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Sequential organization and interactional functions of patient loyalty in routine chronic encounters

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  • Jin, Ying

Abstract

Doctor-patient communication is pivotal for the delivery of effective health care, patient satisfaction and retention, and the development of patient loyalty to the provider. However, the interactional dynamics of loyalty in real-life communication are left underexplored. In this regard, this study aims to examine and analyze loyalty in naturally occurring routine chronic encounters. Based on audio-recordings collected in a state-run tier-three hospital in China, the study uses conversation analysis to examine the sequential placement of loyalty display and its interactional functions in different environments. The findings report two sequential environments where loyalty display emerges: the opening and closing phases. The findings also show that loyalty is mainly produced by the patient to display affiliation and commitment, indicate their preferred treatment options, and rekindle a disconnected relationship. This work contributes to a more nuanced understanding of loyalty display in service and institutional encounters.

Suggested Citation

  • Jin, Ying, 2024. "Sequential organization and interactional functions of patient loyalty in routine chronic encounters," Social Science & Medicine, Elsevier, vol. 353(C).
    • Handle: RePEc:eee:socmed:v:353:y:2024:i:c:s0277953624005008
    DOI: 10.1016/j.socscimed.2024.117047
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    References listed on IDEAS

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    1. Robinson, Jeffrey D., 2001. "Closing medical encounters: two physician practices and their implications for the expression of patients' unstated concerns," Social Science & Medicine, Elsevier, vol. 53(5), pages 639-656, September.
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