Purpose: Research on the service–profit chain (SPC) provides important insights regarding how organizations attain service excellence. However, this research stream does not shed light on the mechanisms by which service organizations sustain such excellence, despite the struggles of many...

Patients’ skills, knowledge, and motivation to actively engage in their healthcare are assessed with the Patient Activation Measure (PAM). The literature on predicting PAM, when patient counseling is coupled with a technology enabled continuity of care intervention, is scant. By drawing upon...