The role of written provider communication in external client participation.
In certain classes of services, the client's role in the service delivery process often extends beyond the face-to-face exchange. With compliance dependent services (CDS), the client is expected to continue to perform for him or herself once away from the service provider in order to ensure positive outcomes and customer satisfaction (Dellande and Gilly, 1998). This study examined the effectiveness of written provider communication in influencing client motivation and role clarity in CDS. Two exploratory investigations examining written provider communication were conducted. In study 1, written material of three different types of health care related CDS (dialysis, prenatal care and weight loss) were examined; in study 2, dialysis written material was further examined. The findings suggest that, in the majority of the materials examined, written provider communication does not seem to clearly communicate the consequences of noncompliance (a source of customer motivation). However, the materials examined were effective in clarifying the client's external service roles.
Dellande
Stephanie
S
The George L. Argyros School of Business and Economics, Chapman University, One University Drive, Orange, CA 92866, USA. dellande@chapman.edu
Taylor
Gail Ayala
GA
D000328:Adult; D002140:California; D003142:Communication; D005260:Female; D006302:Health Services Research; D006801:Humans; D008297:Male; D009042:Motivation; D010174:Pamphlets; D010349:Patient Compliance / Q000523:psychology*; D010353:Patient Education as Topic / Q000379:methods*; D010817:Physician-Patient Relations; D011295:Prenatal Care; D006435:Renal Dialysis; D012380:Role; D015431:Weight Loss; D014956:Writing