Digital Health Experience: A Regulatory Focus Perspective

被引：13

作者：

O'Connor, Genevieve E. ^{[1
]}

Myrden, Susan ^{[2
]}

Alkire , Linda ^{[3
]}

Lee, Kyungwon ^{[4
]}

Koecher, Soeren ^{[5
]}

Kandampully, Jay ^{[6
]}

Williams, Jerome D. ^{[7
]}

机构：

[1] Fordham Univ, 140 West 62nd St,Suite 429, New York, NY 10023 USA

[2] Univ Maine, 5723 DP Corbett Hall, Orono, ME 04469 USA

[3] Texas State Univ, 601 Univ Dr, San Marcos, TX 78666 USA

[4] Univ Michigan, 19000 Hubbard Dr, Dearborn, MI 48126 USA

[5] TU Dortmund Univ, Otto Hahn Str 6, D-44227 Dortmund, Germany

[6] Ohio State Univ, 245 Campbell Hall, Columbus, OH 43210 USA

[7] Rutgers State Univ, 123 Washington St,Suite 590, Newark, NJ 07102 USA

来源：

JOURNAL OF INTERACTIVE MARKETING | 2021年 / 56卷

关键词：

Regulatory focus theory; Customer experience; Technology; Healthcare; Digital health; TECHNOLOGY ACCEPTANCE MODEL; USER ACCEPTANCE; INFORMATION-TECHNOLOGY; CONSUMER ACCEPTANCE; SERVICE PRODUCTION; PERCEIVED EASE; CO-CREATION; PLS-SEM; CARE; TRUST;

D O I：

10.1016/j.intmar.2021.07.002

中图分类号：

F [经济];

学科分类号：

02 ;

摘要：

Digital technology is an integral part of today's healthcare, yet little is known about how these technologies affect healthcare customers' experience. This study uses regulatory focus theory to understand how consumers' role clarity, perceived usefulness, ease of use (i.e., promotion orientation), security, and trust (i.e., prevention orientation) when using digital health technology affect their experience. A nationwide study shows that customer experience is driven by promotion-and prevention-related variables concurrently. Results also show that customer experience with digital health technology positively affects customers' attitudes toward using digital technology. This study offers valuable insights for marketers, technology developers, and healthcare managers interested in understanding and improving healthcare customer experience. (c) 2021

引用

页码：121 / 136

页数：16

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