Patient care teams and customer satisfaction: the role of team cohesion

Abstract

Patient care teams are emerging as health care organizations continue to face resource constraints and greater demands for patient satisfaction. Although health care management researchers and managers tout the benefits of teams, findings from empirical research are mixed regarding the use of patient care teams. To gain a better understanding of patient care teams, we examined the antecedents and consequences of cohesion, one construct hypothesized to contribute to effective team performance. Previous research suggests adequacy of team training, pay equity, and acceptance of teamwork as antecedents positively associated with the team cohesion. Findings support the importance of training and a positive predisposition for teamwork to be significantly related to cohesion. Importantly, cohesion was linked to quality of patient care leading to greater levels of patient satisfaction. Implications for managers and researchers are discussed.

Citation

Deeter‐Schmelz, D.R. and Norman Kennedy, K. (2003), "Patient care teams and customer satisfaction: the role of team cohesion", Journal of Services Marketing, Vol. 17 No. 7, pp. 666-684. https://doi.org/10.1108/08876040310501232