The Mediating Effect of Internal Service Quality on Employee Turnover--Empirical Evidence from Taiwanese Nurses_

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題名：	The Mediating Effect of Internal Service Quality on Employee Turnover--Empirical Evidence from Taiwanese Nurses
書刊名：	Academy of Taiwan Business Management Review
作者：	Hung, Jia-yi／Wong, Ho Yin／Lan, Yu-li
出版日期：	2013
卷期：	9:3
頁次：	頁82-92
主題關鍵詞：	Mediating effect；Internal service quality；Employee turnover；Nurses；Taiwan
原始連結：	連回原系統網址
相關次數：	被引用次數:期刊(0) 博士論文(0) 專書(0) 專書論文(0) 排除自我引用:0 共同引用:6 點閱:47

The purpose of this paper is to empirically test the mediating effect of internal service quality (ISQ) on employee turnover of nurses in Taiwan. The main purpose of ISQ is to treat employees as internal customers to satisfy their needs. Consequently, they will deliver the expected products and services to external customers such as patients. While various studies have examined ISQ, research gaps exist in understanding its antecedents and consequence, especially in the nursing industry. A questionnaire survey with 241 samples was gathered from five hospitals in eastern Taiwan. Structural equation modeling SEM) analysis was performed to test the theoretical model that consists of ISQ, leader-member exchange (LMX), Co-worker interaction, work atmosphere, and employee turnover. All major fit indices from SEM analysis indicate satisfactory results for both the measurement and structural models. The major contribution is the establishment of the mediating effect of ISQ on employee turnover. ISQ and LMX have direct impacts on employee turnover, while co-worker interaction and work atmosphere have only indirect impacts. To reduce employee turnover, management needs to put in effort on LMX. With greater level LMX, they can expect better co-worker interaction, work atmosphere and ISQ.

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