The Influence Of Patient Mistreatment On Doctors' Service-oriented Organizational Citizenship Behavior In The Public Hospitals

In recent years,the interpersonal pressure received by the public service provider from the service object has become a hot topic in the research.Among them,the improper behavior of the service object will have a great impact on the work and psychology of the public sector employees.In the public hospitals of the Republic of Belarus,doctors are those who provide public health services on behalf of the state and are public servants.In public hospitals,medical services are generally provided free of charge.In the process of providing medical services,doctors in public hospitals are subject to improper behaviors from their clients,such as impolite behavior and other similar low-quality interpersonal feedback,which bring work and psychological pressure on doctors and reduce their work efficiency.Therefore,the purpose of this paper is to explore the influence of misbehavior of patients receiving medical services in public hospitals on citizen behavior of service-oriented organizations.In every public hospital,doctors can experience misbehavior from patients.When doctors provide medical services to patients,they are subjected to some impolite behaviors and low-quality interpersonal feedback from patients,which constitutes improper treatment of doctors by patients.Nowadays,the patient mistreatment of doctors is a common phenomenon,which brings great pressure on doctors.The patients' misbehavior will bring very serious negative effects to doctors' organizational citizenship behavior with a focus on patient care and impair the quality of medical services provided by doctors.Therefore,how to reduce the misbehavior of patients and improve doctors' citizenship behavior of service-oriented public hospitals has become an important issue concerned by scholars.Service-oriented organizational citizenship behavior(SOCB)refers to that employees can effectively communicate with patients and establish a harmonious doctor-patient relationship in the process of providing services to patients.In the process of providing services,leaders of public hospitals need to know which behaviors during the service process can promote employees' OCBs and which behaviors can reduce it,so as to take corresponding management measures.Therefore,the service-oriented behavior of employees in the service process is very important,but there are few researches on this aspect in the existing literature.This paper based on customer mistreatment introduces the mistreatment by patients to explain doctors' organizational citizenship behavior with service orientation.In the research on the impact of misbehavior,most of the domestic and foreign literatures focus on employees of private enterprises,while there are relatively few studies on public sector employees.There are few studies conducted on doctors in public hospitals,and even fewer studies on belarusian culture background.The purpose of this study is to clarify the mechanism and boundary conditions of patient mistreatment on doctors' service-oriented organizational citizenship behavior in public hospitals.For this reason,through literature review,this study based on the resource conservation theory and social exchange theory,using "Stressor-Strain-Outcome" model as the analytical framework,build the patients mistreatment for public hospital doctors service oriented model of the influence of organizational citizenship behavior,and examine the emotional exhaustion variable intermediary role in the relationship,at the same time to join the perceived organizational support and public service motivation as a moderator variable,thus clear mistreatment by patient,emotional exhaustion,SOCB and the relationship between boundary conditions of the model.To verify the above hypothesis,this paper uses quantitative research methods,with belarussian public hospital doctors as the research object,explore the improper treatment of patients with influence on doctors working mood and behavior,through the 217 valid questionnaires were collected for hypothesis test,the following conclusions:(1)the research in the related demographic variables on significant difference;(2)negative impact of patient mistreatment on service-oriented OCBs;(3)emotional exhaustion plays an intermediary role in mistreatment by patient and service-oriented organizational citizenship behavior;(4)the sense of perceived organizational support and public service motivation play a regulating role between the patient improper treatment and emotional exhaustion.Through this study we reveal the influence relations,expand the "Stressor-Strain-Outcome" model of research scope,help to alleviate the mood of public hospital doctors' depletion problem,reduce mistreatment by patients,enhance the sense of perceived organizational support,improve the doctor's public service motivation,thus reducing the public hospital doctors from patients receiving personal pressure.