Effects of perceived control upon self-efficacy and satisfaction among healthcare service customersEffects of perceived control upon self-efficacy and satisfaction among healthcare service customers
- Other Titles
- Effects of perceived control upon self-efficacy and satisfaction among healthcare service customers
- Authors
- 이정기
- Issue Date
- 2019
- Publisher
- 한국고객만족경영학회
- Keywords
- perceived control; behavioral control; cognitive control; customer satisfaction; self-efficacy; healthcare services
- Citation
- 고객만족경영연구, v.21, no.2, pp.79 - 100
- Indexed
- KCI
- Journal Title
- 고객만족경영연구
- Volume
- 21
- Number
- 2
- Start Page
- 79
- End Page
- 100
- URI
- https://scholar.korea.ac.kr/handle/2021.sw.korea/70101
- DOI
- 10.34183/KCSMA.21.2.5
- ISSN
- 1229-859X
- Abstract
- This study explores an alternative approach to enhance healthcare service users’ experiences. It proposes and empirically investigates perceived control as a promising factor that would enhance medical service users’ self-efficacy and satisfaction with their healthcare experiences. It adopts a conceptual model which incorporates both antecedents and consequences of perceived control in medical service encounters. A survey research was used to collect responses from 240 South Korean consumers who reported having visited medical service institutions within the previous six months. Data analysis supported all six research hypotheses addressing the relationships among cognitive control, behavioral control, overall control, self-efficacy, and satisfaction. The findings underscore the instrumental role of perceived control on medical service users in establishing a sense of self-efficacy and experiencing satisfaction. Managerial and research implications are provided.
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Collections - College of Global Business > Global Business in Division of Convergence Business > 1. Journal Articles
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