Development and Analysis of a Service Behavior Instrument for Use in the Healthcare Setting
Year: 2015
Type: article
Abstract: The purpose of this study was to develop and evaluate the psychometric properties of an instrument that assesses the service behaviors of employees at a large hospital in the Midwest.There has been an increasing focus on the service quality in healthcare settings as legislation for reform is drawing attention to quality and value for healthcare consumers (Kennedy, Caselli, & Berry, 2011).Hospitals and other healthcare settings are increasingly concerned about patient experience and perceptions of service quality in the competitive healthcare marketplace (Scotti, Harmon, & Beson, 2007).Hospitals are continually seeking to provide services that differentiate them from others and enhance the patient experience.The pilot testing phase consisted of 165 participants who were new-hire employees that completed the instrument as part of their initial hospital orientation to gather information on their perceptions of service behavior delivery.Following information provided throughout the pilot testing phase, the instrument was revised and administered to 452 hospital employees over a three month span.Data collected during both pilot testing and the full study phase were used to guide changes and assess the psychometric properties of the instrument.ACKNOWLEDGEMENTS I would first like to thank my committee for the tremendous amount of time and insight they have provided me along the way.Their feedback and support was critical to my perseverance with this project.I would particularly like to thank Dr. Jian Li for her guidance and dedication over the past year and a half.Additionally, I would like to recognize Dr. Jason Schenker and Dr. Aryn Karpinski, who have shared with me their passion for evaluation and measurement as instructors throughout my coursework.They have challenged me on so many levels, and for that I am truly grateful.Many other individuals have been immensely supportive of my professional journey, including Dr. Deborah Shama-Davis and Pamela Freeman.I owe them both so much credit for allowing me access to this project and for providing me additional support throughout the entire process.They have been fantastic leaders, mentors, and colleagues, and I am sincerely grateful for the opportunities they have presented to me over the years.I truly cannot thank them both enough for all they have done for me.I would like to dedicate this in loving memory of my mother, Karen Marie
Author: Edward C. Bolden
Institution: Kent State University
Language: English
Subfield: General Health Professions
Field: Health Professions
Domain: Health Sciences
Open Access status: green
OpenAlex ID: W2523923876