보건의료산업학회지 (The Korean Journal of Health Service Management)

  • 제8권3호
  • /
  • Pages.39-48
  • /
  • 2014
  • /
  • 2093-5986(pISSN)
  • /
  • 2288-0666(eISSN)
보건의료산업학회 (Korea Society of Health Service Management)
권호 표지
DOI QR코드

DOI QR Code

치과의 고객관계관리 활동과 고객의 관계몰입

Customer Relationship Management and Relationship Commitment in Dental Clinics

  • 원영순 (원광보건대학교 치위생과) ;
  • 김지현 (수원과학대학교 치위생과)
  • Won, Young-Soon (Department of Dental Hygiene, Wonkwang Health Science University) ;
  • Kim, Ji-Hyun (Department of Dental Hygiene, Suwon Science University)
  • 투고 : 2014.07.21
  • 심사 : 2014.09.22
  • 발행 : 2014.09.30
PDF 다운로드
⟨ 이전 논문 다음 논문 ⟩

초록

The purpose of this study was to examine customer relationship management service provided for customers of dental clinics and their relationship commitment in an effort to offer some information on customer relationship management by dental clinics. The subjects in this study were 206 adult residents in North Jeolla Province, on whom a self-administered survey was conducted. Customer relationship management service, satisfaction with customer relationship management service and relationship commitment were linked to one another, and the variables that affected relationship commitment were differentiated management and satisfaction with relationship management. Given the findings of the study, more research efforts should be directed into the customer relationship management of dental clinics to improve the effectiveness of it.

키워드

참고문헌

  1. B.H. Lee, Y.J. Choi(2014), The Association between Medical Service Quality, Consumer Satisfaction, Service Value and Customer Loyalty of Dental Patients, The Korean Journal of Health Service Management, Vol.8(2);89-100. https://doi.org/10.12811/kshsm.2014.8.2.089
  2. H.S. Yoo, J.H. Ji, W.J. Kim, H.J. Choi, K. Kim, K.H. Bang, et al(2013), Influence of Patient's Satisfaction to Marketing Mix on Trust and Relationship Commitment, The Korean Journal of Health Service Management, Vol.7(3);137-147. https://doi.org/10.12811/kshsm.2013.7.3.137
  3. J.A. Kim, K.J. Ryu, S.S. Lee, C.S. Lee, J.H. Han, Y.J. Kang, et al(2014), Practice Management in Dentistry, 2nd ed, Seoul: DaehanNarae, pp.73-85.
  4. Y.H. Park, J.H. Park(2008), Customer Relationship Management, 1nd ed, Seoul: DaehanNarae, pp.16-41.
  5. J.G Anderson(2004), Customers of a e-Health: Patterns of Use and Barriers, Social Science Computer Review, Vol.22(2);242-248. https://doi.org/10.1177/0894439303262671
  6. R.M. Morgan, S.D. Hunt(1994), The Commitment-trust Theory of Relationship Marketing, Journal of Marketing, Vol.58(3);20-38.
  7. H.J. Kim(2012), Influence of Airscape on Customer Satisfaction, Relationship Quality and Loyalty : Focused on Airline Industry, The Graduate School of Kyunghee University, pp.1-45.
  8. G. Fullerton(2005), The Service Quality-loyalty Relationship in Retail Services:Does Commitment Matter, Journal of Retailing and Consumer Services, Vol.12(1);99-111. https://doi.org/10.1016/j.jretconser.2004.04.001
  9. C.S. Park(2002), A Study on Case of CRM Marking Application in Hospital Administration, The Kosin Journal of Health Sciences, Vol.12;17-30.
  10. C.T. Kim(2012), A Study on the Effect of Introduction of Hospital CRM Business Performance, The Graduate School of Dongeui University, pp.1-77.
  11. J.S. Choi(2004), Review: A Study on the Successful Factors of Customer Relationship Management (CRM) Implementation for Customer Satisfaction in Dental Clinic, Journal of Dental Hygiene Science, Vol.4(2);61-73.
  12. H.A Lim(2009), A Study on Customers' Preference and Satisfaction upon Dental Clinics' CRM Activities, The Graduate School of Catholic University of Pusan, pp.1-41.
  13. Y.H. Lee(2007), Influence on the Customer Loyalty for Customer Relationship Management Evaluation, The Graduate School of Sungkyunkwan University, pp.1-108.
  14. H.Y. Kim(2011), Strategic Applications of CRM for Hospital Marketing, The Graduate School of Kwangju Women's University, pp.1-70.
  15. S.Y. Kang(2011), The Effects of Hospitals' CRM Activities on Customers' Relationship Commitment and Customers' Loyalty, The Graduate School of Kyunghee University, pp.1-52.
  16. D.K. Lee(2012), The Development of A Scale to Measure Customer Relationship Management(CRM) in Customer Perspective, The Graduate School of Soongsil University, pp.1-14.
  17. E.S. Son(2011), Study on the Influencing Factors of Trust and Commitment in Building Effective Relationship between the Senior Consumers and the Financial Service Providers, The Graduate School of Keimyun University, pp.7-37.
  18. G.T. Gundlach, R.S. Achrol, J.T. Mentzer(1995), The Structure of Commitment in Exchange, Journal of Marketing, Vol.59(1);78-92. https://doi.org/10.2307/1252016
  19. J.P. Meyer, N.J. Allen(1998), A Three-component Conceptualization of Organizational Commitnent, Human Resource Management Review, Vol.1(1);61-89