FRINK Linked Data Fragments server

Matches in SemOpenAlex for { <https://semopenalex.org/work/W240343145> ?p ?o ?g. }

• W240343145 endingPage "93" @default.
• W240343145 startingPage "78" @default.
• W240343145 abstract "IntroductionA central idea of the service profit chain is the so-called satisfaction mirror (Heskett, Sasser and Schlesinger, 1997). The satisfaction mirror refers to a strong positive correlation between employee satisfaction and satisfaction in service organizations. Service organizations only achieve employee retention and loyalty by having very satisfied employees and customers, i.e. employees and customers with affective feelings toward the organization (Heskett et al., 1997). This is in accordance with a large and growing number of case studies making a distinction between rational and emotional satisfaction. Emotional satisfaction requires a strong emotional attachment to the organization, which is also labeled as 'engagement' (Fleming and Asplund, 2007). Based on these insights, employee and engagement or emotional attachment to the organization deserve particular attention.In this study, the concept of emotional attachment of employees and customers is investigated in a hospital setting. To what extent do nurses, physicians and other employees of a hospital have affective feelings toward their organization? And is it reasonable to expect that a patient becomes 'emotionally attached to the hospital'? And finally, what impact does employees' and customers' emotional attachment have on their loyalty toward the hospital? The paper first explores the employee-organization linkage and the customer-organization linkage with emphasis on the role of emotions, including a discussion involving the importance of loyalty. Next, overview of the results of empirical study of the emotional attachment of employees and customers to a large hospital is given. The findings, limitations and managerial implications are discussed in the last section.Literature ReviewThe Customer-Organization LinkageCustomer loyalty can be defined as customer behavior characterized by a positive buying pattern during extended period (measured by means of repeat purchases, frequency of purchase, wallet share or other indicators) and driven by a positive attitude towards the company and its products and services (De Wulf, 2003). Customer loyalty is considered as important because it brings several benefits for organizations. Benefits of loyalty include reduction of marketing costs, growth of per-customer revenue, decrease in operating costs, increase in switching barriers among loyal customers, and the opportunity to build long-term and profitable relationships with the customers e.g. Morgan and Hunt, 1994; Yi and La, 2004; Kuenzel and Krolikowska, 2008; Raimondo, Miceli and Costabile, 2008; Zhang and Bloemer, 2008). Otani, Waterman, Faulkner, Boslaugh, Burroughs and Dunagan (2009) investigated loyalty in the hospital sector and found similar results: repeat customers and customers who recommend the hospital to others are crucial for hospitals to survive. Regarding the benefits of loyalty, many organizations strive toward enhancing loyalty (Yi and La, 2004). Customer loyalty, however, can only be improved by understanding its detenninants. Several researchers considered satisfaction and trust as important determinants of loyalty (Morgan and Hunt, 1994; Ferguson, Paulin and Leiriao, 2006; Zhang and Bloemer, 2008; Raimondo et al., 2008). Recent research, however, demonstrated that (affective) commitment also is important determinant of loyalty (e.g. Ferguson et al., 2006; Zhang and Bloemer, 2008).According to Morgan and Hunt (1994), commitment can be defined as an exchange partner believing that ongoing relationship with another is so important as to warrant maximum efforts at maintaining it. Raimondo et al. (2008) argue that there is considerable overlap between commitment and attitudinal loyalty. The attitudinal approach of loyalty is more recent and focuses on the cognitive, affective, and conative aspects of loyalty, such as a positive attitude toward the organization, repeat purchase intentions, and commitment to rebuy a preferred product or service in the future (Yi and La, 2004). …" @default.
• W240343145 created "2016-06-24" @default.
• W240343145 creator A5014105234 @default.
• W240343145 creator A5030589438 @default.
• W240343145 date "2010-07-01" @default.
• W240343145 modified "2023-09-26" @default.
• W240343145 title "Emotional attachment to a hospital: bringing employees and customers into the engagement zone" @default.
• W240343145 hasPublicationYear "2010" @default.
• W240343145 type Work @default.
• W240343145 sameAs 240343145 @default.
• W240343145 citedByCount "1" @default.
• W240343145 countsByYear W2403431452015 @default.
• W240343145 crossrefType "journal-article" @default.
• W240343145 hasAuthorship W240343145A5014105234 @default.
• W240343145 hasAuthorship W240343145A5030589438 @default.
• W240343145 hasConcept C122980154 @default.
• W240343145 hasConcept C136103064 @default.
• W240343145 hasConcept C140781008 @default.
• W240343145 hasConcept C144133560 @default.
• W240343145 hasConcept C146897074 @default.
• W240343145 hasConcept C15744967 @default.
• W240343145 hasConcept C162853370 @default.
• W240343145 hasConcept C17744445 @default.
• W240343145 hasConcept C191511416 @default.
• W240343145 hasConcept C2776967331 @default.
• W240343145 hasConcept C2780378061 @default.
• W240343145 hasConcept C39549134 @default.
• W240343145 hasConcept C77805123 @default.
• W240343145 hasConcept C99753626 @default.
• W240343145 hasConceptScore W240343145C122980154 @default.
• W240343145 hasConceptScore W240343145C136103064 @default.
• W240343145 hasConceptScore W240343145C140781008 @default.
• W240343145 hasConceptScore W240343145C144133560 @default.
• W240343145 hasConceptScore W240343145C146897074 @default.
• W240343145 hasConceptScore W240343145C15744967 @default.
• W240343145 hasConceptScore W240343145C162853370 @default.
• W240343145 hasConceptScore W240343145C17744445 @default.
• W240343145 hasConceptScore W240343145C191511416 @default.
• W240343145 hasConceptScore W240343145C2776967331 @default.
• W240343145 hasConceptScore W240343145C2780378061 @default.
• W240343145 hasConceptScore W240343145C39549134 @default.
• W240343145 hasConceptScore W240343145C77805123 @default.
• W240343145 hasConceptScore W240343145C99753626 @default.
• W240343145 hasIssue "3" @default.
• W240343145 hasLocation W2403431451 @default.
• W240343145 hasOpenAccess W240343145 @default.
• W240343145 hasPrimaryLocation W2403431451 @default.
• W240343145 hasRelatedWork W1824438636 @default.
• W240343145 hasRelatedWork W1969461396 @default.
• W240343145 hasRelatedWork W1999440225 @default.
• W240343145 hasRelatedWork W2040418450 @default.
• W240343145 hasRelatedWork W2106700673 @default.
• W240343145 hasRelatedWork W2146870360 @default.
• W240343145 hasRelatedWork W2155878249 @default.
• W240343145 hasRelatedWork W2282750330 @default.
• W240343145 hasRelatedWork W2406422017 @default.
• W240343145 hasRelatedWork W2495061158 @default.
• W240343145 hasRelatedWork W2589006133 @default.
• W240343145 hasRelatedWork W288358022 @default.
• W240343145 hasRelatedWork W2902463734 @default.
• W240343145 hasRelatedWork W2921086076 @default.
• W240343145 hasRelatedWork W3036356806 @default.
• W240343145 hasRelatedWork W3204014642 @default.
• W240343145 hasRelatedWork W3208128764 @default.
• W240343145 hasRelatedWork W171049824 @default.
• W240343145 hasRelatedWork W2343021003 @default.
• W240343145 hasRelatedWork W2739550015 @default.
• W240343145 hasVolume "15" @default.
• W240343145 isParatext "false" @default.
• W240343145 isRetracted "false" @default.
• W240343145 magId "240343145" @default.
• W240343145 workType "article" @default.