The Acquisition and Utilization of Customer Knowledge in the Healthcare Service Industry : The Theory of Service Failure

의료서비스산업에서의 고객지식 획득과 활용방안 : 기대 불일치 이론을 중심으로

  • 김상만 (경희대학교 경영대학) ;
  • 이연주 (경희대학교 경영대학원 의료경영학과)
  • Received : 2010.09.04
  • Accepted : 2010.09.23
  • Published : 2010.09.01


The knowledge of customer in healthcare service industry is widely accepted as one of the key information for the customers' satisfaction. Previous studies on the customer knowledge about service recovery showed that service providers are having difficulties with standardizing interaction with customer, This study investigated the attribution according to the failure in providing medical services and customer's participation as preceding variable of attribution. A survey was carried out targeting an obesity clinic having high participating rate from May 10 to May 28, 2010. The research results revealed that from whom the responsibility of the service failure originated between the patients and the medical institutions depending on the extent of the patients involvement in service process.