Abstract
Reputation is a crucial asset for service organizations, in particular when actual service quality is hard to assess, e.g. in the context of hospitals. Employees and their recommendation intentions to other professionals and potential patients are crucial in the reputation building process. Against this background, we test with a quantitative-exploratory approach, for 1,022 employees in two German hospitals, how eleven dimensions of employees’ job satisfaction explain their recommendation intention on behalf of the hospital they work. Moreover, we explore this for different employee groups. Our results show that there are different employee job satisfaction dimensions explaining recommendation intention for different employee groups such as nurses, doctors, or employees in the administrative field. We frame our findings against the broad but scattered management literature that is relevant for job satisfaction and organizational reputation, and discuss implications for practice and further research.
| Original language | English |
|---|---|
| Pages (from-to) | 405-413 |
| Number of pages | 9 |
| Journal | Journal of Business Research |
| Volume | 134 |
| DOIs | |
| Publication status | Published - Sept 2021 |
Bibliographical note
Funding Information:Credit is due to numerous participants at conferences for their valuable input and discussion on earlier versions of the article. We are very grateful to the hospitals’ employees who shared their perceptions with us. In addition, we would like to expressly thank the OPINIO Research Institute – namely Joachim Merk and Andreas Bareiß – for their support during the data collection. Finally, we are deeply thankful to the anonymous reviewers and the associate editor for their insightful comments. The authors did not receive any financial support for this paper.
Publisher Copyright:
© 2021 Elsevier Inc.
Keywords
- Employee job satisfaction
- Hospital management
- Recommendation intention
- Reputation