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Components Of Medical Service Users’ Dissatisfaction: A Perceived Control Perspective

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  • Jungki Lee

Abstract

Studies across cultures have consistently reported significant levels of dissatisfaction among medical service users. However, there is a surprising paucity in literature dealing with the nature and structure of dissatisfaction among them. This study attempts to examine the components of dissatisfaction among medical service users. The study utilizes the tripartite characteristics of personal control (Averil 1973) to scrutinize the dissatisfactory medical service incidents. Data were collected from individuals who had experienced varying degrees of dissatisfaction with medical services. Data analysis reveals that medical users’ dissatisfaction can be effectively classified into the three types of control proposed. The study also confirms that medical service users’ dissatisfaction with medical services is strongly influenced by their perception of low control during the medical service encounters. Managerial implications and future research directions are provided.

Suggested Citation

  • Jungki Lee, 2012. "Components Of Medical Service Users’ Dissatisfaction: A Perceived Control Perspective," International Journal of Management and Marketing Research, The Institute for Business and Finance Research, vol. 5(2), pages 53-63..
    • Handle: RePEc:ibf:ijmmre:v:5:y:2012:i:2:p:53-63
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    References listed on IDEAS

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    1. Greenberger, David B. & Strasser, Stephen & Cummings, Larry L. & Dunham, Randall B., 1989. "The impact of personal control on performance and satisfaction," Organizational Behavior and Human Decision Processes, Elsevier, vol. 43(1), pages 29-51, February.
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    5. Chernev, Alexander, 2003. "When More Is Less and Less Is More: The Role of Ideal Point Availability and Assortment in Consumer Choice," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 30(2), pages 170-183, September.
    6. Ware, John E. & Davis, Allyson R., 1983. "Behavioral consequences of consumer dissatisfaction with medical care," Evaluation and Program Planning, Elsevier, vol. 6(3-4), pages 291-297, January.
    Full references (including those not matched with items on IDEAS)

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    More about this item

    Keywords

    marketing; customer dissatisfaction; medical services; perceived control;
    All these keywords.

    JEL classification:

    • M31 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Marketing and Advertising - - - Marketing

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