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경희대학교 경영연구원> 의료경영학연구> 의료서비스의 불만처리에 대한 회복공정성이 회복후가치와 회복후만족에 미치는 영향에 대한 연구

KCI등재

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

이광현 ( Lee Kwanghyun ) , 조아람 ( Jo A-ram ) , 이훈영 ( Lee Hoonyoung )
  • : 경희대학교 경영연구원
  • : 의료경영학연구 13권4호
  • : 연속간행물
  • : 2019년 12월
  • : 27-34(8pages)

DOI


목차

Ⅰ. 서론
Ⅱ. 이론적 배경
Ⅲ. 연구가설 및 분석방법
Ⅳ. 실증 분석
Ⅴ. 결론 및 시사점
References

키워드 보기


초록 보기


						
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.

UCI(KEPA)

간행물정보

  • : 사회과학분야  > 경영학
  • : KCI등재
  • :
  • : 계간
  • : 1976-636X
  • :
  • : 학술지
  • : 연속간행물
  • : 2007-2020
  • : 206


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발행기관 최신논문
| | | | 다운로드

1간호대학 신입생의 그릿이 학업적 자기효능감, 대학생활적응에 미치는 영향에 관한 연구

저자 : 박인숙 ( Park In-sook ) , 안성식 ( Ahn Sung-sik )

발행기관 : 경희대학교 경영연구원 간행물 : 의료경영학연구 13권 4호 발행 연도 : 2019 페이지 : pp. 1-12 (12 pages)

다운로드

(기관인증 필요)

초록보기

Recent trends of new students of College of Nursing show that they prefer choosing their major providing an easy path of employment or according to grades to having deep considerations of their aptitude or aspiration. Their satisfaction with major is decreasing for they feel burden of having to pass the national examination to obtain the license after taking classes of major subjects. As a result, the burden of studying major subjects of new students of College of Nursing gives negative influences on satisfaction with major causing halfway dropouts or maladaptation in the clinical sites after graduation. Therefore, self-efficacy and grit, the noncognitive feature predicting successful adaptation during the college life and adulthood, are coming into the spotlight.
With this in mind, this study carried out research to provide basic materials of development of educational strategies and subject and nonsubject programs allowing new students of College of Nursing to have successful adaptation of college life, by analyzing correlation among grit, academic self-efficacy and adaptation to college life of new students of College of Nursing and inquiring into the influences of grit and academic self-efficacy on their adaptation to college life. The research results demonstrate that grit and academic self-efficacy of new students give influences on their adaptation to college life.

2환자경험관리를 위한 고객의 VOC 텍스트 데이터 분석

저자 : 이영혜 ( Lee Younghye ) , 장혜정 ( Chang Hyejung )

발행기관 : 경희대학교 경영연구원 간행물 : 의료경영학연구 13권 4호 발행 연도 : 2019 페이지 : pp. 13-25 (13 pages)

다운로드

(기관인증 필요)

초록보기

This study aims to analyze the VOC (Voice of the Customer) data of hospital patients in order to induce customers' personal experience and evaluation and then provide patient-centered healthcare services. The VOC data were collected over 10 years (2007~2016) from one university hospital in Seoul, Korea. The total 20,649 VOCs were classified into four VOC types (compliments, complaints, suggestions, and inquiries) and analyzed by explanatory variables including year, season, service type, reporting channels, and reporter type. The Chi-Square tests were conducted for testing independence between explanatory variables and VOC types, using the statistical software SAS. The analyses of word frequency and word clouds were also derived using the R program. The VOC analyses resulted in statistically significant findings that distributions of VOC text types are different by year, season, service type, reporting channels, and reporter type. In addition, the word frequency and subsequent word clouds showed different personal concerns between VOC types and also between service types, respectively. The VOC analyses are expected to enable hospital managers to identity patient experiences and strategically apply them in practice. This will ultimately lead to the future of hospitals with improved patient satisfaction and higher service quality.

3의료서비스의 불만처리에 대한 회복공정성이 회복후가치와 회복후만족에 미치는 영향에 대한 연구

저자 : 이광현 ( Lee Kwanghyun ) , 조아람 ( Jo A-ram ) , 이훈영 ( Lee Hoonyoung )

발행기관 : 경희대학교 경영연구원 간행물 : 의료경영학연구 13권 4호 발행 연도 : 2019 페이지 : pp. 27-34 (8 pages)

다운로드

(기관인증 필요)

초록보기

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.

4우리나라의 원격진료에 관한 문헌 분석 : 탐색적 연구

저자 : 조다소리 ( Jo Dasoree ) , 황성완 ( Hwang Sungwan ) , 백미라 ( Baek Mira )

발행기관 : 경희대학교 경영연구원 간행물 : 의료경영학연구 13권 4호 발행 연도 : 2019 페이지 : pp. 35-51 (17 pages)

다운로드

(기관인증 필요)

초록보기

Telemedicine has advantages and controversies at the same time, which arise from the peculiarities of Korea medical system. Therefore, it is necessary to understand the nature of telemedicine, effectiveness and management methods. Telemedicine research has been conducted since 1995. In this study, a total of 65 research papers related to telemedicine published in Korean journals over the past 25 years (1995 ~ 2019) were investigated. In this study, the search keywords such as “telemedicine” and “telehealth” were used in this study in consideration of various terms referring to telemedicine.
A total of 65 research papers were reviewed by period, starting in 1995 and increasing in the early 2000s, and the largest number of studies on telemedicine from 2014 to 2016. The papers were classified into 1) telemedicine awareness and intention of consumers, 2) customer satisfaction, 3) telemedicine effectiveness analysis, and 4) legal considerations. The papers included in this study have a fundamental limitation that there is no practical analysis on the telemedicine in Korea. In order to overcome these limitations, the papers attempted to overcome the limitations of the study by conducting an overseas case study, the analyzing effectiveness of domestic demonstration cases, and simulation.
Many countries allow telemedicine to expand the scope of private health care institutions, increase access to medical care and strengthen medical capacity, while at the same time benefiting from the management of chronic diseases and the reduction of national health care costs. In Korea, as mentioned in particular, the introduction of telemedicine is inevitable due to the structure of the disease becoming chronic. Korea, one of the fastest aging countries in the world, needs to manage chronic diseases and geriatric diseases at the same time, improve the accessibility of medical vulnerable groups and solve medical vulnerable areas. Problems to be solved such as the quality of medical care, the possibility of misdiagnosis, and the leakage of personal medical information will continue to arise, but consequently, efforts to sustain medical system and solve blind spots in our society should continue.

5질환별 의료서비스 이용행태와 인공지능(A.I) 왓슨 도입 병원으로의 전환의도에 대한 영향요인 분석

저자 : 천관주 ( Cheon Kwanju ) , 신은규 ( Shine Eunkyu )

발행기관 : 경희대학교 경영연구원 간행물 : 의료경영학연구 13권 4호 발행 연도 : 2019 페이지 : pp. 53-65 (13 pages)

다운로드

(기관인증 필요)

초록보기

In recent medical field, artificial intelligence shows that medical environment is changing rapidly. Through this introduction of watson allows patients to experience a scientific approach through big data-based learning. This method shows that patients are more likely to trust and use it because Watson collects a vast amount of prior research data on medical care. The purpose of this study is to investigate the effect of demographic factors and illness intentions on the intention to use Watson service in a hospitals. For the study, 300 questionnaires were given to those who have used medical services and college students in Busan. The data from the 259 questionnaires excluding the non-response data were analyzed by T-test, ANOVA and regression analysis using the SPSS statistical program. The results of the study are as follows. Demographic factors have shown that age influences the intention to switch to Watson service in a hospitals. It shows the intention to use the conversion because there is no resistance to new medical technology such as artificial intelligence Watson, especially in the twenties. In the middle age group of the twenties, the perception and understanding of medical services such as Watson service is low and the intention to use the conversion is low. It was shown that cancer and cerebrovascular disease affects the intention of conversion to Watson - introduced hospital. It can be seen that people with serious diseases such as cancer and cerebrovascular disease are more likely to use Watson service in a hospital.

1
주제별 간행물
간행물명 수록권호

KEFe매거진
68권 0호 ~ 69권 0호

KCI등재

전문경영인연구
23권 1호 ~ 23권 1호

KCI등재

마케팅관리연구
25권 2호 ~ 25권 2호

KCI등재

한일경상논집
86권 0호 ~ 86권 0호

KCI등재

기업경영연구(구 동림경영연구)
90권 0호 ~ 90권 0호

KCI등재

고객만족경영연구
22권 1호 ~ 22권 1호

금융소비자연구
10권 1호 ~ 10권 1호

KCI등재

로지스틱스연구
28권 2호 ~ 28권 2호

KCI등재

한국항공경영학회지
18권 2호 ~ 18권 2호

KCI등재

기업경영리뷰
2권 1호 ~ 6권 2호

지방재정
2020권 1호 ~ 2020권 1호

KCI등재

해운물류연구
105권 0호 ~ 105권 0호

KCI등재

의료경영학연구
14권 1호 ~ 14권 1호

KCI등재

기업경영리뷰
7권 1호 ~ 9권 4호

혁신기업연구
3권 1호 ~ 4권 2호

KCI등재

보험학회지
122권 0호 ~ 122권 0호

KCI등재

기업경영리뷰
1권 1호 ~ 11권 1호

KCI등재

정보시스템연구
29권 1호 ~ 29권 1호

KCI등재

기업교육과 인재연구
22권 1호 ~ 22권 1호

KCI등재

금융공학연구
19권 1호 ~ 19권 1호
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