From Servicescape to Loyalty in the Medical Tourism Industry: A Medical Clinic’s Service Perspective:

INQUIRY: The Journal of Health Care Organization, Provision, and Financing

Minseong Kim¹ 

关键词: structural equation modeling;    servicescapes;    emotion;    loyalty;    medical clinic;    medical tourism;    international medical tourist;    marketing;    Republic of Korea;   

DOI  :  10.1177/0046958017746546

学科分类：医学（综合）

来源: Sage Journals

【 摘 要 】

Medical tourism organizations have increasingly recognized that loyalty makes a medical clinic a marketing success. To increase understanding of the importance of medical clinics, this study examined the roles of servicescapes, emotions, and satisfaction in the development of customer loyalty toward medical clinics and destination. Data were collected among international medical tourists visiting Korea. Results identified that dimensions of medical clinics’ servicescape (ie, medical clinic environment, medical treatment, staff, and doctor) influenced emotions and satisfaction among international medical tourists. Also, positive emotions and the 2 dimensions of satisfaction with a medical clinic and doctor mediate the influence of medical clinics’ servicescapes on 2 types of loyalty (the medical clinic and Korea for medical care). Overall, these findings indicate that the interrelationship of servicescapes, positive emotion, and satisfaction is essential in influencing international medical tourists’ loyalty to a medical clinic.

【 授权许可】

CC BY-NC