It's a matter of trust: Exploring patient aggressive behavior and its impact on service quality within the health clinics sector

The study argues that when the quality of the exchange relationship between patients and providers is based on trust, the level of aggressiveness diminishes. 45 community health clinics participated in the empirical phases of the study (579 patients and 398 health care providers). Regression results confirm that patients' trust in providers is inversely related to aggressive behavior experienced by providers, and in turn, leads to higher levels of service quality for the clinic as a whole. The ensuing discussion highlights the need for health care organizations to be more proactive in building a culture of trust between patients and providers.