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Effect of Managerial Ideologies on Service Quality and Organizational Effectiveness - Focused on the Moderating Effect of Job Emotionality -  

Cho, Yung-Ho (Ajou University)
Lee, Hye-Sook (Dabos Hospital)
Seo, Hyung-Do (Ajou University)
Publication Information
Journal of Korean Society for Quality Management / v.37, no.3, 2009 , pp. 18-32 More about this Journal
Abstract
This study investigates whether the efforts of infusing managerial ideologies or organizational visions affect service quality and organizational effectiveness for emotional workers. Data for the empirical analysis were collected from employees (doctors, nurses, and so on) in 14 hospitals on a national scale. The results indicate that ideological infusion efforts have a significant and positive effect on service quality, job involvement, and organizational attachment. Interestingly, the effect of these efforts is greater than the effects of other employment conditions like wage, employment security, and social support.
Keywords
Managerial Ideology; Service Quality; Emotional Labor; Job Emotionality;
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