The Impact of an Employee Involvement Program on Service Quality in a Nursing Home Organization

<p>The purpose of this research was to investigate the effects of an intervention involving employee participation in decision making and behavior modeling training on quality of service. Subjects were nursing aides in two similar nursing home facilities operated by a medium-sized long-term care organization. Participation in decision making involved weekly meetings using a quality-circle-type problem-solving process to develop suggestions for improving quality of service to residents and their families. Behavior modeling training was used to teach interpersonal skills necessary for handling a customer complaint. Service quality was assessed through family, resident, and supervisor ratings of nursing aide service behaviors. The impact of the intervention was assessed with nursing aide quality of worklife indicators of perceived influence in decision making, satisfaction with decision making influence, organizational commitment, turnover intention, role conflict, role ambiguity, higher-order need satisfaction, satisfaction with service role, and satisfaction with organizational policies. The results for service quality revealed that the intervention did not improve customer ratings of service quality performance. The results for aide quality of worklife indicators showed a significant intervention effect on perceived influence and turnover intention. Analysis of reasons for this limited effect and suggestions for future research are discussed.</p>

Name thesis:degree_name

Doctor of Philosophy (PhD)

Level thesis:degree_level

Dissertation

Discipline thesis:degree_discipline

Psychology

Year dc:date.available

1992

Author dc:creator

• Catanzaro, Diane

Contributors dc:contributor

• Donald D. Davis
• Albert S. Glickman
• Robert M. McIntyre
• Paul Champagne

• Decision-making
• Job satisfaction
• Work environment
• Nursing
• Industrial and Organizational Psychology

Statement dc:rights

• <p>In Copyright. URI: <a href="http://rightsstatements.org/vocab/InC/1.0/">http://rightsstatements.org/vocab/InC/1.0/</a> This Item is protected by copyright and/or related rights. You are free to use this Item in any way that is permitted by the copyright and related rights legislation that applies to your use. For other uses you need to obtain permission from the rights-holder(s).</p>

Repository record dc:identifier

https://digitalcommons.odu.edu/psychology_etds/267

OAI identifier oai:identifier

oai:digitalcommons.odu.edu:psychology_etds-1258