earticle

영어

This research looked into the impacts of the individual job attitudes of reception window staffs working in general hospitals on their job performance. It was conducted to provide hospitals with effective human resource management and baseline data about hospital management. The subjects of this study were the emotional workers in charge of tasks such as payments, receipts, consultations for first medical examinations, issuance of certificates, procedures for hospitalization and discharges, medical consultations, reception window for the descriptions of examinations, outpatient reception window, industrial accidents and traffic accidents at 15 general hospitals in Seoul. Sampling was done with a total of 350 persons, and 319 copies were analyzed. Through a self-administered questionnaire survey, a five-point scale was used. This study aims to look into the impacts of the job attitudes of the reception staff on adaptive work performance and the effects of the adaptive work performance on job performance. In the results of the study, it was found that the job attitudes of the reception staff in charge of customer service encounters in hospitals had significant positive impacts on job performance with work performance as a mediating factor. As for the impacts of adaptive work performance on job performance, adaptive response performance and adaptive knowledge performance had impacts on that. As for the impacts of job attitude and work performance on job performance, customized responses, adaptive response performance and adaptive knowledge performance had impacts on that. Therefore, applying a customer-oriented disposition and the element of learning orientation to any future staff at the reception windows in hospitals in the recruitment, education and training of employees will be able to improve job performance.