The relationships among social capital, organisational commitment and customer-oriented prosocial behaviour of hospital nurses.

Department of International Business, National Taiwan University, Taipei, Taiwan.
Journal of Clinical Nursing (Impact Factor: 1.32). 05/2011; 20(9-10):1383-92. DOI: 10.1111/j.1365-2702.2010.03672.x
Source: PubMed

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.

  • [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. · 1.45 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; · 1.88 Impact Factor
  • [Show abstract] [Hide abstract]
    ABSTRACT: To report an analysis of the concept of nurses' workplace social capital. Workplace social capital is an emerging concept in nursing with potential to illuminate the value of social relationships at work. A common definition is needed. Concept analysis. The Cumulative Index to Nursing and Allied Health Literature, PubMed, PsychINFO and ProQuest Nursing. Databases were systematically searched using the keywords: workplace social capital, employee social capital, work environment, social capital and nursing. Sources published between January 1937-November 2012 in English that described or studied social capital of nurses at work were included. A total of 668 resources were found. After removing 241 duplicates, literature was screened in two phases: (1) titles and abstracts were reviewed (n = 427); and (2) remaining data sources were retrieved and read (n = 70). Eight sources were included in the final analysis. Attributes of nurses' workplace social capital included networks of social relationships at work, shared assets and shared ways of knowing and being. Antecedents were communication, trust and positive leadership practices. Nurses' workplace social capital was associated with positive consequences for nurses, their patients and healthcare organizations. Nurses' workplace social capital is defined as nurses' shared assets and ways of being and knowing that are evident in, and available through, nurses' networks of social relationships at work. Future studies should examine and test relationships between antecedents and consequences of nurses' workplace social capital to understand this important aspect of healthy professional practice environments better.
    Journal of Advanced Nursing 09/2013; · 1.53 Impact Factor