Resumo

MIGUEL, Susana. Professional performance at health organizations: an analytical model. Rev. Portuguesa e Brasileira de Gestão [online]. 2009, vol.8, n.4, pp.37-53. ISSN 1645-4464.

The Health Organizations must understand and satisfy the needs of its customers, giving them the most appropriated care in all possible areas and providing a high quality service. To be able to work properly, they must have the competence and knowledge of their professionals. These professionals are who will act closely and continuously with the customer. By other hand, the health professional, in order to be able to fulfill his duty, needs to be placed in an organization, with self identity, with values and specific culture, constraining its own identity, resulting in a kind of duality. This study aims to test a model which tries to analyze the influence of the service climate in the organizational and professional identifications, and the way these ones could be the of the job performance and the customer linkage behaviour. The literature had emphasized the importance of these variables but most studies had examined them in isolation. The study based on a sample of 105 nurses from a Lisbon’s hospital and the data collected were analyzed using SPSS. The results show that the service climate is, in a significantly way, 28,2 per cent of the variance of organizational identification and a 14,9 per cent of the professional identification. Together, the organizational identification and professional identification explains 36,8 per cent of variance of job performance and 37 per cent of customer linkage behaviour.

Palavras-chave : Identification; Service Climate; Job Performance; Customer-Linkage Behaviours; Health; Organization.

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