• The Journal of the Korea Contents Association
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• v.16 no.11
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• pp.72-82
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• 2016

Various studies have been done in medical service area but they have just focused on the examination of the relationships between cause and effect variables. This study, thus, empirically analyzed qualitative data regarding medical service problems using word cloud technique. The major results of the paper are as follows. The data reveal ten sources in medical service - forced treatment, excess inspection, misdiagnosis, carelessness, inexperienced service, waiting for emergency, reservation problem, unkindness, process problem, and inconvenience. Major words in the category of irrecoverable service failure are misdiagnosis, careless treatment, and inexperienced service whereas those in recoverable service failure are unkind attitude and negative experience in reservation system. Those who experienced a medical service problem are usually engaged in a public act and they make public protests and legal action against very severe problems. The conclusion of this study also suggests a summary, implication, and agenda of the research.

• Journal of the Korea Academia-Industrial cooperation Society
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• v.15 no.10
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• pp.6076-6083
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• 2014

Service recovery research has been conducted on the premise that service problems can be returned to the original condition. This study, however, focused on irrecoverable service problems for the first time and classified them according to the types and sub-types. The specific wants of customers who experienced unrecoverable service problems were identified by analyzing the customers' emotion, behavior pattern, and the company's responses. The results revealed three main types of problems and 2 categories in group 1, 6 categories in group 2, and 2 categories in group 3. In particular, damaged items and bodily harm were frequent problems, and bodily harm was recognized as the most severe failure. Regarding the customers' emotion, the customers were so enraged at the audacity and the company still showed many problems in terms of its response to the service failures. This study also suggested the analysis results of the customers' behavior and company evaluation.

• Journal of Preventive Medicine and Public Health
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• v.46 no.5
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• pp.282-290
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• 2013

Objectives: This study aimed to develop a health needs assessment (HNA) tool for persons with brain disorders and to assess the unmet needs of persons with brain disorders using the developed tool. Methods: The authors used consensus methods to develop a HNA tool. Using a randomized stratified systematic sampling method adjusted for sex, age, and districts, 57 registered persons (27 severe and 30 mild cases) with brain disorders dwelling in Seoul, South Korea were chosen and medical specialists investigated all of the subjects with the developed tools. Results: The HNA tool for brain disorders we developed included four categories: 1) medical interventions and operations, 2) assistive devices, 3) rehabilitation therapy, and 4) regular follow-up. This study also found that 71.9% of the subjects did not receive appropriate medical care, which implies that the severity of their disability is likely to be exacerbated and permanent, and the loss irrecoverable. Conclusions: Our results showed that the HNA tool for persons with brain disorders based on unmet needs defined by physicians can be a useful method for evaluating the appropriateness and necessity of medical services offered to the disabled, and it can serve as the norm for providing health care services for disabled persons. Further studies should be undertaken to increase validity and reliability of the tool. Fundamental research investigating the factors generating or affecting the unmet needs is necessary; its results could serve as basis for developing policies to eliminate or alleviate these factors.