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Effects of Physicians' Feelings of Empowerment & Service Quality Perceptions on Hospital Recommendations

Summary: [This abstract is based on the authors’ 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.

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  • Topics: Customer Satisfaction and Value
  • Keywords: Employee satisfaction, Empowerment, Facility management, Health care, Service quality
  • Author: Snipes, Robin L.; Loughman, Thomas; Fleck, Robert A.
  • Journal: Quality Management Journal