Strategic Human Resource Management of Volunteers and the Link to Hospital Patient Satisfaction
Rogers, Sean E.; Jiang, Kaifeng; Rogers, Carmen M.; Intindola, Melissa
This article uses strategic human resource management theory to consider the ways in which volunteers can potentially enhance hospital patient satisfaction. Results of a structural equation modeling analysis of multi-source data on 107 U.S. hospitals show positive associations between hospital strategy, volunteer management practices, volunteer workforce attributes, and patient satisfaction. Although no causality can be assumed, the results shed light on the volunteer–patient satisfaction relationship and have important implications for hospital leaders, volunteer administrators, and future research.
volunteers; hospitals; strategic human resource management; high-commitment work practices; HCAHPS; patient satisfaction
Required Publisher Statement: © SAGE. Final version published as: Rogers, S. E., Jiang, K., Rogers, C. M., & Intindola, M. (2015). Strategic human resource management of volunteers and the link to hospital patient satisfaction. Nonprofit and Voluntary Sector Quarterly. doi: 10.1177/0899764015596434 Reprinted with permission. All rights reserved.