负面在线评论和医生的反应对健康消费者的选择的影响:实验研究
Xi Han1, Yongxi Lin1, Wenting Han2
1School of Business Administration, Guangdong University of Finance & Economics, Guangzhou, China.
Journal of medical Internet research
|March 12, 2024
概括
负面评论的特征,如比例和索赔类型,显著影响在线医生选择,医生的反应减轻了这些影响. 了解这些因素对于医疗保健提供者和平台至关重要.
科学领域:
- 数字健康数字健康
- 消费者心理学 消费者心理学
- 医疗保健管理的管理
背景情况:
- 随着COVID-19的流行,在线医疗服务的普及加速了.
- 虽然研究了数值评分,但负面评价对医生选择的影响仍未得到充分研究.
- 医生特别关注负面反如何影响患者的决策.
研究的目的:
- 检查负面评价特征 (比例,索赔类型,医生响应) 如何影响消费者对总体评分高的医生的评价.
- 了解医生和审查员在这个评估过程中的调解角色.
主要方法:
- 采用了2x2x2之间的实验设计.
- 参与者根据不同的文本负面评论特征评估医生.
- 数据分析包括t测试和部分最小平方结构方程建模 (PLS-SEM).
主要成果:
- 负面评论显著降低了医生选择意图.
- 审查比例和索赔类型比医生的反应有更强大的影响.
- 事实上的负面评论和高比例的负面反特别有害.
- 医生和评论员的归因调解了评论特征对消费者选择的影响.
- 医生回复调节了审查比例和索赔类型对归因的影响.
结论:
- 负面评价特征和医生的反应通过归因过程批判性地塑造了消费者选择.
- 医生归因比审查员归因发挥更重要的作用.
- 医生回应可以减轻在线评论的负面影响.
- 这些发现对医生,医疗保健提供者和在线平台具有实际意义.
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