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Understanding client satisfaction in elderly care: new insights from social resource theory
University West, Department of Social and Behavioural Studies, Division of Psychology, Pedagogy and Sociology. (LINA)ORCID iD: 0000-0001-7164-0433
University West, Department of Social and Behavioural Studies, Division of Psychology, Pedagogy and Sociology. (LINA)ORCID iD: 0000-0003-0629-353X
2021 (English)In: European Journal of Ageing, ISSN 1613-9372, E-ISSN 1613-9380, Vol. 18, p. 417-425Article in journal (Refereed) Published
Abstract [en]

Social resource theory suggests that social interaction can be conceived as resource transaction or exchange with behaviours falling within six fundamental resource categories (i.e. love, status, information, money, goods, and services) organised along two underlying dimensions: particularism–universalism and concreteness–abstractness. With the purpose of extending knowledge about quality of care, this study adopts a novel approach in that it describes and categorises care behaviours using social resource theory instead of using single instances of care behaviour. The categorisation is further used to predict client satisfaction in care services targeting older people. Daily interactions between care staff and older persons were observed in two different residential care facilities using a structured non-participant observation design. The data were analysed using principal component analysis, correlation, and regression analysis. The results confirmed the hypothesis that satisfaction with care services is predicted by resource transactions that are high on the underlying dimensions of particularism and abstractness. Thus, the resource categories of love and status (resource categories high on particularism and abstractness) were shown to be strong predictors of client satisfaction. The use of social resource theory is a novel and appropriate approach to examine person-centred care and satisfaction with care. Also, in addition to addressing potential problems in previous self-report studies on care staff behaviour, the observational technique was highly practical to this service area where dealing with clients not always able to provide feedback directly. 

Place, publisher, year, edition, pages
2021. Vol. 18, p. 417-425
Keywords [en]
Social resource theory, Resource theory of social exchange, Person-centred care, Elderly care, Quality of care, Nurse–client interaction, Socioemotional resources
National Category
Psychology (excluding Applied Psychology) Nursing
Identifiers
URN: urn:nbn:se:hv:diva-16093DOI: 10.1007/s10433-020-00591-6ISI: 000591126700001Scopus ID: 2-s2.0-85096400601OAI: oai:DiVA.org:hv-16093DiVA, id: diva2:1505813
Funder
Forte, Swedish Research Council for Health, Working Life and Welfare, 2012-1200Available from: 2020-12-01 Created: 2020-12-01 Last updated: 2022-03-31Bibliographically approved

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Kazemi, AliKajonius, Petri

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