Abstract

HERNANDEZ-VARGAS, Clara I.; LLORENS-GUMBAU, Susana  and  RODRIGUEZ-SANCHEZ, Alma M.. Healthy employees and service quality in health care settings. Anal. Psicol. [online]. 2014, vol.30, n.1, pp.247-258. ISSN 1695-2294.  https://dx.doi.org/10.6018/analesps.30.1.143631.

In this case study, we analyze the mediating role of positive affects and work engagement among efficacy beliefs and service quality (performance, commitment, perceived quality) of health professionals (N = 154) from a hospital in Valencia. Based on Healthy & Resilient Organizations Model (HERO; Salanova, Llorens, Cifre, & Martinez, 2012), structural equations and booststrapping analysis revealed that positive affect and work engagement mediates between the efficacy beliefs and service quality. Specifically, those employees with high efficacy beliefs, showed high positive affect and more work engagement, which in turn was positively related to higher service quality.

Keywords : Efficacy beliefs; positive affect; engagement; service quality; hospitals.

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