Effects of customer relationship management (CRM) strategies and socio-cognitive constructs on the physical activity of individuals with arthritis over time

Fiona J. Newton; Tilahun N. Haregu; Joshua D. Newton; Robert Donovan; Ajay Mahal; Ruth Mackenzie-Stewart; Michael T. Ewing; Adrian Bauman; Karine E. Manera; Ben J. Smith

doi:10.1371/journal.pone.0292692

Back

Effects of customer relationship management (CRM) strategies and socio-cognitive constructs on the physical activity of individuals with arthritis over time

Journal article

Open access

Peer reviewed

Effects of customer relationship management (CRM) strategies and socio-cognitive constructs on the physical activity of individuals with arthritis over time

Fiona J. Newton, Tilahun N. Haregu, Joshua D. Newton, Robert Donovan, Ajay Mahal, Ruth Mackenzie-Stewart, Michael T. Ewing, Adrian Bauman, Karine E. Manera and Ben J. Smith

PloS one, Vol.18(10), e0292692

10/10/2023

DOI: https://doi.org/10.1371/journal.pone.0292692

PMID: 37816022

Files and links (2)

pdf

Effects of customer relationship management (CRM) strategies and socio-cognitive constructs on the physical activity of individuals with arthritis over time627.16 kBDownload View

Published (Version of record)CC BY V4.0, Open Access

url

Effects of customer relationship management (CRM) strategies and socio-cognitive constructs on the physical activity of individuals with arthritis over timeView

Published (Version of record)CC BY V4.0, Open

Metrics

9 Record Views

See more details

UN Sustainable Development Goals (SDGs)

This output has contributed to the advancement of the following goals:

Source: InCites

Abstract

Biology and Life Sciences

Earth Sciences

Medicine and Health Sciences

Social Sciences

Background Regular physical activity is important for arthritis self-management and could be promoted through tailoring community leisure and fitness centers’ customer-relationship management (CRM) strategies. Objectives This study investigates the influence of two CRM strategies on individuals with arthritis reaching or maintaining two moderate-to-vigorous physical activity (MVPA) thresholds (≥150 and ≥45 minutes/week) from baseline-to-12 months and 12-to-24 months as well as mean changes in total minutes/week of MVPA. It also explores time-dependent variations in the influence of socio-cognitive variables on MVPA outcomes. Methods Survey data from 374 participants with arthritis in a two-year randomized controlled trial (control versus two CRM strategies: IncentiveOnly and Incentive+Support) were used. Participants reported measures of physical activity participation, socio-cognitive decision-making, mental and physical wellbeing, friendship, community connectedness, sense of trust in others, and demographics. Findings/discussion Receiving the Incentive+Support CRM strategy (versus control) increased participants’ likelihood of reaching/maintaining both physical activity thresholds from 12-to-24 months (≥150 MVPA minutes/week, p < .001; ≥45 MVPA minutes/week, p < .032) but not from baseline-to-12 months. However, receiving the IncentiveOnly CRM strategy (versus control) did not predict reaching/maintaining these thresholds. Importantly, socio-cognitive decision-making variables’ influence on reaching/maintaining these MVPA thresholds varied over time, suggesting CRM strategies may require further tailoring based on time-specific profiles. Perhaps because of new facility induced excitement, the mean change in total MVPA minutes/week for the control group significantly increased (26.8 minute/week, p = .014, 95% CI [5.5, 48.0]) from baseline-to-12 months, but subsequently declined by 11.4 minute/week from 12-to-24 months (p = .296, 95% CI [-32.7, 9.9]). Mean changes in total MVPA minutes/week were non-significant for those receiving IncentiveOnly content but significant for those receiving Incentive+Support content: baseline-to-12 months (38.2 minute/week increase, p = .023, 95% CI [4.9, 71.4]) and baseline-to-24-months (45.9 minute/week increase, p = .007, 95% CI [12.7, 79.1]).

Details

Title: Effects of customer relationship management (CRM) strategies and socio-cognitive constructs on the physical activity of individuals with arthritis over time
Creators: Fiona J. Newton - Monash University
Tilahun N. Haregu - University of Melbourne
Joshua D. Newton - Deakin University
Robert Donovan - University of Western Australia
Ajay Mahal - University of Melbourne
Ruth Mackenzie-Stewart - La Trobe University
Michael T. Ewing - Southern Cross University
Adrian Bauman - University of Sydney
Karine E. Manera - University of Sydney
Ben J. Smith - University of Sydney
Publication Details: PloS one, Vol.18(10), e0292692
Publisher: Public Library of Science
Grant note: This study was funded by Australian Research Council Linkage Grant LP130101005 (www.arc.gov.au), and by Frankston City Council (www.frankston.vic.gov.au).
Identifiers: 991013143605002368
Copyright: © 2023 Newton et al. This is an open access article distributed under the terms of the Creative Commons Attribution License, which permits unrestricted use, distribution, and reproduction in any medium, provided the original author and source are credited.
Academic Unit: Faculty of Business, Law and Arts
Language: English
Resource Type: Journal article

Effects of customer relationship management (CRM) strategies and socio-cognitive constructs on the physical activity of individuals with arthritis over time

Files and links (2)

Metrics

UN Sustainable Development Goals (SDGs)

Abstract

Details

Southern Cross University Social media