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SAĞLIK KURUMLARINDA HİZMET HATASI TELAFİ STRATEJİLERİNİN MÜŞTERİ MEMNUNİYETİ VE YENİDEN SATIN ALMA NİYETİ ÜZERİNE ETKİSİ

Year 2021, Volume: 24 Issue: 3, 533 - 554, 29.09.2021

Abstract

Hizmet telafisi, karşılaşılan hizmet hatalarının yarattığı memnuniyetsizliği gidermede ve yeniden hizmet almanın devamlılığını sağlamada önemli bir stratejik yöntem olarak ortaya çıkmaktadır. Müşteri memnuniyeti sağlamak için şikâyetlere yönelik kurumsal bir cevap olarak hizmet telafi stratejileri uygulanmaktadır. Bu stratejiler; dakiklik, kolaylaştırma, nezaket, özür, düzeltme/onarım, güvenilirlik olarak altı boyutta değerlendirilmektedir. Buradan hareketle, hizmet hatası telafi stratejilerinin uygulanmasının sağlık kurumlarında şikâyette bulunan müşterilerin memnuniyeti ve telafi sonrası satın alma niyetleri üzerindeki etkisini belirlemek bu çalışmanın temel amacı olmaktadır. Bu amaç doğrultusunda araştırma verileri, İzmir ili sınırları içerisinde özel bir sağlık kuruluşundaki 244 şikâyetçi katılımcıya, yüz yüze anket uygulanarak toplanmıştır. Uygulama sonunda elde edilen veriler yapısal eşitlik modeli ile analiz edilerek araştırma hipotezleri test edilmiştir. Yapılan analiz sonuçları ile hizmet telafi stratejilerinden güvenilirlik, nezaket ve düzeltme/onarım boyutlarının, hizmet telafisi sonrası memnuniyet ve yeniden satın alma niyeti üzerinde anlamlı bir etkiye sahip olduğu ortaya koyulmuştur. Özür boyutunun da telafi sonrası memnuniyete etkisinin anlamlı olduğu; ancak yeniden satın alma niyeti ile anlamlı bir ilişkinin bulunmadığı saptanmıştır. Dakiklik ve kolaylaştırma boyutlarının ise hem telafi sonrası memnuniyeti hem de yeniden satın alma niyetini etkilemediği görülmüştür. Ayrıca telafi stratejileriyle sağlanan memnuniyetin, yeniden satın alma niyeti üzerinde anlamlı bir etkisinin bulunduğu tespit edilmiştir. Araştırma bulgularına dayalı olarak sağlık kurumlarının farklı kombinasyonlarla hizmet telafilerini bir arada sunmasının, müşteri memnuniyetini artırmada ve yeniden satın alma niyetini sağlamada daha etkili olacağı düşünülmektedir.

Supporting Institution

YOK

References

  • Abbas, M. N. (2012). Healthcare industry: Service failure and recovery. International Journal of Engineering and Science, 1(4), 1-5.
  • Abu Bakar, S. Z. (2017). Service recovery in e-services: Service recovery; process, perceived justice, and satisfaction. Department of Business Administration [Unpublished doctoral dissertation]. Southern Illinois University.
  • Akdu, S. (2017). Turizm sektöründe hizmet hatası telafi stratejileri, hizmet kalitesi algısı ve kurumsal imaj algısı arasındaki ilişkiye yönelik bir araştırma. (Yayınlanmış Doktora Tezi), Gümüşhane Üniversitesi, Gümüşhane.
  • Baird, K. (2010). Service recovery: 5 steps for making things right (Erişim Tarihi: 19.02.2019). http://baird-group.com/articles/service-recovery-5-steps-for-making-things-right
  • Becker, C. (2001). Service recovery strategies: The impact of cultural differences. Journal of Hospitality and Tourism Research, 24(4), 526-538.
  • Bendall-Lyon, D., & Powers, T. (2001). The role of complaint management in the service recovery process. The Joint Commission Journal on Quality Improvement, 27(5), 278-286.
  • Berry, L. L., & Leighton, J. A. (2004). Restoring customer confidence. Marketing Health Services, 24(1), 14-19.
  • Blodgett, J. G., Wakefield, K. L., & Barnes, J. H. (1995). The effects of customer service on consumer complaining behavior. Journal of Services Marketing, 9(4), 31-42.
  • Cengiz, E., Akdu, S., & Bostan, M. K. (2015). Sağlık hizmetlerinde hizmet hatası telafi stratejileri. Gümüşhane Üniversitesi Sosyal Bilimler Elektronik Dergisi, 12, 87-101.
  • Chang, H. H., Lai, M. K., & Hsu, C. H. (2012). Recovery of online service: Perceived justice and transaction frequency. Computers in Human Behavior, 28(6), 2199- 2208.
  • Davidow, M. (2000). The bottom-line impact of organizational responses to customer complaints. Journal of Hospitality and Tourism, 24(4), 473-490.
  • Davidow, M. (2003). Organizational responses to customer complaints: what works and what doesn’t. Journal Of Service Research, 5(3), 225-250.
  • Durvasula, S., Lysonski S., & Mehta S. C. (2000). Business to business marketing: Service recovery and customer satisfaction ıssues with ocean shipping lines. European Journal of Marketing, 34 (3/4), 433-452.
  • Ekiz, E. H., & Araslı, H. (2007). Measuring the impacts of organizational responses: Case of Northern Cyprus hotels. Managing Global Transitions, 5(3), 271–287.
  • Fornell, C., & Wernerfelt B. (1988). A model for customer complaint management. Marketing Science, 7(3), 287-98.
  • Fottler, M. D., Ford, R. C., & Heaton, C. P. (2010). Achieving service excellence strategies for healthcare (2nd press). Chicago: Health Administration Press.
  • Goodwin, C., & Ross, I. (1992). Consumer responsesto service failure; influence of procedural and interactional fairness perceptions. Journal of Business Research, 25, 149-163.
  • Grönroos, C. (1988). Service quality: The six criteria of good perceived service quality. Review of Business, 9(3), 10-13.
  • Hart, C. W. L., Heskett, J. L., & Sasser, W. E. (1990). The profitable art of service recovery. Harvard Business Review, 68(4), 148-156.
  • Hayden, A. C., Pichert, J. W., Fawcett, J., Moore, I. N., & Hickson, G. B. (2010). Best practice for basic an advanced skills in healthcare service recovery: A case study of a re-admitted patient. The Joint Commission Journal on Quality and Patient Safety, 36(7), 310-318.
  • Hoffman, K. D., Kelley, S. W., & Rotalsky, H. M. (2016). Retrospective: Tracking service failures and employee recovery efforts. Journal of Services Marketing, 30(11), 7-10.
  • Jianfen, Z., Mingli, Z., & Qingmin, K. (2010). The effect of service fairness on service quality, customer satisfaction and customer loyalty. Management and Service Science (MASS) 2010 International Conference on. 1-4. IEEE. 24-26 Agust 2010.
  • Kalaycı, Ş. (2010). SPSS uygulamalı çok değişkenli istatistik teknikleri (5. Bs.). Ankara: Asil Yayın.
  • Karatepe, O. M. (2006). Customer complaints and organizational responses: The effects of complainants perceptions of justice on satisfaction and loyalty. Journal of Hospitality Management, 25, 69-90.
  • Kelley, S., Hoffman, K., & Davis, M. (1993). A typology of retail failures and recoveries. Journal of Retailing, 69(4), 429-452.
  • Kim, C., Galliers, R. D., Shin, N., Ryoo, J. H., & Kim, J. (2012). Factors influencing internet shopping value and customer repurchase intention. Electronic Commerce Research and Applications, 11(4), 374-387.
  • Koç, E. (2014). Hizmet pazarlaması ve yönetimi: Global ve yerel yaklaşım. Ankara: Seçkin Yayıncılık.
  • Kozub, K. A. R. (2008). The effects of service recovery satisfaction on customer loyalty and future behavioral ıntentions: An exploratory study in the luxury hotel industry. [Doctoral dissertation]. Auburn University, Alabama.
  • Krishna, A., Dangayacgh, G. S., & Rakesh, J. (2011). Service failure and recovery: Comparison between healthcare and automobile service station. School of Doctoral Studies (European Union) Journal, 184-190.
  • Matson, M. (2015). A hospital service recovery program. [Master Thesis]. California State University, Long Beach.
  • McCollough, M. A., Berry, L. L., & Yadav, M. S. (2000). An empirical investigation of customer satisfaction after service failure and recovery. Journal of Service Research, 3(2), 121-137.
  • Meydan, C. H., & Şeşen, H. (2015). Yapısal eşitlik modellemesi, AMOS uygulamaları (2. Bs.). Ankara: Detay Yayıncılık.
  • Miller, J. L., Craighead, C. W., & Karwan, K. R. (2000). Service recovery: A framework and empirical investigation. Journal of Operations Management, 18, 387-400.
  • Okyere, I. O., & Kumadey, G. (2015). An assessment of service failures and customer complaints management in the delivery of healthcare in the municipal hospitals in Ghana. International Journal of Business and Marketing Management, 3(1), 31-42.
  • Özer, L., Kazancı, Ş., Yılmazel, S., Küpeli, T. Ş., Demiray, D. K., Ozanözgü, A. M., & Onuklu, N. N. (2016). Hizmet pazarlaması güncel konular ve yaklaşımlar. Ankara: Detay Yayıncılık.
  • Palmer, A., Beggs, R., & McMullan, C. (2000). Equity and repurchase intention following service failure. Journal of Services Marketting, 14(6), 513-528.
  • Quy, V. T., (2014). The impact of organizational responses to complaints on post purchase behavioral intentions via recovery satisfaction – The case of saigon commercial bank. Strategic Management Quarterly, 2(2), 49-79.
  • Ramos, R. (2017). Service recovery in healthcare (Erişim Tarihi: 05.08.2019). https://www.theberylinstitute.org/Service-Recovery-in-Healthcare
  • Sivaramakrishna, M., & Mantha, S. (2005). Handbook on service excellence. Telangana, India: Centre for Good Governance. (Erişim Tarihi: 05.08.2019). http://unpan1.un.org/intradoc/groups/public/documents/CGG/UNPAN026214.pdf
  • Smith, A. K,. Bolton, R. N., & Wagner, J. (1999). A model of customer satisfaction with service encounters involving failure and recovery. Journal of Marketing Research, 36, 356–372.
  • Swanson, R. S., & Kelley, S. W. (2001). Attributions and outcomes of the service recovery process. Journal of Marketing Theory and Practice, 9(4), 50-65.
  • Swanson, S. R., & Hsu, M. K. (2009). Critical incidents in tourism: Failure, recovery, customer switching, and word of mouth behaviors. Journal of Travel And Tourism Marketing, 26(2), 180-194.
  • Tabachnick, B. G., & Fdell L. S. (2015). Çok değişkenli istatistiklerin kullanımı (Çev.: M. Baloğlu). Ankara: Nobel Yayınları.
  • Temuçin, Y. A. (2018). Ki-kare ders notları (Erişim Tarihi: 10.08.2019). https://www.ekolar.com Erişim Tarihi: 10.08.2019.
  • Ting, C. Y., & Yu, T. K. (2010). Modeling patient perceptions of service recovery: The effects of perceived fairness on health center repatronage. Social Behavior and Personality: An International Journal, 38(3), 395-403.
  • Türkoğlu, A. (2007). Hizmet hatasının telafisi ve müşteri tatmini üzerindeki etkileri: KKTC’deki dört ve beş yıldızlı otel ve tatil köylerinde yapılan bir uygulama [Yüksek Lisans Tezi]. Hacettepe Üniversitesi, Ankara.
  • Valster, J. M. (2013). Complaint handling in a consumer products company [Master Thesis]. Eindhoven University of Technology.
  • Veteran Health Administration (2004). Service recovery in The Veterans Health Administration handbook 1003. 2. Department of Veterans Affairs Veterans Health Administration. Washington (Erişim Tarihi: 05.01.2019). https://www.va.gov/vhapublıcatıons.
  • Vázquez, C. R., Iglesias, V., & Varela, N. C. (2012). Service recovery, satisfaction and behaviour intentions: Analysis of compensation and social comparison communication strategies. The Service Industries Journal, 32(1), 83-103.
  • Wambi (2018). Service recovery in healthcare: Turn those unsatisfied patients around and avoid negative reviews (Erişim Tarihi: 05.08.2019). https://www.wambi.org/ wambi-blog/service-recovery-healthcare.
  • Yaşlıoğlu, M. M. (2017). Sosyal bilimlerde faktör analizi ve geçerlilik: Keşfedici ve doğrulayıcı faktör analizlerinin kullanılması. İstanbul Üniversitesi İşletme Fakültesi Dergisi, 46,74-85.
  • Yavaş, U., Karatepe, O. M., Babakuş, E., & Avcı, T. (2004). Customer complaints and organizational responses: A study of hotel guests in Northern Cyprus. Journal of Hospitality and Leisure Marketing, 11(2-3), 31- 46.

THE EFFECTS OF SERVICE FAILURE RECOVERY STRATEGIES ON CUSTOMER SATISFACTION AND REPURCHASE INTENTION IN HEALTHCARE ORGANIZATIONS

Year 2021, Volume: 24 Issue: 3, 533 - 554, 29.09.2021

Abstract

Service recovery emerges as an important strategic method for eliminating the dissatisfaction caused by
service failures, and continuing to repurchase service. Service recovery strategies are implemented as a corporate
response to complaints to ensure customer satisfaction. These strategies are evaluated in six dimensions as
timeliness, facilitation, attentiveness, apology, redress, and credibility. From this point of view, it is the main
purpose of this study to determine the effect of implementing service recovery strategies, which consist of six
dimensions, on the satisfaction and post-recovery repurchase intentions of customers who have complained in
health institutions. For this purpose, research data were collected by applying a face-to-face questionnaire to 244
complaining participants in a private health organization within the borders of İzmir province. The data obtained
at the end of the application were analyzed with the structural equation model and the research hypotheses were
tested. The results of the analysis revealed that the credibility, attentiveness and redress dimensions of service
recovery strategies have a significant effect on satisfaction and repurchase intention post-recovery. It has been
proved that the apology dimension also has a significant effect on satisfaction after recovery, and that there is no
significant relationship with repurchase intention. It was observed that timeliness and facilitation dimensions did
not affect both post recovery satisfaction and repurchase intention. In addition, it has been determined that the
satisfaction achieved with recovery strategies has a significant effect on repurchase intention. Based on research
findings, it is thought that the combination of service recoveries in different combinations are provided by health
organizations will be more effective in increasing customer satisfaction and achieving repurchase intention

References

  • Abbas, M. N. (2012). Healthcare industry: Service failure and recovery. International Journal of Engineering and Science, 1(4), 1-5.
  • Abu Bakar, S. Z. (2017). Service recovery in e-services: Service recovery; process, perceived justice, and satisfaction. Department of Business Administration [Unpublished doctoral dissertation]. Southern Illinois University.
  • Akdu, S. (2017). Turizm sektöründe hizmet hatası telafi stratejileri, hizmet kalitesi algısı ve kurumsal imaj algısı arasındaki ilişkiye yönelik bir araştırma. (Yayınlanmış Doktora Tezi), Gümüşhane Üniversitesi, Gümüşhane.
  • Baird, K. (2010). Service recovery: 5 steps for making things right (Erişim Tarihi: 19.02.2019). http://baird-group.com/articles/service-recovery-5-steps-for-making-things-right
  • Becker, C. (2001). Service recovery strategies: The impact of cultural differences. Journal of Hospitality and Tourism Research, 24(4), 526-538.
  • Bendall-Lyon, D., & Powers, T. (2001). The role of complaint management in the service recovery process. The Joint Commission Journal on Quality Improvement, 27(5), 278-286.
  • Berry, L. L., & Leighton, J. A. (2004). Restoring customer confidence. Marketing Health Services, 24(1), 14-19.
  • Blodgett, J. G., Wakefield, K. L., & Barnes, J. H. (1995). The effects of customer service on consumer complaining behavior. Journal of Services Marketing, 9(4), 31-42.
  • Cengiz, E., Akdu, S., & Bostan, M. K. (2015). Sağlık hizmetlerinde hizmet hatası telafi stratejileri. Gümüşhane Üniversitesi Sosyal Bilimler Elektronik Dergisi, 12, 87-101.
  • Chang, H. H., Lai, M. K., & Hsu, C. H. (2012). Recovery of online service: Perceived justice and transaction frequency. Computers in Human Behavior, 28(6), 2199- 2208.
  • Davidow, M. (2000). The bottom-line impact of organizational responses to customer complaints. Journal of Hospitality and Tourism, 24(4), 473-490.
  • Davidow, M. (2003). Organizational responses to customer complaints: what works and what doesn’t. Journal Of Service Research, 5(3), 225-250.
  • Durvasula, S., Lysonski S., & Mehta S. C. (2000). Business to business marketing: Service recovery and customer satisfaction ıssues with ocean shipping lines. European Journal of Marketing, 34 (3/4), 433-452.
  • Ekiz, E. H., & Araslı, H. (2007). Measuring the impacts of organizational responses: Case of Northern Cyprus hotels. Managing Global Transitions, 5(3), 271–287.
  • Fornell, C., & Wernerfelt B. (1988). A model for customer complaint management. Marketing Science, 7(3), 287-98.
  • Fottler, M. D., Ford, R. C., & Heaton, C. P. (2010). Achieving service excellence strategies for healthcare (2nd press). Chicago: Health Administration Press.
  • Goodwin, C., & Ross, I. (1992). Consumer responsesto service failure; influence of procedural and interactional fairness perceptions. Journal of Business Research, 25, 149-163.
  • Grönroos, C. (1988). Service quality: The six criteria of good perceived service quality. Review of Business, 9(3), 10-13.
  • Hart, C. W. L., Heskett, J. L., & Sasser, W. E. (1990). The profitable art of service recovery. Harvard Business Review, 68(4), 148-156.
  • Hayden, A. C., Pichert, J. W., Fawcett, J., Moore, I. N., & Hickson, G. B. (2010). Best practice for basic an advanced skills in healthcare service recovery: A case study of a re-admitted patient. The Joint Commission Journal on Quality and Patient Safety, 36(7), 310-318.
  • Hoffman, K. D., Kelley, S. W., & Rotalsky, H. M. (2016). Retrospective: Tracking service failures and employee recovery efforts. Journal of Services Marketing, 30(11), 7-10.
  • Jianfen, Z., Mingli, Z., & Qingmin, K. (2010). The effect of service fairness on service quality, customer satisfaction and customer loyalty. Management and Service Science (MASS) 2010 International Conference on. 1-4. IEEE. 24-26 Agust 2010.
  • Kalaycı, Ş. (2010). SPSS uygulamalı çok değişkenli istatistik teknikleri (5. Bs.). Ankara: Asil Yayın.
  • Karatepe, O. M. (2006). Customer complaints and organizational responses: The effects of complainants perceptions of justice on satisfaction and loyalty. Journal of Hospitality Management, 25, 69-90.
  • Kelley, S., Hoffman, K., & Davis, M. (1993). A typology of retail failures and recoveries. Journal of Retailing, 69(4), 429-452.
  • Kim, C., Galliers, R. D., Shin, N., Ryoo, J. H., & Kim, J. (2012). Factors influencing internet shopping value and customer repurchase intention. Electronic Commerce Research and Applications, 11(4), 374-387.
  • Koç, E. (2014). Hizmet pazarlaması ve yönetimi: Global ve yerel yaklaşım. Ankara: Seçkin Yayıncılık.
  • Kozub, K. A. R. (2008). The effects of service recovery satisfaction on customer loyalty and future behavioral ıntentions: An exploratory study in the luxury hotel industry. [Doctoral dissertation]. Auburn University, Alabama.
  • Krishna, A., Dangayacgh, G. S., & Rakesh, J. (2011). Service failure and recovery: Comparison between healthcare and automobile service station. School of Doctoral Studies (European Union) Journal, 184-190.
  • Matson, M. (2015). A hospital service recovery program. [Master Thesis]. California State University, Long Beach.
  • McCollough, M. A., Berry, L. L., & Yadav, M. S. (2000). An empirical investigation of customer satisfaction after service failure and recovery. Journal of Service Research, 3(2), 121-137.
  • Meydan, C. H., & Şeşen, H. (2015). Yapısal eşitlik modellemesi, AMOS uygulamaları (2. Bs.). Ankara: Detay Yayıncılık.
  • Miller, J. L., Craighead, C. W., & Karwan, K. R. (2000). Service recovery: A framework and empirical investigation. Journal of Operations Management, 18, 387-400.
  • Okyere, I. O., & Kumadey, G. (2015). An assessment of service failures and customer complaints management in the delivery of healthcare in the municipal hospitals in Ghana. International Journal of Business and Marketing Management, 3(1), 31-42.
  • Özer, L., Kazancı, Ş., Yılmazel, S., Küpeli, T. Ş., Demiray, D. K., Ozanözgü, A. M., & Onuklu, N. N. (2016). Hizmet pazarlaması güncel konular ve yaklaşımlar. Ankara: Detay Yayıncılık.
  • Palmer, A., Beggs, R., & McMullan, C. (2000). Equity and repurchase intention following service failure. Journal of Services Marketting, 14(6), 513-528.
  • Quy, V. T., (2014). The impact of organizational responses to complaints on post purchase behavioral intentions via recovery satisfaction – The case of saigon commercial bank. Strategic Management Quarterly, 2(2), 49-79.
  • Ramos, R. (2017). Service recovery in healthcare (Erişim Tarihi: 05.08.2019). https://www.theberylinstitute.org/Service-Recovery-in-Healthcare
  • Sivaramakrishna, M., & Mantha, S. (2005). Handbook on service excellence. Telangana, India: Centre for Good Governance. (Erişim Tarihi: 05.08.2019). http://unpan1.un.org/intradoc/groups/public/documents/CGG/UNPAN026214.pdf
  • Smith, A. K,. Bolton, R. N., & Wagner, J. (1999). A model of customer satisfaction with service encounters involving failure and recovery. Journal of Marketing Research, 36, 356–372.
  • Swanson, R. S., & Kelley, S. W. (2001). Attributions and outcomes of the service recovery process. Journal of Marketing Theory and Practice, 9(4), 50-65.
  • Swanson, S. R., & Hsu, M. K. (2009). Critical incidents in tourism: Failure, recovery, customer switching, and word of mouth behaviors. Journal of Travel And Tourism Marketing, 26(2), 180-194.
  • Tabachnick, B. G., & Fdell L. S. (2015). Çok değişkenli istatistiklerin kullanımı (Çev.: M. Baloğlu). Ankara: Nobel Yayınları.
  • Temuçin, Y. A. (2018). Ki-kare ders notları (Erişim Tarihi: 10.08.2019). https://www.ekolar.com Erişim Tarihi: 10.08.2019.
  • Ting, C. Y., & Yu, T. K. (2010). Modeling patient perceptions of service recovery: The effects of perceived fairness on health center repatronage. Social Behavior and Personality: An International Journal, 38(3), 395-403.
  • Türkoğlu, A. (2007). Hizmet hatasının telafisi ve müşteri tatmini üzerindeki etkileri: KKTC’deki dört ve beş yıldızlı otel ve tatil köylerinde yapılan bir uygulama [Yüksek Lisans Tezi]. Hacettepe Üniversitesi, Ankara.
  • Valster, J. M. (2013). Complaint handling in a consumer products company [Master Thesis]. Eindhoven University of Technology.
  • Veteran Health Administration (2004). Service recovery in The Veterans Health Administration handbook 1003. 2. Department of Veterans Affairs Veterans Health Administration. Washington (Erişim Tarihi: 05.01.2019). https://www.va.gov/vhapublıcatıons.
  • Vázquez, C. R., Iglesias, V., & Varela, N. C. (2012). Service recovery, satisfaction and behaviour intentions: Analysis of compensation and social comparison communication strategies. The Service Industries Journal, 32(1), 83-103.
  • Wambi (2018). Service recovery in healthcare: Turn those unsatisfied patients around and avoid negative reviews (Erişim Tarihi: 05.08.2019). https://www.wambi.org/ wambi-blog/service-recovery-healthcare.
  • Yaşlıoğlu, M. M. (2017). Sosyal bilimlerde faktör analizi ve geçerlilik: Keşfedici ve doğrulayıcı faktör analizlerinin kullanılması. İstanbul Üniversitesi İşletme Fakültesi Dergisi, 46,74-85.
  • Yavaş, U., Karatepe, O. M., Babakuş, E., & Avcı, T. (2004). Customer complaints and organizational responses: A study of hotel guests in Northern Cyprus. Journal of Hospitality and Leisure Marketing, 11(2-3), 31- 46.
There are 52 citations in total.

Details

Primary Language Turkish
Subjects Health Care Administration
Journal Section Makaleler
Authors

Buse Mete 0000-0001-5440-9723

Özgür Uğurluoğlu 0000-0002-9453-9925

Publication Date September 29, 2021
Published in Issue Year 2021 Volume: 24 Issue: 3

Cite

APA Mete, B., & Uğurluoğlu, Ö. (2021). SAĞLIK KURUMLARINDA HİZMET HATASI TELAFİ STRATEJİLERİNİN MÜŞTERİ MEMNUNİYETİ VE YENİDEN SATIN ALMA NİYETİ ÜZERİNE ETKİSİ. Hacettepe Sağlık İdaresi Dergisi, 24(3), 533-554.
AMA Mete B, Uğurluoğlu Ö. SAĞLIK KURUMLARINDA HİZMET HATASI TELAFİ STRATEJİLERİNİN MÜŞTERİ MEMNUNİYETİ VE YENİDEN SATIN ALMA NİYETİ ÜZERİNE ETKİSİ. HSİD. September 2021;24(3):533-554.
Chicago Mete, Buse, and Özgür Uğurluoğlu. “SAĞLIK KURUMLARINDA HİZMET HATASI TELAFİ STRATEJİLERİNİN MÜŞTERİ MEMNUNİYETİ VE YENİDEN SATIN ALMA NİYETİ ÜZERİNE ETKİSİ”. Hacettepe Sağlık İdaresi Dergisi 24, no. 3 (September 2021): 533-54.
EndNote Mete B, Uğurluoğlu Ö (September 1, 2021) SAĞLIK KURUMLARINDA HİZMET HATASI TELAFİ STRATEJİLERİNİN MÜŞTERİ MEMNUNİYETİ VE YENİDEN SATIN ALMA NİYETİ ÜZERİNE ETKİSİ. Hacettepe Sağlık İdaresi Dergisi 24 3 533–554.
IEEE B. Mete and Ö. Uğurluoğlu, “SAĞLIK KURUMLARINDA HİZMET HATASI TELAFİ STRATEJİLERİNİN MÜŞTERİ MEMNUNİYETİ VE YENİDEN SATIN ALMA NİYETİ ÜZERİNE ETKİSİ”, HSİD, vol. 24, no. 3, pp. 533–554, 2021.
ISNAD Mete, Buse - Uğurluoğlu, Özgür. “SAĞLIK KURUMLARINDA HİZMET HATASI TELAFİ STRATEJİLERİNİN MÜŞTERİ MEMNUNİYETİ VE YENİDEN SATIN ALMA NİYETİ ÜZERİNE ETKİSİ”. Hacettepe Sağlık İdaresi Dergisi 24/3 (September 2021), 533-554.
JAMA Mete B, Uğurluoğlu Ö. SAĞLIK KURUMLARINDA HİZMET HATASI TELAFİ STRATEJİLERİNİN MÜŞTERİ MEMNUNİYETİ VE YENİDEN SATIN ALMA NİYETİ ÜZERİNE ETKİSİ. HSİD. 2021;24:533–554.
MLA Mete, Buse and Özgür Uğurluoğlu. “SAĞLIK KURUMLARINDA HİZMET HATASI TELAFİ STRATEJİLERİNİN MÜŞTERİ MEMNUNİYETİ VE YENİDEN SATIN ALMA NİYETİ ÜZERİNE ETKİSİ”. Hacettepe Sağlık İdaresi Dergisi, vol. 24, no. 3, 2021, pp. 533-54.
Vancouver Mete B, Uğurluoğlu Ö. SAĞLIK KURUMLARINDA HİZMET HATASI TELAFİ STRATEJİLERİNİN MÜŞTERİ MEMNUNİYETİ VE YENİDEN SATIN ALMA NİYETİ ÜZERİNE ETKİSİ. HSİD. 2021;24(3):533-54.