Are you monitoring my performance or bullying me? A framework for patient orientation

Abstract

As competition in the health sector increases, the burden on employees also increases. Patients, who are the customers of the healthcare industry, gain power with the development of marketing and make their own choices more easily in a competitive environment. It becomes inevitable to consider the link between the perceptions and motivations of hospital employees and outcomes for the patient. This chapter proposes a model on how performance monitoring affects patientorientation. Along with the model, relational propositions are provided. Looking at the relationship between monitoring and orientation, the moderator effects of service climate and interdependence are also considered. This model shows that practices that employees may perceive as bullying can have a negative impact on the customer, and it can negatively affect business performance in line with the effect of patient-orientation on patient satisfaction. The model will contribute to both the literature and managerial practices in the direction of a long-term research suitable for hospitals being complex workplaces. © 2024, IGI Global. All rights reserved.