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Relationship between Customer Satisfaction and Employee Satisfaction in Healthcare Professional Services

Research Project

Project/Area Number 26380566
Research Category

Grant-in-Aid for Scientific Research (C)

Allocation TypeMulti-year Fund
Section一般
Research Field Commerce
Research InstitutionHokkaido Pharmaceutical University School of Pharmacy

Principal Investigator

Sakurai Hidehiko  北海道薬科大学, 薬学部, 教授 (70326560)

Co-Investigator(Kenkyū-buntansha) 野呂瀬 崇彦  北海道薬科大学, 薬学部, 准教授 (30433452)
恩田 光子  大阪薬科大学, 薬学部, 准教授(移行) (60301842)
Research Collaborator SASHIMA Susumu  
Project Period (FY) 2014-04-01 – 2017-03-31
Project Status Completed (Fiscal Year 2016)
Budget Amount *help
¥3,900,000 (Direct Cost: ¥3,000,000、Indirect Cost: ¥900,000)
Fiscal Year 2016: ¥1,300,000 (Direct Cost: ¥1,000,000、Indirect Cost: ¥300,000)
Fiscal Year 2015: ¥1,430,000 (Direct Cost: ¥1,100,000、Indirect Cost: ¥330,000)
Fiscal Year 2014: ¥1,170,000 (Direct Cost: ¥900,000、Indirect Cost: ¥270,000)
Keywords顧客満足 / サービス品質 / 従業員満足 / 因果関係 / 専門サービス / 顧客志向
Outline of Final Research Achievements

Many prior studies have demonstrated that employee satisfaction increases customer satisfaction in service research. For this reason, in the service industries, companies emphasize internal services to employees. However, it is suggested that the direction of the causality is reversed in case of particular professional services.
In this study, we conducted a questionnaire survey for community pharmacists and patients, and confirmed the direction of the causality.
As a result, it was shown that customer satisfaction affects employee satisfaction, especially job satisfaction. From this point it was also thought of as a characteristic of medical professionals, suggesting that policies that enhance patient satisfaction enhance employee satisfaction and increase employee royalty to their organization.

Report

(4 results)
  • 2016 Annual Research Report   Final Research Report ( PDF )
  • 2015 Research-status Report
  • 2014 Research-status Report
  • Research Products

    (20 results)

All 2017 2016 2015 2014

All Journal Article (4 results) (of which Peer Reviewed: 4 results,  Acknowledgement Compliant: 3 results) Presentation (16 results)

  • [Journal Article] Empirical Study on Influencing Factors for Evaluation of Medical Service and Intention to Revisit of Patient Perspective in Community Pharmacies2017

    • Author(s)
      佐島進, 櫻井秀彦, 佐藤陽介, 我妻拓哉, 早瀬幸俊
    • Journal Title

      Iyakuhin Johogaku

      Volume: 18 Issue: 4 Pages: 251-260

    • DOI

      10.11256/jjdi.18.251

    • NAID

      130005450444

    • ISSN
      1345-1464, 1883-423X
    • Related Report
      2016 Annual Research Report
    • Peer Reviewed / Acknowledgement Compliant
  • [Journal Article] The Relationship between Medication Adherence and Medical-service Evaluation among Chronically-diseased Outpatients under the Separation of Prescribing and Dispensing: An Empirical Study Aiming at Reducing Unused Medicines and Promoting Family Pharmacies2016

    • Author(s)
      櫻井秀彦, 恩田光子, 野呂瀬崇彦, 柳本ひとみ, 古田精一
    • Journal Title

      Japanese Journal of Social Pharmacy

      Volume: 35 Issue: 1 Pages: 23-33

    • DOI

      10.14925/jjsp.35.1_23

    • NAID

      130005163130

    • ISSN
      0911-0585, 2188-2754
    • Related Report
      2016 Annual Research Report 2015 Research-status Report
    • Peer Reviewed / Acknowledgement Compliant
  • [Journal Article] 残薬削減のための実証研究:薬局における患者満足と服薬継続意思の影響構造の比較2016

    • Author(s)
      櫻井秀彦, 古田精一
    • Journal Title

      生活経済学研究

      Volume: 43 Pages: 1-12

    • NAID

      110010043509

    • Related Report
      2015 Research-status Report
    • Peer Reviewed / Acknowledgement Compliant
  • [Journal Article] An Investigation on Evaluation Structure of the Patient for Ingestion Instruction in Community Pharmacies2015

    • Author(s)
      佐島進, 櫻井秀彦, 我妻拓哉, 佐藤陽介, 早瀬幸俊
    • Journal Title

      Iyakuhin Johogaku

      Volume: 17 Issue: 3 Pages: 118-124

    • DOI

      10.11256/jjdi.17.118

    • NAID

      130005114582

    • ISSN
      1345-1464, 1883-423X
    • Related Report
      2015 Research-status Report
    • Peer Reviewed
  • [Presentation] Relationship Between Customer Satisfaction and Employee Satisfaction in Healthcare Professional Services2017

    • Author(s)
      Hidehiko Sakurai
    • Organizer
      Frontiers in Service Conference 2017
    • Place of Presentation
      Fordham University, New York
    • Year and Date
      2017-06-22
    • Related Report
      2016 Annual Research Report
  • [Presentation] 専門サービスの知覚品質と顧客満足ならびに従業員満足の関連性2017

    • Author(s)
      櫻井秀彦
    • Organizer
      平成28年度 第4回日本商業学会北海道部会
    • Place of Presentation
      小樽商科大学
    • Year and Date
      2017-03-18
    • Related Report
      2016 Annual Research Report
  • [Presentation] 専門サービス財の提供組織における顧客満足と従業員満足の関連性2016

    • Author(s)
      櫻井秀彦
    • Organizer
      2016 年度 生活経済学会 北海道部会
    • Place of Presentation
      北海学園大学
    • Year and Date
      2016-12-17
    • Related Report
      2016 Annual Research Report
  • [Presentation] 専門サービスにおける顧客満足と従業員満足の関連性2016

    • Author(s)
      櫻井秀彦、野呂瀬崇彦、恩田光子
    • Organizer
      第53回消費者行動研究コンファレンス
    • Place of Presentation
      専修大学
    • Year and Date
      2016-11-12
    • Related Report
      2016 Annual Research Report
  • [Presentation] 医療サービス提供組織における患者志向と職務意識の関連性2016

    • Author(s)
      櫻井秀彦
    • Organizer
      経営行動科学学会第19回年次大会
    • Place of Presentation
      明治大学
    • Year and Date
      2016-11-05
    • Related Report
      2016 Annual Research Report
  • [Presentation] 医療提供組織における職務意識と患者志向の関連性2016

    • Author(s)
      櫻井秀彦、恩田光子
    • Organizer
      第54回日本医療・病院管理学会学術総会
    • Place of Presentation
      東京医科歯科大学
    • Year and Date
      2016-09-18
    • Related Report
      2016 Annual Research Report
  • [Presentation] 医療提供組織における患者志向と職務満足、職場満足との関連性2016

    • Author(s)
      櫻井秀彦
    • Organizer
      第18回日本医療マネジメント学会学術総会
    • Place of Presentation
      福岡国際会議場
    • Year and Date
      2016-04-22
    • Related Report
      2016 Annual Research Report
  • [Presentation] 保険薬局における職務満足と患者志向の関連性の検討2015

    • Author(s)
      櫻井秀彦, 野呂瀬崇彦, 恩田光子
    • Organizer
      第10回医療の質・安全学会学術集会
    • Place of Presentation
      幕張メッセ
    • Year and Date
      2015-11-22
    • Related Report
      2015 Research-status Report
  • [Presentation] 自らの選好に基づかない消費行動への一考察:慢性疾患の服薬行動に関する実証研究2015

    • Author(s)
      櫻井秀彦、恩田光子、野呂瀬崇
    • Organizer
      第51回消費者行動研究コンファレンス
    • Place of Presentation
      小樽商科大学
    • Year and Date
      2015-11-07
    • Related Report
      2015 Research-status Report
  • [Presentation] 医薬分業下における外来慢性患者の服薬態度と医療サービス評価の関連性:残薬削減とかかりつけ薬局を志向した消費者行動論的アプローチ2015

    • Author(s)
      櫻井秀彦、恩田光子、野呂瀬崇、柳本ひとみ、古田精一
    • Organizer
      医療経済学会第10回研究大会
    • Place of Presentation
      京都大学
    • Year and Date
      2015-09-05
    • Related Report
      2015 Research-status Report
  • [Presentation] 保険薬局薬剤師の職務満足と患者志向に関する実証研究2015

    • Author(s)
      櫻井秀彦, 野呂瀬崇彦, 恩田光子
    • Organizer
      日本社会薬学会第34年会
    • Place of Presentation
      熊本大学
    • Year and Date
      2015-07-25
    • Related Report
      2015 Research-status Report
  • [Presentation] 慢性疾患における患者満足度と治療継続意思との関連性2015

    • Author(s)
      櫻井秀彦
    • Organizer
      生活経済学会第 31 回研究大会
    • Place of Presentation
      追手門学院大学
    • Year and Date
      2015-06-27 – 2015-06-28
    • Related Report
      2014 Research-status Report
  • [Presentation] 慢性疾患における患者満足度と治療継続意思との関連性2015

    • Author(s)
      櫻井秀彦
    • Organizer
      生活経済学会第31回研究大会
    • Place of Presentation
      追手門大学
    • Year and Date
      2015-06-27
    • Related Report
      2015 Research-status Report
  • [Presentation] 保険薬局における患者志向の規定因に関する実証研究2015

    • Author(s)
      櫻井秀彦
    • Organizer
      第62回北海道薬学大会
    • Place of Presentation
      札幌市コンベンションセンター
    • Year and Date
      2015-05-16 – 2015-05-17
    • Related Report
      2014 Research-status Report
  • [Presentation] 保険薬局における患者志向の規定因に関する実証研2015

    • Author(s)
      櫻井秀彦, 野呂瀬崇彦, 恩田光子
    • Organizer
      第62回北海道薬学大会
    • Place of Presentation
      熊本大学
    • Year and Date
      2015-05-16
    • Related Report
      2015 Research-status Report
  • [Presentation] 誰が情報を求めているのか:薬局の服薬情報提供場面での検討2014

    • Author(s)
      櫻井秀彦
    • Organizer
      第49回日本消費者行動研究コンファレンス
    • Place of Presentation
      明治学院大学
    • Year and Date
      2014-11-08 – 2014-11-09
    • Related Report
      2014 Research-status Report

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Published: 2014-04-04   Modified: 2018-03-22  

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