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Stress on the ward : an empirical study of the nonlinear relationship between organizational workload and service quality
Kuntz, Ludwig; Mennicken, Roman; Scholtes, Stefan - 2011
We discuss the impact of organizational workload on professional service outcomes, such as survival rates in hospitals. The prevailing view in the literature is that service quality deteriorates when organizational workload increases. In contrast, we argue that the relationship between workload...
Persistent link: https://www.econbiz.de/10009580291
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Stress on the ward : evidence of safety tipping points in hospitals
Kuntz, Ludwig; Mennicken, Roman; Scholtes, Stefan - In: Management science : journal of the Institute for … 61 (2015) 4, pp. 754-771
Persistent link: https://www.econbiz.de/10010526547
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Stress on the Ward - An Empirical Study of the Nonlinear Relationship between Organizational Workload and Service Quality
Mennicken, Roman; Kuntz, Ludwig; Scholtes, Stefan - 2011
We discuss the impact of organizational workload on professional service outcomes, such as survival rates in hospitals. The prevailing view in the literature is that service quality deteriorates when organizational workload increases. In contrast, we argue that the relationship between workload...
Persistent link: https://www.econbiz.de/10014177891