How online patient-physician interaction influences service satisfaction

Xiaofei Zhang, Yi Wu, Joseph S. Valacich, Jeffrey L. Jenkins, Kai Li

Research output: Chapter in Book/Report/Conference proceedingConference contribution

Abstract

Online health interaction (OHI) is an effective and increasingly popular method for patients to access health information. Extant literature overlooks such service users' satisfaction derived from online interactions and the measurement of OHI processes. Based on the relational communication literature and the features of OHI, the present study proposes three dimensions to conceptualize the success of OHI processes (i.e., interaction depth, information intensity, and time breadth) and explores the association between these interaction processes and service satisfaction. Further, two characteristics of OHI, namely information richness and indirect interaction, are identified as contingent factors on those proposed linkages. The research model was tested on the objective data collected from an online healthcare platform. The study findings showed that (1) interaction depth, information intensity, and time breadth positively impact service satisfaction and (2) both information richness and indirect interaction negatively moderate the effects of interaction depth and information intensity and positively moderate the effect of time breadth. The present study contributes to the existing literature by conceptualizing online interaction process and identifying the role of the specific characteristics of online healthcare and also provides implications to practitioners.

Original languageEnglish (US)
Title of host publication40th International Conference on Information Systems, ICIS 2019
PublisherAssociation for Information Systems
ISBN (Electronic)9780996683197
StatePublished - 2020
Event40th International Conference on Information Systems, ICIS 2019 - Munich, Germany
Duration: Dec 15 2019Dec 18 2019

Publication series

Name40th International Conference on Information Systems, ICIS 2019

Conference

Conference40th International Conference on Information Systems, ICIS 2019
CountryGermany
CityMunich
Period12/15/1912/18/19

Keywords

  • Indirect interaction
  • Information richness
  • Interaction process
  • Online patient-physician interaction
  • Service satisfaction

ASJC Scopus subject areas

  • Computer Science Applications
  • Information Systems

Fingerprint Dive into the research topics of 'How online patient-physician interaction influences service satisfaction'. Together they form a unique fingerprint.

  • Cite this

    Zhang, X., Wu, Y., Valacich, J. S., Jenkins, J. L., & Li, K. (2020). How online patient-physician interaction influences service satisfaction. In 40th International Conference on Information Systems, ICIS 2019 (40th International Conference on Information Systems, ICIS 2019). Association for Information Systems.