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KMID : 0926620070120020069
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Korean Journal of Hospital Management
2007 Volume.12 No. 2 p.69 ~ p.92
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Antecedents and Consequences of the Types of Waiting Times in Medical Services
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Kim Su-Bae
Yoon Sung-Wook
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Abstract
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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.
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KEYWORD
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Concern, Customer Involvement, Types of waiting time, Negative emotion, Service value
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