COVID-19大流行期间医疗保健远程会诊管理:感知正义对满意度和口碑的影响

IF 1.3 Q4 MANAGEMENT
Patricia Baudier, G. Kondrateva, Chantal Ammi, Tony de Vassoigne
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引用次数: 0

摘要

随着新冠肺炎大流行期间对行动的限制,对医生和许多医疗保健基础设施的要求越来越高,世界各地出现了大量的健康远程咨询平台。本文的目的是更好地了解患者对远程咨询平台的接受程度。为此,在法国疫情期间(2020年7月9日至10月29日),使用远程咨询平台对1273名患者进行了调查。该问卷调动了现有的量表来衡量满意度、感知到的正义,最后,通过口碑传播的意图。数据采用偏最小二乘法进行分析。研究证实了分配、信息和程序公正对满意度的影响,以及分配和信息公正对口碑的影响。研究结果强调了满意度对口碑的影响。结果发现满意度对口碑的中介作用以及性别、年龄和长期使用的调节作用。这项研究有助于新冠肺炎的理论和实践研究,并可供医疗保健专业人员用于开发远程咨询服务,这是在大流行期间支持互动和满足患者治疗需求的手段之一。
本文章由计算机程序翻译,如有差异,请以英文原文为准。
Teleconsultation management in healthcare during the COVID-19 pandemic: The impact of Perceived Justice on satisfaction and Word-Of-Mouth
Following the restrictions on movement imposed during the COVID-19 pandemic, the greater demands placed on physicians and many healthcare infrastructures, a large number of health teleconsultation platforms have emerged around the world. The aim of this paper is to obtain a better understanding of the acceptance of teleconsultation platforms by patients. To this end, a survey of 1273 patients was carried out using a teleconsultation platform during the pandemic period in France (from 9 July to 29 October 2020). The questionnaire mobilized existing scales to measure Satisfaction, Perceived Justice and, finally, the intention to disseminate by Word-Of-Mouth (WOM). Data were analysed using a Partial Least Squares approach. The study confirms the impact of Distributive, Informational and Procedural Justice on Satisfaction and the impact of Distributive and Informational Justice on WOM. The findings emphasize the influence of Satisfaction on WOM. The results detect a mediating effect of Satisfaction on WOM and moderating effects of gender, age and long-standing use. This research contributes to both theoretical and practical COVID-19 research and may be used by healthcare professionals to develop teleconsultation services, one of the means of supporting interaction and satisfying patients’ treatment requirements during the pandemic.
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来源期刊
CiteScore
2.60
自引率
33.30%
发文量
18
期刊介绍: Journal of General Management is quarterly peer reviewed journal, with a mission to provide thought leadership by publishing articles on managerial practices with organisation-wide or cross-functional implications. We seek original theoretical and practical insights into general management in all types of organisations.
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