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의료 서비스 실패와 회복이 고객만족과 애호도에 미치는 영향

The Influence of the Medical Service Failure and Recovery Conducted on Customer Satisfaction and Loyalty

조영신
한국항공경영학회 (Aviation Management Society Of Korea)|2009.09|한국항공경영학회지 (Journal of the Aviation Management Society of Korea)|제7권 제3호|pp. 119-137

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참고문헌

주제분류경영학

초록

Abstract

This study aims at pursuing the effective recovery strategy the effects the customer satisfaction and loyalty. It examines the interrelationship between the efforts to recover the medical service failure and the customer satisfaction and loyalty, and it also tries to figure out its impact on the customer satisfaction and loyalty in accordance with the recovery type or the recovery criteria for each type of medical service failure. It also propose practical plan against medical tourist complaints in a system developed to effectively cope with the embarrassing situations.

참고문헌 (38)

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