Akademik Veri Yönetim Sistemi
ACADEMIC RESEARCH AND REVIEWS IN SOCIAL SCIENCES, Sinan SÖNMEZ,Mücahit YILDIRIM, Editör, DUVAR PUBLISHING, Ankara, ss.107-139, 2021
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