Service Quality and Adherence: A Consumer Based Study on Non Adherence Behaviour in the HMR

Lanchi Snell, Lesley White

Research output: Book chapter/Published conference paperConference paper

Abstract

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 patient in reviewing patient use of medicines. The objective of our study was to develop a sociocognitive model of service quality and adherence with respect to the HMRs. Specifically, we explored how emotional intelligence (EI) and perceived health competence (PHC) affect service quality perceptions and whether these evaluations impact the patients' adherence behaviour. The findings suggest that EI and PHC influence quality perceptions, which in turn impacts adherence. A conceptual model has been developed reflecting these relationships asa basis for further research
Original languageEnglish
Title of host publicationSustainable management and marketing
EditorsDewi Tojib
Place of PublicationAustralia
PublisherANZMAC
Pages1-8
Number of pages8
ISBN (Electronic)1863081607
Publication statusPublished - 2009
EventAustralian and New Zealand Marketing Academy Conference - Monash University, Melbourne, Australia
Duration: 30 Nov 200902 Dec 2009

Conference

ConferenceAustralian and New Zealand Marketing Academy Conference
CountryAustralia
CityMelbourne
Period30/11/0902/12/09

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  • Cite this

    Snell, L., & White, L. (2009). Service Quality and Adherence: A Consumer Based Study on Non Adherence Behaviour in the HMR. In D. Tojib (Ed.), Sustainable management and marketing (pp. 1-8). ANZMAC.