• 경영과정보연구
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• 제25권
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• pp.1-34
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• 2008

This empirical research examined the effects of organizational service orientations on business performance since the service orientations had been considered very importantly for delivering excellent service quality in many studies. The purpose of this study was to investigate the relationships among service orientations, customer orientations, employees' job satisfactions and business performance in medical service organizations. A model and hypotheses on the basis of this model were developed. And data from employees in medical service organizations were collected using questionnaires. Respondents were asked to related variables of their organizations. A total of 217 questionnaires collected were used to test hypotheses. The results obtained were as follows; first, service orientation factors had a positive significant effect on customer orientations, employees' job satisfactions and business performances. Second, employees' job satisfaction had a positive significant effect on their customer orientations. Third, customer orientations and employees' job satisfactions had a positive significant effect on business performances. Thus, it is advisable for managers or operators to emphasize service orientations in medical service organizations. This study is specific to ambulatory service in a medical service organizations, so generalizing the results to other area may not be possible. Although this study may help to guide the roles of service orientations, customer orientations, employee satisfactions and business performances in medical service organizations, future studies should consider other relative variables.

• 보건의료산업학회지
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• 제2권1호
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• pp.1-27
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• 2008

The purpose of this study is to investigate the effects of customer orientation factors in relation to medical services on the values of the service and customer satisfaction and loyalty. Those factors include patient safety and, as found by previous studies, specialization, explanation of what to be medically examined and customer orientation itself. Based on these pervious studies, this study surveyed customers of 7 general hospitals located in Busan to empirically identify relations between customer orientation factors of medical services and the values of the services and customer satisfaction. Results of the study can be summarized as follows. First, this study is very meaningful in that it established a basic theory of patient safety as one of the above customer orientation factors, and tried to empirically demonstrated the theory by applying it to medical services. Second, another of the factors, specialization was found positively affecting the values of medical services, but not affecting customer satisfaction. Customers are likely to choose specialized medical institutions even at higher cost when they undergo an accident or disease. Nevertheless, in factors, whether medical service providers are specialized is not influencing customer satisfaction. This is because medical institutions are failing to properly make recognized their specialization to customers who want to receive specialized medical services. Third, another of customer orientation factors, that is, explanation of what to be medically examined was found not having positive effects on the values of medical services and customer satisfaction. This is probably because enough time was not given for the explanation or because the explanation itself was not provided enough. Fourth, medical service providers' customer orientation was found positively influencing the values of medical services and customer satisfaction. In other words, it seems that customer-centered attitudes and behaviors of medical service providers had positive effects on customers' perception of medical services. Fifth, another of the factors, that is, patient safety was found positively affecting the values of medical services and customer satisfaction. This is probably because medical services' accurate diagnoses and reliable services had positive effects on customers' perception of medical services. Sixth, customers' perceived values of medical services were found having positive effects on customer satisfaction and loyalty. This suggests that the values of medical services are an antecedent variable that directly influences customer satisfaction and loyalty. Seventh, customer satisfaction was found positively affecting customer loyalty. This suggests that customer satisfaction is an antecedent variable of customer loyalty. In conclusion, this study showed that in relation to medical services, customer orientation factors' significant influences on the values of the services and customer satisfaction requires continuous efforts for raising customers' perceived qualities of medical services.

• 한국콘텐츠학회논문지
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• 제15권7호
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• pp.330-342
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• 2015

의료관광은 많은 지역에서, 특히 아시아 국가들에서 수익성이 매우 높은 관광의 영역으로 간주되어지고 있다. 이와 같은 의료관광은 유희의 목적의 관광활동과 헬스케어 서비스가 강조되어 결합된 관광으로서 전 세계적으로 빠르게 성장추세를 보이고 있다. 본 연구에서는 의료관광 서비스 종사자들 가운데 간호사들을 대상으로 그들이 인지하고 있는 서비스 지향성과 이직의도의 영향관계에서의 직무몰입과 직무만족간의 매개효과를 실증분석을 실시하였다. 분석결과, 첫째, 간호사들이 인지하고 있는 서비스 지향성은 이직의도에 부(-)의 영향관계를 미치고 있었으며, 둘째, 서비스 지향성과 이직의도의 관계에서 간호사들의 직무몰입은 매개효과를 보이고 있었고, 셋째, 간호사들이 지각하고 있는 서비스 지향성과 이직의도의 관계에서 그들의 직무만족 또한 매개효과를 나타내고 있었다. 이와 같은 실증분석 결과들은 향후 의료관광 관리자들에게 의료관광 활성화를 위한 전략수립에 유용한 정보를 제공할 수 있을 것이다.

• 한국직업건강간호학회지
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• 제20권3호
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• pp.337-345
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• 2011

Purpose: This study was conducted to evaluate the relationships among the service education satisfaction, service involvement, and customer orientation of hospital employees after yearly-planned MOT service education. Methods: The data collection was done through the questionnaire survey in a university hospital located in D city from March 15 to 31, 2010. The statistical analysis was done by SPSS/WIN 18.0 program. Results: The enrolled employees were two hundred and seventy six. Among the characteristics of employees, adequate work load, good payment, reasonable promotion system, suitability of work aptitude and good relationships with staff improved the service education satisfaction, customer orientation, and service involvement of hospital employees. For the customer orientation, old age and lower educational background were positive factors. The correlations among the service education satisfaction, customer orientation, and service involvement of hospital employees were significant. The factors that affect customer orientation and service involvement were found to be age, suitability of work aptitude and service education satisfaction. Conclusion: In conclusion, customer orientation and service involvement were related with the satisfaction of employees for working condition and service education. In terms of good medical service quality, plans for maintaining adequate working environment and systematic service education should be established.

• 벤처창업연구
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• 제9권3호
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• pp.107-117
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• 2014

본 연구에서는 의료기관들의 핵심역량의 요인들이 매개변수인 내부고객 지향성과 의료서비스 지향성이 어떠한 영향관계가 미치는지를 확인하고, 핵심역량이 종속변수인 경영성과에 어떠한 영향이 미치는지를 파악하여 의료산업 경영성과를 실증적으로 검증하여 경영 향상을 위하여 나아가야 할 방향을 제시하고자 하였다. 본 연구의 대상은 인천시와 부천시에 소재하는 18개소의 상급종합병원과 종합병원의 구성원을 표본대상으로 선정하여 설문조사를 실시하여 340부를 회수하여 최종분석에 사용된 표본은 307부를 실증분석을 하였다. 분석결과는 핵심역량의 하위 8개 역량 변수 모두가 매개변수인 서비스 지향성 및 고객 지향성과 유의미한 정의 관계를 맺고 있다. 그리고 매개변수인 서비스 지향성 및 고객 지향성 모두 경영성과와 유의미하게 정적으로 상관되어 있다. 따라서 변수들 간의 관계의 방향이 모두 이론에서 예측한 바와 일치한다는 것을 알 수 있다. 이러한 연구결과는 의료기관의 궁극적인 목표인 경영성과 향상을 위하여 핵심역량의 활용방안에 시사점을 제공할 것으로 사료된다.

• 한국임상보건과학회지
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• 제1권2호
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• pp.39-47
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• 2013

Purpose. To examine the orientation of the eco-friendly Health care service on korean Hospital nurses Methods. Between October 2012 and November 2012, two hundred eighty five nurses (mean age, $25{\pm}17$ years; age range, 22~42yrears) were enrolled in this study. They performed a questionnaire which related to environmental problem, hospital infectious wastes manage and eco-friendly care service orientation. Results. Within the results, There were statistically significant correlation between "Hospital infectious wastes management" and "environmental problem awareness"(r=0.45, p<.001), "eco-friendly care service orientation"and "environmental problem awareness" (r=0.48, p<.001), and "eco-friendly Health care service orientaton" and "Hospital infectious wastes management"(r=0.50, p<.001). Conclusions. In current study, these results express that it is necessary to promote environmental problem awareness and hospital infectious wastes management practice for the "orientation of the eco-friendly Health care service on korean hospital nuurses.

• 한국조리학회지
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• 제17권2호
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• pp.168-181
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• 2011

본 연구는 외식산업 고객을 대상으로 외식산업의 서비스회복 공정성이 관계혜택, 관계만족과 장기관계지향성에 미치는 영향을 알아봄으로써 마케팅 경영전략 차원에서 효과적인 마케팅 전략을 수립하는데 목적을 갖고 연구하였다. 연구결과 서비스 회복 공정성의 절차, 상호작용, 분배공정성에 따른 관계혜택에 긍정적인 영향을 미치고, 관계혜택을 통해 고객만족을 극대화시켜 종국적으로는 장기적 우호고객으로 상호관계가 지속될 수 있음을 시사해 주었다. 이는 서비스기업들이 서비스와 관련된 목표를 정하고 여러 가지 노력에도 불구하고 서비스 실패는 다양한 내 외부적 요인에 의하여 빈번하게 발생하고 있으므로 이러한 서비스 실패에 적극적으로 대처하고 고객만족과 장기관계지향성을 유지하기 위하여 서비스 회복전략차원에서 공정한 관계혜택을 통한 적극적인 노력이 요구됨을 입증해 준 것이라 할 수 있다.

• 보건의료산업학회지
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• 제13권2호
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• pp.1-14
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• 2019

Objectives: This study was conducted to analyze the effect of hospital social responsibility(HSR) activities on organizational health and customer orientation. Methods: We conducted an online survey with hospital employees and analyzed the questionnaires of 206 selected respondents. A regression analysis was performed to determine the relationship between independent and dependent variables. Results: First, 'consumer issues', 'community involvement and development', and 'fair operating practice' factors in HSR influenced 'medical environment suitability' in organizational health. The 'fair operating practice' factor in HSR affected 'management environment suitability' and 'community orientation' in organizational health. The 'labor practices' factor in HSR affected 'practices suitability' and 'vitality' in organizational health. Second, the activities on 'consumer issues' and 'environment' in HSR have influenced 'Reliability', 'Reactivity' and 'Tangibility' in Customer Orientation. The activities on 'consumer issues' have affected 'Empathy'. Conclusions: The results of this study provide a positive direction for medical institutions as they conduct HSR activities and provide a basis for establishing effective HSR strategies.

• 대한병원협회지
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• 제37권3호통권313호
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• pp.74-87
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• 2008

As healthcare environment being more complex and turbulent, strategic approach of hospitals became more important. This study was to investigate strategic orientation of Korean hospitals and their related characteristics. We surveyed managers of 360 hospitals randomly selected from all hospitals in Korea. For typology of strategic orientation, we used that developed by Miles and Snow, and results are as follows. Firstly, major types of organizational strategic orientation of Korean hospitals were analyzer(42.0%) and prospector(34.0%). Secondly, characteristics affecting to hospitals' strategic orientation significantly were hospital ownership and sex of managers. Medical corporation had a high tendency of prospector strategic orientation by 2.7 times compared to personal ownership. Female managers had a low tendency of prospector strategic orientation by 0.2, which was statistically significant. Though 60+ age group (compared to twenties and thirties) and middle managers (compared to CEO) had a tendency of being more prospector strategic orientation, but insignificant. The study result that majority of strategic orientation were prospector and analyzer reflects Korean hospital environment are complex and unstable. Hospital managers need to more focus on environment and boundary spanning function for maintenance and survival of their organizations.

• 기본간호학회지
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• 제10권3호
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• pp.300-306
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• 2003

Purpose: This study was done to help provide patients with information on medical insurance cost through medical insurance education for nurses, to increase effective management, check on omissions in treatment and appropriateness and accuracy of fees, and to contribute to the economic growth of hospital by providing nurses with necessary knowledge about medical insurance cost. Method: The participants in this study were clinical nurses in general hospitals. The study instrument was a questionnaire developed by the researcher through reference to data for medical insurance education. The data were analyzed with percentages, means, ANOVA, and Duncan method using SPSS PC+10. Result: The results on knowledge of medical insurance according to general characteristics of the nurses showed that there were significant differences according to age: (p=.0036) highest level of education (p=.0007), position (p=.0010) and place where education on medical insurance was received (p=.0093). Conclusion: Continuous in-service education for clinical nurses is reflected in increased knowledge about medical insurance costs but special attention needs to be given to younger nurses and nurses with less education, as well as staff nurses, and those nurses who only received education on medical insurance during their schooling. Accordingly, in-service education is necessary for nurses at the time of orientation so that they have knowledge on standards for recuperation allowance, guidelines to calculate material costs, and guidelines to calculate drug rates. In addition, as medical insurance cost frequently change, all nurses need continuous in-service education.