The Effect of Behavioral Standardization on Improving Communication Processes of Employees with Service Recipients (Case Study: Kowsar Hospital of Shiraz)

سال انتشار: 1395
نوع سند: مقاله کنفرانسی
زبان: انگلیسی
مشاهده: 326

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شناسه ملی سند علمی:

CMRE01_157

تاریخ نمایه سازی: 8 اردیبهشت 1396

چکیده مقاله:

This research investigated the effect of behavioral standardization on improving the communication processes of employees with service recipients in Kowsar Hospital of Shiraz. The satisfaction rate of service recipients was measured using standardized questionnaires for assessing service recipients in health care organizations. Also, for collecting personal information (personality type, job satisfaction and emotional intelligence), standardized questionnaires were used. 1204 people from the recruitment departments were selected as samples. Results were analyzed using Lisrel software. The results showed that emotional intelligence, job satisfaction, education, work experience and age had a positive effect on the ease of behavioral standardization but gender does not affect behavioral standardization. The results also show that behavioral standardization has a positive and significant effect on the satisfaction of the service recipients.

نویسندگان

Ali Pirzad

Department of Management, Yasooj Branch, Islamic Azad University, Yasooj, Iran

Ehsan Dorali Nabi

Department of Management, Yasooj Branch, Islamic Azad University, Yasooj, Iran

Najmeddin Mirgosheh

Department of Management, Yasooj Branch, Islamic Azad University, Yasooj, Iran