Employees as reputation advocates: Dimensions of employee job satisfaction explaining employees’ recommendation intention

Hellen Gross, Stefan Ingerfurth, Jurgen Willems

Publikation: Wissenschaftliche FachzeitschriftOriginalbeitrag in FachzeitschriftBegutachtung

Abstract

Reputation is a crucial asset for service organizations, in particular when actual service quality is hard to assess, e.g. in the context of hospitals. Employees and their recommendation intentions to other professionals and potential patients are crucial in the reputation building process. Against this background, we test with a quantitative-exploratory approach, for 1,022 employees in two German hospitals, how eleven dimensions of employees’ job satisfaction explain their recommendation intention on behalf of the hospital they work. Moreover, we explore this for different employee groups. Our results show that there are different employee job satisfaction dimensions explaining recommendation intention for different employee groups such as nurses, doctors, or employees in the administrative field. We frame our findings against the broad but scattered management literature that is relevant for job satisfaction and organizational reputation, and discuss implications for practice and further research.
OriginalspracheEnglisch
Seiten (von - bis)405 - 413
FachzeitschriftJournal of Business Research
Jahrgang134
DOIs
PublikationsstatusVeröffentlicht - 2021

Österreichische Systematik der Wissenschaftszweige (ÖFOS)

  • 509018 Wissensmanagement
  • 505027 Verwaltungslehre
  • 211903 Betriebswissenschaften
  • 506009 Organisationstheorie
  • 502026 Personalmanagement
  • 605005 Publikumsforschung

Schlagwörter

  • Employee
  • Reputation
  • employee job satisfaction
  • hospital
  • job satisfaction
  • recommendation intention
  • reputation advocate
  • survey

Zitat