Document Type
Article
Publication Date
7-2004
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.
Recommended Citation
Dellande, Stephanie, Mary C. Gilly, and John L. Graham. "Gaining compliance and losing weight: the role of the service provider in health care services." Journal of Marketing 68.3 (2004): 78-91.
DOI:10.1509/jmkg.68.3.78.34764
Peer Reviewed
1
Copyright
American Marketing Association
Included in
Business Administration, Management, and Operations Commons, Health and Medical Administration Commons
Comments
This article was originally published in Journal of Marketing, volume 68, issue 3, in 2004. DOI: 10.1509/jmkg.68.3.78.34764