How Do Voice Characteristics Affect Perceived Communication Quality? Evidence from Online Health Communities

Siyuan Xu () and Donghui Yang ()
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Siyuan Xu: Southeast University
Donghui Yang: Southeast University

A chapter in Proceedings of the 2025 5th International Conference on Informatization Economic Development and Management (IEDM 2025), 2025, pp 30-42 from Springer

Abstract: Abstract With the widespread adoption of the Internet and the continuous development of digital technologies, online health communities (OHC) are increasingly becoming an essential channel for patients seeking expert health consultations. In this context, effectively attracting consumers and improving online communication quality are the top priorities for online health communities. Existing research has attempted to address this issue from many perspectives. However, the influence of the physicians’ voice characteristics on patients’ perceived communication quality is unclear. Based on social support theory, our research examines the impact of three emotional dimensions of physicians’ voice—valence, arousal, and dominance—on perceived communication quality. Our research collected about 10,966 patient consultation records with voice messages from the well-known Chinese online health community Haodf. Empirical results show that the valence and dominance dimensions positively impact patients’ perceived communication quality, while the arousal dimension has a negative impact. Additionally, patient gender and offline visit experience moderate the relationship between the emotional dimensions of physicians’ voices and perceived communication quality.

Keywords: Social support theory; Emotional dimension model; Online healthcare community; Perceived communication quality; Offline visit experience (search for similar items in EconPapers)
Date: 2025
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Persistent link: https://EconPapers.repec.org/RePEc:spr:advbcp:978-94-6463-724-3_4

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DOI: 10.2991/978-94-6463-724-3_4

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