The role of perceived responsibility in patient complaint management
Domain:
healthcareRecord type:
paper
Creator:
HatMohAbdDor
Publisher:
SAG
Host:
When customers complain, they express their dissatisfaction with a
company or a service provider and request that their complaints are
processed. Accordingly, this paper tries to determine the role of
perceived responsibility in managing complaints following a service
dysfunction. After a review of the relevant literature, we propose a
research model that estimates how perceived responsibility mediates the
contribution of justice dimensions to customer satisfaction and this
latter’s effect on the relationship between perceived quality and
perceived justice dimensions. The proposed model is tested on a sample
of 350 patients from several private clinics located in Tunis.
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