Investigating Romanian Healthcare Consumer Behaviour in Online Communities: Qualitative Research on Negative eWOM

Gheorghe, Iuliana-Raluca; Liao, Mei-Na

doi:10.1016/j.sbspro.2012.09.043

Cited by 24 publications

(19 citation statements)

References 49 publications

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“…Wessel, Helgesson, Olsson, Juth, Alexanderson, & Lynöe (2012 ) pointed out that disrespectful behavior is a major reason for patients' disappointment in healthcare encounters. Gheorghe and Liao (2012 ) pointed out that, in many cases, patients will search for others' outpatient experiences online to reduce their sense of uncertainty, frustration, and loneliness. However, information on outpatient experience posted online usually includes consumers' own emotions, such as anger.…”

Section: Discussionmentioning

confidence: 99%

Effects of Medical Disputes on Internet Communications of Negative Emotions and Negative Online Word-of-Mouth

Lee

2015

Psychol Rep

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Emotions play an important role in human behavior. Negative emotions resulting from medical disputes are problems for medical personnel to solve but also have a significant impact on a hospital's reputation and people's trust in the hospital. One medical dispute case was chosen from an Internet news source to assess the correlation between people's negative emotions and negative online word-of-mouth. Convenience sampling was used in school faculties and university students who had shared their medical treatment experiences online were the research participants. A total of 221 Taiwanese participants volunteered (158 women, 63 men; ages: 26.7% under 19, 22.6% 20-29, 30.8% 30-39,19.9% over 40). Four negative emotions were measured using rating scales: uncertainty, anger, disappointment, and sadness. Four negative online word-of-mouth measures were: venting, advice search, helping receiver, and revenge. A modeled relationship was assessed by partial least square method (PLS). Then, people's positive emotions were further analyzed to assess changes after spreading negative word-of-mouth. The results showed that uncertainty had a positive effect on venting and advice search. People who felt anger or regret spread word-of-mouth in order to help the receiver. Disappointment may trigger the revenge behavior of negative word-of-mouth. Negative emotions could be relieved after engaging in the behavior of helping the receiver.

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Section: Discussionmentioning

confidence: 99%

Effects of Medical Disputes on Internet Communications of Negative Emotions and Negative Online Word-of-Mouth

Lee

2015

Psychol Rep

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“…The study applied a coding schema developed from existing models in the literature. Few studies have undertaken a qualitative analysis of eWOM (Gheorghe and Liao, 2012;Fong and Burton 2006). Overall it was found that women tended to rely on argument quality, which represents the primary way contents messages are evaluated.…”

Section: Discussionmentioning

confidence: 99%

The influence of electronic-word-of-mouth on consumer decision-making for beauty products in a Kuwaiti Women's online community

Al-Haidari

Coughlan

2014

J. Contemp. East. Asia

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Online communities are an important source of electronic-word-of-mouth (eWOM), however few studies have examined these types of messages within the Middle Eastern context. This study focuses on Kuwaiti women as members of an online beauty forum; previous work has suggested a mediating effect of gender with women being more likely to trust and follow-up wordof-mouth with a purchase. A conceptual model, based on existing theoretical contributions, provides the basis of a coding framework for the message characteristics that influence members' eWOM adoption. A sub-set of the analysis is presented: 218 threads (1820 messages, coded into 6702 units) illustrating cases where eWOM was adopted and thereby demonstrating continuance intention with members returning to the forum. Content analysis revealed the prevalence of emotional aspects in messages, coded into a new category of 'community bonding'. Findings show that emotion expressed in messages is as influential and important as cognitive aspects of argument quality.

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“…Thus, the figure of the expert patient, one who actively seeks information online about own health, treatment, symptoms, and costs 4 emerges. Search is not restricted to medical information or from specialized knowledge; it also includes reports, opinions, and knowledge of individuals with similar problems or experiences, who exchange information on blogs, discussion forums or virtual communities 17 . These patients become "experience experts", produce knowledge and want to have a voice in all aspects related to their diseases 3 .…”

Section: Theoretical References Social Network and Health Practicesmentioning

confidence: 99%

Redes sociais e práticas em saúde: influência de uma comunidade online de diabetes na adesão ao tratamento

Fernandes

Calado²,

Araújo

2018

Ciênc. saúde coletiva

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Resumo Este estudo visa compreender como as comunidades online podem contribuir, no Brasil, para aumentar a adesão de pacientes crônicos ao tratamento prescrito pelo médico. Para tanto, realizou-se a netnografia da comunidade Diabetes: vivendo e aprendendo – troca de informações, considerando como arcabouço teórico as dimensões da adesão propostas pela Organização Mundial de Saúde – OMS. A análise evidencia os impactos da Cibercultura sobre os processos de saúde e doença, provocando mudanças nas relações médico-paciente, no empoderamento do paciente e na gestão individual de sua condição crônica. Os resultados mostraram também uma influência positiva das interações estabelecidas na comunidade sobre os fatores multidimensionais do modelo de adesão proposto pela OMS, conduzindo ainda à possibilidade de inclusão de uma sexta dimensão referente à conectividade. As principais motivações identificadas para participação na comunidade foram o acesso a informações sobre a doença e o tratamento, o compartilhamento de experiências e o suporte social. Assim, a proposição de políticas de saúde que auxiliem os doentes crônicos a atenderem tais necessidades tende a contribuir para aumentar a adesão ao tratamento.

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Investigating Romanian Healthcare Consumer Behaviour in Online Communities: Qualitative Research on Negative eWOM

Cited by 24 publications

References 49 publications

Effects of Medical Disputes on Internet Communications of Negative Emotions and Negative Online Word-of-Mouth

Effects of Medical Disputes on Internet Communications of Negative Emotions and Negative Online Word-of-Mouth

The influence of electronic-word-of-mouth on consumer decision-making for beauty products in a Kuwaiti Women's online community

Redes sociais e práticas em saúde: influência de uma comunidade online de diabetes na adesão ao tratamento

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