서비스 목적에 따른 대기관리 영향요인 - 병원서비스를 중심으로 -
A Study on the Service Waiting - Focus on Medical Services
1
조회
0
다운로드
4
인용
0
참고문헌
키워드
초록
Abstract
The aims of this paper is to examine the key factor of customer satisfaction in the medical service. Especially service waiting is a significant component of the customer's overall satisfaction with the service process. For this purpose , this study proposed 6 hypotheses as follow : H1 : Waiting cost, affect on perceived service waiting, will be different between patient customer group and health care group. H2 : Controllability of the cause, affect on perceived service waiting, will be different between patient customer group and health care group. H3 : Controllability of the cause affect on perceived service waiting, will be different between patient customer group and health care group. H4 : Waiting environment, affect on perceived service waiting, will be different between patient customer group and health care group. H5 : Transaction importance, affect on perceived service waiting, will be different between patient customer group and health care group. H1 : Waiting cost, Controllability of the cause, Controllability of the cause, Waiting environment, Transaction importance, customer satisfaction will affect on service waiting significantly This study find that 1) Waiting cost and Transaction importance are significant variables to influence customer satisfaction between patient group and health care group. 2) customer satisfaction is very important variables to minimize perceived service waiting
참고문헌 (36)
- 김미라, "외래환자의 의료서비스에 대한 소비자만족척도의 개발", 소비자학연구, 14(2), pp.197~214 (2003), 한국소비자학회
- 서성한, "의료기관의 서비스 지향성이 고객만족에 미치는 영향", 고객만족경영연구, 3(2), pp.135~153 (2001)
- 박유식, "대기시간이 서비스품질평가에 미치는 영향", 마케팅연구, 15(1), pp.1~25 (2000)
- 윤성욱, "의료서비스접점에서 대기시간이 서비스품질평가와애호도에 미치는 영향", 한국마케팅저널, 5(1), pp.1~22 (2003), 한국마케팅학회
- 윤성욱, "고객지향성과 서비스제공 전·중·후 대기유형이의료서비스 품질평가에 미치는 상대적 영향", 소비자학연구, 17(4), pp.171~192 (2006), 한국소비자학회
- 조정은, "대기시간이 서비스 품질평가 및 재구매의도에 미치는 영향과 그 매개 변수 및 조절변수에 관한 연구", 경영학연구, 36(7), pp.1785~1810 (2007), 한국경영학회
- 2006년 사회통계조사 보고서, "통계청", 통계청, ~ (2007)
- Anderson, Eugene W., "Customer Satisfaction, Market Share, and Profitability : Findings From Sweden", Journal of Marketing, 58, pp.53~66 (1994)
- Bitner, M. J., "Servicescapes: The impact of physical surroundings and employee responsers", Journal of Marketing, 56, pp.71~75 (1992)
- Bolton, Ruth N., "A Multistage Model of Customers' Assessments of Service Quality and Value", Journal of Consumer Research, 17(4), pp.375~384 (1991)
- Cameron, M. A., "The effects of music, wait-length evaluation, and mood on a low-cost wait experience", Journal of Business Research, 56, pp.421~430 (2003)
- Davis, M., "How Disconfirmation, Perception and Actual Waiting Times Impact Customer Satisfaction", International Journal of Service Industry Management, 9, pp.64~73 (1998)
- Davis, M., "A Framework for Relating Waiting Time and Customer Satisfaction in Service Operation", Journal of Service Marketing, 4, pp.61~69 (1990)
- Dube-Rioux, L., "Consumers' reactions to waiting: When delays affect the perception of service quality", Advances in Consumer Research, 160, pp.59~63 (1989)
- Fiske, S., "Social Cognition" (1991), MacGraw-Hill
- Folkes, V., "A Field Study of Casual Inferences and Consumer Reaction: The View from the Airport", Journal of Consumer Research, 13, pp.534~539 (1987)
- Hornik, J., "Subjective Vs. Objective Time Measures: A note on the perception of time in the consumer behavior", Journal of Consumer Research, 11, pp.614~618 (1984)
- Houston, M., "Relationship Between Waiting in a Service Queue and Evaluations of Service Quality: A Field Theory Perspective", Psychology & Marketing, 15, pp.735~753 (1998)
- Hui, M., "What to tell consumers in waits of different lengths: An integrative model of service evaluation", Journal of Marketing, 10, pp.81~90 (1996)
- Hui, M., "How Does Waiting Duration Information Influence Customers' Reactions to Waiting for Services?,"", Journal of Applied Social psychology, 26, pp.1702~1717 (1996)
- James, A. F., "Service management for competitive advantage" (1994), McGraw-Hill
- Jones, P., "Improving service: Managing response time in hospitality operations", International Journal of Operations & Production Management, 14(5), pp.52~58 (1994)
- Katz, K., "Prescription for Waiting-in-Line Blues: Entertain, Enlighten, and Engage", Sloan Management Review, pp.44~53 (1991)
- Kostecki, M., "Waiting lines is a marketing issue", European Management Journal, 14(3), pp.295~299 (1996)
- Leclerc, F., "Waiting Time and Decision Making; Is Time Like Money?", Journal of Consumer Research, 22, pp.110~119 (1995)
- Maister, D., "The psychology of waiting lines, in The service encounter", pp.113~123 (1985), Lexington Books
- Osuna, E., "The Psychological Cost of Waiting", Journal of Mathematical Psychology, 29, pp.82~105 (1985)
- Parasuraman, A., "SERVQUAL: A Multi- Item Scale for Measuring Consumer Perceptions of Service Quality", Journal of Retaliling, 64, pp.12~40 (1988)
- Pruyn, A., "Effects of Waiting on the Satisfaction with the Service: Beyond Objective Time Measures", International Journal of Marketing, 49, pp.41~50 (1998)
- Taylor, S., "Waiting for Service:The Relationship between Delays and Evaluations of Service", Journal of Marketing, 58, pp.59~69 (1994)
- Taylor, S., "An Assessment of the Relationship between Service Quality and Customer Satisfaction in the Formation of Consumer's Purchase Intention", Journal of Retailing, 70, pp.163~178 (1994)
- Venkatesan, M, "Time Budgets and Consumer Services, in Services Marketing in a Changing Environment", pp.52~55 (1985), American Marketing Association
- Weiner, B., "Pity, Anger and Guilt: An Attributional Analysis", Personality and Social Psychology Bulletin, 8, pp.226~232 (1982)
- Whiting, A., "Managing Voice-to-Voice Encounters Reducing the Agony of Being Put on Hold", Journal of Service Research, 8, pp.232~244 (2006)
- Woodruff, R. B., "Customer Value: The Next Source for Competitive Advantage", Journal of the Academy of Marketing Science, 25(2), pp.139~153 (1997)
- Woodside, A., "Linking Service Service Quality, Customer Satisfaction and Behavioral Intention", Journal of Health Care Marketing, 52, pp.2~22 (1989)