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Inertia, group conformity and customer loyalty in healthcare in the information age

2020Journal article Open access
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dc.contributor.authorGonçalves, Fábio M. R. R.
dc.contributor.authorCândido, Carlos
dc.contributor.authorFeliciano, Isabel Maria Pereira Luís
dc.date.accessioned2020-09-10T10:45:14Z
dc.date.available2020-09-10T10:45:14Z
dc.date.issued2020
dc.description.abstractPurpose. To analyse the influence of inertia and group conformity on loyalty in healthcare. Methodology. Structural equation model developed from the literature and tested with cross-sectional data from a patient online survey. Findings. Inertia is a significant antecedent of loyalty and has a stronger effect in healthcare than in other service sectors. Group conformity has no significant effect in healthcare. Research Implications. The strength of the impact of inertia [group conformity] on loyalty depends on the importance of the customer need that the service industry satisfies, in Maslow’s hierarchy of needs. Where inertia (stability need) is equally or more [less] important than the customer need, the influence of inertia on loyalty should be positive and strong [weak or insignificant]. In services that satisfy needs more [equally or less] important than group conformity (belonging need), there may be an insignificant [significant] influence of group conformity on customer loyalty, even [especially] in credence services. Practical Implications. Healthcare providers can exploit the stronger effect of inertia in healthcare through development of inertia-based loyalty policies. Regulatory authorities should be vigilant to ensure that these policies are not detrimental to patients. ‘Inert’ patients must become responsible for assessing their loyalties. Authorities and reference groups must stimulate customer loyalty assessments, and assist by providing impartial information. Originality. This is the first study to address the influence of inertia and group conformity on loyalty in the healthcare sector and, from the perspective of Maslow’s hierarchy of needs, it is the first to do so in any service sector.pt_PT
dc.description.versioninfo:eu-repo/semantics/acceptedVersionpt_PT
dc.identifier.citationGonçalves, F.M.R.R., Cândido, C.J.F., and Feliciano, I.M.P.L. (2020). Inertia, group conformity and patient loyalty in healthcare in the information age. Journal of Service Theory and Practice, 30(3), 307-330.pt_PT
dc.identifier.doi10.1108/JSTP-08-2019-0184pt_PT
dc.identifier.urihttp://hdl.handle.net/10400.1/14708
dc.language.isoengpt_PT
dc.peerreviewedyespt_PT
dc.publisherEmeraldpt_PT
dc.relationCenter for Advanced Studies in Management and Economics
dc.relation.publisherversionhttp://www.emeraldinsight.com/doi/10.1108/JSTP-08-2019-0184pt_PT
dc.rights.urihttp://creativecommons.org/licenses/by-nc/4.0/pt_PT
dc.subjectApathypt_PT
dc.subjectHabitpt_PT
dc.subjectOnline communitiespt_PT
dc.subjectPerceived pricept_PT
dc.subjectRepurchasept_PT
dc.subjectCustomer retentionpt_PT
dc.subjectSatisfactionpt_PT
dc.subjectService qualitypt_PT
dc.subjectSocial influencept_PT
dc.titleInertia, group conformity and customer loyalty in healthcare in the information agept_PT
dc.typejournal article
dspace.entity.typePublication
oaire.awardTitleCenter for Advanced Studies in Management and Economics
oaire.awardURIinfo:eu-repo/grantAgreement/FCT/6817 - DCRRNI ID/UIDB%2F04007%2F2020/PT
oaire.citation.endPage330pt_PT
oaire.citation.issue3pt_PT
oaire.citation.startPage307pt_PT
oaire.citation.titleJournal of Service Theory and Practicept_PT
oaire.citation.volume30pt_PT
oaire.fundingStream6817 - DCRRNI ID
person.familyNameCandido
person.givenNameCarlos Joaquim Farias
person.identifier.ciencia-idDF13-9313-8491
person.identifier.orcid0000-0001-5875-1243
person.identifier.ridC-3836-2008
person.identifier.scopus-author-id6602395626
project.funder.identifierhttp://doi.org/10.13039/501100001871
project.funder.nameFundação para a Ciência e a Tecnologia
rcaap.rightsopenAccesspt_PT
rcaap.typearticlept_PT
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relation.isAuthorOfPublication.latestForDiscovery6e59a1a9-831d-4047-a7c0-1b8840dfcde7
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