Hizmet Deneyimi Sonucu Olumsuz Hasta Davranışlarında Algılanan Kurumsal İtibarın Aracı Rolü.

The aim of this study is to examine the effect of service experience on negative patient behaviors and the mediating role of corporate reputation on this effect. The research data were obtained from the adult individuals using health services in Turkey in the last year, by using the online questionnaire, using the easy probabilistic sampling method. The questionnaire form consists of four parts. The first part consists of three statements (age, gender, hospital type) containing the demographic characteristics of the participants. In the second part, negative behavioral responses scale developed by Zeithaml et al. was used. In the third part, the service experience scale developed by Boakye et al. was used. In the last part, the corporate reputation scale developed by Torres et al. was used. According to the research findings, service experience affects the behaviors of complaining (β=-0.147), negative word of mouth (β=-0.233) and switching (β=-0.165), but has no effect on interia. In addition, perceived corporate reputation has a mediating role in the effect of service experience on patient behavior. As a result, when patients experience a negative experience, they may complain, change or verbally disparage the health institution. In addition, healthcare providers can prevent negative patient behaviors if they strengthen their reputations. Therefore, healthcare institutions should strive to improve the service experience of patients and strengthen their reputations. [ABSTRACT FROM AUTHOR]