Physician’s service quality and patient’s review behavior
Managing online review to attract more patients
Bibliographic Data
| ID | 12420937 |
|---|---|
| Authors | Junhui Yan (0009-0001-2644-2371, Hefei University of Technology), Changyong Liang (0000-0003-2076-5345, Hefei University of Technology), Peiyu Zhou (0000-0003-2823-5242, Hefei University of Technology) |
| Year | 2024 |
| Volume | 35 |
| Issue | 6 |
| Pages | 2418-2444 |
| Publication date | 2024-11-27 |
| Peer Reviewed | Yes |
| Open Access | No |
| Type | ARTICLE |
| Venue | Internet Research (JOURNAL) |
| Journal identifiers | ISSN: 1066-2243 • E-ISSN: 2054-5657 |
| Publisher | Emerald Publishing Limited (PUBLISHER • GB) |
| DOI | 10.1108/intr-03-2024-0426 |
| OpenAlex | W4404765231 |
| Language | EN |
| Citations received | 2 |
| References cited | 75 |
Purpose Online patient reviews are of considerable importance on online health platforms. However, there is limited understanding of how these reviews are generated and their impact on patients' choices of physicians. Therefore, this study aims to investigate the antecedents and consequences of online patient reviews on online health platforms. Design/methodology/approach This study introduced an online interaction model with multiple stages aimed at examining how physicians' service quality affects patients' review behavior and, consequently, influences patients' choices of physicians. Findings The results revealed that technical quality and emotional care significantly influenced the effort that patients exert and their use of positive emotional words when writing reviews, which, in turn, positively influenced patients' selection of physicians. Moreover, it was found that the voice channel had a significant moderating effect on the relationship between physician service quality and patient review behavior. Practical implications The study’s findings can help online health platform managers improve the platform system by optimizing the integrated text and voice interaction functions. The findings can also support physicians in improving service quality, managing online reviews and attracting patients’ choices. Originality/value This study enriches the literature on physician service quality, patient online reviews and choices in online health platforms. Furthermore, this study offers a novel perspective on the social exchange process in online healthcare settings by highlighting the role of media in shaping physician–patient interactions
Business · Quality (philosophy · Service (business · Service quality · Customer Service Quality and Loyalty · Digital Marketing and Social Media · Psychology · Technology Adoption and User Behaviour · Marketing
Social Exchange Theory
Some New Thoughts on Conceptualizing Perceived Service Quality
Message Equivocality, Media Selection, and Manager Performance
Defining and measuring patient satisfaction with medical care
How Doctors Gain Social and Economic Returns in Online Health-Care Communities
Product/Consumption-Based Affective Responses and Postpurchase Processes
Signaling Theory
Social Exchange Theory
Understanding online review behaviors of patients in online health communities
Adoption of online follow-up service by patients
Which voice are you satisfied with? Understanding the physician–patient voice interactions on online health platforms
Research on the identification of medical service quality factors
Exploring the influence of doctor–patient social ties and knowledge ties on patient selection
The effects of social media use and consumer engagement on physician online return
Influencing factors and mechanism of doctor consultation volume on online medical consultation platforms based on physician review analysis
Understanding the influence of professional status and service feedback on patients' doctor choice in online healthcare markets
The impact of individual and team professional capital on physicians’ performance in online health-care communities
Can receiving managerial responses induce more user reviewing effort? A mixed method investigation in hotel industry
Factors that determine a Patient's willingness to physician selection in online healthcare communities
Navigating by the Stars
| Unique citing works | 2 |
|---|---|
| Citations per year | 2 |
| Citation span | 2026 - 2026 (1) |
| Citation velocity | current |
| Highly cited | No |
| Citation types | Neutral: 2 |