(3.238.173.209) 您好!臺灣時間:2021/05/17 11:00
字體大小: 字級放大   字級縮小   預設字形  
回查詢結果

詳目顯示:::

我願授權國圖
: 
twitterline
研究生:卓冠偉
研究生(外文):CHO, KUAN-WEI
論文名稱:醫師屬性與病患對醫師忠誠關係之研究 -以病患專業知識為干擾變項
論文名稱(外文):The Impact of Doctor Attributes on Patient’s Loyalty to a Doctor: Patient’s Professional Knowledge as a Moderator
指導教授:黃佑安黃佑安引用關係
指導教授(外文):Huang Yu-An
口試委員:莊文彬鍾憲瑞
口試委員(外文):CHUANG,WEN-BINZHONG,SIAN-RUEI
口試日期:2017-05-04
學位類別:碩士
校院名稱:國立暨南國際大學
系所名稱:國際企業學系
學門:商業及管理學門
學類:企業管理學類
論文種類:學術論文
論文出版年:2017
畢業學年度:105
語文別:中文
論文頁數:42
中文關鍵詞:醫師專業能力醫師親和力病患忠誠病患專業知識
外文關鍵詞:doctor’s professional competencedoctor’s likeabilitypatient loyaltypatient professional knowledge
相關次數:
  • 被引用被引用:1
  • 點閱點閱:90
  • 評分評分:
  • 下載下載:0
  • 收藏至我的研究室書目清單書目收藏:0
近年來,顧客專業知識在服務業中影響極大。顧客專業知識是成為忠誠的一個重要關鍵因素。尤其,病患專業知識是現在醫療界形成忠誠的重要因素。本研究以關係行銷理論來探討影響病患專業知識的干擾變項,藉以醫師屬性與病患專業知識的關聯,來探討病患對醫師所形成的忠誠。本研究以台灣的病患作為對象進行訪談。本研究實證結果顯示:(1)醫師專業能力會正向影響病患忠誠;(2)醫師親和力會正向影響病患忠誠;(3)病患專業知識會強化醫師專業能力與病患忠誠之間的關係;(4)病患專業知識會弱化醫師親和力與病患忠誠之間的關係。本研究結果提供許多因素影響病患忠誠,給予醫療界服務機構作為參考。這些變數和各產業領域將有益於後續研究探討。.
In recent years, customer professional knowledge has had a significant impact in the service industry. Customer professional knowledge is an important key factor to make people to be loyalty. In particular, patient professional knowledge is an important factor in the formation of loyalty in the medical profession.
In this study, the relationship marketing theory is used to explore the disturbance variables that affect the patient's professional knowledge. Through the relationship between the physician and the patient's professional knowledge to explore the patient's loyalty to the doctor. The study was conducted with Taiwanese patients as subjects. The empirical results show that:(1)doctor’s professional competence will positively affect patient loyalty;(2)doctor’s likeability will positively affect patient loyalty;(3) Patient professional knowledge strengthens the relationship between doctor’s professional competence and patient loyalty;(4) Patient professional knowledge weakens the relationship between doctor’s likeability and patient loyalty。
The results of this study provide many factors that affect patient loyalty and give to the medical community service agencies as a reference.These variables and the various industrial sectors will be useful for subsequent research.

目次
致謝辭 i
摘要 ii
Abstract iii
目次 iv
表目次 vi
圖目次 vii
第壹章 緒論 1
第一節 研究動機與背景 1
第二節 研究目的 3
第三節 研究流程 4
第貳章 文獻探討 6
第一節 病患忠誠 6
第二節 關係行銷理論 8
第三節 專業能力 10
第四節 親和力 12
第五節 病患專業知識 14
第參章 研究方法 16
第一節 研究架構 16
第二節 個案研究與訪談說明 17
第三節 研究對象 18
第四節 研究變數與訪談大綱 19
第五節 訪談執行步驟 21
第肆章 個案分析與命題推導 23
第一節 專業能力與病患忠誠的關係 23
第二節 親和力與病患忠誠的關係 26
第三節 病患知識干擾醫師屬性與病患忠誠的關係 29
第伍章 結論與建議 35
第一節 研究結論 35
第二節 研究貢獻 36
第三節 研究限制與後續研究建議 37
參考文獻 39
一、 英文部分 39
二、 中文部分 42

表目次
表3-1 受訪者基本資料 18
表3-2 訪談大綱 20

圖目次
圖1-1研究流程圖 5
圖3-1架構圖 16



一、英文部分
1.Andaleeb, S. (1998). Determinants of customer satisfaction with hospitals: a managerial model. International Journal of Health Care Quality Assurance, Vol. 11 No. 6, pp. 181-7.
2.Berry, L. L. (1995). Relationship Marketing of Services: Growing Interest, Emerging Perspectives. Journal of the Academy of Marketing Science, 23, 236-245.
3.Byron, K. and Baldridge, D. C. (2007). E-mail Recipients’ Impressions of Senders’ Likability–The Ifnteractive Effect of Nonverbal Cues and Recipient’s Personality. Journal of Business Communication, 44(2), 137-160.
4.Chao-Chan Wu (2011). The impact of hospital brand image on service quality, patient satisfaction and loyalty. African Journal of Business Management
5.Chisholm, M. E. & Ely, D. P. (1976). Medial personnel in education: A competency approach. Englewood cliffs, N. J.: PrenticeHall.
6.Crosby, L. A., Evans, K. R. and Cowles, D. (1990). Relationship Quality in Services Selling:An Interpersonal Influence Perspective. Journal of Marketing, 54, 68-81.
7.Baur, Cynthia, and Ostrove, Nancy,. (2011). Testing Rules of Thumb and the Science of Health Literacy. Annals of Internal Medicine, 155(2), 129-130.
8.Doney, P. M. and Cannon, J. P. (1997). An Examination of the Nature of Trust in Buyer-Seller Relationships. Journal of Marketing, 61, 35-51.
9.Williams, Gray (1993). Seasonal variation in algal species richness and abundance in the presence of molluscan herbivores on a tropical rocky shore. Journal of Experimental Marine Biology and Ecology. Volume 167, Issue 2, 15 April 1993, Pages 261-275
10.Gremler, D. D. and Gwinner, K. P. (2000). Customer-Employee Rapport in Service Relationships. Journal of Service Research, 3(1), 82-104.
11.Ibrahim Hafedh and Najja Faouzi. (2008) Relationship Bonding Tactics, Personality Traits, Relationship Quality and Customer Loyalty: Behavioral Sequence in Retail Environment.
12.Hardeep Chahal. (2008). Predicting patient loyalty and service quality relationship: a case study of civil hospital, Ahmedabad, India. The Journal of Business Perspective. Vol. 12.No.4
13.Hawes, J. M., C. P. Rao and T. L. Baker. (1993). Retail Salesperson Attributes and the Role of Dependability in the Selection of Durable Goods. Journal of Personal Selling and Sales Management, 13(4), 61-71.
14.M. A. Hume MB, ChB, DRCOG, MRCGP, FRCA, B. Kennedy MB, ChB, FRCA, A. J. Asbury MB, ChB, FRCA, PhD. (1994). Patient knowledge of anaesthesia and peri-operative care. Volume 49, Issue 8, Pages 715–718
15.Mayer, R. C., Davis, J. H. and Schoorman, F. D. (1995), “An Integrative Model of Organizational Trust”, Academy of management Review, Vol. 20, No. 3, pp. 709-734.
16.Merrie Brucks. 1985. The Effects of Product Class Knowledge on Information Search Behavior. Journal of Consumer Research , Vol. 12, No. 1 , pp. 1-16
17.Oliver, Richard L. (1999). Whence consumer loyalty?. Journal of Marketing (1999): 33-44.
18.Sanjib Chowdhury. (2005). The Role of Affect- and Cognition-based Trust in Complex Knowledge Sharing. Journal of Managerial IssuesVol. 17, No. 3, pp. 310-326
19.Sheth, J. N. and Parvitiyar, A. (2000). Handbook of Relationship Marketing. Thousand Oaks, CA: Sage.
20.Bell, Simon J.., and Andreas B. Eisingerich. (2007) The paradox of customer education: Customer expertise and loyalty in the financial services industry. European Journal of Marketing, Vol. 41 Iss: 5 pp. 466 - 486
21.Bell, Simon J.., Seigyoung Auh. and Karen Smalley. (2005). Customer Relationship Dynamics: Service Quality and Customer Loyalty in the Context of Varying Levels of Customer Expertise and Switching Costs. Journal of the Academy of Marketing Science 33(2):169-183.
22.Sirdeshmukh, D., Singh J.and Sabol, B. (2002), Journal of Marketing. Chicago: Vol. 66, Iss. 1; pp.15-37.
23.Swan, J. E., I. F. Trawick Jr, D. R. Rink and J. J. Roberts. (1988). Measuring Dimensions of Purchaser Trust of Industrial Salespeople, Journal of Personal Selling and Management, 8(1), 1-9.
24.Chen Zhen Xiong, Shi Yizheng and Dong Da-Hai. (2008) An empirical study of relationship quality in a service setting: a Chinese case. Marketing Intelligence and Planning, Vol. 26 Iss: 1 pp. 11 – 25.









二、中文部分
1.李淑芳、謝世榮,2009。醫療服務品質與醫病關係品質對病患忠誠之影響-心臟外科的實證研究。醫務管理期刊。
2.Egan, J.著,方世榮譯(2005),關係行銷。台北:五南。
3.張祐慈,2011。關係行銷中顧客融洽關係形成之研究–以民宿為例


QRCODE
 
 
 
 
 
                                                                                                                                                                                                                                                                                                                                                                                                               
第一頁 上一頁 下一頁 最後一頁 top