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題 名 | The Mediating Effect of Internal Service Quality on Employee Turnover--Empirical Evidence from Taiwanese Nurses |
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作 者 | Hung, Jia-yi; Wong, Ho Yin; Lan, Yu-li; | 書刊名 | Academy of Taiwan Business Management Review |
卷 期 | 9:3 2013.12[民102.12] |
頁 次 | 頁82-92 |
分類號 | 419.8 |
關鍵詞 | Mediating effect; Internal service quality; Employee turnover; Nurses; Taiwan; |
語 文 | 英文(English) |
英文摘要 | The purpose of this paper is to empirically test the mediating effect of internal service quality (ISQ) on employee turnover of nurses in Taiwan. The main purpose of ISQ is to treat employees as internal customers to satisfy their needs. Consequently, they will deliver the expected products and services to external customers such as patients. While various studies have examined ISQ, research gaps exist in understanding its antecedents and consequence, especially in the nursing industry. A questionnaire survey with 241 samples was gathered from five hospitals in eastern Taiwan. Structural equation modeling SEM) analysis was performed to test the theoretical model that consists of ISQ, leader-member exchange (LMX), Co-worker interaction, work atmosphere, and employee turnover. All major fit indices from SEM analysis indicate satisfactory results for both the measurement and structural models. The major contribution is the establishment of the mediating effect of ISQ on employee turnover. ISQ and LMX have direct impacts on employee turnover, while co-worker interaction and work atmosphere have only indirect impacts. To reduce employee turnover, management needs to put in effort on LMX. With greater level LMX, they can expect better co-worker interaction, work atmosphere and ISQ. |
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