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

Snell, Lan ORCID: https://orcid.org/0000-0001-5392-2656 and White, Lesley (2011) A Sociocognitive Approach to Service Quality and Adherence Amongst Elderly Patients: A Pilot Study. Health Marketing Quarterly, 28 (2). pp. 99-115. ISSN 1545-0864


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 and adherence behavior.

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Item Type: Article (Commonwealth Reporting Category C)
Refereed: Yes
Item Status: Live Archive
Faculty/School / Institute/Centre: No Faculty
Faculty/School / Institute/Centre: No Faculty
Date Deposited: 20 Jan 2022 03:25
Last Modified: 20 Jan 2022 03:25
Uncontrolled Keywords: Adherence; Emotional intelligence; Health competence; Service quality
Fields of Research (2008): 15 Commerce, Management, Tourism and Services > 1505 Marketing > 150503 Marketing Management (incl. Strategy and Customer Relations)
Fields of Research (2020): 35 COMMERCE, MANAGEMENT, TOURISM AND SERVICES > 3506 Marketing > 350611 Service marketing
Identification Number or DOI: https://doi.org/10.1080/07359683.2011.545332
URI: http://eprints.usq.edu.au/id/eprint/43947

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