병원의 서비스 회복이 공정성 지각과 행동의도에 미치는 영향
The Influence of Hospital Service Recovery to Justice Perception and Behavioral Intention
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This research analyzed correspondence effort what the hospital cope with, relation of fairness sensation, fairness and customer satisfaction which is perceived by service recovery, perceived value, hospital image and influencing relationship of future behavior intention to recover service failure. In result of the research, refund and discount among the hospital correspondence effort have a most effect on distribution fairness. This means customers show most positive response about typical output of service recovery strategy. Also, we can know importance of policy, process, tools to support customer`s complain and hospital swift response. Apologize and explanation influences to mutual relation fairness perception positively. Here is intriguing result. procedural justice in contrary with distributive justice and interactional justice doesn'`t have a positive affect to perceived value. In other words, typical reward and heartfelt apologize and explanation has positive affect to perceived value, perceived value of policy, process, tools used by decision maker doesn't have positive affect to customer`s perceived value. On the other hand, customer`s perceived value and satisfaction about perceived justice through service recovery has a positive affect to hospital image, this hospital image has positive affect to future behavior intention. There were multiple researches that can be used for all sorts of things. But, the research for hospital was insufficient. What is important is that we draw an objective research conclusion considering that hospital is one of the service company. Also, in case of medical service failure, it can be used for reference about service recovery method that customers want, and it can be helpful to improvement of medical service quality.
Abstract
This research analyzed correspondence effort what the hospital cope with, relation of fairness sensation, fairness and customer satisfaction which is perceived by service recovery, perceived value, hospital image and influencing relationship of future behavior intention to recover service failure. In result of the research, refund and discount among the hospital correspondence effort have a most effect on distribution fairness. This means customers show most positive response about typical output of service recovery strategy. Also, we can know importance of policy, process, tools to support customer`s complain and hospital swift response. Apologize and explanation influences to mutual relation fairness perception positively. Here is intriguing result. procedural justice in contrary with distributive justice and interactional justice doesn'`t have a positive affect to perceived value. In other words, typical reward and heartfelt apologize and explanation has positive affect to perceived value, perceived value of policy, process, tools used by decision maker doesn't have positive affect to customer`s perceived value. On the other hand, customer`s perceived value and satisfaction about perceived justice through service recovery has a positive affect to hospital image, this hospital image has positive affect to future behavior intention. There were multiple researches that can be used for all sorts of things. But, the research for hospital was insufficient. What is important is that we draw an objective research conclusion considering that hospital is one of the service company. Also, in case of medical service failure, it can be used for reference about service recovery method that customers want, and it can be helpful to improvement of medical service quality.
참고문헌 (34)
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