Gaining Compliance and Losing Weight: The Role of the Service Provider in Health Care Services

This research provides and empirically tests a conceptualization of health care services in which customer compliance outside of the service organization is necessary for successful health outcomes. Using data from service providers and customers in a weight-loss clinic, the authors examine the prov...

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Bibliographic Details
Published inJournal of marketing Vol. 68; no. 3; pp. 78 - 91
Main Authors Dellande, Stephanie, Gilly, Mary C., Graham, John L.
Format Journal Article
LanguageEnglish
Published Chicago American Marketing Association 01.07.2004
SAGE PUBLICATIONS, INC
Subjects
Behavior
Compliance
Compliance certificates
Consumer behavior
Consumer motivation
Consumers
Customer satisfaction
Customer services
Customers
Demography
Health care services
Health services
Influence
Marketing
Marketing strategies
Motivation
Nurses
Obesity
Overweight
Patient compliance
Patients
Skills
Statistical analysis
Studies
Weight control
United States > US
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Summary:This research provides and empirically tests a conceptualization of health care services in which customer compliance outside of the service organization is necessary for successful health outcomes. Using data from service providers and customers in a weight-loss clinic, the authors examine the provider's role in gaining customer compliance. They find that provider expertise and attitudinal homophily play a role in bringing about customer role clarity, ability, and motivation. This study demonstrates that compliance leads to goal attainment, which results in satisfaction. More important, compliance also leads to satisfaction directly; consumers who comply with program requirements have greater satisfaction with the program.
ISSN:0022-2429
1547-7185
DOI:10.1509/jmkg.68.3.78.34764