의료서비스에서 유형별 대기시간의 선행 및 결과변수 = Antecedents and Consequences of the Types of Waiting Times in Medical Services

다국어 초록 (Multilingual Abstract)

This research has classified waiting times into the three different ones according to service offering process and investigated the antecedents and consequences of types of waiting times. A service provider`s concern and customer involvement were modeled as antecedent variables and negative emotion and service value as dependent variables. The empirical results of the study are as follows. A service provider`s concern had significant influences on all the three types of waiting times whereas customer involvement was found to affect preprocess-waiting and postprocess-waiting times. Preprocess-waiting time had a significant impact on both negative emotion and service value and inprocess-waiting time only affects negative emotion. However, postprocess-waiting time had influenced none of the variables. The findings illustrate an important role of concern and involvement regarding to a customer`s perceived waiting time and relative importance of waiting types on negative emotion and service value. A summary of the results are reported and managerial implications are discussed.

참고문헌 (Reference)

1 박유식, "지각된 대기시간과 서비스생산시간이 품질평가에 미치는 영향" 2 (2): 109-133, 1999

2 황윤용, "인지-감성소구의 광고평가에 대한 사전지식과 관여도의 상대적 역할" 한국마케팅학회 4 (4): 5-, 2002

3 윤성욱, "의료접점에서 대기시간이 서비스품질과 애호도에 미치는 영향" 5 (5): 1-22, 2003

4 윤성욱, "요양병원 진료시스템에 따른 진료전문성, 편의성, 상호작용성의 역할 비교연구" 11 (11): 1-22, 2006

5 이학식, "서비스품질과 서비스가치" 1 (1): 77-99, 1999

6 통계청, "사회통계조사 보고서" 통계청 2005

7 한국소비자보호원, "병원서비스 이용자 불편사항 조사" 한국소비자보호원 2003

8 박유식, "대기시간이 서비스품질평가에 미치는 영향" 15 (15): 1-25, 2000

9 이유재, "대기가 서비스 평가에 미치는 영향에 관한 종합적 고찰" 107-137, 1996

10 김상현, "고객재구매의도 결정요인에 관한 연구:고객가치, 고객만족, 전환비용, 대안의 매력도" 한국마케팅학회 17 (17): 25-55, 2002

11 Taylor, "″Waiting for Service The Relationship Between Delays and Evaluations of Service ″ Journal of the Academy of Marketing Science" 38-48, 1994

12 Piper, "″Waiting Time in Outpatient Care A Study of Divergent Perspectives" 401-403, 1989

13 Davis M. M, "″Understanding the Roles of the Customer and the Operation for Better Queue Management ″ International Journal of Operations and Production Management" 21-34, 1994

14 Celsi, "″The Role of Involvement in Attention and Comprehension" 210-224, 1988

15 David H, "″The Psychology of Waiting Lines ″ in The Service Encounter" Lexington Lexington Books 113-123, 1985

16 Malcolm, "″The Bottom Line for Lots of Time Spent in America" 1993

17 Anderson, "″Structural Equation Modeling in Practice" 411-423, 1988

18 Folkes, "″Recent Attribution Research in Consumer Behavior ″ Journal of Consumer Research" 14 : 548-565, 1988

19 Katz, "″Prescription for the Waiting-in-line Blues" 44-53, 1991

20 Larson, "″Perspectives on Queues Social Justice and the Psychology of Queuing" (v-dec) : 895-904, 1987

21 Jay R, "″Measuring the Values of Travel Time Savings ″ Journal of Consumer Research" chrr (chrr): 360-371, 1981

22 L, "″ in The Service Encounter" Lexington Books 243-254, 1977

23 M, "″ in Services Marketing in a Changing Environment" 52-55, 1985

24 Dan, "″ How much Time Did You Wait in Line" Universite du Quebec a Montreal. 1991

25 Valarie A, "“Consumer Perceptions of Price A Means-End Model and Synthesis of Evidence ” Journal of Marketing" 2-22, 1988

26 Hui, Michael K, "What to Tell Consumers in Waits of Different Lengths: An Integrative Model of Service Evaluation" 60 : 81-90, 1996

27 Leclerc, France, "Waiting Time and Decision Marketing: Is Time Like Money" 22 : 110-119, 1995

28 Richins, "The Temporal Context of Product Involvement ″ Journal of Consumer Research" 280-285, 1986

29 Kotler P, "Marketing Management" New Jersey: Prentice-Hall. Inc. 2006

30 Jones, Peter, "Managing Perceptions of Waiting Times in Service Queues" 7 (7): 47-61, 1996

31 Pruyn, Ad, "Effects of Waiting on Satisfaction with the Service: Beyond Objective Time Measures" 15 : 321-334, 1998

32 Ford, Wendy S. Zabava, "Customer Service in Dental Offices: Analyses of Service Orientations and Waiting Time in Telephone Interactions With a Potential New Customer" 12 (12): 149-172, 2000

33 Barbin, Barry J, "Consumer Self-Regulation in a Retail Environment" 71 (71): 47-70, 1995

34 Lee, Moonkyu, "Consumer Evaluation of Fast-food Services; A Cross-National Comparison" 11 (11): 39-52, 1997

35 Anderson, James C, "Business Marketing: Under What Customer Value" 36-47, 1998

36 Cronin, J. Josepth, Jr, "A Cross-Sectional Test of the Effect and Conceptualization of Services Value" 11 (11): 375-391, 1997

37 서남규, "2004년도 건강보험제도 국민만족도 조사" 건강보험공단 142-, 2004

38 통계청, "2003년 사회통계조사 보고서" 통계청 2004