移动应用程序(Apps)作为服务提供商的角色

IF 8.6 2区 管理学 Q1 BUSINESS
Chiara Orsingher, Janet R. McColl-Kennedy, Mohamed Zaki, Teegan Green, Marlien Varnfield, Jane Li, Kaley Butten, Jason Titman, David Hansen
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引用次数: 0

摘要

作者以医疗保健服务为背景,从三个重要方面为服务体验理论和实践做出了贡献。首先,通过对患者和医疗服务提供者(临床医生和专业人士)的定性访谈,作者以实证研究表明,数字技术(移动应用--"应用程序 "及其配套门户网站)可以在医疗服务体验中扮演服务提供者的角色,并确定了六个关键角色。其次,作者说明了作为服务提供者的应用程序如何潜在地改变医疗保健体验,影响服务生态系统中其他参与者的角色和互动形式。第三,作者对角色和关键功能进行了分类,强调了应用程序和门户网站对医疗体验的互动和影响。本文以制度逻辑和角色理论为基础,旨在为服务提供者的角色提供新的见解,而不仅仅局限于人类的角色。我们的目标是表明,应用程序可以承担一系列角色,丰富互动内容,并有可能提升医疗保健体验。首先,作者提供的证据表明,应用程序可以扮演连接者、协调者、顾问、推动者、指导者和监督者的角色,对服务生态系统中其他人的角色和医疗保健体验产生影响。然后,作者提出了一些指导原则,以帮助机构设计使用应用程序作为服务提供者的服务,同时还提出了指导未来研究的议程。
本文章由计算机程序翻译,如有差异,请以英文原文为准。
Mobile applications (apps) as service provider actors

Contextualized in health care service, the authors contribute to service experience theory and practice in three important ways. First, by means of qualitative interviews with patients and health care providers (clinicians and professionals), the authors empirically show that digital technology (mobile application—“app” with its companion portal) can perform the roles of a service provider in health care experiences, identifying six key roles. Second, the authors illustrate how apps, as service providers, can potentially transform the health care experience, influencing the roles and forms of interactions with other actors in the service ecosystem. Third, a typology of roles and key functions highlighting interactions and impact of the app and portal on the health care experience is developed. Drawing on institutional logics and role theory, this article aims to provide new insights into service provider roles that are not confined solely to humans. Our goal is to show that apps can undertake a range of roles to enrich interactions and potentially enhance the health care experience. First, the authors provide evidence that an app can perform the roles of connector, coordinator, counselor, enabler, instructor, and watchperson, impacting on the roles of others in the service ecosystem and the health care experience. Then, guidelines to assist organizations in designing a service using an app as a service provider are offered, together with an agenda to guide future research.

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来源期刊
CiteScore
13.60
自引率
23.20%
发文量
119
期刊介绍: The International Journal of Consumer Studies is a scholarly platform for consumer research, welcoming academic and research papers across all realms of consumer studies. Our publication showcases articles of global interest, presenting cutting-edge research from around the world.
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