CAJ | 학술논문

根据格式塔心理学的"认知-情感-行为"理论框架,建立了整合服务接触质量、顾客消费情感和顾客满意的概念模型,提出相应假设,并以医疗服务业为背景对该模型进行了验证.实证结果表明:医院服务接触质量包括环境主导、医生主导及护理人员主导的服务接触质量3个因子;在医院服务消费过程中,患者会同时经历积极消费情感和消极消费情感,且消极消费情感对积极消费情感有反向的影响;医院服务接触质量对患者消费情感和患者满意度都有显著的影响;积极消费情感和消极消费情感也对患者满意度有显著的影响.
근거격식탑심이학적"인지-정감-행위"이론광가,건립료정합복무접촉질량、고객소비정감화고객만의적개념모형,제출상응가설,병이의료복무업위배경대해모형진행료험증.실증결과표명:의원복무접촉질량포괄배경주도、의생주도급호리인원주도적복무접촉질량3개인자;재의원복무소비과정중,환자회동시경력적겁소비정감화소겁소비정감,차소겁소비정감대적겁소비정감유반향적영향;의원복무접촉질량대환자소비정감화환자만의도도유현저적영향;적겁소비정감화소겁소비정감야대환자만의도유현저적영향.
The theory framework of "cognition- emotion-behavior" of the Gestalt Psychology is based on to build the conceptual model to integrate service encounter quality, customer consumption emotion and customer satisfaction. Such a model is also used to raise related hypothesis and verified against the backdrop of the medical service industry. Empirical outcomes prove the following: hospital service encounter quality consists such factors as environment dominance, doctor dominance and nurse dominance; in the course of their consumption in hospitals, patients undergo at the same time positive consumption emotion and negative consumption emotion, as the latter exerts negative impacts on the positive one; hospital service encounter quality bears significant impact on both patient' s consumption emotion and patient satisfaction; positive emotion and negative emotion both bear significant impacts on patient' s satisfaction.