Patient Misbehavior as a Determinant of Service Performance: A Moderated-Mediation Model in the Health Care Sector of Pakistan

Abstract

By utilizing the theory of equity, the main purpose of this research to observe the role of misbehavior of patients in influencing the service performance of healthcare staff members by identifying the impact of mediator that is motivation to retaliate as well as the moderating role of emotional management (cognitive assessment and expressive repression).An exploratory survey questionnaire with the use of multi wave method review was performed with 162 worker dyad at healthcare sector of Pakistan. Formerly developed and validated actions for patient misbehavior, motivation to retaliate, emotional management and regulation, and service performance had been followed to evaluate the hypotheses. Patient misbehavior influences motivation to retaliate of employees and reason to make change in service performance. Emotion management acted as being a condition that is boundary patient misbehavior’s direct influence on payback inspiration (motivation to retaliate) as well as it is indirectly influences the service performance of employees via a motivation to retaliate. The Cognitive assessment incorporated the detrimental impacts of patient misbehavior, while the expressive repression deteriorated its results which can adversely influence. Supervisor/ manager should control and monitor the introduction of uncivil actions and misbehavior of patients to supply psychological support for staff member that is experiencing patient misbehavior and encourage these workers to utilize cognitive assessment in the place of expressive repression, as a method of emotions management According to the knowledge of researcher of study, there is no analysis that done in past to investigate the patient misbehavior; and its impacts on service performance relationship in the health care sector of Pakistan. This research sheds light on how patient misbehavior can inspire the changes in service performance among health care workers. Also, the researcher 7 utilized equity theory as opposed to the commonly used resources approaching to offer current insights which can be the patient misbehavior –service performance relationship. Keywords: patient misbehavior, service performance, motivation to retaliate, cognitive assessment, expressive repression