| The rapid development of mobile technology and the widespread popularity of smart phones have promoted the rapid development of mobile health(mhealth)services around the world.Mhealth has changed the delivery of traditional medical services.By breaking the spatial and temporal limitations,mhealth has improved the coverage and service quality of medical services,and enabled users to get medical information anytime and anywhere.As the entrance of healthcare service for patients,mobile consultation connects offline doctors and patients,and has a considerable number of active users and a mature service process and technology platform.However,there are still some serious problems,such as tense doctor-patient relationship,poor service evaluation in mobile consultation.Improving users' service evaluation in mobile consultation is an important challenge for industry practitioners and industry development.Exploring the influencing factors of service evaluation in mobile consultation has also become a critical research topic.Therefore,this study explores the influence mechanism of service evaluation in mobile consultation from the perspective of doctor-patient interaction,with a view to making theoretical contributions to service evaluation in the mhealth context and providing practical guidance for improving the service quality of mobile consultation.This study takes doctor-patient interaction,computer-mediated communication,media synchronization theory and two-factor theory as the theoretical basis.Use objective doctor-patient interaction records on Chunyu Doctor,a leading mobile consultation application in China,as the data basis,this research carries out three specific research contents.Research 1 focuses on the negative service evaluation in mobile consultation,and explores the formation mechanism of poor doctor-patient relationship in mobile consultation from the perspective of both doctors and patients.This study adopts qualitative method to identify 10 kinds of doctors' representative interaction behaviors that lead to patients'dissatisfaction and 6 kinds of patients' representative interaction behaviors that lead to doctors' dissatisfaction in mobile consultation.In addition,this study draws on the literature on computer-mediated communication to identify potential associations between the characteristics of computer-mediated communication and undesirable interaction behaviors.This study proposes that improper doctor-patient interaction is the direct cause of the poor doctor-patient relationship in mobile consultation,while the limitation of computer-mediated communication is the deep cause of the poor doctor-patient relationship.Research 2 explores the impact of doctor-patient interaction on patients' satisfaction in mobile consultation with taking the features of mhealth services into consideration.Resorting to literature on doctor-patient interaction and media synchronization theory,this study identifies the common interactive factors in offline,online and mobile consultation,as well as the unique interactive factors in mobile consultation.Then,this study establishes a theoretical model to explore the impact of the two kinds of interactive factors on patients' satisfaction.In this study,regression analysis is adopted to verify the research hypothesis,and the results show that doctors' informational support,emotional support,response speed and voice service all positively affect patients' satisfaction.In addition,doctors'response speed will enhance the positive effects of informational support and emotional support,while the voice service will weaken the positive impact of informational support.Research 3 investigates the effect of doctors' social support on patients' satisfaction and patients' gratitude in mobile consultation.This study distinguishes patients' satisfaction from patients' gratitude in mobile consultation,and confirms that patients' gratitude represents more positive service evaluation than patients' satisfaction based on sentiment analysis.Drawing on the two-factor theory,this study investigates the discrepant effects of doctors' informational support and emotional support on patients'satisfaction and patients' gratitude.In this study,regression analysis is adopted to verify the research hypothesis.The results show that the informational support act as the hygiene factor in service evaluation,and has a more positive impact on patients' satisfaction than emotional support.On the basis of patients' satisfaction,emotional support,as the motivation factor in service evaluation,is more effective in stimulating patients'gratitude than informational support.In addition,doctors' professional seniority and patients' disease severity positively and negatively moderate the relationship between emotional support and patients' gratitude,respectively.As for the theoretical contribution,this study provides a complete theoretical framework for the influencing mechanism of service evaluation in the mhealth context by focusing on the doctor's perspective,negative service evaluation and patient gratitude,recognizing the disparate roles of informational and emotional support and proposing measurements of doctors' social support based on text classification and text pattern recognition,which enriches relevant literature in multiple fields such as mhealth,healthcare service evaluation,doctor-patient interaction,doctor-patient relationship and so on.As for the practical contribution,the conclusions of this research contribute to promoting the development of mhealth industry and guarantee the positive role of mhealth in satisfying patients' medical needs.Specifically,the conclusions are conducive to improving the design of mobile consultation platform,guiding the strategies of doctor-patient interaction in mobile consultation,and formulating service standard and service requirements. |
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