{"status":"ok","message-type":"work","message-version":"1.0.0","message":{"indexed":{"date-parts":[[2025,10,19]],"date-time":"2025-10-19T06:08:50Z","timestamp":1760854130317,"version":"3.41.2"},"reference-count":71,"publisher":"Emerald","issue":"3","license":[{"start":{"date-parts":[[2020,5,11]],"date-time":"2020-05-11T00:00:00Z","timestamp":1589155200000},"content-version":"tdm","delay-in-days":0,"URL":"https:\/\/www.emerald.com\/insight\/site-policies"}],"content-domain":{"domain":[],"crossmark-restriction":false},"short-container-title":["JSTP"],"published-print":{"date-parts":[[2020,6,11]]},"abstract":"<jats:sec><jats:title content-type=\"abstract-subheading\">Purpose<\/jats:title><jats:p>The purpose is to analyse the influence of inertia and group conformity on loyalty in healthcare.<\/jats:p><\/jats:sec><jats:sec><jats:title content-type=\"abstract-subheading\">Design\/methodology\/approach<\/jats:title><jats:p>Structural equation model developed from the literature and tested with cross-sectional data from a patient online survey.<\/jats:p><\/jats:sec><jats:sec><jats:title content-type=\"abstract-subheading\">Findings<\/jats:title><jats:p>Inertia is a significant antecedent of loyalty and has a stronger effect in healthcare than in other service sectors. Group conformity has no significant effect in healthcare.<\/jats:p><\/jats:sec><jats:sec><jats:title content-type=\"abstract-subheading\">Research Implications<\/jats:title><jats:p>The strength of the impact of inertia [group conformity] on loyalty depends on the importance of the customer need that the service industry satisfies, in Maslow's hierarchy of needs. Where inertia (stability need) is equally or more [less] important than the customer need, the influence of inertia on loyalty should be positive and strong [weak or insignificant]. In services that satisfy needs more [equally or less] important than group conformity (belonging need), there may be an insignificant [significant] influence of group conformity on customer loyalty, even [especially] in credence services.<\/jats:p><\/jats:sec><jats:sec><jats:title content-type=\"abstract-subheading\">Practical implications<\/jats:title><jats:p>Healthcare providers can exploit the stronger effect of inertia in healthcare through development of inertia-based loyalty policies. Regulatory authorities should be vigilant to ensure that these policies are not detrimental to patients. \u2018Inert\u2019 patients must become responsible for assessing their loyalties. Authorities and reference groups must stimulate customer loyalty assessments, and assist by providing impartial information.<\/jats:p><\/jats:sec><jats:sec><jats:title content-type=\"abstract-subheading\">Originality\/value<\/jats:title><jats:p>This is the first study to address the influence of inertia and group conformity on loyalty in the healthcare sector and, from the perspective of Maslow's hierarchy of needs, it is the first to do so in any service sector.<\/jats:p><\/jats:sec>","DOI":"10.1108\/jstp-08-2019-0184","type":"journal-article","created":{"date-parts":[[2020,6,3]],"date-time":"2020-06-03T10:46:41Z","timestamp":1591181201000},"page":"307-330","source":"Crossref","is-referenced-by-count":18,"title":["Inertia, group conformity and customer loyalty in healthcare in the information age"],"prefix":"10.1108","volume":"30","author":[{"given":"F\u00e1bio M.R.R.","family":"Gon\u00e7alves","sequence":"first","affiliation":[]},{"ORCID":"https:\/\/orcid.org\/0000-0001-5875-1243","authenticated-orcid":false,"given":"Carlos J.F.","family":"C\u00e2ndido","sequence":"additional","affiliation":[]},{"given":"Isabel Maria Pereira Lu\u00eds","family":"Feliciano","sequence":"additional","affiliation":[]}],"member":"140","reference":[{"issue":"4","key":"key2020090411575271700_ref001","doi-asserted-by":"crossref","first-page":"310","DOI":"10.1093\/intqhc\/mzq029","article-title":"Patient satisfaction and loyalty to the private hospitals in Sana'a, Yemen","volume":"22","year":"2010","journal-title":"International Journal for Quality in Health Care"},{"key":"key2020090411575271700_ref002","first-page":"1","article-title":"Rethinking cost-effectiveness in the era of zero healthcare spending growth","volume":"15","year":"2016","journal-title":"International Journal for Equity in Health"},{"issue":"4","key":"key2020090411575271700_ref003","doi-asserted-by":"crossref","first-page":"473","DOI":"10.1086\/209186","article-title":"Measurement of consumer susceptibility to interpersonal influence","volume":"15","year":"1989","journal-title":"Journal of Consumer Research"},{"issue":"4","key":"key2020090411575271700_ref004","doi-asserted-by":"crossref","first-page":"585","DOI":"10.1287\/msom.2016.0589","article-title":"How do customers respond to increased service quality competition?","volume":"18","year":"2016","journal-title":"Manufacturing and Service Operations Management"},{"issue":"1","key":"key2020090411575271700_ref005","doi-asserted-by":"crossref","first-page":"3","DOI":"10.1080\/1478336042000255613","article-title":"Service quality strategy implementation: a model and the case of the Algarve hotel industry","volume":"16","year":"2005","journal-title":"Total Quality Management and Business Excellence"},{"issue":"4\/5 and 6","key":"key2020090411575271700_ref006","first-page":"S463","article-title":"Charting service quality gaps","volume":"11","year":"2000","journal-title":"Total Quality Management"},{"issue":"1","key":"key2020090411575271700_ref007","doi-asserted-by":"crossref","first-page":"39","DOI":"10.1108\/BJM-11-2017-0350","article-title":"Implementation obstacles and strategy implementation failure","volume":"14","year":"2019","journal-title":"Baltic Journal of Management"},{"issue":"1","key":"key2020090411575271700_ref008","doi-asserted-by":"crossref","first-page":"23","DOI":"10.1108\/IJOPM-11-2014-0540","article-title":"The financial impact of a withdrawn ISO 9001 Certificate","volume":"36","year":"2016","journal-title":"International Journal of Operations and Production Management"},{"key":"key2020090411575271700_ref009","doi-asserted-by":"publisher","DOI":"10.1080\/14783363.2019.1625266","article-title":"Why firms lose their ISO 9001 certification: evidence from Portugal","year":"2019","journal-title":"Total Quality Management and Business Excellence"},{"issue":"4","key":"key2020090411575271700_ref010","doi-asserted-by":"crossref","first-page":"548","DOI":"10.1287\/msom.1110.0374","article-title":"Process management impact on clinical and experiential quality: managing tensions between safe and patient-centered healthcare","volume":"14","year":"2012","journal-title":"Manufacturing and Service Operations Management"},{"volume-title":"Leading Consciously","year":"1998","key":"key2020090411575271700_ref011"},{"issue":"3","key":"key2020090411575271700_ref012","doi-asserted-by":"crossref","first-page":"616","DOI":"10.1108\/JSTP-05-2016-0107","article-title":"Why do satisfied customers defect? 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