The relationships among social capital, organisational commitment and customer-oriented prosocial behaviour of hospital nurses
ABSTRACT This study examines the perceptions of registered nurses of social capital, organisational commitment and customer-oriented prosocial behaviour. Additionally, this study also addresses a conceptual model for testing how registered nurses' perceptions of three types of social capital influence their organisational commitment, in turn intensifying customer-oriented prosocial behaviour, including role-prescribed customer service and extra-role customer service.
Customer-oriented prosocial behaviour explains differences in job satisfaction and job performance. However, the critical role of customer orientation in the hospital setting has yet to be explored.
The survey was conducted to obtain data from registered nurses working for a large Taiwanese medical centre, yielding 797 usable responses and a satisfactory response rate of 86.7%. The partial least squares method was adopted to obtain parameter estimates and test proposed hypotheses.
The study measurements display satisfactory reliability, as well as both convergent and discriminant validities. All hypotheses were supported. Empirical results indicate that registered nurses' perceptions of social capital were significantly impacted the extent of organisational commitment, which in turn significantly influenced customer-oriented prosocial behaviour.
By stimulating nursing staff commitment, health care providers can urge them to pursue organisational goals and provide high quality customer service. To enhance organisational commitment, health care managers should endeavour to create interpersonal interaction platforms in addition to simply offering material rewards.
Nurses act as contact employees for their patient customers in the hospital, and they are required to provide patient safety and service quality. This study shows that nurses with high organisational commitment are willing to provide customer-oriented prosocial activities, which in turn enhances patient satisfaction.
- SourceAvailable from: Heather Laschinger
[Show abstract] [Hide abstract]
- "According to social capital theory, higher levels of relational social capital, such as, trust, reciprocity and community in the workplace, lead to greater levels of teamwork and cooperation (Nahapiet & Ghoshal 1998). Social capital has been associated with lower levels of burnout (Kowalski et al. 2010), better risk management behaviour (Ernstmann et al. 2009) and organizational commitment and pro-social customer service behaviours (Hsu et al. 2011) among hospital nurses. In a recent multi-level analysis Laschinger et al. (2014) found significant relationships between unit-level empowerment, social capital, unit effectiveness, and individual nurses' perceptions of patient care quality. "
ABSTRACT: To examine a theoretical model testing the effects of authentic leadership, structural empowerment and relational social capital on the mental health and job satisfaction of new graduate nurses over the first year of practice. Relational social capital is an important interpersonal organizational resource that may foster new graduate nurses' workplace well-being and promote retention. Evidence shows that authentic leadership and structural empowerment are key aspects of the work environment that support new graduate nurses; however, the mediating role of relational social capital has yet to be explored. A longitudinal survey design was used to test the hypothesized model. One hundred ninety-one new graduate nurses in Ontario with <2 years of experience completed mail surveys in January-March 2010 and 1 year later in 2011. Path analysis using structural equation modelling was used to test the theoretical model. Participants were mostly female, working full time in medicine/surgery or critical care. All measures demonstrated acceptable reliability and validity. Path analysis results supported our hypothesized model; structural empowerment mediated the relationship between authentic leadership and nurses' relational social capital, which in turn had a negative effect on mental health symptoms and a positive effect on job satisfaction. All indirect paths in the model were significant. By creating structurally empowering work environments, authentic leaders foster relational social capital among new graduate nurses leading to positive health and retention outcomes. © 2015 John Wiley & Sons Ltd.Journal of Advanced Nursing 02/2015; DOI:10.1111/jan.12625 · 1.69 Impact Factor
- [Show abstract] [Hide abstract]
ABSTRACT: OBJECTIVE:: To examine the associations between organizational (bonding, bridging, and linking) social capital, employees' health, and employees' performance. METHODS:: Linear regression on cross-sectional data among 718 employees in two Dutch companies. RESULTS:: Organizational social capital was significantly associated with perceived health (β = 0.20; P < 0.001) and with emotional exhaustion (β = -0.34; P < 0.001). Both the health indicators, in turn, were associated with absenteeism, presenteeism, and effective personal functioning in the presumed direction, that is, better health was associated with better functioning. Especially, bonding social capital was significantly associated with health (β = 0.14; P < 0.01) and with emotional exhaustion (β = -0.26; P < 0.001). Linking social capital was associated with emotional exhaustion as well (β = -0.09; P < 0.05). CONCLUSIONS:: Organizational social capital was found to be a resource for employees' health, with meaningful business implications.Journal of occupational and environmental medicine / American College of Occupational and Environmental Medicine 03/2013; DOI:10.1097/JOM.0b013e31828acaf2 · 1.80 Impact Factor
- [Show abstract] [Hide abstract]
ABSTRACT: To develop, field test and analyse a social capital survey instrument for measuring the nursing work environment. The concept of social capital, which focuses on improving productive capacity by examining relationships and networks, may provide a promising framework to measure and evaluate the nurse work environment in a variety of settings. A survey instrument for measuring social capital in the nurse work environment was developed by adapting the World Bank's Social Capital - Integrated Questionnaire (SC-IQ). Exploratory factor analysis and multiple regression analyses were applied to assess the properties of the instrument. The exploratory factor analysis yielded five factors that align well with the social capital framework, while reflecting unique aspects of the nurse work environment. The results suggest that the social capital framework provides a promising context to assess the nurse work environment. Further work is needed to refine the instrument for a diverse range of health-care providers and to correlate social capital measures with quality of patient care. Social capital measurement of the nurse work environment has the potential to provide managers with an enhanced set of tools for building productive capacity in health-care organisations and achieving desired outcomes.Journal of Nursing Management 07/2013; 21(5):790-801. DOI:10.1111/jonm.12127 · 1.14 Impact Factor