The Effect of Behavioral Standardization on Improving Communication Processes of Employees with Service Recipients (Case Study: Kowsar Hospital of Shiraz)

This research investigated the effect of behavioral standardization on improving the communication processes of employees with service recipients in Kowsar Hospital of Shiraz. The satisfaction rate of service recipients was measured using standardized questionnaires for assessing service recipients in health care organizations. Also, for collecting personal information (personality type, job satisfaction and emotional intelligence), standardized questionnaires were used. 1204 people from the recruitment departments were selected as samples. Results were analyzed using Lisrel software. The results showed that emotional intelligence, job satisfaction, education, work experience and age had a positive effect on the ease of behavioral standardization but gender does not affect behavioral standardization. The results also show that behavioral standardization has a positive and significant effect on the satisfaction of the service recipients.

Keywords:

Behavioral Standardization , Service Satisfaction , Emotional Intelligence , Job Satisfaction