Measuring Social Aspects in the Physician/Patient Relationship

Hausman, Angela; Mader, Deanna

doi:10.1300/j026v21n03_02

Cited by 15 publications

(7 citation statements)

References 22 publications

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“…While many firms claim to share information openly with their customers, few firms share critical information with customers (NBC News 2016) and fewer firms still equip customers with the tools needed to make full use of critical information (Hausman and Mader 2004). The hesitation of many firms to not proactively engage in customer education initiatives is backed by a body of literature that suggests firms may better protect their competitive advantage by leaving customers in the dark (Heilman, Bowman, and Wright 2000).…”

Section: Discussionmentioning

confidence: 99%

“…Yet, despite evidence of its effectiveness and its potential to equip service organizations to compete in a new world of cocreation possibilities, many firms remain resistant to the idea of educating customers. Legal services providers, for example, appear especially intransigent (Robertson and Corbin 2005) and, despite evidence that highlights the value of educating patients, the medical fraternity, for instance, has been slow to embrace the idea (Hausman and Mader 2004). What is the cause of this inertia?…”

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confidence: 99%

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Unraveling the Customer Education Paradox

Bell

Auh

Eisingerich

2017

Journal of Service Research

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Customer education or the extent to which firms are seen as providing customers with the skills and abilities to utilize critical information is often considered a valuable augmentation to a firm’s service offerings. Yet, many firms are hesitant to invest in customer education efforts for fear that it will equip customers with the skills to shop around and possibly switch providers. The purpose of this research is to understand the circumstances under which customer education ties customers more closely to a firm or encourages customers to leave. Specifically, our studies show that an understanding of this paradox of customer education lies in the specificity of customer expertise that is built as a result of customer education initiatives. The results demonstrate that educating customers for firm-specific expertise leads to increased loyalty, while building market-related expertise may decrease customer loyalty. A critical practical implication of our findings therefore is the need for managers to understand the varying effects of enhancing customers’ firm-specific versus market-related expertise and to consider customer education initiatives proactively.

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Section: Discussionmentioning

confidence: 99%

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confidence: 99%

Unraveling the Customer Education Paradox

Bell

Auh

Eisingerich

2017

Journal of Service Research

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“…This questionnaire included the PA items and items assessing proposed antecedents of PA: desirable general image of products related to a place ( α = 0.84; Parameswaran & Pisharodi, ), perceived apathy of people in the place ( α = 0.97; Hausman & Mader, ), and shared sense of identity ( α = 0.94; Phinney & Ong, ). Outcome behaviors from perceived PA were commitment ( α = 0.91; five items such as “I am very loyal to this place,” and “I am willing to make small sacrifices in order to keep going to the place,”), and risk perceptions ( α = 0.90; Laroche, Yang, McDougall, & Bergeron, ).…”

Section: Research Phase II Study 6: Pa's Nomological Netmentioning

confidence: 99%

Places as authentic consumption contexts

Spielmann

Babin

Manthiou

2018

Psychology and Marketing

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Consumers build social capital through purposeful consumer–place interactions. Airbnb claims that consumers want to “experience a place like [they] live there.” Previous research concentrates primarily on authenticity of objects, brands, and people, with limited development of place authenticity as a concept. But place authenticity represents an increasingly important marketing concept as consumers today, particularly millennials (Schulz, P. (2015, August 8). Not just millennials: Consumers want experiences, not things. Adage. Retrieved from https://adage.com/article/digitalnext/consumers-experiences-things/299994/), value experience over “stuff.” Authenticity provides an important place characteristic that if perceived, potentially unlocks a truly valuable consumer experience. Consequently, the research presented here develops an auxiliary theory of place authenticity (PA). The theory proposes a second‐order factor indicated by three coordinate subdimensions. Phase I of the research consists of five studies that develop PA, explore its dimensionality, and confirm the PA scale's construct validity. Phase II of the research involves a sixth study, which examines a set of hypotheses that begin to establish PA's nomological net. The results shed light on the psychology by which consumers extract value from experience and into ways marketing efforts can build effective place–value propositions.

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“…We assessed PL with 4-item scale adapted from the work of Price and Arnould. 17 Independent variables including curing service quality (CSQ) with 4-item scale adapted from Sharma and Patterson, 18 ISQ with 6-item SAPSR scale adapted from Hausman and Mader, 19 VE with 2-item scale adapted from Capraro and colleague, 4 and PSC modified from Burnham et al , 14 which was classified into three dimensions involving two items in financial (F), seven items in procedural (P) and four items in relational (R) switching cost, respectively. All constructs used a 5-point Likert-type scale, with anchors of strongly disagree/strongly agree.…”

Section: Methodsmentioning

confidence: 99%

The effect on patient loyalty of service quality, patient visit experience and perceived switching costs: lessons from one Taiwan university hospital

Wang

Huang

Howng

2011

Health Serv Manage Res

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The reimbursement system changed from fee-for-service to fixed prospective payments in Taiwan, the effect on the physician-patient's relationship is worth being studied. We examined the relationship between patient visit experience, cost perceptions and the two important aspects of quality of care, curing and interpersonal performance, and patients' loyalty to the hospital physicians. A total of 404 patients from an acute care hospital in Taiwan, Kaohsiung Medical University Hospital (KMUH), were investigated using a self-administered mailing survey. All measures including patient loyalty (PL), curing service quality (CSQ), interpersonal service quality (ISQ), visit experience (VE) and perceived switching costs (PSC), were adapted and modified from existing scales. Our results showed that the physician's CSQ and ISQ positively affected patients' loyalty to KMUH. The interaction between the main effects of service quality, patients' VE and three types of switching visit costs, yielded additional insights into the importance of service quality for patient retention. The CSQ of physicians becomes a more important determinant of loyalty than ISQ as patients' VE increases. The importance of CSQ and ISQ increases in relation to PL as the perceived procedural and relational costs of changing care providers increases. Neither CSQ nor ISQ has a reduced relationship with PL as the perceived financial costs of switching hospitals increase. Our study indicates that the impact of CSQ and ISQ on loyalty varies according to the perceived visit costs of changing hospitals and the patients' VE.

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Measuring Social Aspects in the Physician/Patient Relationship

Cited by 15 publications

References 22 publications

Unraveling the Customer Education Paradox

Unraveling the Customer Education Paradox

Places as authentic consumption contexts

The effect on patient loyalty of service quality, patient visit experience and perceived switching costs: lessons from one Taiwan university hospital

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