摘要
本文以医疗服务失误中的严重性和归因、服务补救中的结果公平和过程公平四个维度作为操作变量,以360名大学生和公司职员为研究对象,采用情景模拟法设计医院服务中12种不同的失误情景和补救情景,通过建立结构方程模型研究各维度对患者满意度、信任度和忠诚度的影响。
In this study the severity and the attribution of service failure and the distributive fair and the procedural interactive fair of service recovery were choose as four operating variables. Then, 360 undergraduate and corporation staff acted as study objects, and 12 units of scenarios of failures and recoveries about hospital service were designed. Finally, by using structural -equation model the impact of the different dimensions on patient satisfaction, trust and loyalty were investigated.
出处
《解放军医院管理杂志》
2008年第2期107-110,共4页
Hospital Administration Journal of Chinese People's Liberation Army
基金
中国博士后科学基金(2005038171)
关键词
医院
服务失误
服务补救
结构方程模型
hospital
service failure
service recovery
structural equation modeling
