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

Lanchi Snell; Lesley White

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

Lanchi Snell, Lesley White

Faculty Office, Arts and Education

Research output: Book chapter/Published conference paper › Conference paper › peer-review

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 language	English
Title of host publication	Sustainable management and marketing
Editors	Dewi Tojib
Place of Publication	Australia
Publisher	ANZMAC
Pages	1-8
Number of pages	8
ISBN (Electronic)	1863081607
Publication status	Published - 2009
Event	Australian and New Zealand Marketing Academy Conference - Monash University, Melbourne, Australia Duration: 30 Nov 2009 → 02 Dec 2009

Conference

Conference	Australian and New Zealand Marketing Academy Conference
Country/Territory	Australia
City	Melbourne
Period	30/11/09 → 02/12/09

Cite this

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title = "Service Quality and Adherence: A Consumer Based Study on Non Adherence Behaviour in the HMR",

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",

keywords = "Consumer perceptions, Health services, Service quality",

author = "Lanchi Snell and Lesley White",

note = "Imported on 03 May 2017 - DigiTool details were: publisher = Australia: ANZMAC, 2009. editor/s (773b) = Dewi Tojib; Event dates (773o) = 30 Nov- 2 Dec 2009; Parent title (773t) = Australian and New Zealand Marketing Academy Conference.; Australian and New Zealand Marketing Academy Conference ; Conference date: 30-11-2009 Through 02-12-2009",

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pages = "1--8",

editor = "Dewi Tojib",

booktitle = "Sustainable management and marketing",

publisher = "ANZMAC",

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AU - White, Lesley

N1 - Imported on 03 May 2017 - DigiTool details were: publisher = Australia: ANZMAC, 2009. editor/s (773b) = Dewi Tojib; Event dates (773o) = 30 Nov- 2 Dec 2009; Parent title (773t) = Australian and New Zealand Marketing Academy Conference.

PY - 2009

Y1 - 2009

N2 - 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

AB - 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

KW - Consumer perceptions

KW - Health services

KW - Service quality

M3 - Conference paper

SP - 1

EP - 8

BT - Sustainable management and marketing

A2 - Tojib, Dewi

PB - ANZMAC

CY - Australia

Y2 - 30 November 2009 through 2 December 2009

ER -

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

Abstract

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