A Sociocognitive Approach to Service Quality and Adherence Amongst Elderly Patients: A Pilot Study

Article

Snell, Lan and White, Lesley. 2011. "A Sociocognitive Approach to Service Quality and Adherence Amongst Elderly Patients: A Pilot Study." Health Marketing Quarterly. 28 (2), pp. 99-115. https://doi.org/10.1080/07359683.2011.545332

Article Title	A Sociocognitive Approach to Service Quality and Adherence Amongst Elderly Patients: A Pilot Study
ERA Journal ID	32875
Article Category	Article
Authors	Snell, Lan (Author) and White, Lesley (Author)
Journal Title	Health Marketing Quarterly
Journal Citation	28 (2), pp. 99-115
Number of Pages	17
Year	2011
Place of Publication	United States
ISSN	0735-9683
	1545-0864
Digital Object Identifier (DOI)	https://doi.org/10.1080/07359683.2011.545332
Web Address (URL)	https://www.tandfonline.com/doi/abs/10.1080/07359683.2011.545332
Abstract	This article examines the relationship between patients' perceptions of emotional intelligence (EI), health competence, service quality, and adherence behavior in the Home Medicines Review (HMR) setting. Participants were purposively recruited from different urban and regional areas in Australia and qualitative data were obtained from in-depth interviews with 20 HMR patients. Service quality is conceptualized from a sociocognitive perspective by incorporating psycho-socio factors such as EI and health competence as moderators to overall service quality and adherence. The findings suggest that EI and health competence influence patient perceptions of service quality and nonadherence at multiple levels of abstraction. Implications are that staff training and development programs that incorporate EI could improve service delivery which could increase patient perceptions of service quality and adherence. Designing intervention initiatives aimed at increasing patient awareness and education of their health conditions could also improve service quality perceptions and adherence behavior.
Keywords	Adherence; Emotional intelligence; Health competence; Service quality
ANZSRC Field of Research 2020	350611. Service marketing
Byline Affiliations	University of Sydney
Institution of Origin	University of Southern Queensland

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