Predictors of Service Behaviors by Clinical Laboratory Scientists

Clinical Laboratory Science, Spring 2004 by Greenup, Pat

Hospital-based clinical laboratories require organizational citizenship behaviors to achieve service excellence. Such behaviors are defined as all positive organizational relevant behaviors by individuals and as one element of work performance in system-based organizations. These service quality behaviors have not been reported for clinical laboratory scientists. This empirical study examined individual factors (continuous quality improvement principles knowledge and empowerment) and a system factor (perceived organizational support) as predictors of citizenship behaviors. Obedience, participation, and loyalty were measured for 404 certified technologists/scientists working in 28 hospital-based clinical laboratories. The hypotheses tested these relationships: Higher levels of continuous quality improvement knowledge, empowerment, and perceived organizational support will be associated with higher levels of obedience, participation, and loyalty. Hierarchical regression analysis showed perceived organizational support contributed 4.5% unique variance to participation dependent on tenure type. Empowerment was a significant contributor to participation and obedience. Practitioner competence and degree of perceived impact on work related activities and outcomes were significant predictors of participation behaviors. Continuous quality improvement knowledge was not a significant predictor for any of the three dependent variables. The predictor variables in this study explained 15% variance in citizenship behaviors by participants. Service quality behaviors by the participants were more likely determined by system variables rather than individual variables. Service quality competencies and management practices that enhance or inhibit an individual's work performance should be included in didactic and clinical learning experiences for technologists.

Pat Greenup PhD, University of Alabama at Birmingham, Birmingham AL