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As medical service industry is transformed into the market centered on consumers, medical service quality patients recognize is emphasized as the powerful means to ensure competitive advantage among hospitals in the fierce medical markets. Many researches have been done on the definition of medical service quality, developing a scale to measure it, patient satisfaction, hospital repurchase and oral transmission intention, but integrated studies have not been done sufficiently on the patient` cognitive emotional aspects. For these research purposes, based on service relation, service quality, physical surroundings, human services, corporate reputation, service value, emotional response, customer satisfaction and repurchase intention, this paper suggests a theoretical modeling composed of hypotheses on the relations of each theoretical variable. In addition, the moderating effect of service relationships is investigated based on the structural equation model.

gyeongyeong gwahag - hangug gyeongyeong gwahaghoe/gyeong'yeong gwahag - han'gug gyeong'yeong gwahaghoe

A Study on the Structural Relationship among Service Quality, Service Value, Reputation, Emotional Response, Customer Satisfaction and Repurchase Intention : Focused on The Moderating Effect of Service Relationship in Healthcare Services