Thesis
Employee engagement and service quality
Washington State University
Master of Public Affairs (MPA), Washington State University
2010
Handle:
https://hdl.handle.net/2376/100833
Abstract
Employees’ level of engagement directly affects the quality of service provided by their organization. Therefore, highly engaged employees are beneficial to an organization. By comparing hospital work-unit level employee engagement data to individual patient satisfaction data, this study tests this concept, therefore determining if these variables are related. The findings reveal that the level of employee engagement within the work unit influences patient satisfaction when satisfaction is determined by a simple measure. This is not, however, the case when comparing the level of employee engagement to a complex measure of patient satisfaction. The findings of this study provide insight into the environmental influence of engaged employees upon client satisfaction. Understanding when work-unit engagement affects different levels of client satisfaction provides insight for determining realistic organizational goals for client satisfaction, which is useful to hospital management as well as the broader realm of public administration.
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Details
- Title
- Employee engagement and service quality
- Creators
- Robyn Nicole Southard
- Contributors
- Dana Lee Baker (Degree Supervisor)
- Awarding Institution
- Washington State University
- Academic Unit
- Politics, Philosophy and Public Affairs, School of
- Theses and Dissertations
- Master of Public Affairs (MPA), Washington State University
- Publisher
- Washington State University; Pullman, Wash. :
- Identifiers
- 99900525014501842
- Language
- English
- Resource Type
- Thesis