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KMID : 0926620090140010084
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Korean Journal of Hospital Management
2009 Volume.14 No. 1 p.84 ~ p.107
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Typologies of Healthcare Service Failures and Recovery Strategies
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Kim Sung-Ho
Shin Hyun-Hee
Choi Sung-Ho
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Abstract
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In this study, the authors developed typologies of failures and recovery strategies in healthcare services, adopting the research framework of Kelley et al.(1993), Hoffman, et al.(1995), and Forbes et al.(2005). Data were collected form a sample of 559 respondents recruited in several regions of Korea through self-administered questionnaires. Data collection was done at hospitals and clinics respondents were visiting. The study has identified typologies of 21 failures and 10 recovery strategies in healthcare services. Results shows that "insufficient explanation by doctors" was the most frequent service failure followed by "insincere attitude of administrative employees" and "insincere attitude of nurses."The type of recovery (compensation) that most of the respondents have received was apology from the healthcare service providers while the recovery that most respondents wanted to receive was sufficient explanation, suggesting that there is a significant gap between what is wanted and what is offered. Implications for healthcare service providers as well as limitations of the current study were discussed. Directions for further research were also suggested.
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KEYWORD
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service failures, recoveries, healthcare services
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