Structural Factors Analysis of Nurses' Complaint Resolution Efforts on Customer Behavior
EunJu Heo,College of Nursing, Gyeongsang National University.
MyunSook Jung,College of Nursing · Institute of Health Sciences, Gyeongsang National University.
This study is a research concerning service recovery efforts by nurses, whose purpose was to determine the effects of nurses’ service recovery justice on customers’ nursing satisfaction, negative word-of-mouth and revisit intent. As a result, it was found that distributive justice, procedural justice and interactional justice all have significantly positive(+) influences on nursing satisfaction and that distributive justice has a significantly negative(-) effect on negative word-of-mouth. Also, it was found that nursing satisfaction has a positive(+) effect on revisit intent and that negative word-of-mouth has a negative(-) influence on revisit intent. These findings suggest that it’s quite important to remove medical service dissatisfaction or customer complaints in order to ensure a better long-term management of the medical institution.
Service recovery, Nursing satisfaction, revisit intention
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