Saved in:
| Title: | When customers become experts a multi-method analysis of customer empowerment in healthcare with respect to the elderly |
|---|---|
| From: |
von Stefanie Scholz
|
| Person: |
Scholz, Stefanie
Verfasser aut |
| Main Author: | |
| Format: | Thesis Book |
| Language: | English |
| Published: |
2015
|
| Subjects: | |
| Online Access: | http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=027981951&sequence=000002&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA |
| Physical Description: | XV, 282 S. Ill., graph. Darst. |
| ISBN: | 9783000472244 |
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| adam_text |
VI
Contents
Contents
Acknowledgments
.
V
Contents
.
VI
List of Tables
.
X
List of Figures
.XII
Abbreviations
.XIV
1
Introduction
.1
1.1
Consumer co-determination in the Information Age
.1
1.2
The healthcare industry and the elderly as research focus
.4
1.3
Research projects and research questions
.5
1.4
Basic concepts, relevant theoretical research strands, and their limitations
.8
1.4.1
Geropsychology: The psychology of old age
.9
1.4.2
Consumer behavior research
.10
1.5
Epistemological positioning
.11
1.6
Conceptual work model and empirical approach
.13
1.7
Thesis structure
.18
2
Development and needs of older adults
.19
2.1
The elderly
—
approaches to measuring and assessing age
.19
2.1.1
Delimitation patterns of old age
.19
2.1.2
Subjective and cognitive age concepts
.22
2.1.3
Summary of insights on different age concepts
.26
2.2
Physical and psychological development of older adults
.27
2.2.1
Biological changes in old age
.27
2.2.2
Evolution of rational reflection and emotional decision making in old age
.28
2.2.3
Emotional focus in old age: the
positivity
effect
.31
2.2.4
Socio-emotional selectivity theory explaining psychosociai changes in old age
. 34
2.2.5
Future time perspective and its evolution in old age
.36
2.2.6
Summary of insights into development in old age
.39
2.3
Consumer behavior of older adults
.41
2.3.1
Change of consumption patterns with age
.41
2.3.2
Drivers of consumption-related decision making in old age
.44
2.3.2.1
Rational information processing in old age
.45
2.3.2.2
Emotional elements in decision making
.47
2.3.2.3
Internet usage in old age
.50
2.3.3
Impacts on buying decisions in old age
.52
2.3.3.1
Involvement, trust, and loyaity in old age
.53
νττ
Contents vu
2,3.3.2
Brand choice
.57
2 3 4
Summary of insights into age-related consumption decision patterns
.59
^ Customer empowerment concept in the healthcare market
.62
З і
Multidisciplinary origins of customer empowerment
.62
3 1.1
Customer empowerment in
psychosocial
research
.62
3.1.2
Empowerment in staff management
.63
3.1.3
Customer integration and participation
.64
3.1.4
Customer empowerment in customer-provider relationships
. 66
3.2
Patient empowerment in healthcare
.72
3.2.1
Relevance
.73
3.2.2
Dimensions
.76
3.3
Effects of patient empowerment
.78
3.3.1
Risks and limitations
.78
3.3.2
Benefits
.79
3.4
Degrees of patient empowerment and means of facilitating empowerment
.81
3.4.1
Patient attitudes toward empowerment
.81
3.4.2
Instruments of customer empowerment in healthcare
.84
3.4.3
Strategies of a gradual transition to patient empowerment
.87
4
Research project I: Patient empowerment and the elderly
—
a literature review
.92
4.1
Customer empowerment strategies and their acceptance in elder healthcare
.92
4.2
Older consumers' interests and needs in healthcare
.96
4.2.1
Impact of physical conditions on healthcare needs
.96
4.2.2
Impact of psychological change on healthcare needs
.98
4.2.3
Impact of socio-emotional attitude on healthcare needs
.100
4.2.4
Summative answer of research question I.I
.102
4.3
Strategies for healthcare design applying to older customers
.104
4.3.1
Patient centeredness
.105
4.3.2
Patient engagement
.108
4.3.3
Shared decision making
.111
4.3.4
Patient involvement and participation
.116
4.3.5
Summative answer of research question
1.2.119
4.4
Strategies to augment older patients' engagement in healthcare
.121
4.4.1
Patient education
.121
4.4.2
Patient activation
.124
4.4.3
Patient advocacy
.126
4.4.4
Patient self-management
.128
VIII Contents
4.4.5
Summative answer of research question
1.3.130
4.5
Consequences of patient empowerment on customer-provider relationship
.132
4.5.1
Studies differentiating relationship by patient age
.133
4.5.2
Advantages and risks of empowerment for patient-physician relationship
.134
4.5.3
Suggestions for physicians to implement elderly patients' empowerment
.136
4.5.4
Summative answer of research question
1.4.138
4.6
Patient empowerment for elderly: further empirical evidence
.139
5
Model building and empirical methodology
.141
5.1
Synopsis of insights and limitations from previous research
.141
5.1
Л
Consumer marketing and healthcare directed at the elderly compared
.141
5.1.2
Limitations of previous studies on elderly customers in a healthcare context
. 143
5.2
Conceptual research model
.145
5.2.1
Customer-provider relationship as a starting point
.145
5.2.2
Research project II: Future time perspective and involvement at the
patient level
.147
5.2.3
Research project III: Future time perspective, empowerment need, and
provider perception
.148
5.2.4
Research project IV: Provider perspective on empowerment
.150
5.3
Empirical methodology
.151
5.3.1
Structural equation analysis
.152
5.3.1.1
Fundamentals
.152
5.3.1.2
Normality, reliability, and validity
.155
5.3.1.3
Model testing
.157
5.3.2
Experimental design
.160
5.3.3
Content analysis
.161
6
Research project II: Involvement as a precondition for customer
empowerment
—
The influence of future time perspective on involvement
.164
6.1
Academic and managerial marketing issues
.164
6.2
Deduction of hypotheses
.165
6.3
Empirical analysis
.167
6.3Л
Design and research setting
.167
6.3.2
Study II.
1 :
Measures, results, and discussion
.168
6.3.3
Study II.2: Measures, results and discussion
.174
6.4
Summary and managerial implications
.177
6.5
Limitations and future research
.178
Contents IX
7 Research
project
III: Differences in customer empowerment of younger and
older adults
.180
7
ι
Academic and managerial marketing issue
.180
7 2
Deduction of hypotheses
.182
7.3
Empirical analysis
.185
7.3.1
Studies
ПІЛ
and
Ш.2:
Study design and research setting
.186
7.3.2
Study III.
1 :
Measures, results and discussion
.186
7.3.3
Study III.
2:
Measures, results and discussion
.196
7.4
Summary and managerial implications
.202
7.5
Limitations and future research
.205
8
Research project IV: The impact of customer empowerment on customer-
provider relationship in the healthcare setting
—
The providers' perspective
. 207
8.1
Academic and managerial marketing issue
.207
8.2
Research questions
.208
8.3
Empirical analysis
.209
8.3.1
Research design
.210
8.3.2
Results and discussion
.213
8.4
Summary and managerial implications
.225
8.5
Limitations and future research
.228
9
Conclusions
.230
9.1
Overview of research findings from the research projects I-IV
.230
9.2
Limitations and directions for further research
.236
9.3
Managerial implications
.237
References
.241 |
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| spellingShingle | Scholz, Stefanie When customers become experts a multi-method analysis of customer empowerment in healthcare with respect to the elderly Alter (DE-588)4001446-0 gnd Gesundheitswesen (DE-588)4020775-4 gnd Kundenmanagement (DE-588)4236865-0 gnd |
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| title | When customers become experts a multi-method analysis of customer empowerment in healthcare with respect to the elderly |
| title_auth | When customers become experts a multi-method analysis of customer empowerment in healthcare with respect to the elderly |
| title_exact_search | When customers become experts a multi-method analysis of customer empowerment in healthcare with respect to the elderly |
| title_full | When customers become experts a multi-method analysis of customer empowerment in healthcare with respect to the elderly von Stefanie Scholz |
| title_fullStr | When customers become experts a multi-method analysis of customer empowerment in healthcare with respect to the elderly von Stefanie Scholz |
| title_full_unstemmed | When customers become experts a multi-method analysis of customer empowerment in healthcare with respect to the elderly von Stefanie Scholz |
| title_short | When customers become experts |
| title_sort | when customers become experts a multi method analysis of customer empowerment in healthcare with respect to the elderly |
| title_sub | a multi-method analysis of customer empowerment in healthcare with respect to the elderly |
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