An application of health-portals to improve electronic listening

Juan Gabriel Cegarra Navarro, Gabriel Cepeda-Carrión, Anthony Wensley and Noelia Sánchez-Casado

The Service Industries Journal, 2013, vol. 33, issue 13-14, 1417-1434

Abstract: Electronic listening (eListening) is an innovation that potentially provides patients and other users with the right answer in the right place at the right time. Thus, eListening can potentially improve service flexibility, adaptability and quality. The main purpose of this paper is to investigate the extent to which new web-based service delivery channels, which we refer to as health-portals (he-portals), facilitate eListening in the Spanish public healthcare sector. In this paper, we investigate the relative importance and significance of hospital size and three different types of information and communications technologies (Internet, groupware and collective systems) on the use of eListening through an empirical investigation of 300 Spanish public he-portals. Our main conclusion is that the implementation of Internet systems alone does not guarantee the development of effective eListening. In addition, we demonstrate that hospital size does not affect the level of eListening achieved by hospitals.

Date: 2013
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Persistent link: https://EconPapers.repec.org/RePEc:taf:servic:v:33:y:2013:i:13-14:p:1417-1434

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DOI: 10.1080/02642069.2013.815730

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The Service Industries Journal is currently edited by Eileen Bridges, Professor Domingo Ribeiro, Ronald Goldsmith, Barry Howcroft and Youjae Yi

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