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KMID : 1002520130070040153
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Korean Journal of Health Service Management
2013 Volume.7 No. 4 p.153 ~ p.165
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The Effects of Special Hospital Competencies on Customer Behavior Intentions
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So Kwon-Seob
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Abstract
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This study aims to analyze how the competencies of specialized hospitals affect the customer behavior intentions. The research involved 14 specialized hospitals among 42 nationwide, which are selected by the Ministry of Health and Welfare in 2007. The results of the study are below. First, the competencies of specialized hospitals are emotional attachment and customer satisfaction proved to have the significant relationship. Second, the competencies of human resources and technology-related resources has a moderating effect with accessibility while the ability of material effect doesn’t have such relation. Third, it was verified that the emotional attachment formed the customer satisfaction. Fourth, it turned out that the emotional attachment and customer satisfaction has the significant influence on customer behavior intentions. In conclusion, the competencies of specialized hospitals influences on the customer behavior intentions through the mediating effects of emotional attachment and customer satisfaction.
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KEYWORD
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Specialty Hospital Competence, Emotional Attachment, Customer Satisfaction, Customer Behavior Intentions
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