Patient experience in the digital age: An investigation into the effect of generational cohorts

Alkire (née Nasr), Linda, Genevieve E. O'Connor, Susan Myrden and Köcher, Sören

Journal of Retailing and Consumer Services, 2020, vol. 57, issue C

Abstract: This research examines how patient experience is affected by various generational cohorts’ perceived ease of use and usefulness of healthcare patient portals and how this experience, in turn, shapes cohort technology use. Results suggest that digital technology needs to be designed and implemented with cohorts in mind. This study complements research in digital technology and customer experience by highlighting the relevance of generational cohort differences, that is whether they adopted digital technology (i.e., Generation X) or always had digital technology, (i.e., Millennials) on a patient’s experience.

Keywords: Generational cohort theory; Healthcare; Patient experience; Age; Digital health (search for similar items in EconPapers)
Date: 2020
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Citations: View citations in EconPapers (7)

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Persistent link: https://EconPapers.repec.org/RePEc:eee:joreco:v:57:y:2020:i:c:s0969698920311000

DOI: 10.1016/j.jretconser.2020.102221

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