ORGANIZATIONAL CITIZENSHIP BEHAVIOR AND ORGANIZATIONAL TRUST RELATIONSHIP: A FIELD STUDY


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Erdal N.

in: ACADEMIC RESEARCH AND REVIEWS IN SOCIAL SCIENCES, Sinan SÖNMEZ,Mücahit YILDIRIM, Editor, DUVAR PUBLISHING, Ankara, pp.107-139, 2021

  • Publication Type: Book Chapter / Chapter Vocational Book
  • Publication Date: 2021
  • Publisher: DUVAR PUBLISHING
  • City: Ankara
  • Page Numbers: pp.107-139
  • Editors: Sinan SÖNMEZ,Mücahit YILDIRIM, Editor
  • Istanbul Gelisim University Affiliated: No

Abstract

In the globalizing world, healthcare enterprises that want to compete and gain competitive advantage in an environment where competition is intense strive to meet their needs for healthcare services. The development of technology, information age, intellectual capital, contemporary management styles, increasing communication resources increase the quality of service. However, it is not sufficient to provide a competitive advantage. It is necessary to use organizational resources efficiently in order to meet the increasing needs with limited resources. Healthcare organizations implement various regulations and practices to achieve this. The success of these practices is a correct and sufficient service delivery, organization, management and manpower. The healthcare industry is a labor-intensive industry and is quite different from other sectors. Specialization and teamwork in healthcare services are very common and the service continues uninterruptedly (1). It is difficult to recruit the right personnel, bring them into the business, and even keep these personnel in the business for a long time (2). The quality of their staff is very important as they are essential structures (3). Healthcare employees have various roles towards patients. It is the interface between the company and the customer. The role has to adjust the expectations and demands (4). Therefore, concepts such as organizational trust, organizational citizenship behavior, job satisfaction, organizational commitment, organizational justice, etc. are the determinants of service delivery in enterprises