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논문 기본 정보

자료유형
학술저널
저자정보
정현승 (연세대학교) 박설우 (연세대학교)
저널정보
사람과세계경영학회 Global Business and Finance Review Global Business and Finance Review Vol.22 No.1
발행연도
2017.1
수록면
8 - 22 (15page)

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초록· 키워드

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Recently, Korean medical service centers have been impelled to achieve their goals in the rapidly changing health- care environment. Therefore, such centers are required to identify and even predict what their patients really want. Trends in the Korean healthcare market have changed from service that is provider-centered to care that is pa- tient-oriented (client-oriented), also described as patient-centered care. Since medical treatment techniques are sim- ilar throughout all medical centers, they must now focus on not only treatment techniques but also service providers’ (doctors and nurses) emotional displays. To manage emotions that medical service providers show clients, medical centers are using explicit or implicit display rules. In order to follow these display rules, service providers usually choose two kinds of strategies: surface acting and deep acting. Both kinds of acting that service provider’s display can result in client satisfaction. Even if clients hardly experience these as authentic, they can still experience rapport when encountering adequate service-delivery time or frequent meetings with providers. When clients feel rapport with their service providers, this may lead to client satisfaction. The purpose of this study is to examine the clients’ perceptions toward displays of medical service providers’ emotions and also the relationship between these percep- tions and rapport. In addition, how rapport is established between service providers and clients directly influences or mediates client satisfaction. The results show that the perception of deep acting has a positive effect on rapport, and rapport is fully mediated. Finally, the present study shows that rapport can be changed by the amount of encounter time, even if medical service providers express inauthentic emotions. This study uses 172 samples col- lected from patients who were hospitalized in a medical center. To analyze these samples, SPSS 18.0 and AMOS 18.0 were used to confirm overall model fits, EFA, CFA, and regression analysis was carried out to figure out the moderator effect. In addition, this study adopted several survey items from previous studies such as deep acting, surface acting, time and duration of interaction, and rapport and client satisfaction.

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참고문헌 (48)

참고문헌 신청
Adelmann, P. / 1989 / Facial efference and the experience of emotion / Annual Review of Psychology 40(1):249~280 google schola Anderson, Eugene W. / 1994 / Customer Satisfaction, Market Share, and Profitability: Findings from Sweden / Journal of Marketing 58:53~66 google schola Ashforth, B. E. / 1993 / Emotional labor in service roles: The influence of identity / Academy of Management Review 18:88~115 google schola Baron, Reuben M. / 1986 / The Moderator-Mediator Variable Distinction in Social Psychological Research: Conceptual, Strategic and Statistical Considerations / Journal of Personality and Social Psychology 51(12):1173~1182 google schola Barsade, Sigal G. / 2002 / The Ripple Effect: Emotional Contagion and Its Influence on Group Behavior / Administrative Science Quarterly 47:644~675 google schola

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