An exploratory study of the role of emotional intelligence and self-efficacy on service quality and adherence in a weight loss setting

This study investigates the role of self-efficacy (SE) and emotional intelligence (EI) on perceived quality and adherence. SE and EI are proposed to moderate the relative strength of the relationship between perceived technical and functional quality and adherence. These variables are also proposed to directly influence adherence behaviour. Qualitative data were obtained from in-depth interviews with 20 customers on a pharmacy meal replacement program. Participants were purposely recruited from different urban and regional areas in Australia. The findings suggest that SE and EI moderate the relative strength of quality perceptions and also support a direct link between these variables and adherence. By tailoring service delivery interventions to customers displaying different socio-cognitive profiles,health care providers could positively influence quality perceptions which could increase adherence.