ACSI模型视角下医院运送服务群体工作满意度的质性研究

Qualitative research of job satisfaction in hospital transport service groups under ACSI model perspective

目的运用ACSI模型探讨影响医院运送服务群体工作满意度的因素。方法依据ACSI模型拟定访谈题纲,通过现象学研究方法,于2023年2-6月采用目的抽样法选取南京某三级甲等医院的运送服务人员进行半结构式访谈,借助NVivo12Plus软件对访谈所得文本进行定向内容分析。结果共提炼3个主题,8个亚主题:运送工作期望(对运送工资报酬的期望、对运送工作性质的期望);运送工作感知质量(对运送工作量的感知、对运送纠纷处理困难的感知、对运送工作身体劳累的感知、对运送岗位胜任力的感知);运送工作感知价值(同等工作付出所获报酬的感知、同等报酬所需工作付出的感知)。结论运送服务群体的工作满意度受多种因素影响,各因素之间相互影响并处于动态变化之中。因此建议管理人员帮助运送员工建立合理的工作期望、采用精益化管理方式提高运送工作感知质量,从而进一步提升运送工作感知价值。

Objective To explore the factors affecting the job satisfaction of hospital delivery service groups using the ACSI model,with a view to providing reference for organizational management practice.Methods The interview outline was drawn up based on the ACSI model,and the semi-structured interviews were conducted with transport service personnel from a tertiary hospital in Nanjing using purposive sampling method through phenomenological research method,and orientation content analysis of the text of the interviews was conducted with the help of NVivo12Plus software from February to June 2023.Results A total of 3 themes and 10 sub-themes were extracted:Transportation work expectations(Expectations of transportation salary and compensation,expectations of the nature of transportation work);Perceived quality of transportation work(Perceptions of transportation workload,perceptions of difficulties in handling transportation disputes,perceptions of physical exertion in transportation work,perceptions of competence in transportation work);And perceived value of transportation work(Perceived pay for equal work,perceived work effort for equal pay).Conclusion The job satisfaction of the transportation service group is influenced by a variety of factors,which interact with each other and are in a dynamic state of change.Therefore,it is recommended that managers adopt targeted strategies to help transportation employees establish reasonable job expectations and adopt lean management to improve the perceived quality of transportation work,so as to further increase the perceived value of transportation work.