IDEAS home Printed from https://ideas.repec.org/a/eee/tefoso/v137y2018icp118-127.html
   My bibliography  Save this article

Strategies for technology-driven service encounters for patient experience satisfaction in hospitals

Author

Listed:
  • Lee, DonHee

Abstract

This study empirically examines the effects of a patient learning experience and technology-driven service encounters on patients' satisfaction with their experience in using self-service capabilities of digital devices and systems in large hospitals. The research model and associated hypotheses were tested using structural equations modeling based on data collected from 212 patients who had care experience at large hospitals in metropolitan areas of South Korea. The findings of the study indicate that patients' learning experience with technologies and technology-driven service encounters encourage patients to participate in the treatment process, which in turn positively affect patients' experience satisfaction. The study results present implications regarding the relationships among patient learning, technology-driven service encounters, participation in treatment processes, and experience satisfaction. The study also provides new insights to hospital administrators regarding investment strategies in medical technologies to optimize their impact on care quality and patient experience satisfaction. Technology-driven devices and systems are especially critical for knowledge-intensive transformative institutions like hospitals for quality patient services and efficient operations. Thus, healthcare organizations should minimize the disruptive effect of innovative technological applications by developing effective planning, education/training, and user guide.

Suggested Citation

  • Lee, DonHee, 2018. "Strategies for technology-driven service encounters for patient experience satisfaction in hospitals," Technological Forecasting and Social Change, Elsevier, vol. 137(C), pages 118-127.
    • Handle: RePEc:eee:tefoso:v:137:y:2018:i:c:p:118-127
    DOI: 10.1016/j.techfore.2018.06.050
    as

    Download full text from publisher

    File URL: http://www.sciencedirect.com/science/article/pii/S0040162518303962
    Download Restriction: Full text for ScienceDirect subscribers only
    File URL: https://libkey.io/10.1016/j.techfore.2018.06.050?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    As the access to this document is restricted, you may want to search for a different version of it.

    References listed on IDEAS

    as
    1. Sukkird, Vatcharapong & Shirahada, Kunio, 2015. "Technology challenges to healthcare service innovation in aging Asia: Case of value co-creation in emergency medical support system," Technology in Society, Elsevier, vol. 43(C), pages 122-128.
    2. Sharma, Shikha & Conduit, Jodie & Rao Hill, Sally, 2014. "Organisational capabilities for customer participation in health care service innovation," Australasian marketing journal, Elsevier, vol. 22(3), pages 179-188.
    3. Fred D. Davis & Richard P. Bagozzi & Paul R. Warshaw, 1989. "User Acceptance of Computer Technology: A Comparison of Two Theoretical Models," Management Science, INFORMS, vol. 35(8), pages 982-1003, August.
    4. Gary C. Moore & Izak Benbasat, 1991. "Development of an Instrument to Measure the Perceptions of Adopting an Information Technology Innovation," Information Systems Research, INFORMS, vol. 2(3), pages 192-222, September.
    5. Michael A. Lapré & Amit Shankar Mukherjee & Luk N. Van Wassenhove, 2000. "Behind the Learning Curve: Linking Learning Activities to Waste Reduction," Management Science, INFORMS, vol. 46(5), pages 597-611, May.
    6. Timothy Bresnahan & Pai-Ling Yin, 2017. "Adoption of New Information and Communications Technologies in the Workplace Today," Innovation Policy and the Economy, University of Chicago Press, vol. 17(1), pages 95-124.
    7. Voorhees, Clay M. & Fombelle, Paul W. & Gregoire, Yany & Bone, Sterling & Gustafsson, Anders & Sousa, Rui & Walkowiak, Travis, 2017. "Service encounters, experiences and the customer journey: Defining the field and a call to expand our lens," Journal of Business Research, Elsevier, vol. 79(C), pages 269-280.
    8. David J. Teece, 2007. "Explicating dynamic capabilities: the nature and microfoundations of (sustainable) enterprise performance," Strategic Management Journal, Wiley Blackwell, vol. 28(13), pages 1319-1350, December.
    Full references (including those not matched with items on IDEAS)

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. Homayounfard, Amir & Zaefarian, Ghasem, 2022. "Key challenges and opportunities of service innovation processes in technology supplier-service provider partnerships," Journal of Business Research, Elsevier, vol. 139(C), pages 1284-1302.
    2. Sang M. Lee & DonHee Lee, 2022. "Effects of healthcare quality management activities and sociotechnical systems on internal customer experience and organizational performance," Service Business, Springer;Pan-Pacific Business Association, vol. 16(1), pages 1-28, March.
    3. Hayat, Naeem & Salameh, Anas A. & Malik, Haider Ali & Yaacob, Mohd Rafi, 2022. "Exploring the adoption of wearable healthcare devices among the Pakistani adults with dual analysis techniques," Technology in Society, Elsevier, vol. 70(C).
    4. Denicolai, Stefano & Previtali, Pietro, 2020. "Precision Medicine: Implications for value chains and business models in life sciences," Technological Forecasting and Social Change, Elsevier, vol. 151(C).
    5. Nadeem, Waqar & Tan, Teck Ming & Tajvidi, Mina & Hajli, Nick, 2021. "How do experiences enhance brand relationship performance and value co-creation in social commerce? The role of consumer engagement and self brand-connection," Technological Forecasting and Social Change, Elsevier, vol. 171(C).
    6. Sang M. Lee & DonHee Lee, 2020. "Healthcare wearable devices: an analysis of key factors for continuous use intention," Service Business, Springer;Pan-Pacific Business Association, vol. 14(4), pages 503-531, December.
    7. DonHee Lee & Seong No Yoon, 2021. "Application of Artificial Intelligence-Based Technologies in the Healthcare Industry: Opportunities and Challenges," IJERPH, MDPI, vol. 18(1), pages 1-18, January.
    8. Lee, Sang M. & Lee, DonHee, 2021. "Opportunities and challenges for contactless healthcare services in the post-COVID-19 Era," Technological Forecasting and Social Change, Elsevier, vol. 167(C).
    9. Lamrhari, Soumaya & Ghazi, Hamid El & Oubrich, Mourad & Faker, Abdellatif El, 2022. "A social CRM analytic framework for improving customer retention, acquisition, and conversion," Technological Forecasting and Social Change, Elsevier, vol. 174(C).

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Morosan, Cristian, 2016. "An empirical examination of U.S. travelers’ intentions to use biometric e-gates in airports," Journal of Air Transport Management, Elsevier, vol. 55(C), pages 120-128.
    2. Paul Juinn Bing Tan, 2013. "Applying the UTAUT to Understand Factors Affecting the Use of English E-Learning Websites in Taiwan," SAGE Open, , vol. 3(4), pages 21582440135, October.
    3. Riffat Ara Zannat Tama & Md Mahmudul Hoque & Ying Liu & Mohammad Jahangir Alam & Mark Yu, 2023. "An Application of Partial Least Squares Structural Equation Modeling (PLS-SEM) to Examining Farmers’ Behavioral Attitude and Intention towards Conservation Agriculture in Bangladesh," Agriculture, MDPI, vol. 13(2), pages 1-22, February.
    4. Sara Moussawi & Marios Koufaris & Raquel Benbunan-Fich, 2021. "How perceptions of intelligence and anthropomorphism affect adoption of personal intelligent agents," Electronic Markets, Springer;IIM University of St. Gallen, vol. 31(2), pages 343-364, June.
    5. Rogier van de Wetering & Sherah Kurnia & Svyatoslav Kotusev, 2020. "The Effect of Enterprise Architecture Deployment Practices on Organizational Benefits: A Dynamic Capability Perspective," Sustainability, MDPI, vol. 12(21), pages 1-21, October.
    6. Francisco Rejón-Guardia & Juán Sánchez-Fernández & Francisco Muñoz-Leiva, 2011. "Motivational Factors that influence the Acceptance of Microblogging Social Networks: The µBAM Model," FEG Working Paper Series 06/11, Faculty of Economics and Business (University of Granada).
    7. Dehghani, Milad & William Kennedy, Ryan & Mashatan, Atefeh & Rese, Alexandra & Karavidas, Dionysios, 2022. "High interest, low adoption. A mixed-method investigation into the factors influencing organisational adoption of blockchain technology," Journal of Business Research, Elsevier, vol. 149(C), pages 393-411.
    8. Siti Salwa Mohd Ishak & Sidney Newton, 2018. "Testing a Model of User Resistance Towards Technology Adoption in Construction Organizations," International Journal of Innovation and Technology Management (IJITM), World Scientific Publishing Co. Pte. Ltd., vol. 15(06), pages 1-27, December.
    9. Raouf Jaziri & Mohammad Miralam, 2019. "Modelling the crowdfunding technology adoption among novice entrepreneurs: an extended tam model," Entrepreneurship and Sustainability Issues, VsI Entrepreneurship and Sustainability Center, vol. 6(4), pages 2159-2179, June.
    10. Faqih, Khaled M.S., 2016. "An empirical analysis of factors predicting the behavioral intention to adopt Internet shopping technology among non-shoppers in a developing country context: Does gender matter?," Journal of Retailing and Consumer Services, Elsevier, vol. 30(C), pages 140-164.
    11. Sanjeev Verma, 2015. "Harnessing the Benefit of Social Networking Sites for Intentional Social Action: Determinants and Challenges," Vision, , vol. 19(2), pages 104-111, June.
    12. Sarv Devaraj & Ming Fan & Rajiv Kohli, 2002. "Antecedents of B2C Channel Satisfaction and Preference: Validating e-Commerce Metrics," Information Systems Research, INFORMS, vol. 13(3), pages 316-333, September.
    13. Bierstaker, James & Janvrin, Diane & Lowe, D. Jordan, 2014. "What factors influence auditors' use of computer-assisted audit techniques?," Advances in accounting, Elsevier, vol. 30(1), pages 67-74.
    14. Raouf Jaziri & Helmi Jamel Touhami, 2018. "Predicting User Acceptance of an Entrepreneurship E-Training Platform: Evidence from Tunisia," Eastern European Business and Economics Journal, Eastern European Business and Economics Studies Centre, vol. 4(2), pages 143-161.
    15. Chi-Yo Huang & Hui-Ya Wang & Chia-Lee Yang & Steven J. H. Shiau, 2020. "A Derivation of Factors Influencing the Diffusion and Adoption of an Open Source Learning Platform," Sustainability, MDPI, vol. 12(18), pages 1-27, September.
    16. Keen, C. & Wetzels, M., 2001. "Exploring the Preference Structure for Online and Traditional Retail Formats," Working Papers 01.18, Eindhoven Center for Innovation Studies.
    17. repec:zbw:bofrdp:2006_032 is not listed on IDEAS
    18. Netsanet Haile & Jörn Altmann, 2016. "Structural analysis of value creation in software service platforms," Electronic Markets, Springer;IIM University of St. Gallen, vol. 26(2), pages 129-142, May.
    19. Chowdhury, Md Maruf H. & Quaddus, Mohammed, 2017. "Supply chain resilience: Conceptualization and scale development using dynamic capability theory," International Journal of Production Economics, Elsevier, vol. 188(C), pages 185-204.
    20. Hong-Wen Lin & Ya-Cing Jhan & Yuan Tseng, 2019. "Behavioral intention of using one-stop mobile application: evidence from department stores," Asian Journal of Empirical Research, Asian Economic and Social Society, vol. 9(12), pages 401-412, December.
    21. Sabi, Humphrey M. & Uzoka, Faith-Michael E. & Langmia, Kehbuma & Njeh, Felix N., 2016. "Conceptualizing a model for adoption of cloud computing in education," International Journal of Information Management, Elsevier, vol. 36(2), pages 183-191.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:eee:tefoso:v:137:y:2018:i:c:p:118-127. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Catherine Liu (email available below). General contact details of provider: http://www.sciencedirect.com/science/journal/00401625 .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.