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Determinants of patient loyalty to healthcare providers: An integrative review
Zhou, Wei-Jiao; Wan, Qiao-Qin; Liu, Cong-Ying; Feng, Xiao-Lin; Shang, Shao-Mei
通讯作者Shang, Shao-Mei(1)
关键词healthcare service patient loyalty integrative review
刊名INTERNATIONAL JOURNAL FOR QUALITY IN HEALTH CARE
2017-08-01
DOI10.1093/intqhc/mzx058
29期:4页:442-449
收录类别SCI ; SSCI
文章类型Review
WOS标题词Science & Technology
类目[WOS]Health Care Sciences & Services ; Health Policy & Services
研究领域[WOS]Health Care Sciences & Services
关键词[WOS]ORGANIZATIONAL CITIZENSHIP BEHAVIOR ; CUSTOMER LOYALTY ; SERVICE QUALITY ; SWITCHING BARRIERS ; SATISFACTION ; INTENTIONS ; COMMITMENT ; TRUST ; HOSPITALS ; INDUSTRY
英文摘要

Patient loyalty is key to business success for healthcare providers and also for patient health outcomes. This study aims to identify determinants influencing patient loyalty to healthcare providers and propose an integrative conceptual model of the influencing factors.

PubMed, CINAHL, OVID, ProQuest and Elsevier Science Direct databases were searched.

Publications about determinants of patient loyalty to health providers were screened, and 13 articles were included.

Date of publication, location of the research, sample details, objectives and findings/conclusions were extracted for 13 articles.

Thirteen studies explored eight determinants: satisfaction, quality, value, hospital brand image, trust, commitment, organizational citizenship behavior and customer complaints. The integrated conceptual model comprising all the determinants demonstrated the significant positive direct impact of quality on satisfaction and value, satisfaction on trust and commitment, trust on commitment and loyalty, and brand image on quality and loyalty.

This review identifies and models the determinants of patient loyalty to healthcare providers. Further studies are needed to explore the influence of trust, commitment, and switching barriers on patient loyalty.

语种英语
WOS记录号WOS:000411455800002
通讯作者邮箱mei916@263.net
第一作者单位Peking Univ, Sch Nursing, 38 Xueyuan Rd, Beijing, Peoples R China
通讯作者单位Peking Univ, Sch Nursing, 38 Xueyuan Rd, Beijing, Peoples R China
ISSN1353-4505
引用统计
文献类型期刊论文
条目标识符http://ir.bjmu.edu.cn/handle/400002259/139930
专题北京大学护理学院
北京大学护理学院_护理学院
作者单位Peking Univ, Sch Nursing, 38 Xueyuan Rd, Beijing, Peoples R China
推荐引用方式
GB/T 7714
Zhou, Wei-Jiao,Wan, Qiao-Qin,Liu, Cong-Ying,et al. Determinants of patient loyalty to healthcare providers: An integrative review[J]. INTERNATIONAL JOURNAL FOR QUALITY IN HEALTH CARE,2017,29(4):442-449.
APA Zhou, Wei-Jiao,Wan, Qiao-Qin,Liu, Cong-Ying,Feng, Xiao-Lin,&Shang, Shao-Mei.(2017).Determinants of patient loyalty to healthcare providers: An integrative review.INTERNATIONAL JOURNAL FOR QUALITY IN HEALTH CARE,29(4),442-449.
MLA Zhou, Wei-Jiao,et al."Determinants of patient loyalty to healthcare providers: An integrative review".INTERNATIONAL JOURNAL FOR QUALITY IN HEALTH CARE 29.4(2017):442-449.
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