The impact of market orientation on patient loyalty: the mediation of relationship quality

被引：13
|
作者：
Huang, Jin-An [1 ,2 ]
Lai, Chi-Shiun [3 ]
Hu, Jer-San [4 ]
Weng, Rhay-Hung [5 ]
机构：
[1] Taichung Vet Gen Hosp, Dept Emergency Med, Taichung, Taiwan
[2] Hung Kung Univ, Dept Healthcare Adm, Taichung, Taiwan
[3] Natl Yunlin Univ Sci & Technol, Grad Inst Business Adm, Yunlin, Taiwan
[4] Fu Jen Catholic Univ, Dept Business Adm, New Taipei, Taiwan
[5] Natl Quemoy Univ, Dept Long Term Care, Kinmen, Taiwan
来源：
SERVICE BUSINESS | 2014年 / 8卷 / 04期
关键词：
Market orientation; Relationship quality; Patient loyalty; Health service; CUSTOMER; PERFORMANCE; TRUST; SATISFACTION; COMMITMENT;
D O I：
10.1007/s11628-013-0204-z
中图分类号：
F [经济];
学科分类号：
02 ;
摘要：
In health services, how to establish good relationships with patients and enhance patient loyalty has been crucial for service managers. We explore the impact that patients' perceptions of market orientation direct effect on patient loyalty to a hospital as well as indirect effect via the mediation of relationship quality. Self-administered questionnaires were employed to collect data from outpatients. 450 questionnaires were valid. Results showed that market orientation had a direct positive impact on patient loyalty to the hospital and an indirect positive impact via the mediation of relationship quality and patient loyalty to a physician.
引用
收藏
页码：499 / 515
页数：17
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