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MULTICULTURAL CAREGIVER TEAMS IN ELDERLY CENTRES IN MACAO: COMMUNICATION AND PERCEIVED SERVICE QUALITY

Resource type
Authors/contributors
Title
MULTICULTURAL CAREGIVER TEAMS IN ELDERLY CENTRES IN MACAO: COMMUNICATION AND PERCEIVED SERVICE QUALITY
Abstract
This study explored the effect of communication (i.e., among staff, and between staff and clients) and of cultural diversity on job satisfaction (i.e., intrinsic, extrinsic, and general) and perceived service quality of formal caregivers working in elderly services in Macao. We applied a quantitative methodology, based on a cross-sectional design using a self-response questionnaire to 162 staff in six elderly centres in Macao. Based on an extensive review of the literature, we proposed that: H1) cultural diversity is negatively related to (a) intrinsic job satisfaction, (b) extrinsic job satisfaction, (c) general job satisfaction, and (H5) negatively related to perceived competence and service quality; (H2) communication (a) among staff and (b) between staff and clients is positively related to intrinsic job satisfaction (H3) extrinsic job satisfaction, (H4) general job satisfaction, and (H6) perceived service quality; and finally that (H7) intrinsic, (H8) extrinsic, and (H9) general job satisfaction mediate the relationship between (a) cultural diversity, (b) communication among staff and (c) communication between staff and clients, and perceived service quality. We found that more communication among staff was related to higher intrinsic, extrinsic and general job satisfaction, and perceived competence and service quality. And intrinsic job satisfaction mediated the positive effect of communication among staff on perceived service quality. Opposite to predicted communication between staff and clients was related to lower levels of job satisfaction. And cultural diversity was positively related to satisfaction, as well as perceived competence and service quality. The theoretical and practical implications of findings, as well as limitations and suggestions for future research were discussed
University
University of Saint Joseph
Place
Macau
Date
2023
# of Pages
98
Language
eng
Short Title
MULTICULTURAL CAREGIVER TEAMS IN ELDERLY CENTRES IN MACAO
Library Catalog
Library Catalog (Koha)
Call Number
M-OP 2023 DOM,VIC
Notes
In Partial Fulfillment of the Requirements for the Degree of Master of Organisational Psychology in the Faculty of Health Sciences, University of Saint Joseph, Macau, June 16, 2023Supervisor : Maria Rita Silva
Citation
Mejia Dominguez, V. A. (2023). MULTICULTURAL CAREGIVER TEAMS IN ELDERLY CENTRES IN MACAO: COMMUNICATION AND PERCEIVED SERVICE QUALITY [University of Saint Joseph]. https://library-opac.usj.edu.mo/cgi-bin/koha/opac-detail.pl?biblionumber=211858