A Conceptual Model of Service Quality and Adherence in a Health Setting

Lanchi Snell, Lesley White

Research output: Book chapter/Published conference paperConference paperpeer-review


This paper presents the findings from an exploratory study with 20 Home Medicines Review(HMR) patients in Australia. The HMR program is a government initiative aimed atimproving patient health and involves collaboration between the GP, pharmacist and patientin reviewing patient use of medicines. The objective of our study was to develop a sociocognitivemodel of service quality and adherence with respect to the HMRs. Specifically, weexplored how emotional intelligence (EI) and perceived health competence (PHC) affectservice quality perceptions and whether these evaluations impact the patients' adherencebehaviour. The findings suggest that EI and PHC influence quality perceptions, which in turnimpacts adherence. A conceptual model has been developed reflecting these relationships asa basis for further research.
Original languageEnglish
Title of host publicationSustainable management and marketing
Place of PublicationAustralia
Number of pages8
ISBN (Electronic)1863081593
Publication statusPublished - 2009
EventAustralian and New Zealand Marketing Academy Conference - Monash University, Melbourne, Australia
Duration: 30 Nov 200902 Dec 2009


ConferenceAustralian and New Zealand Marketing Academy Conference


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