의료서비스 고객이 인지하는 통제력이 관계 지향적 요인에 미치는 영향Relationship Implications of Giving Medical Service Users Sense of Control
- Other Titles
- Relationship Implications of Giving Medical Service Users Sense of Control
- Authors
- 이정기
- Issue Date
- 2021
- Publisher
- 경희대학교 경영연구원
- Keywords
- perceived control; satisfaction; gratitude; engagement behavior; healthcare service; medical service
- Citation
- 의료경영학연구, v.15, no.1, pp.37 - 53
- Indexed
- KCI
- Journal Title
- 의료경영학연구
- Volume
- 15
- Number
- 1
- Start Page
- 37
- End Page
- 53
- URI
- https://scholar.korea.ac.kr/handle/2021.sw.korea/129865
- DOI
- 10.18014/hsmr.2021.15.1.37
- ISSN
- 1976-636X
- Abstract
- This study explores an alternative mechanism in which relationship drivers such as customer satisfaction, gratitude and engagement behavior are established among medical service users. Characterizing medical service encounters as potentially stressful events, this study proposes and empirically examines medical service customers’ perceived control as a promising factor that may improve their overall healthcare experiences. The study adopts a research model and a set of hypotheses in an attempt to examine the implications of giving healthcare customers control upon their service experiences. Data collection was implemented by a professional research company located in South Korea. Findings of the study reveal the importance of having customers feel a sense of control during their healthcare experience, as perceived control turns out to exert both direct and indirect influences upon their satisfaction, gratitude, and engagement behavior. Such findings of the study provide new insights for the practitioners and academics to establish and strengthen long-term relationships with medical customers.
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Collections - College of Global Business > Global Business in Division of Convergence Business > 1. Journal Articles
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