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Understanding client satisfaction in elderly care: new insights from social resource theory

Author

Listed:
  • Ali Kazemi

    (University West)

  • Petri J. Kajonius

    (University West)

Abstract

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.

Suggested Citation

  • Ali Kazemi & Petri J. Kajonius, 2021. "Understanding client satisfaction in elderly care: new insights from social resource theory," European Journal of Ageing, Springer, vol. 18(3), pages 417-425, September.
  • Handle: RePEc:spr:eujoag:v:18:y:2021:i:3:d:10.1007_s10433-020-00591-6
    DOI: 10.1007/s10433-020-00591-6
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    References listed on IDEAS

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    1. Lynn Chenoweth & Yun‐Hee Jeon & Teri Merlyn & Henry Brodaty, 2010. "A systematic review of what factors attract and retain nurses in aged and dementia care," Journal of Clinical Nursing, John Wiley & Sons, vol. 19(1‐2), pages 156-167, January.
    2. Woodward, Christel A. & Abelson, Julia & Tedford, Sara & Hutchison, Brian, 2004. "What is important to continuity in home care?: Perspectives of key stakeholders," Social Science & Medicine, Elsevier, vol. 58(1), pages 177-192, January.
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