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- Title
Gaining Compliance and Losing Weight: The Role of the Service Provider in Health Care Services.
- Authors
Dellande, Stephanie; Gilly, Mary C.; Graham, John L.
- Abstract
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.
- Subjects
PATIENT compliance; MEDICAL care research; CUSTOMER satisfaction; LEGAL compliance; MEDICAL cooperation; PATIENT participation; PSYCHOLOGY
- Publication
Journal of Marketing, 2004, Vol 68, Issue 3, p78
- ISSN
0022-2429
- Publication type
Article
- DOI
10.1509/jmkg.68.3.78.34764