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

Lan Snell, Lesley White

Research output: Contribution to journalArticle

1 Citation (Scopus)

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 andadherence behavior.
Original languageEnglish
Pages (from-to)99-115
Number of pages17
JournalHealth Marketing Quarterly
Volume28
Issue number2
DOIs
Publication statusPublished - 2011

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