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.
|Title of host publication||Doing more with less|
|Editors||Paul Ballantine, Jörg Finsterwalder|
|Place of Publication||New Zealand|
|Publisher||University of Canterbury|
|Number of pages||9|
|Publication status||Published - 2010|
|Event||Australian and New Zealand Marketing Academy Conference - Christchurch, NZ, New Zealand|
Duration: 29 Nov 2010 → 01 Dec 2010
|Conference||Australian and New Zealand Marketing Academy Conference|
|Period||29/11/10 → 01/12/10|
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.