HRM is supposed to increase job satisfaction. But does it also increase client satisfaction? Sets out to discuss this issue.
Abstract
Purpose
HRM is supposed to increase job satisfaction. But does it also increase client satisfaction? Sets out to discuss this issue.
Design/methodology/approach
The unit of analysis is the home. Using data from a benchmark study among Dutch homes for elderly care, 154 homes were scored on three groups of indicators: HRM activities as experienced by employees, employee satisfaction, and client satisfaction. Scores were based on interviews with 3,542 patients and surveys of 12,193 employees.
Findings
HRM does affect job and client satisfaction. Correlations between HRM and client satisfaction were generally rather low. Employees’ satisfaction with their organisation is a better predictor of client satisfaction than job satisfaction. Job‐related training showed no relation with job satisfaction, but a clear relation with client satisfaction, while leadership style of their manager had a significant relation with job satisfaction, and a more limited one with client satisfaction. Regular performance reviews are important for job satisfaction and client satisfaction. Employee and client satisfaction can also conflict: more regular schedules increase employee satisfaction, but decrease client satisfaction.
Research limitations/implications
To decide on best practices the correlations found need to be explained. For instance, why do performance reviews correlate with employee satisfaction and with client satisfaction about employee expertise?
Practical implications
These results confirm the importance of the leadership style of line managers. Helping middle management to develop a supportive and transparent leadership style can improve employee satisfaction. The HRM activity most relevant for client satisfaction seems to be job‐related training.
Originality/value
The paper is unique in combining data on employee and client satisfaction. It is of interest both to HRM researchers and to health‐care management.
Details
Keywords
Many scholars and practitioners consider development to be as much an institutional and organizational phenomenon as it is an economic one. Among other elements, civil society is…
Abstract
Many scholars and practitioners consider development to be as much an institutional and organizational phenomenon as it is an economic one. Among other elements, civil society is a key determinant of a country’s level of social capital. Important links appear to exist between a robust associational milieu and the effective operation of democracy. However, the role of civil society organizations in human development has only recently gained attention.
Details
Keywords
M.P.E. Elbertse and L.P.A. Steenbekkers
This study aims to explore the effect of different volumes of indoor greenery on perceived stress, stress, perceived productivity, productivity and perceived workplace…
Abstract
Purpose
This study aims to explore the effect of different volumes of indoor greenery on perceived stress, stress, perceived productivity, productivity and perceived workplace satisfaction to support employees’ well-being.
Design/methodology/approach
In a cross-over experimental design, a homogeneous group of students was randomised in different orders where each participant experienced the same three conditions. Different volumes of indoor greenery were added to the experiment room (0%, 0.5% and 8%). With a Fitbit, sudoku and a questionnaire, the five variables were measured.
Findings
Findings show that perceived stress and heart rate (physical stress) are lower in the 8% condition. Productivity scores did not improve significantly, however perceived productivity did in the 8% condition. Positive trends could be seen for the variables in the 0.5% condition. Furthermore, 2/3 of the participants preferred the 8% condition, whereas the other 1/3 preferred the 0.5% condition. Overall, 1/3 of the participants mentioned that their optimal volume of greenery would be more than 0.5% but less than 8%. This research shows that the implementation of 8% indoor greenery contributes to a happier and more relaxing office place where employees get the feeling of being less stressed and more productive.
Research limitations/implications
This research found that the largest volume of plants used (8%) has the most positive effect on the variables studied in this research. This study shows that participants’ heart rate, and therefore physical stress, became lower in the 8% condition. In this 8% condition, participants experienced less stress and perceived themselves to be more productive. Besides, 2/3 of the participants preferred being in the 8% condition, suggesting that after adding this volume of indoor greenery employees will be more satisfied with their workplace.
Practical implications
Where previous research discovered that indoor greenery has a positive effect on variables like (perceived) stress, (perceived) productivity and perceived workplace satisfaction, this research also provides support for the effect of different volumes of indoor greenery. Results obtained by the spatial coverage ratio approach can be easily applied to future research and practice.
Social implications
Indoor greenery can contribute to making the office a happier and more relaxing place where employees get the feeling of being less stressed and more productive which in the long term might contribute to the overall well-being of employees.
Originality/value
To the best of the authors’ knowledge, this is the first study focusing on the effect of different volumes of indoor greenery on these five variables.