COMPONENTS OF MEDICAL SERVICE USERS’ DISSATISFACTION: A PERCEIVED CONTROL PERSPECTIVE

Jungki Lee

International Journal of Management and Marketing Research, 2012, vol. 5, issue 2, 53-63.

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.

Keywords: marketing; customer dissatisfaction; medical services; perceived control (search for similar items in EconPapers)
JEL-codes: M31 (search for similar items in EconPapers)
Date: 2012
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