{"id":"https://openalex.org/W3039501370","doi":"https://doi.org/10.1108/itp-01-2019-0039","title":"Physician-user interaction and users' perceived service quality: evidence from Chinese mobile healthcare consultation","display_name":"Physician-user interaction and users' perceived service quality: evidence from Chinese mobile healthcare consultation","publication_year":2020,"publication_date":"2020-06-30","ids":{"openalex":"https://openalex.org/W3039501370","doi":"https://doi.org/10.1108/itp-01-2019-0039","mag":"3039501370"},"language":"en","primary_location":{"id":"doi:10.1108/itp-01-2019-0039","is_oa":false,"landing_page_url":"https://doi.org/10.1108/itp-01-2019-0039","pdf_url":null,"source":{"id":"https://openalex.org/S185256354","display_name":"Information Technology and People","issn_l":"0959-3845","issn":["0959-3845","1758-5813"],"is_oa":false,"is_in_doaj":false,"is_core":true,"host_organization":"https://openalex.org/P4310319811","host_organization_name":"Emerald Publishing Limited","host_organization_lineage":["https://openalex.org/P4310319811"],"host_organization_lineage_names":["Emerald Publishing Limited"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Information Technology &amp; People","raw_type":"journal-article"},"type":"article","indexed_in":["crossref"],"open_access":{"is_oa":false,"oa_status":"closed","oa_url":null,"any_repository_has_fulltext":false},"authorships":[{"author_position":"first","author":{"id":null,"display_name":"Hongying Tan","orcid":null},"institutions":[{"id":"https://openalex.org/I139759216","display_name":"Beijing University of Posts and Telecommunications","ror":"https://ror.org/04w9fbh59","country_code":"CN","type":"education","lineage":["https://openalex.org/I139759216"]}],"countries":["CN"],"is_corresponding":false,"raw_author_name":"Hongying Tan","raw_affiliation_strings":["School of Economics and Management, Beijing University of Posts and Telecommunications, Beijing, China"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"School of Economics and Management, Beijing University of Posts and Telecommunications, Beijing, China","institution_ids":["https://openalex.org/I139759216"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5063249479","display_name":"Mengling Yan","orcid":"https://orcid.org/0000-0001-7441-9152"},"institutions":[{"id":"https://openalex.org/I139759216","display_name":"Beijing University of Posts and Telecommunications","ror":"https://ror.org/04w9fbh59","country_code":"CN","type":"education","lineage":["https://openalex.org/I139759216"]}],"countries":["CN"],"is_corresponding":false,"raw_author_name":"Mengling Yan","raw_affiliation_strings":["School of Economics and Management, Beijing University of Posts and Telecommunications, Beijing, China"],"raw_orcid":"https://orcid.org/0000-0001-7441-9152","affiliations":[{"raw_affiliation_string":"School of Economics and Management, Beijing University of Posts and Telecommunications, Beijing, China","institution_ids":["https://openalex.org/I139759216"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":1,"corresponding_author_ids":[],"corresponding_institution_ids":["https://openalex.org/I139759216"],"apc_list":null,"apc_paid":null,"fwci":9.92,"has_fulltext":false,"cited_by_count":60,"citation_normalized_percentile":{"value":0.98006855,"is_in_top_1_percent":false,"is_in_top_10_percent":true},"cited_by_percentile_year":{"min":95,"max":100},"biblio":{"volume":"33","issue":"5","first_page":"1403","last_page":"1426"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10609","display_name":"Digital Marketing and Social Media","score":0.9944000244140625,"subfield":{"id":"https://openalex.org/subfields/3312","display_name":"Sociology and Political Science"},"field":{"id":"https://openalex.org/fields/33","display_name":"Social Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},"topics":[{"id":"https://openalex.org/T10609","display_name":"Digital Marketing and Social Media","score":0.9944000244140625,"subfield":{"id":"https://openalex.org/subfields/3312","display_name":"Sociology and Political Science"},"field":{"id":"https://openalex.org/fields/33","display_name":"Social Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T12028","display_name":"Knowledge Management and Sharing","score":0.9921000003814697,"subfield":{"id":"https://openalex.org/subfields/3315","display_name":"Communication"},"field":{"id":"https://openalex.org/fields/33","display_name":"Social Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9843000173568726,"subfield":{"id":"https://openalex.org/subfields/1407","display_name":"Organizational Behavior and Human Resource Management"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/context","display_name":"Context (archaeology)","score":0.6793980598449707},{"id":"https://openalex.org/keywords/service","display_name":"Service (business)","score":0.514253556728363},{"id":"https://openalex.org/keywords/computer-science","display_name":"Computer science","score":0.4868306517601013},{"id":"https://openalex.org/keywords/quality","display_name":"Quality (philosophy)","score":0.45816686749458313},{"id":"https://openalex.org/keywords/health-care","display_name":"Health care","score":0.42151832580566406},{"id":"https://openalex.org/keywords/psychology","display_name":"Psychology","score":0.3789597153663635},{"id":"https://openalex.org/keywords/internet-privacy","display_name":"Internet privacy","score":0.3451848030090332}],"concepts":[{"id":"https://openalex.org/C2779343474","wikidata":"https://www.wikidata.org/wiki/Q3109175","display_name":"Context (archaeology)","level":2,"score":0.6793980598449707},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.514253556728363},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.4868306517601013},{"id":"https://openalex.org/C2779530757","wikidata":"https://www.wikidata.org/wiki/Q1207505","display_name":"Quality (philosophy)","level":2,"score":0.45816686749458313},{"id":"https://openalex.org/C160735492","wikidata":"https://www.wikidata.org/wiki/Q31207","display_name":"Health care","level":2,"score":0.42151832580566406},{"id":"https://openalex.org/C15744967","wikidata":"https://www.wikidata.org/wiki/Q9418","display_name":"Psychology","level":0,"score":0.3789597153663635},{"id":"https://openalex.org/C108827166","wikidata":"https://www.wikidata.org/wiki/Q175975","display_name":"Internet privacy","level":1,"score":0.3451848030090332},{"id":"https://openalex.org/C111472728","wikidata":"https://www.wikidata.org/wiki/Q9471","display_name":"Epistemology","level":1,"score":0.0},{"id":"https://openalex.org/C162324750","wikidata":"https://www.wikidata.org/wiki/Q8134","display_name":"Economics","level":0,"score":0.0},{"id":"https://openalex.org/C136264566","wikidata":"https://www.wikidata.org/wiki/Q159810","display_name":"Economy","level":1,"score":0.0},{"id":"https://openalex.org/C151730666","wikidata":"https://www.wikidata.org/wiki/Q7205","display_name":"Paleontology","level":1,"score":0.0},{"id":"https://openalex.org/C138885662","wikidata":"https://www.wikidata.org/wiki/Q5891","display_name":"Philosophy","level":0,"score":0.0},{"id":"https://openalex.org/C50522688","wikidata":"https://www.wikidata.org/wiki/Q189833","display_name":"Economic growth","level":1,"score":0.0},{"id":"https://openalex.org/C86803240","wikidata":"https://www.wikidata.org/wiki/Q420","display_name":"Biology","level":0,"score":0.0}],"mesh":[],"locations_count":1,"locations":[{"id":"doi:10.1108/itp-01-2019-0039","is_oa":false,"landing_page_url":"https://doi.org/10.1108/itp-01-2019-0039","pdf_url":null,"source":{"id":"https://openalex.org/S185256354","display_name":"Information Technology and People","issn_l":"0959-3845","issn":["0959-3845","1758-5813"],"is_oa":false,"is_in_doaj":false,"is_core":true,"host_organization":"https://openalex.org/P4310319811","host_organization_name":"Emerald Publishing Limited","host_organization_lineage":["https://openalex.org/P4310319811"],"host_organization_lineage_names":["Emerald Publishing Limited"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Information Technology &amp; People","raw_type":"journal-article"}],"best_oa_location":null,"sustainable_development_goals":[{"score":0.6299999952316284,"id":"https://metadata.un.org/sdg/4","display_name":"Quality Education"}],"awards":[],"funders":[],"has_content":{"pdf":false,"grobid_xml":false},"content_urls":null,"referenced_works_count":67,"referenced_works":["https://openalex.org/W14154947","https://openalex.org/W856962312","https://openalex.org/W947581080","https://openalex.org/W1512083515","https://openalex.org/W1533149897","https://openalex.org/W1584582210","https://openalex.org/W1588289570","https://openalex.org/W1596186348","https://openalex.org/W1774440032","https://openalex.org/W1910433866","https://openalex.org/W1967359323","https://openalex.org/W1971633378","https://openalex.org/W1992277672","https://openalex.org/W1992942093","https://openalex.org/W1999434819","https://openalex.org/W2007705466","https://openalex.org/W2013237365","https://openalex.org/W2014179994","https://openalex.org/W2014440737","https://openalex.org/W2019438374","https://openalex.org/W2026368098","https://openalex.org/W2031151325","https://openalex.org/W2065234628","https://openalex.org/W2067340884","https://openalex.org/W2070899533","https://openalex.org/W2073889376","https://openalex.org/W2088397756","https://openalex.org/W2109289673","https://openalex.org/W2114772011","https://openalex.org/W2115002915","https://openalex.org/W2119453837","https://openalex.org/W2124073865","https://openalex.org/W2126035714","https://openalex.org/W2134355148","https://openalex.org/W2135173663","https://openalex.org/W2135547979","https://openalex.org/W2139115720","https://openalex.org/W2143607388","https://openalex.org/W2153769200","https://openalex.org/W2154952517","https://openalex.org/W2156170740","https://openalex.org/W2171235727","https://openalex.org/W2294434433","https://openalex.org/W2341482796","https://openalex.org/W2360467173","https://openalex.org/W2370336089","https://openalex.org/W2410809558","https://openalex.org/W2519342237","https://openalex.org/W2536943702","https://openalex.org/W2539300584","https://openalex.org/W2555816110","https://openalex.org/W2576297379","https://openalex.org/W2583315066","https://openalex.org/W2768829674","https://openalex.org/W2783127432","https://openalex.org/W2785126133","https://openalex.org/W2786591896","https://openalex.org/W2791250464","https://openalex.org/W2802276943","https://openalex.org/W2807953275","https://openalex.org/W2898310854","https://openalex.org/W2901777270","https://openalex.org/W2921115778","https://openalex.org/W2984014505","https://openalex.org/W3123897291","https://openalex.org/W3166650055","https://openalex.org/W4240969601"],"related_works":["https://openalex.org/W2231847643","https://openalex.org/W2384667405","https://openalex.org/W2373216116","https://openalex.org/W2513267613","https://openalex.org/W2362665430","https://openalex.org/W2735714078","https://openalex.org/W3123396266","https://openalex.org/W2562923059","https://openalex.org/W4206453769","https://openalex.org/W4323667137"],"abstract_inverted_index":{"Purpose":[0],"The":[1],"significance":[2],"of":[3,26,97,163,216],"physician-user":[4,27,44,218],"interaction":[5,28,45,92,214],"has":[6],"been":[7,20],"widely":[8],"acknowledged":[9],"in":[10,35,79,103,197,205],"offline":[11],"and":[12,46,65,72,87,90,115,125,142,166,209,213,231],"online":[13,64,240],"healthcare":[14],"consultation.":[15,105],"However,":[16],"limited":[17],"attempts":[18],"have":[19,148],"made":[21],"to":[22,129,147,191,235],"explore":[23],"the":[24,36,41,57,62,75,80,91,94,131,160,177,192,206,211],"influence":[25],"on":[29,40,43,152,169,184,243],"users'":[30,101,153,170,185,195],"perceived":[31],"service":[32,144,175],"quality":[33],"(PSQ)":[34],"mobile":[37,66,81,104,122,198,207],"context.":[38],"Based":[39],"literature":[42],"media":[47],"synchronicity":[48],"theory,":[49],"this":[50,222],"study":[51,108,189,223],"proposes":[52],"a":[53,119],"theoretical":[54,133],"model":[55],"where":[56],"interactive":[58,76,98,203,219],"factors":[59,77,99,204],"common":[60],"across":[61],"offline,":[63],"context,":[67,82,208],"i.e.":[68,83],"physicians'":[69,84,156,164,173,181,239],"informational":[70,165,182],"support":[71,168,183],"emotional":[73,138,167],"support,":[74,139],"unique":[78,202],"response":[85,140,157],"speed":[86,141,158],"voice":[88,143,174],"service,":[89],"between":[93,112,180],"two":[95],"categories":[96],"predict":[100],"PSQ":[102,196],"Design/methodology/approach":[106],"This":[107,188],"collects":[109],"consultation":[110,123,199],"records":[111],"25,225":[113],"users":[114],"738":[116],"physicians":[117],"from":[118],"leading":[120],"Chinese":[121],"application,":[124],"employs":[126,224],"linear":[127],"regression":[128],"verify":[130],"proposed":[132],"model.":[134],"Findings":[135],"Physicians'":[136],"informational,":[137],"are":[145],"found":[146],"significant":[149],"positive":[150,161,178],"impacts":[151,162],"PSQ.":[154,186],"Besides,":[155,221],"strengthens":[159],"PSQ,":[171],"while":[172],"weakens":[176],"link":[179],"Originality/value":[187],"contributes":[190],"antecedents":[193],"for":[194],"by":[200],"identifying":[201],"highlighting":[210],"individual":[212],"effects":[215],"different":[217],"factors.":[220],"novel":[225],"methods,":[226],"which":[227],"leverages":[228],"text":[229,232],"classification":[230],"pattern":[233],"recognition":[234],"more":[236],"accurately":[237],"depict":[238],"behaviors":[241],"based":[242],"objective":[244],"communication":[245],"records.":[246]},"counts_by_year":[{"year":2026,"cited_by_count":4},{"year":2025,"cited_by_count":15},{"year":2024,"cited_by_count":14},{"year":2023,"cited_by_count":13},{"year":2022,"cited_by_count":11},{"year":2021,"cited_by_count":3}],"updated_date":"2026-06-26T08:34:08.712188","created_date":"2025-10-10T00:00:00"}
