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HBOK 1-082

Title Effects of Physicians’ Feelings of Empowerment and Service Quality Perceptions on Hospital Recommendations
Author(s) Robin L. Snipes, Thomas Loughman, and Robert A. Fleck
Source Quality Management Journal
Topic Data Analysis

Engaging and Empowering the Workforce

Abstract Using physician survey data, this study finds that physician empowerment and service quality perceptions affect whether a doctor is likely to recommend a hospital to peers, which can be used to measure physician satisfaction. Empowered physicians are more likely to recommend their hospitals. Additionally, physician empowerment can mitigate the negative effects of poor service quality perceptions on physician satisfaction.
Access Restrictions ASQ members and journal subscribers
Link for .PDF http://www.asq.org/quality-management/2010/10/customer-satisfaction-and-value/effects-of-physicians-feelings-of-empowerment-service-quality-perceptions-on-hospital-recommendations.pdf
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Reference Code 1-082

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