의료시설의 고성과 업무체계에 따른 의료서비스 던달 과정 = Service Delivery Chain of Healthcare Facility Practicing High Performance Work System

다국어 초록 (Multilingual Abstract)

In this study, we examined service delivery chain in hospital setting to verify how HPWS(High-Performance Work System) influences on service perception of three parties, involved in healthcare delivery, such as healthcare staffs, patients, and guardians, more specifically, healthcare staffs’ customer orientation and perceived service quality, also patients and guardians’perceived service quality, satisfaction and behavioral intention. For the study we investigated a national wide sample of 144 hospitals, 721 healthcare professionals, 1456 patients, and 1455 guardians of the patients. To analyze the responded cases, we fabricated SEM(Structural Equation Modeling) with AMOS and determined the validity of 11 hypotheses. Followed were contributions of this study. First, healthcare staffs and patients were commonly related by service quality, which meant the increase of health care staffs'perceived service quality might lead to increase of patients' perceived service quality. Second, healthcare staffs and guardians of patients were also related by common construct of service quality. Third, some proven hypotheses related to healthcare staffs were 1) the intensity of HPWS influenced on the healthcare staff's customer orientation; 2) the customer orientation were linked to perceptions of high-quality service; and 3) HPWS were linked to healthcare staffs’ perception of service quality through their perception of customerorientation. Fourth, some proven hypotheses pertinent to patients were 1) the perceived service quality led to service satisfaction of patients; 2) the patients'service satisfaction brought behavioral intention; 3) the perceived service quality of patients were linked to behavioral intentions through their perceptions of service satisfaction. Fifth, some proven hypotheses of guardians were 1) the perceived service quality led to service satisfaction of guardians;2) the guardians' service satisfaction brought behavioral intention; 3) the perceived service quality of guardians were linked to behavioral intentions through their perceptions of service satisfaction. Theoretically and practically,we recommended HPWS as a strategic way of designing hospital organization to enhance perception of service quality of everyone involved in healthcare service delivery chain.

국문 초록 (Abstract)

본 연구는 병원환경에서 고성과업무체계(High performance work system)가 의료진의 고객지향성 및 인지된 서비스품질에 미치는 영향, 그리고 병원의 서비스 환경과 인식이 환자 및 보호자의 인지된 서비스품질, 만족, 행동의도에 미치는 영향을 검증했다. 검증을 위해서 전국 144개의병원을 확률적으로 표집하였으며, 의료진 721명, 환자 1456명, 보호자 1455명의 응답을 분석하였다. 분석을 위해서 구조방정식을 설계하였고 11개의 가설을 제안했으며 주요발견은 다음과 같다.
1) 의료진의 인지된 서비스품질은 환자의 인지된 서비스품질에 영향을 미쳤다. 2) 의료진의 인지된 서비스품질은 보호자의 인지된 서비스품질에 영향을 미쳤다. 3) 고성과업무체계의 강화는 의료진의 인지된 서비스품질에 긍정적인 영향을 미쳤다. 4) 의료진의 환자지향성은 인지된 서비스품질을 높이는 결과를 보였다. 5) 고성과업무체계는 의료진의 환자지향성을 매개로 인지된 서비스품질을 높였다. 6) 환자의 인지된 서비스품질은 서비스만족에 영향을 미쳤다. 7) 환자의 서비스만족은행동의도에 영향을 미쳤다. 8) 환자의 인지된 서비스품질은 서비스만족을 매개로 행동의도에 영향을 미쳤다. 9) 보호자의 인지된 서비스품질은 서비스만족에 영향을 미쳤다. 10) 보호자의 서비스만족은 행동의도에 영향을 미쳤다. 11) 보호자의 인지된 서비스품질은 서비스만족을 매개로 행동의도에 영향을 미쳤다. 연구는 병원이 고성과업무체계를 조직설계에 반영하면 의료서비스 전달과정에 개입된 의료진, 환자 그리고 보호자의 서비스인식을 제고할 수 있음을 확인했다. 따라서 고성과업무체계가 병원조직의 전략적 설계와 운영방안 중에 하나임을 밝혔다.

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