Chapter 5 Strategic Management of Internal Customers: Building Value Through Human Capital and Culture

Abstract

This paper analyzes health care as a context for building value through human capital and culture. We examine how health care managers can nurture a favorable culture for providers enabling them to focus on customer service. A case study of a large medical center examines how organization culture affects clinicians versus support and managerial staff while adversely impacting patient satisfaction and organizational costs associated with turnover and the cost of replacing personnel. An agenda for managing internal customers and organization culture is presented.

Citation

Smith, H.L., Deane Waldman, J., Hood, J.N. and Fottler, M.D. (2007), "Chapter 5 Strategic Management of Internal Customers: Building Value Through Human Capital and Culture", Blair, J.D., Fottler, M.D., Ford, E.W. and Tyge Payne, G. (Ed.) Strategic Thinking and Entrepreneurial Action in the Health Care Industry (Advances in Health Care Management, Vol. 6), Emerald Group Publishing Limited, Leeds, pp. 99-126. https://doi.org/10.1016/S1474-8231(06)06005-8