User‐generated content in the era of digital well‐being: A netnographic analysis in a healthcare marketing context

Cuomo, Maria Teresa; Tortora, Debora; Giordano, Alex; Festa, Giuseppe; Metallo, Gerardino; Martinelli, Erika

doi:10.1002/mar.21327

Cited by 28 publications

(21 citation statements)

References 47 publications

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“…It becomes a place that favours the birth of new models often based on new technologies. Technological transformation in the healthcare sector has brought significant changes especially in the search for information (Cuomo et al, 2020). Over the years, in fact, health informatics has become very important for the proper and efficient functioning of healthcare organizations (Teti et al, 2009).…”

Section: Innovation and Healthcarementioning

confidence: 99%

Value that matters: intellectual capital and big data to assess performance in healthcare. An empirical analysis on the European context

Gravili

Manta

Cristofaro

et al. 2020

JIC

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PurposeThe aim of this paper is to analyze and measure the effects of intellectual capital (IC), i.e. human capital (HC), relational capital (RC) and structural capital (SC), on healthcare industry organizational performance and understanding the role of data analytics and big data (BD) in healthcare value creation (Wang et al., 2018). Through the assessment of determined variables specific for each component of IC, the paper identifies the guidelines and suggests propositions for a more efficient response in terms of services provided to citizens and, specifically, patients, as well as predicting effective strategies to improve the care management efficiency in terms of cost reduction.Design/methodology/approachThe study has a twofold approach: in the first part, the authors operated a systematic review of the academic literature aiming to enquire the relationship between IC, big data analytics (BDA) and healthcare system, which were also the descriptors employed. In the second part, the authors built an econometric model analyzed through panel data analysis, studying the relationship between IC, namely human, relational and structural capital indicators, and the performance of healthcare system in terms of performance. The study has been conducted on a sample of 28 European countries, notwithstanding the belonging to specific international or supranational bodies, between 2011 and 2016.FindingsThe paper proposes a data-driven model that presents new approach to IC assessment, extendable to other economic sectors beyond healthcare. It shows the existence of a positive impact (turning into a mathematical inverse relationship) of the human, relational and structural capital on the performance indicator, while the physical assets (i.e. the available beds in hospitals on total population) positively mediates the relationship, turning into a negative impact of non-IC related inputs on healthcare performance. The result is relevant in terms of managerial implications, enhancing the opportunity to highlight the crucial role of IC in the healthcare sector.Research limitations/implicationsThe relationship between IC indicators and performance could be employed in other sectors, disseminating new approaches in academic research. Through the establishment of a relationship between IC factors and performance, the authors implemented an approach in which healthcare organizations are active participants in their economic and social value creation. This challenges the views of knowledge sharing deeply held inside organizations by creating “new value” developed through a more collaborative and permeated approach in terms of knowledge spillovers. A limitation is given by a fragmented policymaking process which carries out different results in each country.Practical implicationsThe analysis provides interesting implications on multiple perspectives. The novelty of the study provides interesting implications for managers, practitioners and governmental bodies. A more efficient healthcare system could provide better results in terms of cost minimization and reduction of hospitalization period. Moreover, dissemination of new scientific knowledge and drivers of specialization enhances best practices sharing in the healthcare sector. On the other hand, an improvement in preventive medicine practices could help in reducing the overload of demand for curative treatments, on the perspective of sharply decreasing the avoidable deaths rate and improving societal standards.Originality/valueThe authors provide a new holistic framework on the relationship between IC, BDA and organizational performance in healthcare organizations through a systematic review approach and an empirical panel analysis at a multinational level, which is quite a novelty regarding the healthcare. There is little research focussed on healthcare industries' organizational performance, and, specifically, most of the research on IC in healthcare delivered results in terms of theoretical contribution and qualitative analyzes. The authors even contributed to analyze the healthcare industry in the light of the possible existence of synergies and networks among countries.

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Section: Innovation and Healthcarementioning

confidence: 99%

Value that matters: intellectual capital and big data to assess performance in healthcare. An empirical analysis on the European context

Gravili

Manta

Cristofaro

et al. 2020

JIC

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“…Given that the social support forms of informational, emotional and network support have a more overt alignment with technology-based delivery, these are the most extensively researched in the extant literature (Reno and Poole, 2016), with little to no research on esteem or instrumental support. Technological advancements may allow for digital delivery of emotional, esteem and instrumental social support, previously considered the domain of face-to-face delivery (Cuomo et al , 2020; Zheng et al , 2016).…”

Section: Background Literaturementioning

confidence: 99%

I'm no expert, but … ? Consumer use of supportive digital tools in health services

Bocking

Russell‐Bennett

Letheren

2021

JSTP

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PurposeThe use of supportive digital technology – the provision of supportive services and self-management health tools using digital platforms – by marketers is increasing alongside research interest in the topic. However, little is known about the motivations to use these tools and which tool features provide different forms of social support (informational, emotional, instrumental, network or esteem). The purpose of this paper is thus to explore consumer perceptions of supportive healthcare self-management and preferences for different levels of interactive features as social support in a health services context.Design/methodology/approachA qualitative approach involving 30 semi-structured interviews with consumers interested in two common preventative health services that use supportive digital tools (SDTs) (skin-cancer checks and sexually transmitted infection checks) was undertaken. Thematic analysis was used to analyse the verbatim transcripts.FindingsThis research identified there is a lack of motivation to initiate the search for SDTs; consumers are motivated by a desire to control and monitor health concerns and avoid overuse of the health system. The findings showed a preference for social support to go beyond informational support, with a need for interactivity that personalised support in a proactive manner.Research limitations/implicationsSDTs are positively perceived by consumers as part of health services. The motivation to use these tools is complex, and the social support needed is multifaceted and preferably interactive.Practical implicationsThis research assists service marketers to better design informational and instrumental support for preventative self-managed healthcare services.Originality/valueThis paper extends knowledge about the motivation and social support required from SDTs in a preventative health service context.

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“…Therefore, in an environment where the online world meets the offline world and where interactions among patients and between them and healthcare companies are increasingly seamless and digital, there is a need to carefully study both the content that is being generated and the way people use and interpret online health information (Cuomo et al, 2020). This could be true for any industry, but it is particularly relevant for the healthcare sector, since making decisions about health issues is more complicated than choosing a pair of shoes and not all individuals are equally qualified to generate and disseminate health information.…”

Section: Introductionmentioning

confidence: 99%

Are Health e-Mavens the New Patient Influencers?

2020

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Even though the healthcare industry is usually considered a rather traditional and slowly evolving sector, change is happening. Digitalization is transforming the way of obtaining medical advice and treatment and the Internet has become a key source for the seeking of healthcare information. It has allowed people to turn into more active collaborators in matters of their own health by enabling them to easily search and share information with other patients. Although research points out the growing importance of usergenerated content in many sectors and its positive impact on information credibility, trust, engagement, and, ultimately, customer behavior (Malthouse et al., 2016), there is a lack of attention to this topic in healthcare. In this brief review, we address this gap by analyzing the role of health e-mavens, which are a particular type of influencers that possesses both expertise and online social influence. We lastly illustrate possible benefits of their impact on other to the different parties involved and affected by this phenomenon.

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User‐generated content in the era of digital well‐being: A netnographic analysis in a healthcare marketing context

Cited by 28 publications

References 47 publications

Value that matters: intellectual capital and big data to assess performance in healthcare. An empirical analysis on the European context

Value that matters: intellectual capital and big data to assess performance in healthcare. An empirical analysis on the European context

I'm no expert, but … ? Consumer use of supportive digital tools in health services

Are Health e-Mavens the New Patient Influencers?

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