Low perceived service quality in community pharmacy is associated with poor medication adherence

Carter, Stephen; Ng, Ricki; El-Den, Sarira; Schneider, Carl R.

doi:10.1016/j.pec.2020.07.009

Cited by 7 publications

(9 citation statements)

References 27 publications

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“…Accordingly, service quality perceived by customers (SVQ-PC) is the most crucial variable influencing consumers' value perceptions in the service industry, which can be defined as relative excellence or superiority of services derived from OCBs. The service literature suggests that high SVQ-PC is essential to enhance organizational performance because consumers often evaluate the degree of organization-wide service quality from interactions with customer-APJML 34,10 contact employees (Carter et al, 2021;Moghavvemi et al, 2018). Moreover, Babakus and Mangold (1992) and Gr€ onroos (1984) accentuated functional quality (the manner of service's delivery to patients) more than technical quality (the accuracy of clinical procedures) as relevant quality evaluated by customers (Goldman and Romley, 2008) due mainly to intangible nature (Liu et al, 2016) and difficulty of evaluating technical quality (Donabedian, 1988).…”

Section: Ocbs Through Older Customers' Lens 2237mentioning

confidence: 99%

“…OCB-PCs stimulate the relational, functional quality between intra-organizational and extra-organizational actors (Yoon and Suh, 2003) and produce higher levels of external organizational effectiveness (Bowen and Schneider, 2014). Delighted customers via positive SVQ-PC show more positive post-behaviors (Carter et al, 2021;Suess and Mody, 2018), such as revisit intention (Lee and Kim, 2017) and recommendation to others (Um and Lau, 2018;Tsai et al, 2017). Customers' recommendation behavior from satisfied customers through environmental and functional quality dimensions (amenities), not technical quality (facilities), can improve hospital-level demand (Goldman and Romley, 2008;Goldman et al, 2010).…”

Section: Ocbs Through Older Customers' Lens 2237mentioning

confidence: 99%

Section: Introductionmentioning

confidence: 99%

Section: Introductionmentioning

confidence: 99%

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Organizational citizenship behaviors perceived by collectivistic 50-and-older customers and medical-care service performance: an application of stimulus-organism-response theory

Kim

Hantula

Benedetto

2021

APJML

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PurposeThe study aims to examine the underexplored agenda in organizational citizenship behaviors (OCBs) through the collectivistic 50-and-older customers' lens when encountering medical-care services by applying stimulus-organism-response (S-O-R) theory.Design/methodology/approachThe authors propose an integrative causal model derived from employees OCBs perceived by the collectivistic 50-and-older outpatients in Korean medical-care organizations and test the causal relationships using structural equation modeling (SEM).FindingsThe three dimensions of OCBs are external stimuli to the synergistic relationship of both cognitive and affective organisms for enhancing the organization's external outcomes. The customers' organismic processes mediate the relationships between OCBs and the resultant outcomes. Customer satisfaction plays a pivotal role in determining customers' future behavior when converting the business relationship to friendship.Practical implicationsThe proposed integrated model provides an overall mechanism of the collectivistic customer decision process in the medical-care service setting. The integrated model helps to understand better how customers proceed mental and emotional states with the encountered services and how frontline employees offer extra-roles beyond in-roles to their customers in touching points to maintain superior organizational performance.Originality/valueThe authors respond to the underexplored agenda in the OCB research discipline. The study is one of the few studies to examine the effect of OCBs from collectivistic customers' perspectives and apply a consumer behavior theory to explain a service organizational performance in an integrative causal model.

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Section: Ocbs Through Older Customers' Lens 2237mentioning

confidence: 99%

Section: Ocbs Through Older Customers' Lens 2237mentioning

confidence: 99%

Section: Introductionmentioning

confidence: 99%

Section: Introductionmentioning

confidence: 99%

See 2 more Smart Citations

Organizational citizenship behaviors perceived by collectivistic 50-and-older customers and medical-care service performance: an application of stimulus-organism-response theory

Kim

Hantula

Benedetto

2021

APJML

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“…Islam and Muhamad (2021) have extended the concept of healthcare service quality by incorporating patient-centred communication. Additionally, recent studies (Behmane et al, 2021;Carter et al, 2021;Jeon et al, 2010;Lin et al, 2021;Makubalo et al, 2020;Skog€ o Nyvang et al, 2019) argue that patient-centred care is needed to address current problems of poor user satisfaction, limited understanding of patient needs, lack of patient autonomy/engagement/proactivity in care and clinical services/solutions, and the dehumanization of medical care (Miles and Mezzich, 2011;Ornstein and Kay, 2021).…”

Section: Introductionmentioning

confidence: 99%

A scale for measuring healthcare service quality incorporating patient-centred care and using a psychometric analytics framework

Rave

Figueroa²,

Echavarría³

2022

JHOM

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PurposeRecent developments in healthcare contexts increasingly emphasize patient-centred approaches to service quality measures; however, few studies consider this dimension explicitly. The present study develops and psychometrically validates a scale of healthcare service quality explicitly incorporating a patient-centred care dimension from a communicational perspective. The paper also enriches the traditional content of service quality by including equity items and presents the underlying structure of service quality in an emerging country.Design/methodology/approachThe final sample consisted of 869 healthcare users (complete cases in the service quality items derived from 917 surveys received) from Colombia. The authors used a psychometric analytics framework comprising seven processes incorporating exploratory factor analysis, structural equation modelling, and machine learning methods to examine construct plausibility, reliability, construct validity, equity, and criterion/predictive validity (e.g. explaining/predicting subjective well-being and behavioural intentions).FindingsThe final scale consists of 17 items and satisfies all psychometric properties. Its validation allows for the discovery and psychometrical confirmation of two essential dimensions: patient-centred communication (eight items) and process quality (nine items).Practical implicationsThe authors illustrate three practical uses of the scale: the possibility for diagnoses; hypothesis contrast based on confidence intervals; and estimation of the capacity of the service to satisfy specifications.Originality/valueBoth dimensions reveal users' relevant needs and complement previous studies that have focused on process aspects of healthcare service quality.

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The evaluation of an osteoporosis medication management service in community pharmacy, a cohort study

Phuong,

Manon,

Moles

et al. 2024

Exploratory Research in Clinical and Social Pharmacy

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Low perceived service quality in community pharmacy is associated with poor medication adherence

Cited by 7 publications

References 27 publications

Organizational citizenship behaviors perceived by collectivistic 50-and-older customers and medical-care service performance: an application of stimulus-organism-response theory

Organizational citizenship behaviors perceived by collectivistic 50-and-older customers and medical-care service performance: an application of stimulus-organism-response theory

A scale for measuring healthcare service quality incorporating patient-centred care and using a psychometric analytics framework

The evaluation of an osteoporosis medication management service in community pharmacy, a cohort study

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