An exploratory study of the role of emotional intelligence and self-efficacy on service quality and adherence in a weight loss setting

Lanchi Snell, Lesley White

Research output: Book chapter/Published conference paperConference paper

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Abstract

This study investigates the role of self-efficacy (SE) and emotional intelligence (EI) onperceived quality and adherence. SE and EI are proposed to moderate the relative strength ofthe relationship between perceived technical and functional quality and adherence. Thesevariables are also proposed to directly influence adherence behaviour. Qualitative data wereobtained from in-depth interviews with 20 customers on a pharmacy meal replacementprogram. Participants were purposely recruited from different urban and regional areas inAustralia. The findings suggest that SE and EI moderate the relative strength of qualityperceptions and also support a direct link between these variables and adherence. By tailoringservice delivery interventions to customers displaying different socio-cognitive profiles,health care providers could positively influence quality perceptions which could increaseadherence.
Original languageEnglish
Title of host publicationDoing more with less
EditorsPaul Ballantine, Jörg Finsterwalder
Place of PublicationNew Zealand
PublisherUniversity of Canterbury
Pages1-9
Number of pages9
ISBN (Electronic)9780473178192
Publication statusPublished - 2010
EventAustralian and New Zealand Marketing Academy Conference - Christchurch, NZ, New Zealand
Duration: 29 Nov 201001 Dec 2010

Conference

ConferenceAustralian and New Zealand Marketing Academy Conference
CountryNew Zealand
Period29/11/1001/12/10

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  • Cite this

    Snell, L., & White, L. (2010). An exploratory study of the role of emotional intelligence and self-efficacy on service quality and adherence in a weight loss setting. In P. Ballantine, & J. Finsterwalder (Eds.), Doing more with less (pp. 1-9). University of Canterbury.