지원사업
학술연구/단체지원/교육 등 연구자 활동을 지속하도록 DBpia가 지원하고 있어요.
커뮤니티
연구자들이 자신의 연구와 전문성을 널리 알리고, 새로운 협력의 기회를 만들 수 있는 네트워킹 공간이에요.
초록· 키워드
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As the information from today’s knowledge-based society alters the awareness of patients and provides a wider selection of medical institutions, the reality of medical institution management is struggling compared to the past. CRM was introduced to domestic hospitals as marketing strategy to dominate the competition under varying medical environment. Thus, this research invests on CRM activity types used in hospitals and the effects of CRM activities toward loyalty and switching intention. Futhermore, we investigate the mediating role of customer relationship commitment and termination in CRM activities.
The subjects in this study included three hundred customers who are using hospital settings or who had experience with using the hospital settings. The researcher collected 262 survey questionnaires from May 23th, 2011 to June first. In order to evaluate the hypothesis in this study, structural equation model was analyzed by using AMOS 18.0.
목차
등록된 정보가 없습니다.
참고문헌 (34)
참고문헌 신청
Ajzen. I. / 1991 / The Theory of Planned Behavior / Organizational Behavior and Human Decision Processes 50 : 179 ~ 211
Allen, N. J / 1990 / The measurement and antecedents of affective, continuance and normative commitment to the organization / Journal of Occupational Psychology 63 (1) : 1 ~
Ball. G. A / 1994 / Just and Unjust Punishment: Influences on Suoordinate Performance and Citizenship / Academy of Management Journal 27 (2) : 299 ~ 322
Bansal, H. S / 1997 / Investigating the Relationship Between Service Quality, Satisfaction and Switching Intentions / Developments in Marketing Science 20 : 304 ~ 313
Berry, L. L / 1991 / Marketing Service / The Free Press
Allen, N. J / 1990 / The measurement and antecedents of affective, continuance and normative commitment to the organization / Journal of Occupational Psychology 63 (1) : 1 ~
Ball. G. A / 1994 / Just and Unjust Punishment: Influences on Suoordinate Performance and Citizenship / Academy of Management Journal 27 (2) : 299 ~ 322
Bansal, H. S / 1997 / Investigating the Relationship Between Service Quality, Satisfaction and Switching Intentions / Developments in Marketing Science 20 : 304 ~ 313
Berry, L. L / 1991 / Marketing Service / The Free Press
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