Dimensions of patient empowerment: Implications for professional services marketing

Health Marketing Quarterly

Volumn 18, Issue 1-2, 2000, Pages 99-114

  Ouschan, Robyn ^a   Sweeney, Jillian C ^a   Johnson, Lester W ^b  

^a UNIVERSITY OF WESTERN AUSTRALIA   (Australia)

^b MONASH UNIVERSITY   (Australia)

Author keywords

Client control; Client education; Client empowerment; Client participation; Client professional service provider communication; Patient empowerment

Indexed keywords

BEHAVIOR; FINANCIAL MANAGEMENT; HEALTH INSURANCE; HEALTH PROMOTION; HUMAN; HUMAN RELATION; METHODOLOGY; ORGANIZATION AND MANAGEMENT; PATIENT ATTITUDE; PATIENT EDUCATION; PATIENT PARTICIPATION; REVIEW; UNITED STATES;

HEALTH PROMOTION; HUMANS; INSURANCE, HEALTH; MARKETING OF HEALTH SERVICES; PATIENT ACCEPTANCE OF HEALTH CARE; PATIENT EDUCATION; PATIENT PARTICIPATION; POWER (PSYCHOLOGY); PROFESSIONAL-PATIENT RELATIONS; UNITED STATES;

EID: 0033641279     PISSN: 07359683     EISSN: 15450864     Source Type: Journal    
DOI: 10.1300/J026v18n01_08     Document Type: Article

References (55)

1. Annandale, E. C., 1987. Dimensions of Patient Control in a Free-Standing Birth Center. Social Science and Medicine, 25:1235
2. Arnold, M. S., Butler, P. M., Anderson, R. M., Funnel, M. M., and Feste, C., 1995. Guidelines for Facilitating a Patient Empowerment Program. The Diabetes Educator, 21(4):308–312.
3. Barrier, M., 1995. Customers Need Training, Too. Nations Business, 83(10):74–75.
4. Bitner, M. J., Booms, B. H., and Tetreault, M. S., 1990. The Service Encounter:Diagnosing Favorable and Unfavorable Incidents. Journalof Marketing, 54 January:71–84.
5. Bitran, G. R., and Hoech, J., 1990. The Humanisation of Service:Respect at the Moment of Truth. Sloan Management Review, Winter:89–96.
6. Brown, S. W., and Swartz, T. A., 1989. A Gap Analysis of Professional Services Quality. Journal of Marketing, 53 April:92–98.
7. Bolton, B., and Brookings, J., 1996. Development of a Multifaceted Definition of Patient Empowerment. Rehabilitation Counseling Bulletin, 39(4):256–264.
8. Canziani, B. F., 1997. Leveraging Customer Competency in Service Firms. International Journal of Service Industry Management, 8(1):5–25.
9. Chamberlin, J., 1997. A Working Definition of Empowerment. Psychiatric Rehabilitation Journal, 20(4):43–46.
10. Clark, N. M., Nothwehr, F., Gong, M., Evans, D., Maiman, L. A., Hurwitz, M. E., Roloff, D., and Mellins, R. B., 1995. Physician-Patient Partnership in Managing Chronic Illness. Academic Medicine, 70(11):957–959.
11. Connelly, L. M., Kleinbeck, S. V. M., Schneider, J. K., and Cobb, A. K., 1993. A Place to Be Yourself:Empowerment from the Client's Perspective. Journal of Nursing Scholarship, 25(4):297–303.
12. Dellande, S., and Gilly, M. C., 1998. Gaining Customer Compliance in Services. Advances in Services Marketing and Management, 7:265–292.
13. Derenowski, J. F., 1991. Empowering Potential:A Theory of Wellness Motivation. Nursing Research, 40(5):286–291.
14. DiMatteo, M. R., Reiter, R. C., and Gambone, J. C., 1994. Enhancing Medication Adherence Through Communication and Informed Collaborative Choice. Health Communication, 6(4):253–265.
15. Dunst, C. J., and Trivette, C. M., 1996. Empowerment, Effective Helping Practices and Family-Centered Care. Pediatric Nursing, 22(4):334–343.
16. Elliott, M. T., and Turrell, A., 1996. Understanding the Conflicts of Patient Empowerment. Nursing Standard, 10(46):43–47.
17. Fawcett, S. B., White, G. W., Balcazar, F. E., Suarez-Balcazar, Y., Mathews, R. M., Paine-Andrews, A., Seekins, T., and Smith, J. F., 1994. A Contextual Model of Empowerment:Case Studies Involving People with Physical Disabilities. American Journal of Community Psychology, 22(4):471–496.
18. Feste, C., and Anderson, R. M., 1995. Empowerment:From Philosophy to Practice. Patient Education and Counseling, 26:139–144.
19. Fielding, S. L., 1995. Changing Medical Practice and Malpractice Claims. Social Problems, 42(1):38–55.
20. Funnell, M. M., Anderson, R. M., Arnold, M. S., Barr, P. A., Donnelly, M., Johnson, P. A., Taylor-Moon, D., and White, N. H., 1991. Empowerment:An Idea Whose Time Has Come in Diabetes Education. The Diabetes Educator, 17(1):37–41.
21. Gibson, C. H., 1991. A Concept Analysis of Patient Empowerment. Journal of Advanced Nursing, 16:354–361.
22. Goodwin, C., and Gremier, D., 1996. Friendship Over the Counter:How Social Aspects of Service Encounters Influence Consumer Service Loyalty. Advances in Services Marketing and Management, 5:247–282.
23. Greenfield, S., Kaplan, S., and Ware, J. E., 1985. Expanding Patient Involvement in Care. Annals of Internal Medicine, 102:520–528.
24. Greve, H., Frambach, R., and Verhallen, T., 1995. “Financial Advice:Observing the Client Advisor Interaction Process”. In Managing Service Quality, Edited by:Kunst, P., and Lemmink, J., Vol. 2, 35–47. London:Paul Chapman Pub. Ltd.
25. Hagner, D., and Marrone, J., 1995. Empowerment Issues in Services to Individuals With Disabilities. Journal of Disability Policy Studies, 6(7):17–36.
26. Hui, M. K., and Bateson, J. E. G., 1997. “Perceived Control and The Effects of Crowding and Consumer Choice on the Service Experience”. In Contemporary Services Marketing Management:A Reader, Edited by:Gabbott, M., and Hogg, G., 119–135. London:Dryden Press.
27. Hult, G. T. M., and Lucas, B. A., 1995. Classifying Health Care Offerings to Gain Strategic Marketing Insights. Journal of Services Marketing, 9(2):36–48.
28. Johnson, M., and Zinkhan, G. M., 1991. Emotional Responses to a Professional service Encounter. The Journal of Services Marketing, 5(2):5–16.
29. Klaus, P. G., 1985. “Quality Epiphenomenon:The Conceptual Understanding of Quality in Face-to-Face Service Encounters”. In The Service Encounter, Edited by:Czepiel, A., Solomon, M. R., and Surprenant, C. F., 17–33. Lexington, MA:Health-Lexington Books.
30. Kelley, S. W., Donnelly, J. H. J., and Skinner, S. J., 1990. Customer Participation in Service Production and Delivery. Journal of Retailing, 66(3):315–235.
31. Lengnick-Hall, C. A., 1996. Customer Contributions to Quality:A Different View of the Customer-Oriented Firm. Academy of Management Review, 21(3):791–824.
32. Lupton, D., Donaldson, C., and Lloyd, P., 1991. Caveat Emptor or Blissful Ignorance? Patients and Consumerist Ethos. Social Science and Medicine, 33(5):559–568.
33. Makoul, G., Arnston, P., and Schofield, T., 1995. Health Promotion in Primary Care:Physician-Patient Communication and Decision Making About Prescription Medications. Social Science Medicine, 41(9):1241–1254.
34. McClain, W. J., and Stratton, B. F., 1994. Planning and Partnering for Healthier Communities. Journal of Health Care Marketing, 14(4):10–11.
35. McColl, R., Callaghan, B., and Palmer, A., 1998. Services Marketing:A Managerial Perspective, Sydney:The McGraw-Hill Companies, Inc.
36. Nettleton, S., and Harding, G., 1994. Protesting Patients:A Study of Complaints Submitted to a Family Health Service Authority. Sociology of Health and Illness, 16(1):38–61.
37. Ong, L. M. L., DeHaes, J. C. J. M., Hoos, A. M., and Lammes, F. B., 1995. Doctor-Patient Communication:A Review of the Literature. Social Science Medicine, 40(7):903–918.
38. Parasuraman, A., Zeithaml, V. A., and Berry, L. L., 1985. A Conceptual Model of Service Quality and Its Implications for Future Research. Journal of Marketing, 49 Fall:41–50.
39. Pontes, M. C., and Pontes, N. M. H., 1997. Variables that Influence Consumers' Inferences About Physician Ability and Accountability. Health Care Management Review, 22(2):7 20
40. Rafig, M., and Ahmed, P. K., 1998. A Customer-Oriented Framework for Empowering Service Employees. The Journal of Services Marketing, 12(5):379–396.
41. Rappaport, J., 1987. Terms of Empowerment/Exemplars of Prevention:Toward a Theory of Community Psychology. American Journal of Community Psychology, 15(2):121–148.
42. Roter, D. L., Hall, J. A., and Katz, N. R., 1988. Patient-Physician Communication:A Descriptive Summary of the Literature. Patient Education and Counseling, 12:99–119.
43. Roter, D. I., and Hall, J. A., 1992. Doctors Talking With Patients/Patients Talking With Doctors, London:Auburn House.
44. Roth, M. S., 1994. Enhancing Consumer Involvement in Health Care:The Dynamics of Control, Empowerment, and Trust. Journal of Public Policy and Marketing, 13(1):115–132.
45. Rouse, R. A., 1991. Understanding Services Marketing:A Theoretical Analysis of Professional-Client Exchanges. Journal of Professional Services Marketing, 8(1):17–43.
46. Shoemaker, S., 1996. Scripts:Precursor of Consumer Expectations. Cornell Hotel and Restaurant Administration Quarterly, February:42–53.
47. Sharf, B. F., 1988. Teaching Patients to Speak Up:Past and Future Trends. Patient Education and Counseling, 11:95–108.
48. Soafer, S., 1994. Empowering Consumers in a Changing Health Care Market:The Need for Information and the Role of Marketing. Journal of Public Policy and Marketing, 13(2):321–322.
49. Solomon, M. R., Surprenant, C., Czepiel, J. A., and Gutman, E. G., 1985. A Role Theory Perspective on Dyadic Interactions:The Service Encounter. Journal of Marketing, 49 Winter:99–111.
50. Stewart, M. A., 1995. Effective Physician-Patient Communication and Health Outcomes:A Review. Candian Medical Association Journal, 152(9):1423–1433.
51. Looy, Van B., Desmet, S., Krols, K., and Van Dierdonck, R., 1998. Psychological Empowerment in a Service Environment:Some Empirical Findings. Advances in Services Marketing and Management, 7:293–311.
52. West, M. D., and Parent, W. S., 1992. Consumer Choice and Empowerment in Supported Employment Services:Issues and Strategies. Journal of the Association for Severely Handicapped, 17(1):47–52.
53. White, L., and Johnson, L. W., 1998. A Conceptual Model of Relative Influence in Decision Making in a Professional Services Context. Journal of Professional Services Marketing, 16(2):75–93.
54. Zeithami, V. A., and Bitner, M. J., 1996. Services Marketing, New York:McGraw-Hill.
55. Zimmerman, M. A., 1995. Psychological Empowerment:Issues and Illustrations. American Journal of Community Psychology, 23(5):581–599.