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首页> 外文期刊>International Journal of Services Technology and Management >Collaboration with users of innovative healthcare services - the role of service familiarity
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Collaboration with users of innovative healthcare services - the role of service familiarity

机译：与创新医疗服务用户的协作-服务熟悉度的作用

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Many innovative services in healthcare and beyond involve highly complex processes and substantial technical components, leading to information deficits among users with regard to usability and benefits. Since service familiarity is a key determinant for active collaboration with business and end users within service production and innovation processes, the management of information deficits is a critical success factor for service innovations.rnOn the basis of service and relationship marketing literature, the author investigated a sample of 349 patients and 81 physicians as users of a specific innovative healthcare service (telemonitoring), using multi-variate measurement models, partial least squares as a structural equation model as well as multi group comparisons in order to analyse differences between patients and physicians. The results underline the importance of informing the user about specific service characteristics. Remaining information deficits can be compensated for by quality surrogates like the provider's reputation. The customisation of services increases the user's motivation to be directly active. Reputation and customisation are similarly important for both patients and physicians.
机译：医疗保健及其他领域的许多创新服务涉及高度复杂的流程和大量技术组件，导致用户之间在可用性和收益方面的信息不足。由于服务的熟悉程度是在服务生产和创新过程中与业务和最终用户进行积极协作的关键因素，因此信息缺失的管理是服务创新成功的关键因素。rn在服务和关系营销文献的基础上，作者调查了使用多变量测量模型，偏最小二乘作为结构方程模型以及多组比较，对349位患者和81位医生作为特定创新医疗服务（远程监护）的用户进行了抽样，以分析患者和医生之间的差异。结果强调了告知用户特定服务特征的重要性。剩余的信息缺陷可以通过质量替代品（如提供商的声誉）来弥补。服务的定制增加了用户直接活跃的动机。信誉和自定义对患者和医生同样重要。

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