Determinants of the Relationship of Medical Service Entities in the Virtual Environment

Justyna Matysiewicz and Sławomir Smyczek
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Justyna Matysiewicz: Department of Consumer Research, University of Economics in Katowice, 40-287 Katowice, Poland
Sławomir Smyczek: Department of Consumer Research, University of Economics in Katowice, 40-287 Katowice, Poland

Sustainability, 2020, vol. 12, issue 18, 1-16

Abstract: Introducing new technologies to the healthcare market provides unique opportunities for implementing a powerful framework of resources, tools, and applications that can revolutionize the ways in which medical units interact with their patients, as well as help deliver and manage medical services. The Internet of Services, as a new concept of Internet evaluation, depends not only on technological solutions but also on service innovations in the field of new value propositions where a patient-centered model is needed. Such a model would consider patient preferences, values, and the need for information as the leading characteristics of care. Patient and medical unit engagement is an essential prerequisite for the new value proposition development process. In this paper, we focus on the identification and analysis of the determinants responsible for the mutual engagement of patients and medical units. The purpose of this study was to identify and describe a relational model for the virtual healthcare service market. This study adopted a quantitative survey approach. The questionnaire was based on a three-factor model of consumer behavior, considering motivation, capacity, and opportunities. The relationships between patients and healthcare organizations will develop on the condition that the patients are properly motivated and have adequate abilities to become engaged in the relationships with health care providers.

Keywords: service management 1; engagement determinates 2; patient–healthcare organization relationships (search for similar items in EconPapers)
JEL-codes: O13 Q Q0 Q2 Q3 Q5 Q56 (search for similar items in EconPapers)
Date: 2020
References: View references in EconPapers View complete reference list from CitEc
Citations: View citations in EconPapers (1)

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