個人資本對知覺服務品質之影響探討:以醫院病患為例 陳軍甫、吳孟玲
E-mail: 9418281@mail.dyu.edu.tw
摘 要
鑑於提供病患優質與平等之服務品質對醫療產業維持競爭優勢之重要性，本研究以社會資本、財務資本及人力資本三項個 人資本理論，探討其對服務品質之影響。本研究對545份有效問卷進行迴歸分析，主要之研究結果為(1)社會資本多寡將導 致不平等之服務品質待遇，反映出有無人脈關係對於醫療服務品質之影響。(2)財務資本將正向影響服務過程之溝通性與反 應性，造成不公平之服務待遇。(3)人力資本的教育構面對服務品質呈高度顯著之負向影響，顯示醫療產業中存在顯著之資 訊不對稱特性，而人力資本為影響資訊差異缺口大小的關鍵要素之一。本研究亦對管理實務及學術研究之意涵提出說明。
關鍵詞 : 社會資本 ; 財務資本 ; 人力資本 ; 知覺服務品質
目錄
第一章 緒論...…1 第二章 文獻探討與假說 第一節 服務品質………
……….………3 第二節 社會資本與服務品質………....…4 第三節 財務資本與服務 品質………...…6 第四節 人力資本與服務品質…………...………7 第三章 研究方法 第一節 研究架構………...…………10 第二節 樣本結構……...…
……10 第三節 操作性定義…………...……….….11 第四章 研究結果 第一節 相關分析…………
…...………..14 第二節 ?歸分析…...………..15 第五章 結論 第一節 研究結論………...………..19 第二節 研究意涵…………...…………..22 第三節 管理意涵………...……..24 第四節 研究限制………...………
…..24 第五節 研究建議…………...………..25 參考文獻...………
………..26 附錄...………..36 參考文獻
一、 中文文獻 1. 王淑女、侯崇文、林桂碧、夏春祥、周愫嫻譯，Landis, J. R.著，2002，社會學的概念與特色，洪葉文化事業有限公司
。 2. 林南，2001，社會資本: 爭鳴的範式和實證的檢驗，香港社會學學報，第二期:1-38。 3. 朱巧豔、蕭佳華譯，Cookerham, W. C.著
，2002，醫療社會學，五南出版社。 4. 胡幼慧，2001年，新醫療社會學:批判與另類的視角，心理出版社 5. 吳靜芳、劉典嚴、謝惠娟譯
，Hoyer, W. D. and D. J. Maclnnis著，消費者行為，2003，高立圖書有限公司。 6. 張苙雲，1999，社會學與台灣社會，巨流。 7. 黃毅志
，2002，書評:林南(Nan Lin)的「社會資本(Social capital)」理論對於台灣教育社會學研究之啟發，臺灣教育社會學研究，二卷二
期:153-163 8. 謝啟瑞，1996年，健康經濟學，五南出版社。 9. 陳欽賢、劉彩卿、林建仁、朱子彬、邱文遠，2003，總額支付制度下醫院 同儕行為之競合:賽局理論分析，醫務管理期刊，4(3) 10. 郭德賓、周泰華、黃俊英，2000，服務業顧客滿意評量之重新檢測與驗，中山 管理評論，第八卷第一期:153-200。 二、 英文文獻 1. Adler.P and S.W. Kwon, 2002. Social Capital: Prospects for a New Concept, The Academy of Management Review, 27(1): 17-40. 2. Adjaye, J. A., 2004. Income Inequality and Health: A Multi-Country Analysis, International Journal of Social Economics, 31:195-208. 3. Alba, J. W. and J. W. Hutchinson, 1987. Dimensions of Consumer Expertise, Journal of Consumer Research, 13:411-454. 4. AldhizerⅢ, G. R., L. D. Turner and M. D. Shank, 2002. Determinants of Consulting Service Quality for Accounting and Nonaccounting Service Providers, Journal of Information Sysrems, 16(1):61-74. 5. Andreassen, T. W. and B. Lindestad, 1998. Customer Loyalty and Complex Service the Impact of Corporate Image on Quality, Customer Satisfaction and Loyalty for Customers with Varying Degrees of Service Expertise, International Journal of Service Industry Management, 9(1):7-22. 6. Ang, S., S.Slaughter, and K. Y. Ng, 2002. Human Capital and Institutional Determenants of Information Technology Compensation: Modeling Multilevel and Cross-Level Interaction, Management Science, 48(11):427-1445. 7. Ayalew, T., 2005. Parental Perference, Heterogeneity, and Human Capital Inequality, Economic Development and Cultural Change, 53(2):381-407. 8. Baker, T. L. and S. A. Taylor, 1997. Patient Satisfaction and Service Quality in the Formation of Customers’
Future Purchase Intentions in Competitive Health Service Settings, Healthy Marketing Quarterly, 15(1):1-15. 9. Bearden, W. O. and J. E. Teel, 1983. Selected Determinants of Consumer Satisfaction and Complaint Reports, Journal of Marketing Research, 20:21-8. 10. Becker, G. 1964.
Human Capital: A Theoretical and Empirical Analysis with Special Reference to Education, New York: Columbia University Press. 11. Becker, G.
S., 1993. Human Cpital:A Theoretical and Empirical Analysis, with Special Reference to Education, The University of Chicago Press. 12. Bitnaer, M. J., B. J. Booms and M. S. Tetreault, 1990. The Service Encounter: Diagnosing Favorable and Unfavorable Incidents, Jounral of Marketing,
54:71-84. 13. Boshoff, C. and Gary, B., 2004. The Relationships between Service Quality, Customer Satisfaction and Buying Intentions in Private Hospital Industry, S.Afr.J.Bus.Manage, 35(4):27-37. 14. Bourdieu, P., 1984. Distinction: A Social Critique of the Judgement of Taste, Routledge and Kegan Paul, London. 15. Bourdieu, P., 1986. The Forms of Capital, In Richardson, J. G. (ed.) Handbook of Theory and Research for the Sociology of Education. trans. by Nice, R. New York: Green Wood Press:241-258. 16. Burt, R., 1992. Structural Holes: The Social Structure of Competition, C. H. U. Press. 17. Carman, J. M., 2000. Patient Perceptions of Service Quality: Combining the Dimensions, Journal of Service Marketing, 14(4):337-352. 18. Carter, N.M., C.G. Brush, P.G. Greene, E. Gatewood and M.M.Hart, 2003. Women Entrepreneurs Who Break Through to Equity Financing: The Influence of Human, Social and Financial Capital, 5(1):1-28. 19. Chenoweth, L. and D. A. Stehlik, 2004.
Implications of Social Capital for Inclusion of People with Disabilities and Families in Community Life, International Journal of Inclusive Education, 8(1):9-72. 20. Coleman, J., 1988. Social Capital in the Creation of Human Capital, American Journal of Sociology, 94::5-120. 21.
Coleman, J., 1990. Foundations of Social Theory, Cambridge: The Belknap Press. 22. Conley, J. and Dix, M., 2004, Beneficial Inequality in the Provision of Municipal Services: Why Rich Neighborhood Should Get Plowed First, Southern Economic Journal, 70(4):731-745. 23. Cronin, J. J.
Jr., and S. A. Taylor, 1992. Measuer Service Quality: A Reexamination and Extension, Journal of Marketing, 56(3):5-69. 24. Cui, C. C., B. R.
Lewis and W. Park, 2003. Sercvice Quality Measurement in the Banking Sector in South Korea, International Journal of Bank Marketing, 21(4):191-201. 25. Dabholkar, Pratibha A., DayleI. Thorpe and Joseph O. Rentz, 1996. A Measure of Service Quality for Retail Store: Scale Development and ValiDation, Journal of Marketing, 54:68-81. 26. Dean, A. M., 2004. Rethinking Customer Expectations of Service Quality: Are Call centers differt? The Jounral of Service Marketing, 18(1):60-77. 27. Duffy, J. A. M. and A. A. Ketchand, 1998. Examining The Role of Service Quality in Overall Service Satisfaction, Journal of Managerial Issues, 10(2):40-256. 28. Engelland, B. T., C. D. Hopkins and D. A. Larson, 2001.
Market Mavenship as an Influencer of Service Quality Evaluation, Journal of Marketing Theory and Practice, 9(4):15-25. 29. Fitzsimmons, J. A.
and M. J. Fitzsimmons, 1994. Service Management for Competitive Advantage, New York: McGraw-Hill. 30. Farrell, A. M., A. L. Souchon and G. R. Durden 2001. Service Encounter Conceptualisation: Employees’ Service Behaviours and Customers’ Service Quality Perceptions, Journal of Marketing Management, 17:577-593. 31. Gounaris, S. P., V. Stathalopoulos and A. D. Athanassopoulos, 2003. Antecedents to Perceived service quality: An Exploratory study in the banking industry, International Journal of Bank Marketing, 21(4):168-190. 32. Granovetter, M., 1973. The Strength of Weak Tie, American Journal of Sociology 78(13):60-80. 33. Gwinner, K. P., D. D. Gremler and M. J. Bitner, 1998.
Relation Benefits in Services Industries: The Customer’s Perspective, Academy of Marketing Science, 26(2):101-114. 34. Hair, J.F. Anderson, R.E. Tatham, R.L. and Black., W.C., 1995. Multivariate Data Analysis with Reading, Prentice Hall Press. 35. Ham, C. L.,2003. Analyzing the Value of Service Quality Management: Gaining Competitive Advantages, International Journal of Value-Based Management, 16(2):31-152. 36.
Honig, B., 1998. What Determines Success？Examining The Human, Financial, and Social Capital of Jamaican Microentrepreneurs, Journal of Business Venturing, 13:371-394. 37. Hsieh, Y. M. and A. T. Hsieh, 2001. Enhancement of Service Quality with Job Standardisation, The Service industries Journal, 21(3):147-166. 38. Johnston, R. 1995. The Determinants of Service Quality in Service Encounters, International Journal of Hospitality Management, 16(1):39-63. 39. Lee, C. S. 2005, Income Inequality, Democracy, and Public Sector Size, American Sociological Review, 70(1):158-182. 40. Lee, D. J., J. H. Pae and Y. H. Wong, 2001. A Model of Close Business Relationship in China (Guanxi), European Journal of Marketing, 35(1/2):51-75. 41. Leonard, F. S. and W. E. Sasser, 1982. The Incline of Quality, Harvard Business Review, 60:163-171. 42. Lesgold, A., R. Harriet, P. J. Feltovich, R. Glaser, D. Klopfer and Y. Wang., 1988. Expertise in a Complex Skill: Diagnosing x-ray Picture, in The Nature of Expertise, ed. Michelene T. H. Chi er al., Hillsdate, NJ:Erlbaum:311-342. 43. Lewis, R. C. and Booms, B. H., 1983. The Marketing Aspects of Service Quality, American Marketing Association:99-104. 44. Lin, N., 2000. Inequality in social capital, Contemporary Sociology, 29(6):785-795.
45. Lin, N., 2001. Social Capital:A Theory of Social Structure and Action, Cambridge University Press. 46. Lin, N., and M. Dumin, 1986. Access to Occupations Through Social Ties, Social Networks, 8(4):365-385 47. Lovelock, C. 2001. Services Marketing: People, Technology, Strategy, Prentice Hall, Englewood Cliffs, NJ. 48. McFadyen, M.A. and A.A. Cannella, 2004. Social Capital and Knowledge Creation:Diminshing Returns of The Number and Strength of Exange Relationships, Academy of Management Journal, 47(5):35-746. 49. Mckee, M. 2002. What Can health Services Contribute to the Reduction of Inequalities in Health, Second J Public Health,:54-58. 50. Mels, G., C. Boshoff, and D. Nel, 1997. The Dimension of Service Quality: The Original European Perspective Revisited, The Service Industries Journal, 17(1):73-189. 51. Messsias, E., 2003.
Income Inequality, Illiteracy Rate, and Life Expectancy in Brazil, American Journal of Public Health, 93(8):1294-1296. 52. Meyerson, E. M. 1994.
Human Capital, Social Capital and Compensation:The Relative Contribution of Social Contacts to Managers’ Incomes, Acta Sociaologica, 37:383-399. 53. Myers, M.B., D.A. Griffith, and P.J. Daugherty, 2004. Maximizing The Human Capital Equation In Logistics:Education, Expensive, and Skills, Journal of Business Logistics, 25(1):211-232. 54. Mayer, K. J., 2002. Human Resource Practices and Service Quality in Theme Parks, International Journal of Contemporary Hospitality Management, 14(4):169-175. 55. Mitchell, A. A. and P. A. Dacin, 1996. The Assessment of Alternative Measyres of Consumer Expertise, Journal of Consumer Research, 23:219-239 56. Nerdrum, L. and T. Erikson, 2001.
Intellectual Capital: A Human Capital Perspective, Journal of Intellectual Capital, 2(2):127-135 57. Ng, T. W. H., L. T. Eby, K. L. Sorensen, and D. C. Feldman., 2005. Predictors Of Objective and Subjective Career Success: A META-ANALYSIS, PersonnelPsychology. Durham,
58(2):367-410. 58. Oliver, R. L. 1980.A Cognitive Model of the Antecedents and Consequences of Satisfaction Decision, Journal of Marketing Research, 17:460-469 59. Oliver, R. L. and J. E. Swan, 1989. Equality and Disconfirmation Perceptions as Influences on Merchant and Product Satisfaction, Journal of Consumer Research, 16:372-383 60. Orava, M. and P. Tuominen, 2002. Curing and Caring in Surgical Service: A Relationship Approach, The Journal of Services Marketing, 16(7):677-691 61. Parasuraman, A., V.A. Zeithaml, and L.L. Berry, 1985. A
Conceptual Model of Service Quality and Its Implications for Future Research, Journal of Marketing, 48(3):41-50. 62. Parasuraman, A., V.A.
Zeithaml, and L.L. Berry, 1988. SERVQUAL; A Multiple-Item Scale for Measuring Comsumer Perceptions of Service Quality, Journal of Retailing, 64(1):2-40 63. Pashigian, B. P., S. Peltzman and J. M. Sun, 2003. Firm Responses to Income Inequality and Cost of Time, Review of Industrial Organization, 22(4):253-273. 64. Patel, V. and G. J. Groen, 1991. Familiarity and its Impact on Consumer Design Biases and Heuristics, Journal of Consumer Research, (8):223-230 65. Pennings, J.M., K.Lee and A.J. Witteloostuijn, 1998. Human Capital, Social Capital, and Firm Dissolution, Academy of Management Journal,8,41(4):425-44. 66. Rice, M. F., 1979. Inequality, Discrimination, and Service Delivery: A recapitulation for the Public Administrator, International Journal of Public Administration, 1(4):409-435. 67. Social Science Council, 1968.
Research on poverty. London: Heineman 68. Somersalo, H. and T. Solantaus, 2001. Economic Recession and Inequality in Education: Children Needing Special Services in Focus, Scandinavian Journal of Education Research, 45(3):233-248. 69. Spathis, C., E. Petridou and N. Glveli, 2004.
Managing Service Quality in Banks: Customers’ Gender effects, Managing Service Quality, 14(1):90-102. 70. Spreitzer, G.M., 1996. Social Structural Characteristics of Psychological Empowerment, Academy of Management Journal, 39(2):483-504. 71. Stafford, M. R., 1996.
Demographic Discriminators of Service Quality in the Banking Industry, The Journal of Service Marketing, 10(4):6-22. 72. Stevenson, D. L. and D. P. Baker, 1992. Shadow Education and Allocation in Formal Schooling: Transition to University in Japan, The American Journal of Sociology, 97(6):1639-1657. 73. Takeuchi, H. and J. A Quetlch, 1983. Quality is More Important Than Makeing a Good Product, Harvard Business Review, 61:139-145. 74. Teachman, J. D., K. Paasch and K. Carver, 1997. Social Capital and The Generation of Human Capital, Social Forces,
75(4):1314-59. 75. Tomlinson, M., 2003. Lifestyle and Social Class, European Sociological Review, 19(1):97-111. 76. Ueltschy, L. C and R. F.
Krampf, 2001. Cultural Sensitivity to Satisfaction and Service Quality Measures, Journal of Marketing Theory and Practice, 9(3):14-32. 77. Webb, D., 2000. Understanding Customer Role and its Importance in the Formation of Service Quality, The Service Industries Journal, 20(1):1-21. 78.
Wilson, D. and V. Mummalaneni, 1988. Modeling and Measuring Buyer-Seller Relationship, Reasearch Report No.3, Institute for the Study of Business Markets, University Park, PA. 79. Wisniewski, M. and M. Donnelly, 1996. Measuring Service Quality in the Public Sector: the Potential for Servqual, Total Quality Management, 7(4):357-365. 80. Wong, A. and A. Sohal, 2003. Service Quality and Customer Loyalty Perspectives on Two Levels of Retail Relationships, The Journal of Service Marketing, 17:95-511.. 81. Yang, C. C., 2003. Establishment and Applications of the Integrated Model of Service Quality Measurement, Managing Service Quality, 13(4):310-324. 82. Young, T. J. and L. A. French, 1996. Suicide and Homicide Rates Among U.S. Indian Health Service Areas: The Income Inequality Hypothesis, Social Behavior and Personality,
24(4):365-366. 83. Zsidisin, G.. A., M. Jun. and L. L. Adams, 2000. The Relationship Between Information Technology and service Quality in the Dual-Direction Supply Chain: A case study approach, International Journal of Service Industry Management, 11(4):312-328. 84. Zeithaml, V. and M. J. Bitner, 2000. Service Marketing: Integrating Customer Focus Across the Firm, 2nd ed., Irwin McGraw-Hill Publishing, New York, NY.
