Dịch vụ y tế: Tác động của các loại kỹ năng giao tiếp của bác sĩ đối với giá trị cảm nhận của bệnh nhân
DOI:
https://doi.org/10.24311/jabes/2018.29.3.2Keywords:
Communication skills, Listening skill, Advising skill, Process value, Outcome value, Health serviceAbstract
Some prior studies on customer behavior have mostly been conducted when customers are in a fit state of mental and physical health during their using service. However, people who use health service to do medical examinations or get treatments are mainly in the bad state of health, which is assumed to affect their perception on service value as well as the communication between them and doctor. This study aims to investigate the relationship between physician's communication skills and customer perception on health service value. Using the data collected from the survey of 262 patients, the results reveal that physician's listening and advising skills have positive effects on process value, leading to the outcome value of medical service. Additionally, these impacts are equally strong on process value, but not directly on outcome value
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