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

Stephanie Dellande · Mary C. Gilly · John L. Graham

315 citations0/0 files storedJournal of Marketing

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Customer Service Quality and Loyalty Service and Product Innovation Health, Technology, Consumer Behavior

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.

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References

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2011Mixed methods designs in marketing research 2012Customer positivity and participation in services: an empirical test in a health care context 2011Incorporating Formative Measures into Covariance-Based Structural Equation Models1 2009An Empirical Comparison of the Efficacy of Covariance-Based and Variance-Based SEM 2021What Does Homophily Do? A Review of the Consequences of Homophily

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