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首页> 外文会议>Academy of Innovation and Entrepreneurship 2008(创新与创业国际学术会议)论文集 >Online Health Communities:Implications for Service Innovation in Health Care Organizations
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Online Health Communities:Implications for Service Innovation in Health Care Organizations

机译：在线健康社区：对卫生保健组织服务创新的影响

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As the intensity of competition continues to increase in the health care industry, health-care organizations (HCO) have started seeking out innovative and cost-effective ways to better serve their patients and to establish stronger relationships with them. Some health care organizations have already realized the significance of online patient community as a form of service innovation, i. e. as a complementary health care resource to enhance the overall quality of health care services delivery. In this study, I propose and validate a model that examines how HCOs can utilize online customer communities as a knowledge management ( KM) and customer relationship management ( CRM) tool-and, thereby deliver an overall positive experience to patients as well as shape patients' attitudes towards the HCO and its services. I advance a new construct, online community experience (OCE) , to enhance our understanding of customers' interaction experience in such online communities. This study adopts a multi-disciplinary approach and draws on theories in knowledge management, customer relationship management, and communication to identify the critical antecedents of OCE. I present hypotheses that relate KM and CRM-based variables to the OCE construct as well as those that relate the OCE construct to customer attitudes and their overall well-being. Data collected from a health services center (CHESS) at UW-Madison is employed to validate the research model. The study findings are expected to hold important implications for service innovation in HCOs, particularly with regard to their KM practices and their CRM strategies.
机译：由于竞争的强度继续增加医疗保健行业，卫生保健组织（HCO）已经开始寻求创新和成本效益的方式来更好地为患者服务，并与他们建立更强大的关系。一些医疗组织已经意识到在线患者社区作为服务创新形式的重要性，我。 e。作为补充医疗保健资源，以提高卫生保健服务的整体质量。在本研究中，我提出并验证了一个模型，该模型研究了HCO如何利用在线客户社区作为知识管理（KM）和客户关系管理（CRM）工具 - 因此对患者以及形状患者提供整体积极体验'对HCO及其服务的态度。我推进了一个新的构建，在线社区经验（OCE），加强我们对这些在线社区客户的互动经验的理解。本研究采用多学科方法，并借鉴知识管理，客户关系管理和沟通的理论，以确定OCE的批判性前提。我呈现了基于KM和CRM的变量对OCE构建的假设，以及将OCE构建与客户态度相关的那些，以及他们的整体福祉。在UW-MEDISON收集的数据来自UW-MEDISON的卫生服务中心（国际象棋）验证了研究模式。预计研究结果将对HCO中的服务创新具有重要意义，特别是在KM实践和CRM策略方面。

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