医院服务失误及服务补救现状的社会调查  

Society survey about service failure and service recovery in hospital

作　　者：魏培德[1] 陈玉强[1] 徐阳华[2] 林志扬[2] 姜新莉[1] 

机构地区：[1]解放军第174医院,福建厦门361003 [2]厦门大学管理学院,福建厦门361003

出　　处：《中国医院管理》2008年第11期18-20,共3页Chinese Hospital Management

基　　金：中国博士后科学基金资助项目(2005038171)

摘　　要：以在校大学生及公司职员为研究对象,通过问卷调查了解当前社会对医院服务失误的感知以及当遭遇服务失误所采取的态度,并对医院的服务补救措施作出评价。旨在对医院控制服务失误、提高服务补救水平提供参考意见。In this article undergraduate and corp. staff were acted as study object; by the way of questionnaire apperceive and attitude when encounter service failure in hospitat were obtained;then service recovery was evaluated. Finally, some propose was recommended for hospital to control service failure and improve service recovery.

关 键 词：服务失误 服务补救 社会调查 

分 类 号：R197.3[医药卫生—卫生事业管理]