An application of health-portals to improve electronic listening

Journal ar
Service Industries Journal
  • Volumen: 33
  • Número: 13-14
  • Fecha: 01 octubre 2013
  • Páginas: 1417-1434
  • ISSN: 02642069 17439507
  • Tipo de fuente: Revista
  • DOI: 10.1080/02642069.2013.815730
  • Tipo de documento: Artículo
Electronic listening (eListening) is an innovation that potentially provides patients and other users with the right answer in the right place at the right time. Thus, eListening can potentially improve service flexibility, adaptability and quality. The main purpose of this paper is to investigate the extent to which new web-based service delivery channels, which we refer to as health-portals (he-portals), facilitate eListening in the Spanish public healthcare sector. In this paper, we investigate the relative importance and significance of hospital size and three different types of information and communications technologies (Internet, groupware and collective systems) on the use of eListening through an empirical investigation of 300 Spanish public he-portals. Our main conclusion is that the implementation of Internet systems alone does not guarantee the development of effective eListening. In addition, we demonstrate that hospital size does not affect the level of eListening achieved by hospitals. © 2013 Taylor & Francis.

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