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The Mediating Role of Perceived Institutional Reputation in Negative Patient Behaviors as a Result of Service Experience

Year 2023, Volume: 25 Issue: 44, 348 - 363, 30.06.2023

Abstract

The aim of this study is to examine the effect of service experience on negative patient behaviors and the mediating role of corporate reputation on this effect. The research data were obtained from the adult individuals using health services in Turkey in the last year, by using the online questionnaire, using the easy probabilistic sampling method. The questionnaire form consists of four parts. The first part consists of three statements (age, gender, hospital type) containing the demographic characteristics of the participants. In the second part, negative behavioral responses scale developed by Zeithaml et al. was used. In the third part, the service experience scale developed by Boakye et al. was used. In the last part, the corporate reputation scale developed by Torres et al. was used. According to the research findings, service experience affects the behaviors of complaining (β=-0.147), negative word of mouth (β=-0.233) and switching (β=-0.165), but has no effect on interia. In addition, perceived corporate reputation has a mediating role in the effect of service experience on patient behavior. As a result, when patients experience a negative experience, they may complain, change or verbally disparage the health institution. In addition, healthcare providers can prevent negative patient behaviors if they strengthen their reputations. Therefore, healthcare institutions should strive to improve the service experience of patients and strengthen their reputations.

References

  • Akbolat, M., Amarat, M., Ünal, Ö., and Sütlü, E. S. (2022). The mediating role of hospital reputation in the effect of doctor reputation on patients loyalty. International Journal of Healthcare Management, 1–7. doi: 10.1080/20479700.2022.2062853
  • Akbolat, Mahmut, Sezer, C., Ünal, Ö., and Amarat, M. (2021). The mediating role of patient satisfaction in the effect of patient visit experiences on word-of-mouth intention. Health Marketing Quarterly,38(1), 12–22. doi: 10.1080/07359683.2021.1947080
  • Amorim, M., ve Bashashi Saghezchi, F. (2014). An investigation of service quality assessments across retail formats”. International Journal of Quality and Service Sciences, 6(3), 221–236. doi: /10.1108/ıjqss-02-2014-0015
  • Bansal, H. S., ve Voyer, P. A. (2000). Word-of-mouth processes within a service purchase decision context”. Journal of Service Research, 3(2), 166–177. doi: 10.1177/109467050032005
  • Barnett, M. L., Jermier, J. M., and Lafferty, B. A. (2006). Corporate reputation: the definitional landscape”. Corporate Reputation Review, Cilt, 9(1), 26–38. doi: 10.1057/palgrave.crr.1550012
  • Berry, L. L., Wall, E. A., and Carbone, L. P. (2006). Service clues and customer assessment of the service experience: lessons from marketing”. Academy of Management Perspectives, 20(2), 43–57. doi: 10.5465/AMP.2006.20591004
  • Boakye, K. G., Qin, H., Blankson, C., Hanna, M. D., and Prybutok, V. R. (2021). Operations-oriented strategies and patient satisfaction: the mediating effect of service experience. International Journal of Quality and Service Sciences, 13(3), 395–416. doi: 10.1108/ijqss-11-2020-0186
  • Bone, P. F. (1995). Word-of-mouth effects on short-term and long-term product judgments. Journal of Business Research, 32(3), 213–223. doi: 10.1016/0148-2963(94)00047-i
  • Bousnina, Z., ve Zaiem, I. (2019). Patient’s reaction after health-care service failure: qualitative study. International Journal of Pharmaceutical and Healthcare Marketing, 13(1), 68–83. doi: 10.1108/ijphm-08-2017- 0047
  • Bozkurt, Ö., ve Yurt, İ (2015). Kurumsal İtibar Yönetimi Algısının Örgütsel Bağlılık Üzerindeki Etkisi: Akademik Personel Üzerine Bir Araştırma. Uluslararası İktisadi ve İdari İncelemeler Dergisi, (15). doi: 10.18092/ijeas.51243
  • Bravo, R., Martinez, E., and Pina, J. M. (2019). Effects of service experience on customer responses to a hotel chain. International Journal of Contemporary Hospitality Management, 31(1), 389–405. doi: 10.1108/ijchm-09- 2017-0569
  • Cengiz, H., ve Özkara, B. Y. (2016). The effects of materialism, self-congruity, individualism on attitude toward and intention to share personalized advertisement on social network sites. Business & Management Studies: An International Journal, 4(1), 24–47. doi: 10.15295/bmij.v4i1.131
  • Chun, R. (2005). Corporate reputation: Meaning and measurement. International Journal of Management Reviews, 7(2), 91–109. doi: 10.1111/j.1468-2370.2005.00109.x
  • Day R. L., Landon E. L. (1977) Toward a theory of consumer complaining behavior. İçinde: Woodside A., Sheth J., Bennet P. (Eds) Consumer and industrial buying behavior. North Holland, New York
  • Deniz, S. (2020). The relationship between perception of corporate reputation and turnover intention: Results from Turkey. Journal of Health Management, 22(1), 103–113. doi: 10.1177/0972063420909200
  • Deshwal, P., and Bhuyan, P. (2018). Cancer patient service experience and satisfaction. International Journal of Healthcare Management, 11(2), 88–95. doi: 10.1080/20479700.2016.1238601
  • Edvardsson, B. (2005). Service quality: beyond cognitive assessment”. Managing Service Quality, 15(2), 127– 131. doi: /10.1108/09604520510585316
  • Fombrun, C. J. (1996). Reputation: Realizing Value From the Corporate Image. Harvard Business Scholl Press.
  • Grewal, D., Levy, M., and Kumar, V. (2009). Customer experience management in retailing: An organizing framework. Journal of Retailing, 85(1), 1–14. doi: 10.1016/j.jretai.2009.01.001
  • Gülmez, M. (2010). Ağızdan Ağıza İletişim ve Pazarlama. Varinli ve Çatı (Editörler), Güncel Pazarlama Yaklaşımlarından Seçmeler içinde Detay Yayıncılık: Ankara
  • Hefner, J. L., McAlearney, A. S., Spatafora, N., and Moffatt-Bruce, S. D. (2019). Beyond patient satisfaction: Optimizing the patient experience. Advances in Health Care Management, 18. doi: 10.1108/S1474- 823120190000018010
  • Herr, P. M., Kardes, F. R., and Kim, J. (1991). Effects of word-of-mouth and product-attribute information on persuasion: An accessibility-diagnosticity perspective. The Journal of Consumer Research, 17(4), 454. doi: 10.1086/208570
  • Holbrook, M. B., ve Hirschman, E. C. (1982). The experiential aspects of consumption: Consumer fantasies, feelings, and fun. The Journal of Consumer Research, 9(2), 132. doi: 10.1086/208906
  • Hossain, M. S., Yahya, S. B., & Khan, M. J. (2019). The effect of corporate social responsibility (CSR) health-care services on patients’ satisfaction and loyalty-a case of Bangladesh. Social Responsibility Journal. doi: 10.1108/SRJ-01-2018-0016
  • Inman, J. J., Dyer, J. S., ve Jia, J. (1997). A generalized utility model of disappointment and regret effects on post-choice valuation. Marketing Science, 16(2), 97–111. doi: 10.1287/mksc.16.2.97
  • Islam, T., Islam, R., Pitafi, A. H., Xiaobei, L., Rehmani, M., Irfan, M., and Mubarak, M. S. (2021). The impact of corporate social responsibility on customer loyalty: The mediating role of corporate reputation, customer satisfaction, and trust. Sustainable Production and Consumption, 25, 123–135. doi: 10.1016/j.spc.2020.07.019
  • Jaakkola, E., Helkkula, A., ve Aarikka-Stenroos, L. (2015). Service experience co-creation: conceptualization, implications, and future research directions”. Journal of Service Management, 26(2), 182–205. https://doi.org/10.1108/JOSM-12-2014-0323
  • Karagöz, Y. (2014), “SPSS 21.1 Uygulamalı Biyoistatistik”, Nobel Yayın Dağıtım, Ankara
  • Kaur, P., ve Sharma, S. K. (2015). A measure of consumer complaining behaviour in service çindustry: scale validation. Paradigm, 19(1), 37–51. doi: 10.1177/0971890715585200
  • Khadir, F., Swamynathan, R., ve Ali, A. M. (2016). Antecedents of inpatient complaining behavior. Studies on Ethno-Medicine, 10(3), 325–335. doi: 10.1080/09735070.2016.11905504
  • Klaus, P., ve Maklan, S. (2012). EXQ: a multiple-item scale for assessing service experience. Journal of Service Management, 23(1), 5–33. doi: /10.1108/09564231211208952
  • Li, T., Liu, F., ve Soutar, G. N. (2021). Experiences, post-trip destination image, satisfaction and loyalty: a study in an ecotourism context”. Journal of Destination Marketing and Management, 19. doi: 10.1016/j.jdmm.2020.100547
  • Maute, M. F., ve Forrester, W. R., Jr. (1993). The structure and determinants of consumer complaint intentions and behavior. Journal Of Economic Psychology, 14(2), 219–247. doi: /10.1016/0167-4870(93)90001-2
  • Osei-Frimpong, K., Wilson, A., and Owusu-Frimpong, N. (2015). Service experiences and dyadic value co- creation in healthcare service delivery: a CIT approach”. Journal of Service Theory and Practice, 25(4), 443– 462. doi: /10.1108/JSTP-03-2014-0062
  • Öter, V., ve Südaş, H. D. (2017). Algılanan Hizmet Kalitesinin Hasta Bağlılığı Üzerine Etkisi: Devlet Hastanesi Üzerine Bir İnceleme. Çukurova Üniversitesi İktisadi ve İdari Bilimler Fakültesi Dergisi, 21(2), 43–57.
  • Özaslan, Y., ve Uygur, S. M. (2014). Negatif ağızdan ağıza iletişim (Wom) ve elektronik ağızdan ağıza iletişim (E-Wom): Yiyecek-içecek işletmelerine yönelik bir araştırma. Ataturk University Journal of Economics & Administrative Sciences, 3.
  • Özkan, O. (2017). Sağlık hizmetlerinde hasta odaklı yaklaşım: hasta katılımı. Hitit Üniversitesi Sosyal Bilimler Enstitüsü Dergisi, 10(2), 1759-1770. doi: 10.17218/hititsosbil.295427
  • Ro, H. (2014). Complaint, patience, and neglect: responses to a dissatisfying service experience. Service Business, 8(2), 197–216. doi: 10.1007/s11628-013-0193-y
  • Sandström, S., Edvardsson, B., Kristensson, P., ve Magnusson, P. (2008). Value in use through service experience. Managing Service Quality. An International Journal, 18(2), 112–126. doi: 10.1108/09604520810859184
  • Singh, J. (1988). Consumer Complaint Intentions and Behavior: Definitional and Taxonomical Issues. Journal of Marketing, 52(1), 93. doi: 10.2307/1251688
  • Smith, R. C., ve Hoppe, R. B. (1991). The patient’s story: integrating the patient- and physician-centered approaches to interviewing. Annals of Internal Medicine,115(6), 470–477. doi: 10.7326/0003-4819-115-6-470
  • Taylor, K. (1997). A regret theory approach to assessing consumer satisfaction. Marketing letters, 8(2), 229- 238. doi: 10.1023/A:1007966621364
  • Torres, E., Vasquez-Parraga, A. Z., ve Barra, C. (2009). The path of patient loyalty and the role of doctor reputation. Health Marketing Quarterly, 26(3), 183-197. doi: 10.1080/07359680903263565
  • Tosun, N. (2019). Kuruma güven ve algılanan hizmet kalitesinin müşteri memnuniyeti ve davranışsal niyete etkilerinin ölçülmesinde şikâyet yönetiminin aracılık rolü: Bir üniversite hastanesi örneği. (Doktora Tezi). İstanbul Üniversitesi Sağlık Bilimleri Enstitüsü, İstanbul.
  • TÜİK. (2022). https://www.tuik.gov.tr adresinden 19 Aralık 2022 tarihinde alınmıştır.
  • Um, K. H., ve Lau, A. K. W. (2018). Healthcare service failure: how dissatisfied patients respond to poor service quality. International Journal of Operations & Production Management, 38(5), 1245–1270. doi: 10.1108/ijopm- 11-2016-0669
  • Verhoef, P. C., Lemon, K. N., Parasuraman, A., Roggeveen, A., Tsiros, M., and Schlesinger, L. A. (2009). Customer experience creation: Determinants, dynamics and management strategies.Journal of Retailing,85(1), 31–41. doi: 10.1016/j.jretai.2008.11.001
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  • Walker, K. (2010). A systematic review of the corporate reputation literature: Definition, measurement, and theory. Corporate Reputation Review, 12(4), 357–387. doi: 10.1057/crr.2009.26
  • Zeelenberg, M., ve Pieters, R. (2004). Beyond valence in customer dissatisfaction: A review and new findings on behavioral responses to regret and disappointment in failed services.Journal of Business Research,57(4), 445–455. doi: 10.1016/S0148-2963(02)00278-3
  • Zeithaml, V. A., Berry, L. L., ve Parasuraman, A. (1996). The behavioral consequences of service quality”. Journal of Marketing, 60(2), 31–46. doi: 10.1177/002224299606000203
  • Zengin, Y., Divanoğlu, S. U., ve Sağlam, Ş. (2022). Sosyal Medya, Algılanan Kalite Ve Ağızdan Ağıza İletişimin Hastane Marka İmajıyla İlişkisi. Pamukkale Üniversitesi Sosyal Bilimler Enstitüsü Dergisi, 49, 23–41. doi: /10.30794/pausbed.992507

Hizmet Deneyimi Sonucu Olumsuz Hasta Davranışlarında Algılanan Kurumsal İtibarın Aracı Rolü

Year 2023, Volume: 25 Issue: 44, 348 - 363, 30.06.2023

Abstract

Bu araştırmanın amacı, hizmet deneyiminin, olumsuz hasta davranışlarına olan etkisi ve kurumsal itibarın bu etki üzerindeki aracı rolünü incelemektir. Araştırma verileri Türkiye’de son bir yıl içerisinde sağlık hizmeti kullanan yetişkin bireylerden kolayda olasılıklı örneklem yöntemi kullanılarak çevrimiçi anketile elde edilmiştir. Araştırma kapsamında 844 katılımcıya ulaşılmıştır. Anket formu dört bölümden oluşmaktadır. İlk bölüm, katılımcıların demografik özelliklerini içeren üç ifadeden (yaş, cinsiyet, hastane türü) oluşmaktadır. İkinci bölümde Zeithaml ve diğerleri tarafından geliştirmiş olumsuz davranış tepkileri ölçeği kullanılmıştır. Üçüncü bölümde Boakye ve diğerleri geliştirdiği hizmet deneyimi ölçeği kullanılmıştır. Son bölümde ise Torres ve diğerleri tarafından geliştirilen kurumsal itibar ölçeği kullanılmıştır. Araştırma bulgularına göre hizmet deneyimi, şikâyet etme (β=-0.147), olumsuz ağızdan ağıza iletişim (β=-0.233) ve kurum değiştirme (β=-0.165) davranışlarını etkilemekte fakat eylemsizlik üzerinde bir etkiye sahip değildir. Ayrıca hizmet deneyiminin hasta davranışına olan etkisinde algılanan kurumsal itibarın aracı rolü bulunmaktadır. Sonuç olarak hastalar olumsuz bir deneyim yaşadıklarında, sağlık kurumunu şikâyet edebilir, değiştirebilir veya sözlü olarak çevresine kötüleyebilir. Ayrıca sağlık hizmeti sunan kurumlar, itibarlarını güçlendirdiği takdirde olumsuz hasta davranışlarını engelleyebilir. Dolayısıyla sağlık kurumları, hastaların hizmet deneyimlerini iyileştirmek için çaba göstermeli ve itibarlarını güçlendirmelidir.

References

  • Akbolat, M., Amarat, M., Ünal, Ö., and Sütlü, E. S. (2022). The mediating role of hospital reputation in the effect of doctor reputation on patients loyalty. International Journal of Healthcare Management, 1–7. doi: 10.1080/20479700.2022.2062853
  • Akbolat, Mahmut, Sezer, C., Ünal, Ö., and Amarat, M. (2021). The mediating role of patient satisfaction in the effect of patient visit experiences on word-of-mouth intention. Health Marketing Quarterly,38(1), 12–22. doi: 10.1080/07359683.2021.1947080
  • Amorim, M., ve Bashashi Saghezchi, F. (2014). An investigation of service quality assessments across retail formats”. International Journal of Quality and Service Sciences, 6(3), 221–236. doi: /10.1108/ıjqss-02-2014-0015
  • Bansal, H. S., ve Voyer, P. A. (2000). Word-of-mouth processes within a service purchase decision context”. Journal of Service Research, 3(2), 166–177. doi: 10.1177/109467050032005
  • Barnett, M. L., Jermier, J. M., and Lafferty, B. A. (2006). Corporate reputation: the definitional landscape”. Corporate Reputation Review, Cilt, 9(1), 26–38. doi: 10.1057/palgrave.crr.1550012
  • Berry, L. L., Wall, E. A., and Carbone, L. P. (2006). Service clues and customer assessment of the service experience: lessons from marketing”. Academy of Management Perspectives, 20(2), 43–57. doi: 10.5465/AMP.2006.20591004
  • Boakye, K. G., Qin, H., Blankson, C., Hanna, M. D., and Prybutok, V. R. (2021). Operations-oriented strategies and patient satisfaction: the mediating effect of service experience. International Journal of Quality and Service Sciences, 13(3), 395–416. doi: 10.1108/ijqss-11-2020-0186
  • Bone, P. F. (1995). Word-of-mouth effects on short-term and long-term product judgments. Journal of Business Research, 32(3), 213–223. doi: 10.1016/0148-2963(94)00047-i
  • Bousnina, Z., ve Zaiem, I. (2019). Patient’s reaction after health-care service failure: qualitative study. International Journal of Pharmaceutical and Healthcare Marketing, 13(1), 68–83. doi: 10.1108/ijphm-08-2017- 0047
  • Bozkurt, Ö., ve Yurt, İ (2015). Kurumsal İtibar Yönetimi Algısının Örgütsel Bağlılık Üzerindeki Etkisi: Akademik Personel Üzerine Bir Araştırma. Uluslararası İktisadi ve İdari İncelemeler Dergisi, (15). doi: 10.18092/ijeas.51243
  • Bravo, R., Martinez, E., and Pina, J. M. (2019). Effects of service experience on customer responses to a hotel chain. International Journal of Contemporary Hospitality Management, 31(1), 389–405. doi: 10.1108/ijchm-09- 2017-0569
  • Cengiz, H., ve Özkara, B. Y. (2016). The effects of materialism, self-congruity, individualism on attitude toward and intention to share personalized advertisement on social network sites. Business & Management Studies: An International Journal, 4(1), 24–47. doi: 10.15295/bmij.v4i1.131
  • Chun, R. (2005). Corporate reputation: Meaning and measurement. International Journal of Management Reviews, 7(2), 91–109. doi: 10.1111/j.1468-2370.2005.00109.x
  • Day R. L., Landon E. L. (1977) Toward a theory of consumer complaining behavior. İçinde: Woodside A., Sheth J., Bennet P. (Eds) Consumer and industrial buying behavior. North Holland, New York
  • Deniz, S. (2020). The relationship between perception of corporate reputation and turnover intention: Results from Turkey. Journal of Health Management, 22(1), 103–113. doi: 10.1177/0972063420909200
  • Deshwal, P., and Bhuyan, P. (2018). Cancer patient service experience and satisfaction. International Journal of Healthcare Management, 11(2), 88–95. doi: 10.1080/20479700.2016.1238601
  • Edvardsson, B. (2005). Service quality: beyond cognitive assessment”. Managing Service Quality, 15(2), 127– 131. doi: /10.1108/09604520510585316
  • Fombrun, C. J. (1996). Reputation: Realizing Value From the Corporate Image. Harvard Business Scholl Press.
  • Grewal, D., Levy, M., and Kumar, V. (2009). Customer experience management in retailing: An organizing framework. Journal of Retailing, 85(1), 1–14. doi: 10.1016/j.jretai.2009.01.001
  • Gülmez, M. (2010). Ağızdan Ağıza İletişim ve Pazarlama. Varinli ve Çatı (Editörler), Güncel Pazarlama Yaklaşımlarından Seçmeler içinde Detay Yayıncılık: Ankara
  • Hefner, J. L., McAlearney, A. S., Spatafora, N., and Moffatt-Bruce, S. D. (2019). Beyond patient satisfaction: Optimizing the patient experience. Advances in Health Care Management, 18. doi: 10.1108/S1474- 823120190000018010
  • Herr, P. M., Kardes, F. R., and Kim, J. (1991). Effects of word-of-mouth and product-attribute information on persuasion: An accessibility-diagnosticity perspective. The Journal of Consumer Research, 17(4), 454. doi: 10.1086/208570
  • Holbrook, M. B., ve Hirschman, E. C. (1982). The experiential aspects of consumption: Consumer fantasies, feelings, and fun. The Journal of Consumer Research, 9(2), 132. doi: 10.1086/208906
  • Hossain, M. S., Yahya, S. B., & Khan, M. J. (2019). The effect of corporate social responsibility (CSR) health-care services on patients’ satisfaction and loyalty-a case of Bangladesh. Social Responsibility Journal. doi: 10.1108/SRJ-01-2018-0016
  • Inman, J. J., Dyer, J. S., ve Jia, J. (1997). A generalized utility model of disappointment and regret effects on post-choice valuation. Marketing Science, 16(2), 97–111. doi: 10.1287/mksc.16.2.97
  • Islam, T., Islam, R., Pitafi, A. H., Xiaobei, L., Rehmani, M., Irfan, M., and Mubarak, M. S. (2021). The impact of corporate social responsibility on customer loyalty: The mediating role of corporate reputation, customer satisfaction, and trust. Sustainable Production and Consumption, 25, 123–135. doi: 10.1016/j.spc.2020.07.019
  • Jaakkola, E., Helkkula, A., ve Aarikka-Stenroos, L. (2015). Service experience co-creation: conceptualization, implications, and future research directions”. Journal of Service Management, 26(2), 182–205. https://doi.org/10.1108/JOSM-12-2014-0323
  • Karagöz, Y. (2014), “SPSS 21.1 Uygulamalı Biyoistatistik”, Nobel Yayın Dağıtım, Ankara
  • Kaur, P., ve Sharma, S. K. (2015). A measure of consumer complaining behaviour in service çindustry: scale validation. Paradigm, 19(1), 37–51. doi: 10.1177/0971890715585200
  • Khadir, F., Swamynathan, R., ve Ali, A. M. (2016). Antecedents of inpatient complaining behavior. Studies on Ethno-Medicine, 10(3), 325–335. doi: 10.1080/09735070.2016.11905504
  • Klaus, P., ve Maklan, S. (2012). EXQ: a multiple-item scale for assessing service experience. Journal of Service Management, 23(1), 5–33. doi: /10.1108/09564231211208952
  • Li, T., Liu, F., ve Soutar, G. N. (2021). Experiences, post-trip destination image, satisfaction and loyalty: a study in an ecotourism context”. Journal of Destination Marketing and Management, 19. doi: 10.1016/j.jdmm.2020.100547
  • Maute, M. F., ve Forrester, W. R., Jr. (1993). The structure and determinants of consumer complaint intentions and behavior. Journal Of Economic Psychology, 14(2), 219–247. doi: /10.1016/0167-4870(93)90001-2
  • Osei-Frimpong, K., Wilson, A., and Owusu-Frimpong, N. (2015). Service experiences and dyadic value co- creation in healthcare service delivery: a CIT approach”. Journal of Service Theory and Practice, 25(4), 443– 462. doi: /10.1108/JSTP-03-2014-0062
  • Öter, V., ve Südaş, H. D. (2017). Algılanan Hizmet Kalitesinin Hasta Bağlılığı Üzerine Etkisi: Devlet Hastanesi Üzerine Bir İnceleme. Çukurova Üniversitesi İktisadi ve İdari Bilimler Fakültesi Dergisi, 21(2), 43–57.
  • Özaslan, Y., ve Uygur, S. M. (2014). Negatif ağızdan ağıza iletişim (Wom) ve elektronik ağızdan ağıza iletişim (E-Wom): Yiyecek-içecek işletmelerine yönelik bir araştırma. Ataturk University Journal of Economics & Administrative Sciences, 3.
  • Özkan, O. (2017). Sağlık hizmetlerinde hasta odaklı yaklaşım: hasta katılımı. Hitit Üniversitesi Sosyal Bilimler Enstitüsü Dergisi, 10(2), 1759-1770. doi: 10.17218/hititsosbil.295427
  • Ro, H. (2014). Complaint, patience, and neglect: responses to a dissatisfying service experience. Service Business, 8(2), 197–216. doi: 10.1007/s11628-013-0193-y
  • Sandström, S., Edvardsson, B., Kristensson, P., ve Magnusson, P. (2008). Value in use through service experience. Managing Service Quality. An International Journal, 18(2), 112–126. doi: 10.1108/09604520810859184
  • Singh, J. (1988). Consumer Complaint Intentions and Behavior: Definitional and Taxonomical Issues. Journal of Marketing, 52(1), 93. doi: 10.2307/1251688
  • Smith, R. C., ve Hoppe, R. B. (1991). The patient’s story: integrating the patient- and physician-centered approaches to interviewing. Annals of Internal Medicine,115(6), 470–477. doi: 10.7326/0003-4819-115-6-470
  • Taylor, K. (1997). A regret theory approach to assessing consumer satisfaction. Marketing letters, 8(2), 229- 238. doi: 10.1023/A:1007966621364
  • Torres, E., Vasquez-Parraga, A. Z., ve Barra, C. (2009). The path of patient loyalty and the role of doctor reputation. Health Marketing Quarterly, 26(3), 183-197. doi: 10.1080/07359680903263565
  • Tosun, N. (2019). Kuruma güven ve algılanan hizmet kalitesinin müşteri memnuniyeti ve davranışsal niyete etkilerinin ölçülmesinde şikâyet yönetiminin aracılık rolü: Bir üniversite hastanesi örneği. (Doktora Tezi). İstanbul Üniversitesi Sağlık Bilimleri Enstitüsü, İstanbul.
  • TÜİK. (2022). https://www.tuik.gov.tr adresinden 19 Aralık 2022 tarihinde alınmıştır.
  • Um, K. H., ve Lau, A. K. W. (2018). Healthcare service failure: how dissatisfied patients respond to poor service quality. International Journal of Operations & Production Management, 38(5), 1245–1270. doi: 10.1108/ijopm- 11-2016-0669
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There are 53 citations in total.

Details

Primary Language Turkish
Subjects Reputation Management, Institutional Communication
Journal Section Research Article
Authors

Mustafa Amarat 0000-0001-8954-6314

Deniz Güneş

Early Pub Date June 23, 2023
Publication Date June 30, 2023
Published in Issue Year 2023 Volume: 25 Issue: 44

Cite

APA Amarat, M., & Güneş, D. (2023). Hizmet Deneyimi Sonucu Olumsuz Hasta Davranışlarında Algılanan Kurumsal İtibarın Aracı Rolü. Karamanoğlu Mehmetbey Üniversitesi Sosyal Ve Ekonomik Araştırmalar Dergisi, 25(44), 348-363.

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