치과의 고객관계관리 활동과 고객의 관계몰입
Customer Relationship Management and Relationship Commitment in Dental Clinics
1
조회
0
다운로드
3
인용
0
참고문헌
키워드
초록
The purpose of this study was to examine customer relationship management service provided for customers of dental clinics and their relationship commitment in an effort to offer some information on customer relationship management by dental clinics. The subjects in this study were 206 adult residents in North Jeolla Province, on whom a self-administered survey was conducted. Customer relationship management service, satisfaction with customer relationship management service and relationship commitment were linked to one another, and the variables that affected relationship commitment were differentiated management and satisfaction with relationship management. Given the findings of the study, more research efforts should be directed into the customer relationship management of dental clinics to improve the effectiveness of it.
Abstract
The purpose of this study was to examine customer relationship management service provided for customers of dental clinics and their relationship commitment in an effort to offer some information on customer relationship management by dental clinics. The subjects in this study were 206 adult residents in North Jeolla Province, on whom a self-administered survey was conducted. Customer relationship management service, satisfaction with customer relationship management service and relationship commitment were linked to one another, and the variables that affected relationship commitment were differentiated management and satisfaction with relationship management. Given the findings of the study, more research efforts should be directed into the customer relationship management of dental clinics to improve the effectiveness of it.
참고문헌 (19)
- 이병호, "치과내원환자가 인지하는 의료서비스 품질과 고객만족, 서비스가치 및 고객충성도와의 관계분석", 보건의료산업학회지, 8(2), pp.89~100 (2014), 보건의료산업학회
- 유현식, "마케팅믹스에 대한 고객만족이 신뢰 및 관계몰입에 미치는 영향", 보건의료산업학회지, 7(3), pp.137~147 (2013), 보건의료산업학회
- J. A. Kim., "Practice Management in Dentistry", pp.73~85 (2014), DaehanNarae
- Y. H. Park., "Customer Relationship Management", pp.16~41 (2008), DaehanNarae
- J. G Anderson, "Customers of a e-Health : Patterns of Use and Barriers", Social Science Computer Review, 22(2), pp.242~248 (2004)
- R. M. Morgan., "The Commitment-trust Theory of Relationship Marketing", Journal of Marketing, 58(3), pp.20~38 (1994)
- H. J. Kim, "Influence of Airscape on Customer Satisfaction, Relationship Quality and Loyalty : Focused on Airline Industry", pp.2012
- G. Fullerton, "The Service Quality-loyalty Relationship in Retail Services : Does Commitment Matter", Journal of Retailing and Consumer Services, 12(1), pp.99~111 (2005)
- C. S. Park, "A Study on Case of CRM Marking Application in Hospital Administration", The Kosin Journal of Health Sciences, 12, pp.17~30 (2002)
- C. T. Kim, "A Study on the Effect of Introduction of Hospital CRM Business Performance", pp.2012
- J. S. Choi, "Review : A Study on the Successful Factors of Customer Relationship Management(CRM)Implementation for Customer Satisfaction in Dental Clinic", Journal of Dental Hygiene Science, 4(2), pp.61~73 (2004)
- H. A Lim, "A Study on Customers' Preference and Satisfaction upon Dental Clinics' CRM Activities", pp.2009
- Y. H. Lee, "Influence on the Customer Loyalty for Customer Relationship Management Evaluation", pp.2007
- H. Y. Kim, "Strategic Applications of CRM for Hospital Marketing", pp.2011
- S. Y. Kang, "The Effects of Hospitals’ CRM Activities on Customers’ Relationship Commitment and Customers’ Loyalty", pp.2011
- D. K. Lee, "The Development of A Scale to Measure Customer Relationship Management(CRM) in Customer Perspective", pp.2012
- E. S. Son, "Study on the Influencing Factors of Trust and Commitment in Building Effective Relationship between the Senior Consumers and the Financial Service Providers", pp.2011
- G. T. Gundlach., "The Structure of Commitment in Exchange", Journal of Marketing, 59(1), pp.78~92 (1995)
- J. P. Meyer., "A Three-component Conceptualization of Organizational Commitnent", Human Resource Management Review, 1(1), pp.61~89 (1998)