The impact of technology-based service encounters on the management of healthcare institutions

Wei-Tsong Wang, Lin Yo Huang

Research output: Chapter in Book/Report/Conference proceedingConference contribution

Abstract

While there have been studies discussing the influence of technology-based services on the overall service efficiency and quality of organizations in various industries, very few efforts have been devoted to investigating such issue in the context of healthcare industry. Hospital image has been considered one of the crucial factors influencing patients' choices of hospitals. However, very few studies which specifically examine its association with technology-based services have so far been attempted. By consulting a number of models developed in the areas of service marketing, healthcare management, and information management, this study has developed a structural theoretical model which depicts the causal relationships among technology-based service encounters, service quality, patient satisfaction, and patient loyalty in the context of healthcare industry. The research results have provided both academics and practitioners with insights into how the use of technology-based services can benefit healthcare institutions through its associations with the key service-marketing factors. Future research which aims to empirically validate the proposed model or to investigate the factors influencing the implementation of technology-based services in the context of healthcare industry is encouraged.

Original languageEnglish
Title of host publicationInternational Conference on Enterprise Information Systems and Web Technologies 2010, EISWT 2010
Pages60-66
Number of pages7
Publication statusPublished - 2010 Dec 1
Event2010 International Conference on Enterprise Information Systems and Web Technologies, EISWT 2010 - Orlando, FL, United States
Duration: 2010 Jul 122010 Jul 14

Publication series

NameInternational Conference on Enterprise Information Systems and Web Technologies 2010, EISWT 2010

Other

Other2010 International Conference on Enterprise Information Systems and Web Technologies, EISWT 2010
CountryUnited States
CityOrlando, FL
Period10-07-1210-07-14

All Science Journal Classification (ASJC) codes

  • Computer Networks and Communications
  • Information Systems

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