title: Building intentions with the Theory of Planned Behaviour: the mediating role of knowledge and expectations in implementing new pharmaceutical services in Malaysia.
abstract: BACKGROUND
  Pharmacy value added services (PVAS) was introduced as a matter of public health policy by Malaysia's Ministry of Health to improve health outcomes through public healthcare services. For example, drive through pharmacy services is a major policy implementation of the Ministry. However, adoption rates are low and therefore hampering the achievement of national health policy goals.
  
  
  OBJECTIVE
  Our objective is to explore the key determinants and mediators of successful implementation of new public pharmaceutical services by investigating the cognitive perspectives of patients' intentions to adopt with the Theory of Planned Behavior as the theoretical framework.
  
  
  METHODS
  A two phase mixed methodology involving first a qualitative exploration and the second a quantitative phase was conducted in public health facilities in Negeri Sembilan, Malaysia. Multiple regression and mediation analysis were performed.
  
  
  RESULTS
  Subjective norms, perceived behavioural control, knowledge and expectations are found to be significant predictors of intentions to adopt PVAS. Knowledge and expectations are found to exert significant indirect effects on intentions.
  
  
  CONCLUSIONS
  Overall, we suggest that patient knowledge be enhanced through appropriate channels and expectations of service quality be met to increase intentions.
authors.affiliation: Pharmaceutical Services Division (Pharmacy Practice & Development), Negeri Sembilan State Health Department, Ministry of Health Malaysia. Seremban ( Malaysia ). christinetan@moh.gov.my.
authors.forename: Christine L
authors.initials: CL
authors.lastname: Tan
authors.affiliation: Graduate School of Management, Universiti Putra Malaysia . Selangor ( Malaysia ). vincentgan.upm@gmail.com.
authors.forename: Vincent B
authors.initials: VB
authors.lastname: Gan
authors.affiliation: Faculty of Pharmacy & Health Sciences, University of Balochistan . Quetta ( Pakistan ). fahaduob@gmail.com.
authors.forename: Fahad
authors.initials: F
authors.lastname: Saleem
authors.affiliation: Discipline of Social and Administrative Pharmacy, School of Pharmaceutical Sciences, Universiti Sains Malaysia . Penang Island ( Malaysia ). azmihassali@gmail.com.
authors.forename: Mohamed A
authors.initials: MA
authors.lastname: Hassali
keywords: Attitudes; Behavior Observation Techniques; Health Knowledge; Health Plan Implementation; Malaysia; Models; Pharmaceutical Services; Practice; Qualitative Research; Theoretical