A conceptual model of nurses' goal orientation, service behavior, and service performance

Abstract

▶ Based on the conceptual framework known as the "service triangle," the authors constructed a model of nurses' goal orientation, service behavior, and service performance to investigate the antecedents and consequences of the medical service behavior provided by nurses. ▶ This cross-sectional study collected data from 127 nurses in six hospitals using a mail-in questionnaire. ▶ Analysis of the model revealed that the customer-oriented behavior of nurses had a positive influence on organizational citizenship behavior; and both of these behaviors had a significant positive influence on service performance. ▶ The results also indicate that a higher learning goal orientation among nurses was associated with the performance of both observable customer-oriented behavior and organ izational-citizenship behavior.