Please use this identifier to cite or link to this item: http://hdl.handle.net/10397/81034
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dc.contributor.authorYang, YFen_US
dc.contributor.authorZhang, XFen_US
dc.contributor.authorLee, PKCen_US
dc.date.accessioned2019-07-18T09:32:26Z-
dc.date.available2019-07-18T09:32:26Z-
dc.date.issued2019-
dc.identifier.citationInternational journal of production economics, 2019, v. 207, p. 70-80en_US
dc.identifier.issn0925-5273en_US
dc.identifier.urihttp://hdl.handle.net/10397/81034-
dc.description.abstractIn the "internet plus" era, online healthcare platforms provide an effective way of easing the demand for hospitals, and their popularity among patients has been increasing sharply in recent years. Such platforms' effectiveness depends on whether there are adequate interactions between patients and doctors through multiple online consultations. Nonetheless, compared with face-to-face consultations, online patients' trust to the doctors and switching costs are often lower. Thus, many of them (in particular, those with chronic diseases) may terminate their cases after the very first consultation, jeopardizing the effectiveness of the online platforms. We adopt a trust development perspective to examine how doctors' online consultation behaviours can reduce patients' switching of doctors and how they enhance patient satisfaction, thereby offering insights to make such healthcare platforms more efficient and effective. By analyzing 77,248 patients' behaviours on an online healthcare platform covering the period 2014-2015, we find that the response time, the depth of interaction, and service content during the first consultation influence the patients' subsequent consultation behaviours significantly. Also, the effects of doctor response time, service content, and depth of interaction on patient satisfaction are different in different periods. Our findings offer managerial insights on managing patients' continuous consultation behaviours and enhancing their satisfaction by considering the time scope and service type. Also, they offer important insights into how online medical care can be delivered more effectively, so relieving the demand for traditional healthcare system capacity.en_US
dc.description.sponsorshipDepartment of Logistics and Maritime Studiesen_US
dc.language.isoenen_US
dc.publisherElsevieren_US
dc.relation.ispartofInternational journal of production economicsen_US
dc.subjectService operationsen_US
dc.subjectMulti-period dataen_US
dc.subjectOnline healthcareen_US
dc.subjectDoctor behaviouren_US
dc.subjectPatient satisfactionen_US
dc.titleImproving the effectiveness of online healthcare platforms : an empirical study with multi-period patient-doctor consultation dataen_US
dc.typeJournal/Magazine Articleen_US
dc.identifier.spage70en_US
dc.identifier.epage80en_US
dc.identifier.volume207en_US
dc.identifier.doi10.1016/j.ijpe.2018.11.009en_US
dc.identifier.isiWOS:000454973200005-
dc.identifier.scopus2-s2.0-85057181368-
dc.identifier.ros2018002140-
dc.description.validate201907 bcwhen_US
dc.description.oaNot applicableen_US
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