The empowering role of hospitable telemedicine experience in reducing isolation and anxiety: evidence from the COVID-19 pandemic

Abstract

Purpose This paper aims to explore how hospitable telemedicine services empowered patients during the COVID-19. Expanding from the technology aspect, this research integrated the philosophy of hospitality organizational culture by including factors related to human-human interaction as significant predictors for patients’ sense of empowerment (perceived competence and control) in coping with their emotional stress (anxiety and isolation). Design/methodology/approach Survey data were obtained from 409 general consumers who have used video-based virtual consultation since February 2020. Stepwise multiple regression and simple linear regression analyses were used for hypotheses testing. Findings The results reveal that the doctors’ reliability, responsiveness and empathy significantly predict patients’ perceived competence and control. Perceived usefulness and convenience of telemedicine technology enhance patients’ perceived competence and control. Patients’ sense of empowerment significantly reduces their anxiety and sense of isolation. Research limitations/implications To fully understand the role of hospitality in people’s telemedicine experiences, future studies are encouraged to not only examine the patients-clinicians interactions but also explore the patients-support staff interactions. Practical implications Health-care service providers’ “bed-side” manners empower patients in managing their emotional stress. Health-care service providers should be trained for their empathetic ability and communication skills. Strategies such as collaborating with hospitality schools and business schools can be implemented to help build medical student’s patient-centric attitudes and skills. Originality/value This paper provided empirical evidence for the value of hospitality in health care and offered useful suggestions for health care providers, especially by empowering vulnerable people during catastrophic events such as COVID-19.

How hotels adjust technology-based strategy to respond to COVID-19 and gain competitive productivity (CP): strategic management process and dynamic capabilities

“…In regard to efficiency, productivity, savings and profits, saved labor costs, service quality, customer control and customer satisfaction, hoteliers have introduced a variety of technologies such as self-check-in/check-out kiosks, voice-control system and service robots (Chen et al, 2015;Karadag and Dumanoglu, 2009;Liu and Hung, 2021). Owing to its ability to reduce contact between customers and service employees, the advantages of SST in achieving social distancing, enhancing cleanliness, reducing customers' perceptions of health risk, anxiety and sense of isolation have been highlighted amid the COVID-19 pandemic (Cheng et al, 2021;Shin and Kang, 2020). SST is, thus, regarded as an effective risk-reduction strategy for managing the effects of COVID-19 in the hospitality industry (Shin and Kang, 2020).…”

Anxiety and Depressive Disorders and Quality of Life Assessment of Poles—A Study Covering Two Waves of the COVID-19 Pandemic

“…On the other hand, it is worth noting that due to that limitations, telemedicine and devices measuring life parameters 24 h a day developed rapidly (7). Some studies show that this contributed to reducing anxiety and a sense of isolation among patients (8). The vast majority of the healthcare system is focused on the care of COVID-19 patients (9).…”

Sustainability in Hospitality Marketing during the COVID-19 Pandemic. Content Analysis of Consumer Empirical Research

“…Wong and Yang [45] tested a model of guests' experiences under enforced isolation and found a significant impact of anxiety on loneliness, with service quality acting as a buffer that mitigates this impact. In a study on hospitable telemedicine experience, anxiety and loneliness were found to be reduced by patients' sense of empowerment [50]. In a hospitality education context, anxiety was caused by different students' personality traits [65].…”

“…The second identified research theme was focused on examining the antecedents and consequences of consumer emotions and psychological conditions during the COVID-19 pandemic. Particular attention has been paid to anxiety, which was examined in different research contexts [45,50,65]. Wong and Yang [45] tested a model of guests' experiences under enforced isolation and found a significant impact of anxiety on loneliness, with service quality acting as a buffer that mitigates this impact.…”

“…Finally, Cheng et al [50] studied the impact of consumers'-patients' experience with telemedicine (through human-human and human-technology interactions) on their sense of empowerment (perceived competency and perceived control). They found that telemedicine significantly empowered patients during the pandemic [50].…”