Title

The Impact of Perceived Closeness on the Differing Roles of Satisfaction, Trust, Commitment, and Comfort on Intention to Remain with a Physician

Publication Title

Health Marketing Quarterly

Publication Date

2009

Document Type

Article

DOI

10.1080/07359680802473281

Keywords

closeness, intention to remain, patient satisfaction, psychological comfort

Disciplines

Business Administration, Management, and Operations | Gerontology | Marketing | Medicine and Health | Other Business

Abstract

This study extends previous research by examining perceived closeness as a moderator of traditional relationship measures such as satisfaction, trust, commitment, and psychological comfort, and the impact of each on the intention of the patient to remain with his/her physician. Our findings reveal that in cases where the patient feels close to the physician, psychological comfort with the physician is the most important factor in predicting patient retention. For those who feel less close to the physician, satisfaction is theprimary predictor of patient retention. Therefore, as a close relationship develops between the patient and doctor, the patient's comfort level becomes increasingly important as an exit barrier, even outweighing patient satisfaction.

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