Assessing the Performance of e-Health Service

Abstract

This study aims to develop an evaluation criteria that considers both service providers' and patients' value perspectives in assessing e-Health service performance. The research framework extends the service-profit chain by integrating service triangle concept, emphasizing the relationships among three stakeholders: the firm, the customers, and the employees. Therefore, this study expects to contribute the literature by providing an e-Health service performance assessment framework, which systematically develops a scale to evaluate e-Health service quality that concerns value perspectives of multiple stakeholders and their interactions.