The impact of connected health technologies on the quality of service delivered by home care companies : focus on trust and social presence

Etemad-Sajadi, Reza (Ecole hôtelière de Lausanne, HES-SO // University of Applied Sciences Western Switzerland) ; Gomes Dos Santos, Gil (Ecole hôtelière de Lausanne, HES-SO // University of Applied Sciences Western Switzerland)

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.


Keywords:
Article Type:
scientifique
Faculty:
Economie et Services
School:
EHL
Institute:
Aucun institut
Subject(s):
Economie/gestion
Date:
2020-05
Pagination:
10 p.
Published in:
Health marketing quarterly
Numeration (vol. no.):
To be published
DOI:
ISSN:
0735-9683
Appears in Collection:

Note: The file is under embargo until: 2021-11-18


 Record created 2021-03-29, last modified 2021-04-06

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