PACIS 2022 Proceedings

Paper Number

1175

Abstract

Internet hospital has brought significant improvement for healthcare delivery and blurred the boundaries between online and offline channels. However, offline-to-online process, which restricts online service quality and development of Internet hospitals, is still unclear. Drawing on the information integration and service quality theories, we conceptualize the mechanism by which offline activities influence online activities as a pathway from offline visits, patient online engagement to physician online service. We test hypotheses by obtaining observational data from an Internet hospital in China. We find that offline visit experience has heterogeneous effects on patient’s online information provision, and patient’s online information provision positively influences physicians’ online service quality, while negatively influences online service efficiency. Moreover, online information provision mediates the relationship between offline visit experience and online service quality. Our findings inform managers and practitioners of feasible avenues for enhancing patient online engagement and improving service quality in online platforms.

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