Exploring the effects of patient-generated and system-generated information on patients' online search, evaluation and decision
Exploring the effects of patient-generated and system-generated information on patients' online search, evaluation and decision
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DOI：
10.1016/j.elerap.2015.04.001
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发表时间：
2015-05-01
影响因子：
6
通讯作者：
Ju, Xiaofeng
中科院分区：
文献类型：
--
作者：
Yang, Hualong;Guo, Xitong;Ju, Xiaofeng
由于患者掌握的信息有限，患者与医生之间存在着明显的信息不对称。此外，由于服务的无形性、不可分割性和异质性，患者很难判断医生的服务质量。随着在线医疗保健服务的发展，目前医疗保健网站为患者提供了更多的信息，如患者生成的信息和系统生成的信息。这些信息可以反映医生的服务结果和交付过程的质量，帮助患者选择医生。然而，关于患者生成和系统生成的信息在患者在线行为中的作用的研究很少。本文以某医疗保健网站为样本，建立双方程模型，验证两类信息对患者在医疗保健网站上搜索、评价和决策的影响。我们的实证研究结果表明，积极的患者生成信息和系统生成的医生服务质量信息对患者在不同阶段的反应有积极的影响。此外，我们还发现，患者生成和系统生成的信息之间的协同效应与患者咨询医生的决定呈正相关。这些发现为在线医疗保健研究提供了有价值的贡献。(C) 2015 Elsevier B.V.版权所有
Owing to the limited information possessed by patients, there exists significant information asymmetry between patients and physicians. In addition, as services are intangible, inseparable, and heterogeneous, patients are difficult to judge the physicians' service quality. With the development of online healthcare services, healthcare websites currently provide more information for patients, such as patient-generated and system-generated information. Those kinds of information can reflect the quality of physicians' service outcome and delivery process to help patients to select physicians. However, there is scant research on the role of patient-generated and system-generated information in patients' online behavior. Collecting data from a healthcare website, this paper develops a two-equation model to verify the effects of two kinds of information on patients' search, evaluation and decision-making on healthcare websites. The results of our empirical research show that positive patient-generated and system-generated information on physicians' service quality positively impact patients' reactions at different stages. Moreover, we also find that synergies between patient-generated and system-generated information are positively associated with patients' decisions to consult a physician. These findings provide valuable contributions to the online healthcare research. (C) 2015 Elsevier B.V. All rights reserved.