{"id":"https://openalex.org/W4200108232","doi":"https://doi.org/10.1108/itp-04-2021-0290","title":"Understanding online review\u00a0behaviors of patients in\u00a0online health communities: an\u00a0expectation-disconfirmation perspective","display_name":"Understanding online review\u00a0behaviors of patients in\u00a0online health communities: an\u00a0expectation-disconfirmation perspective","publication_year":2021,"publication_date":"2021-12-02","ids":{"openalex":"https://openalex.org/W4200108232","doi":"https://doi.org/10.1108/itp-04-2021-0290"},"language":"en","primary_location":{"id":"doi:10.1108/itp-04-2021-0290","is_oa":false,"landing_page_url":"https://doi.org/10.1108/itp-04-2021-0290","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 & 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":"https://openalex.org/A5078367709","display_name":"Qin Chen","orcid":"https://orcid.org/0000-0002-4696-2577"},"institutions":[{"id":"https://openalex.org/I92403157","display_name":"University of Science and Technology Beijing","ror":"https://ror.org/02egmk993","country_code":"CN","type":"education","lineage":["https://openalex.org/I92403157"]}],"countries":["CN"],"is_corresponding":true,"raw_author_name":"Qin Chen","raw_affiliation_strings":["School of Economics and Management, University of Science and Technology Beijing, Beijing, China"],"raw_orcid":"https://orcid.org/0000-0002-4696-2577","affiliations":[{"raw_affiliation_string":"School of Economics and Management, University of Science and Technology Beijing, Beijing, China","institution_ids":["https://openalex.org/I92403157"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5068385270","display_name":"Jiahua Jin","orcid":"https://orcid.org/0000-0001-7463-3554"},"institutions":[{"id":"https://openalex.org/I92403157","display_name":"University of Science and Technology Beijing","ror":"https://ror.org/02egmk993","country_code":"CN","type":"education","lineage":["https://openalex.org/I92403157"]}],"countries":["CN"],"is_corresponding":false,"raw_author_name":"Jiahua Jin","raw_affiliation_strings":["School of Economics and Management, University of Science and Technology Beijing, Beijing, China"],"raw_orcid":"https://orcid.org/0000-0001-7463-3554","affiliations":[{"raw_affiliation_string":"School of Economics and Management, University of Science and Technology Beijing, Beijing, China","institution_ids":["https://openalex.org/I92403157"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5058377213","display_name":"Xiangbin Yan","orcid":"https://orcid.org/0000-0001-7442-1244"},"institutions":[{"id":"https://openalex.org/I92403157","display_name":"University of Science and Technology Beijing","ror":"https://ror.org/02egmk993","country_code":"CN","type":"education","lineage":["https://openalex.org/I92403157"]}],"countries":["CN"],"is_corresponding":false,"raw_author_name":"Xiangbin Yan","raw_affiliation_strings":["School of Economics and Management, University of Science and Technology Beijing, Beijing, China"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"School of Economics and Management, University of Science and Technology Beijing, Beijing, China","institution_ids":["https://openalex.org/I92403157"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":3,"corresponding_author_ids":["https://openalex.org/A5078367709"],"corresponding_institution_ids":["https://openalex.org/I92403157"],"apc_list":null,"apc_paid":null,"fwci":4.988,"has_fulltext":false,"cited_by_count":39,"citation_normalized_percentile":{"value":0.95388576,"is_in_top_1_percent":false,"is_in_top_10_percent":true},"cited_by_percentile_year":{"min":98,"max":100},"biblio":{"volume":"35","issue":"7","first_page":"2441","last_page":"2469"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9994999766349792,"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"}},"topics":[{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9994999766349792,"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"}},{"id":"https://openalex.org/T10609","display_name":"Digital Marketing and Social Media","score":0.9986000061035156,"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/T10068","display_name":"Technology Adoption and User Behaviour","score":0.9914000034332275,"subfield":{"id":"https://openalex.org/subfields/1802","display_name":"Information Systems and Management"},"field":{"id":"https://openalex.org/fields/18","display_name":"Decision Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/quality","display_name":"Quality (philosophy)","score":0.6598442792892456},{"id":"https://openalex.org/keywords/psychology","display_name":"Psychology","score":0.6317576169967651},{"id":"https://openalex.org/keywords/perception","display_name":"Perception","score":0.5038337111473083},{"id":"https://openalex.org/keywords/service-quality","display_name":"Service quality","score":0.5018529891967773},{"id":"https://openalex.org/keywords/outcome","display_name":"Outcome (game theory)","score":0.48056891560554504},{"id":"https://openalex.org/keywords/perspective","display_name":"Perspective (graphical)","score":0.4790560007095337},{"id":"https://openalex.org/keywords/applied-psychology","display_name":"Applied psychology","score":0.43272650241851807},{"id":"https://openalex.org/keywords/computer-assisted-web-interviewing","display_name":"Computer-assisted web interviewing","score":0.42808887362480164},{"id":"https://openalex.org/keywords/social-psychology","display_name":"Social psychology","score":0.4156225323677063},{"id":"https://openalex.org/keywords/service","display_name":"Service (business)","score":0.37965553998947144},{"id":"https://openalex.org/keywords/medicine","display_name":"Medicine","score":0.32310765981674194},{"id":"https://openalex.org/keywords/marketing","display_name":"Marketing","score":0.2453298270702362},{"id":"https://openalex.org/keywords/computer-science","display_name":"Computer science","score":0.15520060062408447},{"id":"https://openalex.org/keywords/business","display_name":"Business","score":0.10442337393760681}],"concepts":[{"id":"https://openalex.org/C2779530757","wikidata":"https://www.wikidata.org/wiki/Q1207505","display_name":"Quality (philosophy)","level":2,"score":0.6598442792892456},{"id":"https://openalex.org/C15744967","wikidata":"https://www.wikidata.org/wiki/Q9418","display_name":"Psychology","level":0,"score":0.6317576169967651},{"id":"https://openalex.org/C26760741","wikidata":"https://www.wikidata.org/wiki/Q160402","display_name":"Perception","level":2,"score":0.5038337111473083},{"id":"https://openalex.org/C140781008","wikidata":"https://www.wikidata.org/wiki/Q1221081","display_name":"Service quality","level":3,"score":0.5018529891967773},{"id":"https://openalex.org/C148220186","wikidata":"https://www.wikidata.org/wiki/Q7111912","display_name":"Outcome (game theory)","level":2,"score":0.48056891560554504},{"id":"https://openalex.org/C12713177","wikidata":"https://www.wikidata.org/wiki/Q1900281","display_name":"Perspective (graphical)","level":2,"score":0.4790560007095337},{"id":"https://openalex.org/C75630572","wikidata":"https://www.wikidata.org/wiki/Q538904","display_name":"Applied psychology","level":1,"score":0.43272650241851807},{"id":"https://openalex.org/C65067816","wikidata":"https://www.wikidata.org/wiki/Q2295139","display_name":"Computer-assisted web interviewing","level":2,"score":0.42808887362480164},{"id":"https://openalex.org/C77805123","wikidata":"https://www.wikidata.org/wiki/Q161272","display_name":"Social psychology","level":1,"score":0.4156225323677063},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.37965553998947144},{"id":"https://openalex.org/C71924100","wikidata":"https://www.wikidata.org/wiki/Q11190","display_name":"Medicine","level":0,"score":0.32310765981674194},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.2453298270702362},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.15520060062408447},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.10442337393760681},{"id":"https://openalex.org/C111472728","wikidata":"https://www.wikidata.org/wiki/Q9471","display_name":"Epistemology","level":1,"score":0.0},{"id":"https://openalex.org/C169760540","wikidata":"https://www.wikidata.org/wiki/Q207011","display_name":"Neuroscience","level":1,"score":0.0},{"id":"https://openalex.org/C33923547","wikidata":"https://www.wikidata.org/wiki/Q395","display_name":"Mathematics","level":0,"score":0.0},{"id":"https://openalex.org/C154945302","wikidata":"https://www.wikidata.org/wiki/Q11660","display_name":"Artificial intelligence","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/C144237770","wikidata":"https://www.wikidata.org/wiki/Q747534","display_name":"Mathematical economics","level":1,"score":0.0}],"mesh":[],"locations_count":1,"locations":[{"id":"doi:10.1108/itp-04-2021-0290","is_oa":false,"landing_page_url":"https://doi.org/10.1108/itp-04-2021-0290","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 & People","raw_type":"journal-article"}],"best_oa_location":null,"sustainable_development_goals":[{"score":0.6700000166893005,"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":62,"referenced_works":["https://openalex.org/W856962312","https://openalex.org/W1078092173","https://openalex.org/W1512083515","https://openalex.org/W1549078745","https://openalex.org/W1689771227","https://openalex.org/W1972467724","https://openalex.org/W1983225075","https://openalex.org/W1983364918","https://openalex.org/W2007897826","https://openalex.org/W2029522813","https://openalex.org/W2036862235","https://openalex.org/W2041360546","https://openalex.org/W2044739061","https://openalex.org/W2078831478","https://openalex.org/W2094013842","https://openalex.org/W2102847240","https://openalex.org/W2119453837","https://openalex.org/W2126929584","https://openalex.org/W2178002576","https://openalex.org/W2205389775","https://openalex.org/W2278526461","https://openalex.org/W2295403128","https://openalex.org/W2300796873","https://openalex.org/W2322233365","https://openalex.org/W2465157137","https://openalex.org/W2512602931","https://openalex.org/W2551379735","https://openalex.org/W2597696183","https://openalex.org/W2602562130","https://openalex.org/W2615324008","https://openalex.org/W2623927652","https://openalex.org/W2801315249","https://openalex.org/W2801566476","https://openalex.org/W2810316458","https://openalex.org/W2901777270","https://openalex.org/W2914450565","https://openalex.org/W2919631250","https://openalex.org/W2926638884","https://openalex.org/W2949445579","https://openalex.org/W2963816815","https://openalex.org/W2963989823","https://openalex.org/W2974608029","https://openalex.org/W2976292011","https://openalex.org/W2982130170","https://openalex.org/W2985063014","https://openalex.org/W3000555698","https://openalex.org/W3018419633","https://openalex.org/W3037303678","https://openalex.org/W3039501370","https://openalex.org/W3048896860","https://openalex.org/W3049166226","https://openalex.org/W3088083595","https://openalex.org/W3094351852","https://openalex.org/W3101929218","https://openalex.org/W3106621035","https://openalex.org/W3123195011","https://openalex.org/W3124524575","https://openalex.org/W3124901404","https://openalex.org/W3125189097","https://openalex.org/W4240969601","https://openalex.org/W4247788767","https://openalex.org/W4251859756"],"related_works":["https://openalex.org/W2978999882","https://openalex.org/W2153369162","https://openalex.org/W2181392282","https://openalex.org/W2119369480","https://openalex.org/W3141031773","https://openalex.org/W1595686156","https://openalex.org/W148937441","https://openalex.org/W4367046737","https://openalex.org/W190901343","https://openalex.org/W1989102411"],"abstract_inverted_index":{"Purpose":[0],"Although":[1],"online":[2,7,25,43,230,242],"health":[3,14,20],"communities":[4],"(OHCs)":[5],"and":[6,17,52,77,81,86,94,113,120,132,146,167,215,233,236,244,261],"patient":[8],"reviews":[9,26,194,243],"can":[10],"help":[11],"to":[12,37,66,227,238],"eliminate":[13],"information":[15],"asymmetry":[16],"improve":[18],"patients'":[19,42,91,139,189,229],"management,":[21],"how":[22],"patients":[23],"write":[24],"within":[27],"OHCs":[28],"is":[29,34,157,195,201,210,224],"poorly":[30],"understood.":[31],"Thus,":[32],"it":[33],"very":[35],"necessary":[36],"determine":[38],"the":[39,49,68,100,185,225,239,249],"factors":[40],"influencing":[41],"review":[44,231],"behavior":[45,232],"in":[46,143,191],"OHCs,":[47],"including":[48],"emotional":[50,92,141],"response":[51,93],"reviewing":[53,95,168,178],"effort.":[54,96,169],"Design/methodology/approach":[55],"Based":[56],"on":[57,90,138,241],"expectation-disconfirmation":[58],"theory,":[59],"this":[60,252],"study":[61,223,253],"proposes":[62],"a":[63,109,135,204],"theoretical":[64],"model":[65,102],"analyze":[67],"effects":[69],"of":[70,152,251],"service":[71,129,163,174,181,245,259],"quality":[72,76,79,85,88,130,164,175,182,200,209,214,217],"perception":[73,131],"(i.e.":[74,83],"outcome":[75,84,199,213],"process":[78,87,153,208,216],"perceptions)":[80],"disconfirmation":[82,133,166,183],"disconfirmations)":[89],"The":[97],"authors":[98],"test":[99],"research":[101],"by":[103],"using":[104],"empirical":[105],"data":[106],"collected":[107],"from":[108],"popular":[110],"Chinese":[111],"OHC":[112,262],"applying":[114],"ordinary":[115],"least":[116],"squares":[117],"(OLS)":[118],"regression":[119,125],"zero-truncated":[121],"negative":[122],"binomial":[123],"(ZTNB)":[124],"models.":[126],"Findings":[127],"Both":[128],"have":[134,176,254],"positive":[136,140],"effect":[137],"intensity":[142],"textual":[144,193],"reviews,":[145],"disease":[147],"severity":[148],"enhances":[149],"these":[150],"relationships":[151],"quality.":[154,246],"Moreover,":[155],"there":[156],"an":[158],"asymmetric":[159],"U-shaped":[160],"relationship":[161],"among":[162],"perception,":[165],"Patients":[170],"who":[171],"perceive":[172],"low":[173],"higher":[177],"effort,":[179],"while":[180],"has":[184],"opposite":[186],"relationship.":[187],"Specifically,":[188],"effort":[190],"writing":[192],"lowest":[196],"when":[197],"perceived":[198,207],"3.5":[202],"(on":[203],"five-point":[205],"scale),":[206],"4":[211],"or":[212],"disconfirmations":[218],"are":[219],"\u22121.":[220],"Originality/value":[221],"This":[222],"first":[226],"examine":[228],"its":[234],"motivations":[235],"contributes":[237],"literature":[240],"In":[247],"addition,":[248],"findings":[250],"important":[255],"management":[256],"implications":[257],"for":[258],"providers":[260],"managers.":[263]},"counts_by_year":[{"year":2026,"cited_by_count":4},{"year":2025,"cited_by_count":11},{"year":2024,"cited_by_count":12},{"year":2023,"cited_by_count":6},{"year":2022,"cited_by_count":6}],"updated_date":"2025-11-06T03:46:38.306776","created_date":"2025-10-10T00:00:00"}