The Effect of Reactance on Satisfaction: A Study in the Context of Supplementary Health Care Systems

Abstract

In a scenario in which the State is unable to serve the entire population, private health organizations have emerged, offering health plans and private assistance, called supplementary health systems. Given this context, the theme of this work is the study of the effect of psychological reactance on the satisfaction of users of supplementary health plans. The empirical phase was conducted through a survey with 145 university students. Data analysis, conducted through the macro PROCESS, indicated that the evaluation of supplementary health care providers is closely related to the level of individual reactance of the user and the way the plan is contracted. Furthermore, freedom of choice of the operator minimizes negative evaluations from individuals with high psychological reactance.

Satisfaction and word-of-mouth moderated by choice: a service industry perspective

“…Considering health insurance, the theory suggests that consumers of employer provided health insurance may have such reactance because of limited choices and group constraints, and hence, have less satisfaction regarding their insurance. Rafael and Lopes (2019) found this to be true in their reactance theory driven study, comparing the effects of reactance on satisfaction in consumers of private and corporate health insurance plans. Though Laurin et al (2013) states that reactance occurs when people focus their attention on the presence of restriction.…”

A satisfação por meio do valor percebido no setor bancário: comparativo entre os consumidores jovens e maduros

“…Como contribuição teórica, busca-se preencher a lacuna acadêmica que considera a gama de clientes bancários de várias idades, detentores das diferentes percepções de valores e satisfação ocasionada pelas características intrínsecas à geração que pertencem, pois, embora o assunto seja relevante e explorado do ponto de vista da percepção de valor e da satisfação, os estudos na área bancária são limitados, principalmente quando se consideram as particularidades geracionais (Berraies, Yahia, & Hannachi, 2017;Ponnam & Paul, 2017;Rafael & Lopes, 2019). A contribuição prática deste estudo se dá por meio da idealização e elaboração de produtos e serviços focados na satisfação do cliente, de forma que se personalize de acordo com as percepções de valores de cada geração (Jung & Kang, 2021;Tesfom & Birch, 2011).…”