Customer empowerment and relationship outcomes in healthcare consultations

Purpose: Several trends such as improved access to health care information via the internet, the growth of self-help groups and expenditure on alternative medicine signals consumers are taking an active role in their own health management. Chronic illnesses such as diabetes and asthma require a significant amount of self-management and thus call for a collaborative patient-physician relationship. This study explores whether empowering patient-physician consultations measured through three patient empowerment dimensions (patient control, patient participation, physician support) enhance patients trust in and commitment to their physician.