PURPOSE The purpose of this study was to identify the levels of customer orientation in nurses whose work experience was between 1 and 5 years and to examine factors associated with customer orientation and nursing productivity. METHODS For this descriptive correlational study, nurses (N=164) were recruited from a University Hospital in B city, from November 1 to 23, 2012. Questionnaires included measures of customer orientation, nursing productivity, organizational commitment, job stress, and turnover intention. Data were analysed with the SPSS/WIN 18.0 program using descriptive statistics, t-test, ANOVA, Pearson correlation coefficient, and stepwise multiple regression. RESULTS The mean age of participants was 25 years, 96% were single, and 54.9% had a bachelor degree. Organizational commitment (beta=.387) and job stress (beta=.280) significantly explained the variance in customer orientation (R2=15.8). Customer orientation (beta=.479), education level (beta=.196), and turnover intention (beta=-.184) significantly explained the variance in nursing productivity (R2=35.3). Customer orientation was the most important factor in explaining the variance in the nursing productivity. CONCLUSION This study highlighted the relationship between customer orientation and nursing productivity. Improving the customer orientation could result in increasing nursing productivity. Future managerial intervention to improve customer orientation is warranted.
Citations
Citations to this article as recorded by
Hemşirelerin İş Gücü Verimliliğine İlişkin Tutumları ve Etkileyen Faktörlerin İncelenmesi Berra Yılmaz Kuşaklı Verimlilik Dergisi.2024; 58(3): 399. CrossRef
Factors Associated with Job Stress among Hospital Nurses: A Meta-Correlation Analysis Ji-Young Lim, Geun-Myun Kim, Eun-Joo Kim International Journal of Environmental Research and Public Health.2022; 19(10): 5792. CrossRef
Effects of Customer Orientation, Belief of Patient Activation and Professional Self-concept on Caring Behaviors of Nurses in Comprehensive Nursing Care Units Ji Eun Jeon, Eun Hee Kim Journal of Health Informatics and Statistics.2021; 46(3): 344. CrossRef
Effects of nursing power and organizational trust on nurse’s responsiveness and orientation to patient needs YuKyung Ko, Soyoung Yu, Seok Hee Jeong Nursing Open.2020; 7(6): 1807. CrossRef
Influence of Emotional Intelligence, Communication, and Organizational Commitment on Nursing Productivity among Korean Nurses Hyo Geun Geun, Eunok Park Journal of Korean Academy of Community Health Nursing.2019; 30(2): 226. CrossRef
Exploring the experiences of neophyte nurse mentors: A qualitative study Ritin Fernandez, Suzanne Sheppard-Law, Sharon Curtis, Jodie Bancroft, Wendy Smith Nurse Education in Practice.2018; 29: 76. CrossRef
A Path Analysis of Variables Influencing customer orientation of Hospital Nurses Eun-Su Do, Young-Sook Seo Journal of Digital Convergence.2016; 14(1): 275. CrossRef
Influences of Calling, Work Value, and Organizational Commitment on Turnover Intention in Nurses Employed at University Hospitals in a Region Moon-Jeong Kim, So-Hee Kim The Korean Journal of Health Service Management.2016; 10(1): 67. CrossRef
Self Efficacy, Organizational Commitment, Customer Orientation and Nursing Performance of Nurses in Local Public Hospitals Hee Sook Oh, Hwee Wee Journal of Korean Academy of Nursing Administration.2016; 22(5): 507. CrossRef
The Effect of Perceived Internal Marketing and Customer Orientation on the Organizational Commitment of Nurses in Specialized Hospital Kyoung-Min Lim, Eun-Joo Jo, Jeong-Ok Kwon Journal of the Korea Academia-Industrial cooperation Society.2016; 17(3): 489. CrossRef
Relationship of between Task Performance, Job Satisfaction, and Organizational Contribution of Dental Hygienists Jun-Yeong Kwon, Su-Young Lee Journal of dental hygiene science.2016; 16(4): 302. CrossRef
The Effects of Positive Psychological Capital, Organizational Commitment, Customer Orientation in Clinical Nurses In Suk Kim, Ryu Bin Seo, Bok Nam Kim, A Ri Min Journal of Korean Academy of Nursing Administration.2015; 21(1): 10. CrossRef
Analysis of relationship between job stress and turnover intention of physical therapists Joong-San Wang, Yang-Rae Kim Journal of the Korea Academia-Industrial cooperation Society.2015; 16(9): 6112. CrossRef
First
Prev
