The inherent feature of inseparability causes significant sufferings for the service sector. In the case of diabetes disease in healthcare, this problem is reduced by asking patients to self-monitor blood glucose at home (SMBG). Despite the task’s importance, many patients do not fully accomplish. This study investigates what factors of patients affect their adherence to SMBG and how physician consultation fosters their adherence. Empirical results show that the adherence level is driven by patients’ capability and self-efficacy, both of which are fostered by the knowledge acquired from physicians. These findings provide insights to support strategies to reduce the service inseparability.

不可分割性的固有特征给服务业带来了巨大的痛苦。对于医疗保健领域的糖尿病疾病，通过要求患者在家自我监测血糖 (SMBG) 可以减少这个问题。尽管任务很重要，但许多患者并没有完全完成。本研究调查了患者的哪些因素影响他们对 SMBG 的依从性以及医生咨询如何促进他们的依从性。实证结果表明，依从性水平受患者能力和自我效能的驱动，而这两者都是由从医生那里获得的知识所培养的。这些发现为支持减少服务不可分离性的策略提供了见解。