병원선택요인의 카노속성별 감정표현이 온라인 입소문에 미치는 영향 = The Impact of Emotional Expression on Online Word-of-Mouth by Kano's Attributes of Hospital Selection Factors

다국어 초록 (Multilingual Abstract)

This study delved into the complex nature of medical services as experience goods and trust services, investigating the profound impact of online word-of-mouth on medical consumers' decisions to visit hospitals. Considering the restrictive legal framework for medical advertising, consumers are increasingly dependent on unrestricted sources of information like online reviews. This research aimed to provide empirical evidence for the significant role online word-of-mouth plays in hospital selection.
Utilizing data from Naver reviews, hospital choice factors were classified based on the Kano model, revealing the subtle yet significant influence that word-of-mouth has on consumers' hospital visit intentions beyond merely positive or negative messages. In particular, the study provided insights into how the categorized positive and negative information, along with the presence or absence of emotional expression, affects the efficacy of word-of-mouth.
The experiment targeted medical consumers aged over 20 and, through analysis using the SPSS statistical program, yielded important findings. The direction of online word-of-mouth, the presence of emotional expression, and the interaction of Kano attributes all created significant differences in hospital visit intentions. Notably, emotional expression included in negative word-of-mouth concerning one-dimensional attributes markedly decreased visit intentions, whereas the absence of emotional expression in attractive attributes actually enhanced reliability and increased visit intentions.
These findings offer critical implications for redefining strategies in medical marketing and online review management. The discoveries of this study underscore the importance of active engagement and strategic management of online reviews by medical service providers, urging careful consideration of the various elements of online word-of-mouth that influence medical consumers' hospital visit intentions..