Gratitude as a Mediator between Healthcare Service Quality and Engagement BehaviorGratitude as a Mediator between Healthcare Service Quality and Engagement Behavior
- Other Titles
- Gratitude as a Mediator between Healthcare Service Quality and Engagement Behavior
- Authors
- 이정기; 박성렬
- Issue Date
- 2020
- Publisher
- 한국고객만족경영학회
- Keywords
- service quality; gratitude; engagement behavior; healthcare service
- Citation
- 고객만족경영연구, v.22, no.2, pp.85 - 104
- Indexed
- KCI
- Journal Title
- 고객만족경영연구
- Volume
- 22
- Number
- 2
- Start Page
- 85
- End Page
- 104
- URI
- https://scholar.korea.ac.kr/handle/2021.sw.korea/60240
- DOI
- 10.34183/KCSMA.22.2.5
- ISSN
- 1229-859X
- Abstract
- This study explores a mechanism whereby medical service users’ engagement behavior is established. The study proposes and empirically investigates medical service customers’ gratitude as a promising factor that prompts their engagement behavior for their service providers. The study presents a research model that addresses both direct effects and indirect effects among the quality of medical service, healthcare service customers’ gratitude, and their engagement behavior. Data collection was carried out by a professional research firm in South Korea. The findings of the study present a unique insight into the understanding of healthcare service users’ post-purchase behavior and underscore the significant role of the sense of gratitude in establishing their engagement behavior. Implications for practitioners and researchers are discussed.
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Collections - College of Global Business > Global Business in Division of Convergence Business > 1. Journal Articles
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