Motivating the Pharmacist-Client Relationship: an Integration of Stages of Change to Relationship Development

Appropriate communication is crucial to developing and maintaining the pharmacist-client relationship. The following research uses observational methods (in-depth interviews, surveys, and a field experiment) to test a theoretical model of client trust based on perceived expertise of the pharmacist, perceived benefits of the pharmacist-client relationship, and stage of change. We find perceived expertise, perceived relational benefits, and stage of change are all significant predictors of trust. In addition, stage of change (i.e., whether the pharmacist-client relationship is in a developmental or mature stage) moderates the relationship between perceived expertise and perceived relational benefits and trust; specifically, relation- and expert-focused messages have a greater impact on trust in the developmental stage of a relationship and neither perceived relational benefits nor perceived expertise have a significant impact on trust in the mature stage of the relationship.


Chiara Maniscalco, Kim Daniloski, and David Brinberg (2008) ,"Motivating the Pharmacist-Client Relationship: an Integration of Stages of Change to Relationship Development", in NA - Advances in Consumer Research Volume 35, eds. Angela Y. Lee and Dilip Soman, Duluth, MN : Association for Consumer Research, Pages: 106-108.


Chiara Maniscalco, Universita della Svizzera Italiana, Switzerland
Kim Daniloski, Virginia Tech
David Brinberg, Virginia Tech


NA - Advances in Consumer Research Volume 35 | 2008

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