An Exploratory Study of the Role of Emotional Intelligence and Self-Efficacy on Service Quality and Adherence in a Weight Loss Setting

Article


Snell, Lan and White, Lesley. 2011. "An Exploratory Study of the Role of Emotional Intelligence and Self-Efficacy on Service Quality and Adherence in a Weight Loss Setting." Services Marketing Quarterly. 32 (3), pp. 228-246. https://doi.org/10.1080/15332969.2011.581973
Article Title

An Exploratory Study of the Role of Emotional Intelligence and Self-Efficacy on Service Quality and Adherence in a Weight Loss Setting

ERA Journal ID19863
Article CategoryArticle
AuthorsSnell, Lan (Author) and White, Lesley (Author)
Journal TitleServices Marketing Quarterly
Journal Citation32 (3), pp. 228-246
Number of Pages19
Year2011
Place of PublicationUnited States
ISSN1533-2969
1533-2977
Digital Object Identifier (DOI)https://doi.org/10.1080/15332969.2011.581973
Web Address (URL)https://www.tandfonline.com/doi/abs/10.1080/15332969.2011.581973
Abstract

By invoking social cognition theory, this study examines customer competencies that influence service quality perceptions and adherence. Specifically, the study investigates the role of self-efficacy (SE) and emotional intelligence (EI) on perceived quality and adherence. SE and EI are proposed to moderate the relative strength of the relationship between perceived technical and functional quality and adherence. These variables are also proposed to directly influence adherence behavior. Qualitative data were obtained from in-depth interviews with 20 customers on a pharmacy meal replacement program (the “Tony Ferguson Weightloss Program”). Participants were purposely recruited from different urban and regional areas in Australia. The findings suggest that SE and EI moderate the relative strength of quality perceptions. The results also support a direct link between these sociocognitive variables and adherence. By tailoring service delivery interventions to customers displaying different sociocognitive profiles, health organizations could benefit from increased perceptions of quality that could positively influence adherence behavior.

KeywordsAdherence; Emotional intelligence; Self-efficacy; Service quality; Sociocognition
ANZSRC Field of Research 2020350611. Service marketing
Byline AffiliationsUniversity of Sydney
Institution of OriginUniversity of Southern Queensland
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