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
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