Behavioral Integrity, Engagement, Organizational Citizenship Behavior, and Service Quality in a Healthcare Setting

EXECUTIVE SUMMARY In response to increased competition and outcomes transparency, healthcare delivery organizations must rely on their employees to provide superior care quality and patient service. Healthcare managers seeking to motivate employees to this end have an abundance of leadership theories, many of which are broad and overlapping, on which to base their initiatives. In this study, we looked at a relatively narrow construct: behavioral...