Quality of Team Service

Abstract

Consistent with cognitive cross-cultural frameworks, cultural tendencies toward field independence, corresponding team quality orientations, quality improvement focus, and patients’ratings of service quality were examined for 71 U.S. and Indonesian nursing teams, using both qualitative and quantitative methods. Results provide partial support for the hypotheses, demonstrating preliminary evidence that (a) field independence is associated with quality orientation in complex ways, and (b) quality orientations mediate the relationship between quality improvement focus and quality. These findings are discussed in terms of psychological theory, research methods, and managerial implications.