malaysia; 2014.
   Google Scholar
• Serour GI. Healthcare workers and the brain drain. Int J Gynecol Obstetrics. 2009;106:175–178.
   PubMed Web of Science ®Google Scholar
• Ahmad OB. Brain drain: the flight of human capital. Bull World Health Organ. 2004;82(10):797–798.
   PubMed Web of Science ®Google Scholar
• Juran JM. Juran on leadership for quality. New York (NY): The Free Press; 1989.
   Google Scholar
• Kennedy E, Daim TU. A strategy to assist management in workforce engagement and employee retention in the high tech engineering environment. Eval Program Plann. 2010;33:468–476.
   PubMed Web of Science ®Google Scholar
• Gabrani A, Hoxha A, Gabrani J, et al. Perceived organizational commitment and job satisfaction among nurses in Albanian public hospitals: a cross-sectional study. Int J Healthc Manag. 2016;9(2):110–118.
   Web of Science ®Google Scholar
• Teo R. (2013). Private healthcare sector sees healthy growth. Borneo Post Online. [cited 2016 April 8]. Available from: http://www.theborneopost.com/2013/05/12/private-healthcare-sector-sees-healthy-growth
   Google Scholar
• MOH. Country health plan: 10th Malaysia plan 2011–2015. Kuala Lumpur: Ministry of Health Malaysia; 2012.
   Google Scholar
• Butt MM, de Run EC. Private healthcare quality: applying a SERVQUAL model. Int J Health Care Qual Assur. 2010;23(7):658–673.
   PubMedGoogle Scholar
• Pillay DIMS, Ghazali RJDM, Manaf NHA, et al. Hospital waiting time: the forgotten premise of healthcare service delivery? Int J Health Care Qual Assur. 2011;24(7):506–522.
   PubMedGoogle Scholar
• Heuvel JVD, Bogers AJJC, Does RJMM, et al. Quality management: does it pay off? Qual Manag Health Care. 2006;15(3):137–149.
   PubMedGoogle Scholar
• Giannini M. Performance and quality improvement in healthcare organizations. Int J Healthc Manag. 2015;8(3):173–179.
   Web of Science ®Google Scholar
• Nektarios T. Top management commitment and involvement and their link to key account management effectiveness. J Bus Ind Marketing. 2015;30(1):32–44.
   Web of Science ®Google Scholar
• Crosby P. Quality is free. New York (NY): McGraw-Hill; 1979.
   Google Scholar
• Deming WE. Out of the crisis. Cambridge (MA): MIT Center for Advanced Engineering Study; 1986.
   Google Scholar
• Juran JM, Gryna FM. Juran's quality control. Handbook. 4ème éd. New York; 1988.
   Google Scholar
• Yeung ADL, Cheng TCE, Lai KH. An empirical model for managing quality in the electronics industry. Prod Oper Manage. 2005;14(2):189–204.
   Web of Science ®Google Scholar
• Naranjo-Gil D. The role of top management teams in hospitals facing strategic change: effects on performance. Int J Healthc Manag. 2015;8(1):34–41.
   Web of Science ®Google Scholar
• Beer M. Why total quality management programs do not persist: the role of management quality and implications for leading a TQM transformation. Decis Sci. 2003;34:623–642.
   Web of Science ®Google Scholar
• Lee J, Elbashir MZ, Mahama H, et al. Enablers of top management team support for integrated management control systems innovations. Int J Account Inf Syst. 2014;15:1–25.
   Web of Science ®Google Scholar
• Pheng LS, Jasmine AT. Implementing total quality management in construction firms. J Manag Eng. 2004;20(1):8–15.
   Web of Science ®Google Scholar
• Harmancioglu N, Grinstein A, Goldman A. Innovation and performance outcomes of market information collection efforts: The role of top management team involvement. Int J Res Marketing. 2010;27:33–43.
   Web of Science ®Google Scholar
• Minjoon J, Shaohan C, Hojung S. TQM practice in Maquiladora: Antecedents of employee satisfaction and loyalty. J Oper Manage. 2006;13:791–812.
   Google Scholar
• Guesalaga R. Top management involvement with key accounts: the concept, its dimensions, and strategic outcomes. Ind Mark Manage. 2014;43(7):1146–1156.
   Web of Science ®Google Scholar
• Ahmed S, Abd Manaf NH, Islam R. Effect of lean six sigma on quality performance in Malaysian hospitals. Int J Health Care Qual Assur. 2018;31(8):973–987.
   PubMed Web of Science ®Google Scholar
• Lombardi DM, Schermerhorn JR. Healthcare management. Hoboken (NJ): John Wiley; 2007.
   Google Scholar
• Sila I, Ebrahimpour M. Critical linkages among TQM factors and business results. Int J Oper Prod Manage. 2005;25:1123–1155.
   Web of Science ®Google Scholar
• Kaynak H. The relationship between total quality management practices and their effects on firm performance. J Oper Manage. 2003;21(4):405–435.
   Web of Science ®Google Scholar
• Dhar RL. Service quality and the training of employees: the mediating role of organisational commitment. Tourism Manage. 2015;46:419–430.
   Web of Science ®Google Scholar
• Utriainen K, Kyngs H. Hospital nurses’ job satisfaction: a literature review. J Nurs Manag. 2009;17(8):1002–1010.
   PubMed Web of Science ®Google Scholar
• Alejosa A, Weingartnera A, Scharffb DP, et al. Ensuring the success of local public health workforce assessments: using a participatory based research approach with a rural population. Public Health. 2008;122:1447–1455.
   PubMed Web of Science ®Google Scholar
• Nasurdin AM, Ling TC, Khan SN. The role of psychological capital on nursing performance in the context of medical tourism in Malaysia. Int J Bus Soc. 2018;19(3):748–761.
   Web of Science ®Google Scholar
• Storey J, Sisson K. Managing human resources and industrial relations. Buckingham: Open University Press; 1993.
   Google Scholar
• Fowler A. Performance management: the MBO of the 90s? Pers Manage. 1990;22(7):47–54.
   Google Scholar
• Fletcher C. Appraisal: routes to improved performance. London: Institute of personnel management; 1993.
   Google Scholar
• Varkey P, Peller K, Resar RK. Basics of quality improvement in health care. Mayo Clin Proc. 2007;82(6):735–739.
   PubMed Web of Science ®Google Scholar
• Abdallah A. Implementing quality initiatives in healthcare organisations: drivers and challenges. Int J Health Care Qual Assur. 2014;27(3):166–181.
   PubMedGoogle Scholar
• Gowen III CR, Mcfadden KL, Hoobler JM, et al. Exploring the efficacy of healthcare quality practices, employee commitment, and employee control. J Oper Manage. 2006;24:765–778.
   Web of Science ®Google Scholar
• Duggirala M, Rajendran C, Anantharaman RN. Patient perceived dimensions of total quality service in healthcare. Benchmarking: Int J. 2008;15(5):560–583.
   Google Scholar
• AuYong HN, Ramendran C, Yeoh GG, et al. Factors influencing safety performance and impacting quality care among healthcare professionals in Malaysia. International Conference on Information Management & Management SCIENCE (IMMS ‘18); ACM, New York, 144–148, 2018.
   Google Scholar
• Ahmed S, Abd Manaf NH, Islam R. Measuring quality performance between public and private hospitals in Malaysia. Int J Qual Serv Sci. 2017;9(2):218–228.
   Web of Science ®Google Scholar
• Saunders M, Lewis P, Thornhill A. Research methods for business students. 5th ed. Essex: Prentice Hall; 2010.
   Google Scholar
• Hair JF, Black WC, Babin BJ, et al. Multivariate data analysis: a global perspective. 7th ed. Upper Saddle River (NJ): Pearson Prentice Hall; 2010.
   Google Scholar
• Cooper DR, Schindler PS. Business research methods. 11th ed. New York (NY): McGraw-Hill; 2011.
   Google Scholar
• Sharma S. Applied multivariate techniques. New York (NY): Wiley; 1996.
   Google Scholar
• Azim MT, Haque MM, Chowdhury RA. Gender, marital status and job satisfaction an empirical study. Int Rev Manage Bus Res. 2013;2(2):488–498.
   Google Scholar
• Kabene SM, Orchard C, Howard JM, et al. The importance of human resources management in health care: a global context. Hum Resour Health. 2006;4(20):1–17.
   PubMedGoogle Scholar
• Ren HD. (2007). Malaysian healthcare where we are heading? A critical look at the proposed National Health Financial Scheme. [cited 2017 Jan 12]. Available from: http://hsudarren.files. wordpress.com/2006/10/malaysian-healthcare-a-critical-look.pdf
   Google Scholar
• Graya S, Perlmanb F, Griffiths S. A survey of the specialist public health workforce in the UK in 2003. Public Health. 2005;119:900–906.
   PubMed Web of Science ®Google Scholar
• Rechel B, Dubois C-A, McKee M. The health care workforce in Europe: learning from experience. Trowbridge (Wilts): European Observatory on Health Systems and Policies, United Kingdom, The Cromwell Press; 2006.
   Google Scholar
• Griffith JR. Finding the frontier of hospital management. J Healthc Manag. 2009;54(1):57–72.
   PubMed Web of Science ®Google Scholar
• Suprihanto J, Wrangkani TD, Meliala A. The relationship between internal marketing and the organizational commitment of doctors and nurses at Mardi Waluyo Hospital, Metro Lampung Indonesia. Int J Healthc Manag. 2018;11(2):79–87.
   Web of Science ®Google Scholar
• Collini SA, Guidroz AM, Perez LM. Turnover in health care: the mediating effects of employee engagement. J Nurs Manag. 2015;23(2):169–178.
   PubMed Web of Science ®Google Scholar
• Anthony-McMann PE, Ellinger AD, Astakhova M, et al. Exploring different operationalizations of employee engagement and their relationships with workplace stress and burnout. Human Resour Dev Q. 2017;28(2):163–195.
   Web of Science ®Google Scholar