{"title":"The impact of connected health technologies on the quality of service delivered by home care companies: Focus on trust and social presence.","authors":"Reza Etemad-Sajadi, Gil Gomes Dos Santos","doi":"10.1080/07359683.2020.1763096","DOIUrl":null,"url":null,"abstract":"<p><p>The objective of this paper is to focus on the impact of connected health technologies on the quality of service delivered by home care companies for the seniors. The focus will be on \"trust\" and \"social presence\" dimensions. We used SERVQUAL for measuring the quality of service delivered by home care companies. We targeted elderly people using connected health technologies (assistive alarm, telecare, sensors, etc.) at home and receiving health care at home. We received 213 questionnaires back by post. As we had several latent variables, we used partial least squares (PLS). The results show that the level of trust in these technologies impacts significantly almost all dimensions of SERVQUAL. In parallel, the perception of the social presence with the use of these technologies impacts positively the <i>empathy</i> and <i>tangibles</i> dimensions of SERVQUAL.</p>","PeriodicalId":36008,"journal":{"name":"Health Marketing Quarterly","volume":"38 4","pages":"287-296"},"PeriodicalIF":0.0000,"publicationDate":"2021-10-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://sci-hub-pdf.com/10.1080/07359683.2020.1763096","citationCount":"7","resultStr":null,"platform":"Semanticscholar","paperid":null,"PeriodicalName":"Health Marketing Quarterly","FirstCategoryId":"1085","ListUrlMain":"https://doi.org/10.1080/07359683.2020.1763096","RegionNum":0,"RegionCategory":null,"ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":null,"EPubDate":"2020/5/18 0:00:00","PubModel":"Epub","JCR":"Q3","JCRName":"Health Professions","Score":null,"Total":0}
引用次数: 7
Abstract
The objective of this paper is to focus on the impact of connected health technologies on the quality of service delivered by home care companies for the seniors. The focus will be on "trust" and "social presence" dimensions. We used SERVQUAL for measuring the quality of service delivered by home care companies. We targeted elderly people using connected health technologies (assistive alarm, telecare, sensors, etc.) at home and receiving health care at home. We received 213 questionnaires back by post. As we had several latent variables, we used partial least squares (PLS). The results show that the level of trust in these technologies impacts significantly almost all dimensions of SERVQUAL. In parallel, the perception of the social presence with the use of these technologies impacts positively the empathy and tangibles dimensions of SERVQUAL.
期刊介绍：
Health Marketing Quarterly is directed at academicians and practitioners who are concerned with the concepts, practice, and research of health care marketing in today"s complex environment. The journal addresses important contemporary issues in the use of marketing by health care organizations like hospitals, individual practitioners, and public health care organizations. This includes the use of marketing to promote, position, deter, enhance health care organizations/issues, and the development of the marketing literature on both a conceptual and empirical basis.
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