The Structural Relationship of Service Component, Compliance and Switching Intention: Focus on Medical Service

Park Sung Yong; 박성용; Yoon Sung Wook; 윤성욱

doi:10.21074/kjlcap.2015.16.2.363

ISSN : 1229-8778

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The Structural Relationship of Service Component, Compliance and Switching Intention: Focus on Medical Service

Sung Yong Park
Sung Wook Yoon

The Korean Journal of Consumer and Advertising Psychology / The Korean Journal of Consumer and Advertising Psychology, (P)1229-8778;

2015, v.16 no.2, pp.363-384

https://doi.org/10.21074/kjlcap.2015.16.2.363

Park, S. Y., & Yoon, S. W. (2015). The Structural Relationship of Service Component, Compliance and Switching Intention: Focus on Medical Service. The Korean Journal of Consumer and Advertising Psychology, 16(2), 363-384, https://doi.org/10.21074/kjlcap.2015.16.2.363

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Abstract

If a customer experiences a right new service from a service provider, he/she will seek for more sustainable relationship with the company. As such to induce sustainable relationship with customers and create positive performances, a service company will need to give an image of quality set apart from competitors. The following results came out: First service satisfaction was positively affected by all the service component, core service, enabling service and enhancing service etc. Second the relation of service component and differentiation was significantly affected by enabling service and enhancing service, and the differentiation formed by service component affects service satisfaction positively. Third satisfaction of a customer in a service provided by a service company leads to increase in compliance but decrease in the customer’s intention to change service. In conclusion, the suggestions and future study directions were proposed based on the above study results.

keywords: core service, enabling service, enhancing service, differentiation, satisfaction, compliance, switching intention

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Article Contents

Vol.16 No.2

The Structural Relationship of Service Component, Compliance and Switching Intention: Focus on Medical Service

Abstract

Reference