The Study of the Non-Organizational Citizenship Behavior of Employees in Health Examination Services—The Example of Penghu Area

• Main Authors: Chiou-Mei Chen, 陳秋梅
• Other Authors: Pi-Song Kang
• Format: Others
• Language: zh-TW
• Published: 2012
• Online Access: http://ndltd.ncl.edu.tw/handle/pp766p

碩士 === 國立澎湖科技大學 === 服務業經營管理研究所碩士在職專班 === 100 === As medical technology advances at exponential speeds, the general public is nowadays used to placing higher and higher standards towards their health condition. People expect medical institutes not only to cure them of their diseases but further to help them take proper precautions and keep diseases from developing. Therefore, to meet people’s health requests, Taiwan’s medical institutes of all levels have offered varieties of health examination services, including routine as well as customized packages. Under such circumstances, voluntary services that front-line reception personnel offer to the clients will surely have a positive effect on the institute’s overall performance. Due to the lack of functional definition and construct dimensions of non-organizational citizenship behavior of medical service staff, this research reviewed the literature concerned, conducted depth interviews to subjects purposively sampled, and developed an exploratory method to analyze and evaluate health examination service personnel’s non-organizational citizenship behavior. The main findings are: (1) For egoistic purposes, service personnel tended to actively promote pain-free endoscopy (currently not covered by public health insurance) so that the public would not have a negative impression toward self-paid health examinations; (2) For service personnel’s own convenience, they tended to arrange for the clients to come to the institute multiple times to complete the tests instead of having the examinations better organized and saving the clients the extra trips. With the assistance of the research results, medical industries can improve their ways to manage health-examination service personnel. Through understanding common non-organizational citizenship behavior patterns, medical institute administrations and service personnel can develop better ways to communicate and work together for the best interests on both sides.