Online service qualities in the multistage process and patients’ compliments: A transaction cycle perspective

Wu, Hong; Deng, Zhaohua; Wang, Bin; Wu, Tailai

doi:10.1016/j.im.2019.103230

Cited by 39 publications

(47 citation statements)

References 58 publications

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“…The social exchange theory seeks to explain individual behavior in the process of resource exchange [ 17 ] and assumes the existence of relatively long-term relationships of interest as opposed to one-off exchanges [ 18 ]. It has been widely used to explore individual behavior in the online environment [ 10 , 19 , 20 ]. Based on the social exchange theory, individuals engage in social interaction in the hope of getting returns back from the interaction.…”

Section: Hypotheses Developmentmentioning

confidence: 99%

“…Information exchange in virtual communities is a reciprocal process with maximizing benefits and minimizing costs. The social exchange theory has been applied to study consumers’ motivation to provide reviews online [ 10 ].…”

Section: Hypotheses Developmentmentioning

confidence: 99%

“…There are three types of information exchange that exist on OHCs: doctor-patient, patient-patient, and doctor-doctor. Information on OHCs has been found to affect patients’ decision-making and participation in healthcare [ 7 , 10 ]. However, although information exchange on OHCs has received research attention [ 13 – 16 ], they failed to consider information exchange among multi-participants in one study and investigate their integrated effects.…”

Section: Hypotheses Developmentmentioning

confidence: 99%

“…Except for the benefits, consumers’ perceived cost is the core construct and foundation in an exchange [ 29 ] and may impede consumers to engage in an exchange [ 30 ]. Price has played a moderating role in the exchange between doctors and patients [ 10 ].…”

Section: Hypotheses Developmentmentioning

confidence: 99%

“…OHCs include access to alternate sources of health information as well as a way to connect with others with similar diseases. Information on OHCs has been found to affect patients’ decision-making and participation in healthcare [ 9 , 10 ].…”

Section: Introductionmentioning

confidence: 99%

See 4 more Smart Citations

Diabetes self-management in online health communities: an information exchange perspective

Jiang

Chen

Wang

et al. 2021

BMC Med Inform Decis Mak

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Background Online health communities (OHCs), with a wealth of multi-source information exchange, have provided a convenient way for people with diabetes to actively participate in their self-management and have been widely used. Information exchange assists people with diabetes with health-related decisions to actively engage in their care, and reduce the occurrence of potential complications of diabetes. However, there has been relatively little research on the information exchange behaviors and their effect on health in professional online medical platforms—OHCs. Objective Using a social exchange theory, this study focuses on two sources of information (doctors and people with diabetes) to investigate information exchange behaviors and consequences. Moreover, we also examine moderating effects of information price as patients need to pay prices for consulting with doctors to obtain medical information on OHCs. Methods By using the Python program, a rich dataset contained 22,746 doctor-patient dialogues from December 2017 to December 2018 is collected from the biggest OHC in China. Then the logistic and ordinal regression models are used to get empirical results. Results We found that first information sharing from doctors and other people with diabetes can promote their information sharing behavior. Second, the moderating effects of information price are heterogeneous and change with the exchange participants. Third, rich information exchange supports self-management of people with diabetes and improves their health status. Conclusion This study is among the first that tests the information exchange behavior and consequence for diabetes in OHCs and examines the moderating effects of the information price. The present study produces several insights, which have implications for social exchange, patient behavior, online health communities, and information technology in diabetes self-management literature.

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Section: Hypotheses Developmentmentioning

confidence: 99%

Section: Hypotheses Developmentmentioning

confidence: 99%

Section: Hypotheses Developmentmentioning

confidence: 99%

Section: Hypotheses Developmentmentioning

confidence: 99%

Section: Introductionmentioning

confidence: 99%

See 3 more Smart Citations

Diabetes self-management in online health communities: an information exchange perspective

Jiang

Chen

Wang

et al. 2021

BMC Med Inform Decis Mak

View full text Add to dashboard Cite

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Research on the influencing factors and the differences between the initial trust and continuous trust of online health community users

Wang,

Liang,

Liu

et al. 2024

Neural Comput & Applic

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Should doctors use or avoid medical terms? The influence of medical terms on service quality of E-health

Zhang

Wang

Yan

2021

Electron Commer Res

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With epidemics and pandemics like COVID-19, many offline healthcare services have been suspended and shifted to online, where patients and doctors typically communicate by typing texts. The limited communication poses a threat to the service quality of E-health, and also raises higher demand on the language skills of doctors, in which medical terms are a common concern. Traditional studies of offline healthcare mostly hold a negative attitude towards the use of medical terms by doctors. However, should we still advise doctors to avoid using medical terms in E-health? To answer this question, this paper conducts a study combining technical and empirical analyses based on real data. In this paper, a novel unsupervised text-mining method is proposed to automatically identify medical terms with crowd wisdom from large-scale doctor-patient communication texts. Then, a TREC-type experiment is carried out to validate the proposed method in terms of Precision, Recall, and -measure, demonstrating that it can identify accurate and comprehensive medical terms. Based on the identified medical terms, an empirical analysis is conducted to verify the influence of medical terms used by doctors on the service quality of E-health. The analysis results show that for patients with low health literacy, the use of medical terms by doctors would decrease their service quality. However, for patients with high health literacy, the use of medical terms by doctors can significantly increase their service quality, revealing that doctors could improve their service quality in E-health by adjusting their medical term usage according to the health literacy of patients.

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Online service qualities in the multistage process and patients’ compliments: A transaction cycle perspective

Cited by 39 publications

References 58 publications

Diabetes self-management in online health communities: an information exchange perspective

Diabetes self-management in online health communities: an information exchange perspective

Research on the influencing factors and the differences between the initial trust and continuous trust of online health community users

Should doctors use or avoid medical terms? The influence of medical terms on service quality of E-health

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