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題名:醫療機構對服務補救策略之研究
作者:丁秋瑤
作者(外文):Chiu-Yao Ting
校院名稱:雲林科技大學
系所名稱:管理研究所博士班
指導教授:蘇純繒
學位類別:博士
出版日期:2009
主題關鍵詞:再恵顧意向醫療機構服務補救公平性服務品質medical institutionfairnessrepatronage intentionservice qualityservice recovery
原始連結:連回原系統網址new window
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本研究主要目的為建立不同層級醫療機構之服務補救模式,並且蒐集民眾對醫療機構服務接觸產生服務失誤(service failure)者,而醫療機構提出相對應服務補救措施,來評估民眾知覺服務補救過程是否獲得公平對待,而後產生再惠顧意向。本研究應用問卷調查方式與結構模式分析,探討民眾對醫療機構的服務補救策略與再惠顧意向間的關係。本研究建立的研究模式均獲得良好的信度、效度,研究結果發現所有醫療機構層級之有形性、保證性、可靠性、反應性及體貼性正向顯著影響服務品質;所有醫療機構層級之分配公平、程序公平、互動公平正向顯著影響服務補救公平性;多數的醫療機構之服務補救公平性正向顯著影響口碑宣傳;所有醫療機構層級之服務補救公平性正向顯著影響服務滿意度;服務滿意度正向顯著影響口碑宣傳與再恵顧意向;而再恵顧意向受到服務滿意度、口碑宣傳正向顯著影響。最後根據研究結果提出理論與實務意涵,並建議未來的研究方向。
The purpose of this paper was to construct a service recovery model in different levels of medical institutions. The data collection is dedicated to the participants who had received patients complaint behavior resulted from their experiences in receiving the service failures. This study addressed to the corresponding service recovery strategy to measure patients’ perception of fairness and repatronage intention. A questionnaire and a structural equation modeling were then used to explore the relationships of interest. The findings show that fairness with service recovery of most medical institutions is related to WOM (word-of-mouth). Fairness with service recovery of all medical institutions is related to satisfaction with service recovery. Tangibles, assurance, reliability, responsiveness and empathy of all medical institutions are related to service quality. Distributive fairness, procedural fairness and interactional fairness of all medical institutions are related to fairness with service recovery. Satisfaction with service recovery is related to WOM and repatronage intention. Satisfaction with service recovery and WOM are related to repatronage intention.
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