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 ID32875
Article CategoryArticle
AuthorsSnell, Lan (Author) and White, Lesley (Author)
Journal TitleHealth Marketing Quarterly
Journal Citation28 (2), pp. 99-115
Number of Pages17
Year2011
Place of PublicationUnited States
ISSN0735-9683
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.

KeywordsAdherence; Emotional intelligence; Health competence; Service quality
ANZSRC Field of Research 2020350611. Service marketing
Byline AffiliationsUniversity of Sydney
Institution of OriginUniversity of Southern Queensland
Permalink -

https://research.usq.edu.au/item/q6v59/a-sociocognitive-approach-to-service-quality-and-adherence-amongst-elderly-patients-a-pilot-study

Log in to edit
  • 65
    total views
  • 2
    total downloads
  • 1
    views this month
  • 0
    downloads this month

Export as

Related outputs

Exploring Tenets of Data Democratization
Samarasinghe, Sasari, Lokuge, Sachithra and Snell, Lan. 2022. "Exploring Tenets of Data Democratization." 26th Pacific Asia Conference on Information Systems (PACIS 2022). Taipei, Taiwan 05 - 09 Jul 2022
An Exploratory Study of the Application of Internal Marketing in Professional Service Organizations
Snell, Lan and White, Lesley. 2009. "An Exploratory Study of the Application of Internal Marketing in Professional Service Organizations." Services Marketing Quarterly. 30 (3), pp. 195-211. https://doi.org/10.1080/15332960902993460
An Exploratory Study of the Role of Emotional Intelligence and Self-Efficacy on Service Quality and Adherence in a Weight Loss Setting
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
Achieving growth-quality of work life ambidexterity in small firms
Snell, Lan, Sok, Phyra and Danaher, Tracey S.. 2015. "Achieving growth-quality of work life ambidexterity in small firms." Journal of Service Theory and Practice. 25 (5), pp. 529-550. https://doi.org/10.1108/JSTP-04-2014-0064
Linking entrepreneurial orientation and small service firm performance through marketing resources and marketing capability: A moderated mediation model
Sok, Phyra, Snell, Lan, Lee, Wai Jin (Thomas) and Sok, Keo Mony. 2017. "Linking entrepreneurial orientation and small service firm performance through marketing resources and marketing capability: A moderated mediation model." Journal of Service Theory and Practice. 27 (1), pp. 231-249. https://doi.org/10.1108/JSTP-01-2016-0001
Does transformational leadership always matter in frontline service roles?
Sok, Keo Mony, Sok, Phyra, Snell, Lan and Qiu, Pingping. 2018. "Does transformational leadership always matter in frontline service roles?" Journal of Service Theory and Practice. 28 (6), pp. 733-751. https://doi.org/10.1108/JSTP-03-2018-0053
The contribution of the composite of clinical process indicators as a measure of hospital performance in the management of acute coronary syndromes—insights from the CONCORDANCE registry
Aliprandi-Costa, Bernadette, Sockler, James, Kritharides, Leonard, Morgan, Lucy, Snell, Lan-Chi, Gullick, Janice, Brieger, David and Ranasinghe, Isuru. 2016. "The contribution of the composite of clinical process indicators as a measure of hospital performance in the management of acute coronary syndromes—insights from the CONCORDANCE registry." European Heart Journal Quality of Care and Clinical Outcomes. 3 (1), pp. 37-46. https://doi.org/10.1093/ehjqcco/qcw023
ST-Elevation Acute Myocardial Infarction in Australia—Temporal Trends in Patient Management and Outcomes 1999–2016
Aliprandi-Costa, Bernadette, Morgan, Lucy, Snell, Lan Chi, Souza, Mario D., Kritharides, Leonard, French, John, Brieger, David and Ranasinghe, Isuru. 2019. "ST-Elevation Acute Myocardial Infarction in Australia—Temporal Trends in Patient Management and Outcomes 1999–2016." Heart Lung and Circulation. 28 (7), pp. 1000-1008. https://doi.org/10.1016/j.hlc.2018.05.191
A socio-cognitive approach to customer adherence in health care
Snell, Lan, White, Lesley and Dagger, Tracey. 2014. "A socio-cognitive approach to customer adherence in health care." European Journal of Marketing. 48 (3-4), pp. 496-521. https://doi.org/10.1108/EJM-05-2012-0290
The curvilinear effect of professional faultlines on team innovation: The pivotal role of professional identity threat
Mitchell, Rebecca, Boyle, Brendan and Snell, Lanchi. 2021. "The curvilinear effect of professional faultlines on team innovation: The pivotal role of professional identity threat." Applied Psychology: an international review. 71 (1), pp. 1-16. https://doi.org/10.1111/apps.12322