Healthcare employee's personality traits and service quality: Do team relationships matter?

Abstract

Abstract Background Employee personality is an important factor that affects healthcare service delivery. It appears from the literature that customers perceive employees with personality traits of conscientiousness and agreeableness as more reliable and empathetic and therefore will rank higher service quality. Relationships between team members also affect the perception of service quality. The research examined whether healthcare employees' personality traits (conscientiousness and agreeableness) are related to their perception of service quality, mediated by the quality of team relationships (trust among team members, peer support, and participation in decision-making). Methods First, 35 nurses (Israeli college students completing their BA) were asked to rate 22 items based on the Big Five Personality Traits, that most influence employee relationships. The two prominent personality traits were conscientiousness and agreeableness. Next, 174 self-administered questionnaires were completed by nurses who are college students completing their BA (72% return rate). The questionnaire examined personality traits (conscientiousness and agreeableness), service quality, and employee relationships (trust among team members, peer support, and participation in decision-making). Results The mediation model was significant [F(4, 169)=35.03, p < 0.001, R Square=0.45]. However, only trust among team members was found as a mediator between employee personality and perceptions of service quality. Conclusions Employee personality characterized by conscientiousness and agreeableness encourages trust-based employee relationship, which in turn positively affect the quality of service provided. Healthcare organizations should consider this in their human resources policies and procedures, in order to improve healthcare services. Key messages Employee's personality traits are relevant to healthcare service quality. Nurturing trust among healthcare employees may result in improved healthcare services.