Citation:

Basuki Rahmat Saleh, Abd. Wahab Hasyim, Rahmat Sabuhari. "The Role of Organizational Communication and Control Systems on Hospital Organizational Performance: A Service Behavior approach as a Mediating Variable" International Research Journal of Economics and Management Studies, Vol. 4, No. 8, pp. 164-174, 2025. Crossref. http://doi.org/10.56472/25835238/IRJEMS-V4I8P117

Abstract:

This study explores the indirect influence of organizational communication and control systems on hospital organizational performance, with service behavior serving as a mediating variable. Drawing on data from healthcare professionals across multiple Central Halmahera hospital units, the findings reveal that Communication alone does not directly improve performance outcomes. Instead, Communication impacts performance when it successfully cultivates empathetic, responsive, and patient-oriented service behaviors. The study also highlights that control systems enhance their effectiveness when designed to reinforce such positive behaviors, suggesting that Communication and control must be strategically aligned with behavioral transformation to yield measurable organizational benefits. These findings contribute to a more behaviorally grounded understanding of performance management in healthcare and underscore the need for integrative Communication, control systems, and service behavior strategies in hospital settings.

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Keywords:

Organizational Communication; Service Behavior; Hospital Organizational Performance; Control Systems; Healthcare Management.