Linking Human Resources Management Practices with Commitment to Service Quality and the Interacting Role of Service Climate in the Private Hospitals: A Study in India.

ATTITUDE (Psychology); COMMITMENT (Psychology); CONCEPTUAL structures; CUSTOMER satisfaction; CORPORATE culture; STATISTICAL correlation; EMPLOYEE reviews; FACTOR analysis; HEALTH facility administration; HEALTH facility employees; PROPRIETARY hospitals; LABOR supply; MATHEMATICAL models; MEDICAL quality control; MEDICAL personnel; QUESTIONNAIRES; RESEARCH; STATISTICS; WORK environment; TEAMS in the workplace; THEORY; JOB performance; OCCUPATIONAL roles; PSYCHOSOCIAL factors; RELATIVE medical risk; RESEARCH methodology evaluation; DATA analysis software; DESCRIPTIVE statistics

This paper examines the role of service climate (SC) in the link connecting human resource management practices (HRMP) to commitment to service quality (CSQ). Data were collected from 1236 hospital staff working in different private hospitals in India. The model linking HRMP to CSQ with the moderation of SC was tested using Hayes PROCESS. Results revealed that human resource management practices found to be influencing CSQ and with the interaction of SC the effect is further augmented. The interacting role service climate has been found to be significant at mean and high levels. [ABSTRACT FROM AUTHOR]

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