کد مقاله کد نشریه سال انتشار مقاله انگلیسی ترجمه فارسی نسخه تمام متن
2644907 1138446 2016 7 صفحه PDF ندارد دانلود رایگان
عنوان انگلیسی مقاله
Relationships between Personal Traits, Emotional Intelligence, Internal Marketing, Service Management, and Customer Orientation in Korean Outpatient Department Nurses
ترجمه فارسی عنوان
روابط بین صفات شخصی، هوش هیجانی، بازاریابی داخلی، مدیریت خدمات، و مشتری مداری در پرستاران دپارتمان سرپایی کره ای
کلمات کلیدی
بیمارستان؛ پرستاران؛ بیماران سرپایی؛ خدمات بهداشتی سرپایی
hospitals; nurses; outpatients; outpatient health services
موضوعات مرتبط
علوم پزشکی و سلامت پرستاری و مشاغل بهداشتی پرستاری
چکیده انگلیسی

SummaryPurposeCurrent increase and complexity of medical tests and surgical procedures at outpatient department (OPD) require OPD nurses to have customer orientation focusing on various customers' interests and needs. The purpose of this study was to identify the factors associated with customer orientation in nurses working at OPD of hospitals.MethodsThe study used a descriptive correlational design with cross-sectional survey. The study settings were four general hospitals in Seoul and its metropolitan area. Data were collected from 138 OPD nurses from general hospitals. Study variables were personal traits, emotional intelligence, internal marketing, service management and customer orientation.ResultsFactors associated with customer orientation were identified as conscientiousness from personal traits (β = .37, p < .001), emotional intelligence from individual characteristics (β = .21, p = .032), and internal marketing from environmental characteristics (β = .21, p = .001).ConclusionsHospital administrators should support OPD nurses to cultivate sincere and sociable personal traits and emotional intelligence, and to consider employees as internal customers to improve patient-oriented services and satisfaction.

ناشر
Database: Elsevier - ScienceDirect (ساینس دایرکت)
Journal: Asian Nursing Research - Volume 10, Issue 1, March 2016, Pages 18–24
نویسندگان
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