Understanding Patients’ WOM of IT-Enabled Healthcare Service: A Case Study of Online Health Consultation

dc.contributor.author Liu, Yezheng
dc.contributor.author Zhang, Xue
dc.contributor.author Sun, Jianshan
dc.contributor.author Jiang, Yuanchun
dc.contributor.author Tian, Zhiqiang
dc.date.accessioned 2019-01-02T23:44:33Z
dc.date.available 2019-01-02T23:44:33Z
dc.date.issued 2019-01-08
dc.description.abstract In healthcare context, the service delivery and information management are facilitated via varieties of IT-Enabled collaborative platforms. The effect of IT-Enabled collaboration health service has been extensively explored in recent decades. However, few studies have investigated the IT-Enabled health service from the perspective of patients or health consumers. Our research fills this research gap through a case study of an online health consultation website. The review systems on the website enable patients to write their word of mouth about services and physicians, thus providing us with a material to understand the interests, motivations and expectations of patients. In this work, we utilize text-analysis techniques: term frequency analysis, sentiment analysis, feature words clustering and topic modelling to process textual WOM of patients about their experience. The results of our research have both theoretical and practical implications for optimizing the IT-Enabled health service, maintaining a harmonious physician-patients’ relationship and increasing patient satisfaction.
dc.format.extent 10 pages
dc.identifier.doi 10.24251/HICSS.2019.086
dc.identifier.isbn 978-0-9981331-2-6
dc.identifier.uri http://hdl.handle.net/10125/59510
dc.language.iso eng
dc.relation.ispartof Proceedings of the 52nd Hawaii International Conference on System Sciences
dc.rights Attribution-NonCommercial-NoDerivatives 4.0 International
dc.rights.uri https://creativecommons.org/licenses/by-nc-nd/4.0/
dc.subject IT Enabled Collaboration for Development
dc.subject Collaboration Systems and Technologies
dc.subject IT-Enabled collaborative healthcare, online health consultation, online WOM, textual analysis
dc.title Understanding Patients’ WOM of IT-Enabled Healthcare Service: A Case Study of Online Health Consultation
dc.type Conference Paper
dc.type.dcmi Text
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