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Information technology and Baumol's cost disease in healthcare services: a research agenda

Sunil Mithas (Muma College of Business, University of South Florida, Tampa, Florida, USA)
Charles F. Hofacker (College of Business, Florida State University, Tallahassee, Florida, USA)
Anil Bilgihan (Department of Marketing, Florida Atlantic University-College of Business, Boca Raton, Florida, USA)
Tarik Dogru (Dedman School of Hospitality, Florida State University, Tallahassee, Florida, USA)
Vanja Bogicevic (Jonathan M. Tisch Center for Hospitality, New York University, New York, New York, USA)
Ajit Sharma (Mike Ilitch School of Business, Wayne State University, Detroit, Michigan, USA)

Journal of Service Management

ISSN: 1757-5818

Article publication date: 18 June 2020

Issue publication date: 12 November 2020

1077

Abstract

Purpose

This paper advances a research agenda for service researchers at the intersection of healthcare and information technologies to improve access to quality healthcare at affordable prices. The article reviews key trends to provide an agenda for research focusing on strategies, governance and management of key service processes.

Design/methodology/approach

This paper synthesizes literature in information systems, service management, marketing and healthcare operations to suggest a research agenda. The authors draw on frameworks such as the interpretive model of technology, technology acceptance model, assemblage theories and Baumol's cost disease to develop their arguments.

Findings

The paper situates strategy-related service management questions that service providers and consumers face in the context of emerging healthcare and technology trends. It also derives implications for governance choices and questions related to that.

Research limitations/implications

The paper discusses service management challenges and concludes with an agenda for future research that touches on governance and service management issues.

Practical implications

This paper provides implications for healthcare service providers and policymakers to understand new trends in healthcare delivery, technologies and facilities management to meet evolving customer needs.

Social implications

This paper provides implications for managing healthcare services that touch on many social and societal concerns.

Originality/value

This conceptual paper provides background and review of the work at the intersections of information systems, marketing and healthcare operations to draw implications for future research.

Keywords

Acknowledgements

We thank the JOSM editor, Jay Kandampully and two anonymous reviewers; Rohit Verma, Andrew Jenis, Marguerite Saith, and other participants at the 2019 “Service Imperative in Health, Hospitality and Design” Thought Leadership Forum hosted by The Cornell Institute of Healthy Futures at Cornell University for their helpful comments and suggestions to improve this work. All authors contributed equally to the paper.

Citation

Mithas, S., Hofacker, C.F., Bilgihan, A., Dogru, T., Bogicevic, V. and Sharma, A. (2020), "Information technology and Baumol's cost disease in healthcare services: a research agenda", Journal of Service Management, Vol. 31 No. 5, pp. 911-937. https://doi.org/10.1108/JOSM-11-2019-0339

Publisher

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Emerald Publishing Limited

Copyright © 2020, Emerald Publishing Limited

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