Study on the Use and Improvement of Mobile Healthcare Services Based on Service Encounter Theory
- VernacularTitle:基于服务接触理论的移动医疗服务使用与提升研究
- Author:
Dongxiang ZHAO
1
;
Yifan LIU
;
Yunkai ZHAI
Author Information
1. 郑州大学信息管理学院 河南 郑州 450001;郑州大学管理科学与工程博士后流动站 河南 郑州 450001;河南省智能健康信息系统国际联合实验室 河南 郑州 450001
- Publication Type:Journal Article
- Keywords:
mobile healthcare services;
service encounter theory;
willingness to use
- From:
Chinese Hospital Management
2025;45(2):62-68
- CountryChina
- Language:Chinese
-
Abstract:
Objective To examine the intention of users to adopt mobile healthcare services from the perspective of service encounter theory,and to promote the improvement of mobile healthcare service quality.Methods Combining service encounter theory,perceived trust,and social presence,a model of user willingness to use mobile healthcare services is constructed.This model and its hypotheses are empirically tested using a questionnaire survey and structural equation modeling.Results It reveals that perceived trust significantly influences users'willingness to use mobile healthcare services.Moreover,word-of-mouth encounter,technical encounter,personal encounter,and social presence all impact perceived trust.In order of impact,these factors are personal encounter,technical encounter,social presence,and word-of-mouth encounter.Conclusion Based on the research findings,strategies for improving mobile healthcare services are proposed,including:bridging the digital divide and including marginalized groups,innovating technology applications and exploring Artificial Intelligence empowerment paths,enhancing multi-party collaboration to build a service ecosystem,and optimizing user relationships to convey brand value.
