A conceptual model of service quality and adherence in a health setting

Lanchi Snell, Lesley White

Research output: Chapter in Book/Report/Conference proceedingConference proceeding contributionpeer-review


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 patientin reviewing patient use of medicines. The objective of our study was to develop a sociocognitivemodel of service quality and adherence with respect to the HMRs. Specifically, weexplored how emotional intelligence (EI) and perceived health competence (PHC) affectservice quality perceptions and whether these evaluations impact the patients' adherencebehaviour. The findings suggest that EI and PHC influence quality perceptions, which in turnimpacts adherence. A conceptual model has been developed reflecting these relationships asa basis for further research.
Original languageEnglish
Title of host publicationAustralian and New Zealand Marketing Academy Proceedings
Place of PublicationMelbourne, Australia
Number of pages8
Publication statusPublished - 2009
Externally publishedYes


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