Understanding health center–client relationships in the context of a developing Latin America country

This study investigates community health center–client relationships in a developing country. Community health centers deliver health care services to clients who are often financially, or socially disadvantaged. This research empirically explores the extent to which clients’ perceptions of the center’s physical environment, the quality of their social relationships with staff, and the center’s subsidized prices encourage them to engage in favorable behaviors, including place dependence, spreading word of mouth, attending educational events, and complying with health providers’ instructions. The results reveal that the center’s subsidized prices for services are better determinants for favorable outcomes than the setting or relationships. Hoteliers that target budget travelers should realize that although physical and social servicescape elements are important, they are often of lesser importance to these travelers compared to room rates. Namely, budget travelers do not expect elaborate environments or interpersonal communication with employees; therefore, hoteliers should refrain from unnecessary investments.