의료서비스의 불만처리에 대한 회복공정성이 회복후가치와 회복후만족에 미치는 영향에 대한 연구
A Study on the Effect of Recovery Process on Post-Recovery Value and Post-Recovery Satisfaction in Medical Service
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The purpose of this study is to examine the impact of the service recovery process on the post-recovery service value and post-recovery satisfaction in the event of a service failure by customers using medical services. We also want to examine the relationship between service recovery process and post-recovery value, and the relationship between post-recovery value and post-recovery satisfaction. For this research, we surveyed 1,000 customers who experienced medical service failures from the hospitals located in Seoul, Incheon and Gyeonggi province. Based on these results, we intend to present strategic measures to overcome failures in medical services and induce customer satisfaction. First, it was found that four of the hospital’s five service recovery strategies (compensation, timeliness, speed, politeness, and effort) affect the service recovery process (distribution process, procedural process, and interrelation process) in the event of a service failure. In addition, only the distribution process and the interrelationship process among the service recovery processes significantly affect the post-recovery value. Finally, it was shown that post-recovery value had a significant effect on post-recovery satisfaction.
Abstract
The purpose of this study is to examine the impact of the service recovery process on the post-recovery service value and post-recovery satisfaction in the event of a service failure by customers using medical services. We also want to examine the relationship between service recovery process and post-recovery value, and the relationship between post-recovery value and post-recovery satisfaction. For this research, we surveyed 1,000 customers who experienced medical service failures from the hospitals located in Seoul, Incheon and Gyeonggi province. Based on these results, we intend to present strategic measures to overcome failures in medical services and induce customer satisfaction. First, it was found that four of the hospital’s five service recovery strategies (compensation, timeliness, speed, politeness, and effort) affect the service recovery process (distribution process, procedural process, and interrelation process) in the event of a service failure. In addition, only the distribution process and the interrelationship process among the service recovery processes significantly affect the post-recovery value. Finally, it was shown that post-recovery value had a significant effect on post-recovery satisfaction.
참고문헌 (24)
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