The art of building initial trust in medical services

Terres, Mellina da Silva; Basso, Kenny

doi:10.1108/ijphm-03-2017-0010

Cited by 4 publications

(3 citation statements)

References 48 publications

(124 reference statements)

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“…It has been found that interpersonal recommendation is the main factor influence the trust building in prior researches. Such as, Terres and Basso (2018) found that the positive recommendation from the friends, family, healthcare plan and other doctors have a significant effect on initial trust in doctor [50]. Thus, we stated the following: Hypothesis 3.…”

Section: Doctor's Initial Trust Formation Processmentioning

confidence: 75%

Examining User’s Initial Trust Building in Mobile Online Health Community Adopting

Cao

Zhang

et al. 2020

IJERPH

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Due to the high perceived risk, it is critical to foster users’ initial trust in the promotion of mobile online health community (MOHC) adoption. The present study focused on the role of two different trust elements and examined the initial trust building process based on elaboration likelihood model and trust transfer theory. The results indicated that initial trust in MOHC context was composed of two interrelated components: health service provider (doctor) and underlying technology (MOHC platform). Especially, the initial trust in MOHC platform exerted greater effects on adopting intention. Both performance-based cue (doctors’ information quality and interaction quality) and transfer-based cue (trust in the offline doctors’ health service) positively shaped the initial trust in doctor. Meanwhile, only the performance-based cue (MOHC platform’s information quality and service quality) has significant positive association with initial trust in MOHC platform. However, interpersonal recommend is insignificantly related to the initial trust in doctor. Trust in the mobile internet service is insignificantly related to the initial trust in MOHC platform.

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Section: Doctor's Initial Trust Formation Processmentioning

confidence: 75%

Examining User’s Initial Trust Building in Mobile Online Health Community Adopting

Cao

Zhang

et al. 2020

IJERPH

View full text Add to dashboard Cite

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“…In connection with medical treatment, patient trust is defined as a set of belief about the physicians' behavior based on the previous expectations about skills, empathy, privacy, confidentiality, and expertise. According to literary research, a situation where an individual has never had any previous experience with another parties prior to their first meeting is referred to as initial trust (Terres & Basso, 2017).…”

Section: Trustmentioning

confidence: 99%

The Impact of Service Quality, Patient Satisfaction, and Trust on Positive Word of Mouth (WOM) of Dental Clinic’s Patients

Wibowo

Junaedi

2019

JICP

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The purpose of this research is to study the impact of service quality, patient satisfaction, and trust on positive word of mouth (WOM) recommendations by dental clinic patients. The paper also investigates the mediating effect of loyalty on WOM. A survey involving 150 dental clinic patients is conducted using a structured questionnaire developed using existing constructs. Data are analyzed using regression analysis with mediation which is used to assess the degree of association between the constructs and also applied to analyze the mediating effect of loyalty. The study is limited to a small sample which may somewhat limit generalization of findings. The results show that service quality has neither direct nor indirect significant relathionship towards positive WOM, patient satisfaction has indirect significant relationship through the medium of loyalty towards positive WOM, and trust has both direct and indirect significant relationship through the medium of loyalty towards positive WOM of dental clinic's patients. This study makes several contributions. For academic, this study establishes the importance of service quality, patient's satisfaction, and trust as antecedents of WOM in the context of dental clinic patients and also establishes loyalty as the mediating factor between them. For practical, the result provides insights about factors that can influence positive WOM of dental clinic patients. Also, it is beneficial for dental clinic management to consider the promotion strategy.

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“…It comprises traits such as willingness to depend on service providers, including the capacity to improve the service and to communicate, confidentiality in practices and reliability of delivery and trade. Terres and Basso (2018) suggest that the confidence and beliefs of patients about the openness, confidentiality, reliability and dependency of the interaction can be influenced by the surrounding environment.…”

Section: 27mentioning

confidence: 99%

The influence of servicescape and service credibility on older adults' intention to recover

Lai

Chong

2020

JHOM

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PurposeBased on the stimuli-organism-response (SOR) model and relationship marketing theory, the paper aims to examine whether servicescape influences trust, service credibility and affective commitment amongst older adults, and their effects on the intention to recover in a rehabilitation setting.Design/methodology/approachThe study takes a quantitative approach, applying confirmatory factor analysis and structural equation model to examine the responses. A total of 400 data were collected using questionnaires distributed to older adults in Malaysia. Respondents were selected based on two criteria: they should be over 65 years, and they should have been visiting the rehabilitation centres in the last 12 months.FindingsThe results suggest that trust and affective commitment play significant roles in increasing the intention of older adults to recover. Contradicting previous research findings, service credibility does not have any significant impact on the intention to recover as hypothesised. The direct effect of service credibility on trust and affective commitment enhances the premise further that the relationship between service credibility and intention to recover is primarily indirect. Even though we expect servicescape to be a significant driver in forming the behaviour of older adults, its impact on intention to recover, trust and affective commitment remain non-significant, with the exception of service credibility.Originality/valuePast studies have focused on the roles of servicescape and service credibility separately. We have extended the literature by examining the combined effects of both servicescape and service credibility. The findings, therefore, contribute to a deeper understanding of the literature on the intention–behaviour relationship in the context of healthcare, as well as in service marketing.

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The art of building initial trust in medical services

Cited by 4 publications

References 48 publications

Examining User’s Initial Trust Building in Mobile Online Health Community Adopting

Examining User’s Initial Trust Building in Mobile Online Health Community Adopting

The Impact of Service Quality, Patient Satisfaction, and Trust on Positive Word of Mouth (WOM) of Dental Clinic’s Patients

The influence of servicescape and service credibility on older adults' intention to recover

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