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Article
Publication date: 30 June 2020

Hongying Tan and Mengling Yan

The significance of physician-user interaction has been widely acknowledged in offline and online healthcare consultation. However, limited attempts have been made to…

Abstract

Purpose

The significance of physician-user interaction has been widely acknowledged in offline and online healthcare consultation. However, limited attempts have been made to explore the influence of physician-user interaction on users' perceived service quality (PSQ) in the mobile context. Based on the literature on physician-user interaction and media synchronicity theory, this study proposes a theoretical model where the interactive factors common across the offline, online and mobile context, i.e. physicians' informational support and emotional support, the interactive factors unique in the mobile context, i.e. physicians' response speed and voice service, and the interaction between the two categories of interactive factors predict users' PSQ in mobile consultation.

Design/methodology/approach

This study collects consultation records between 25,225 users and 738 physicians from a leading Chinese mobile consultation application, and employs linear regression to verify the proposed theoretical model.

Findings

Physicians' informational, emotional support, response speed and voice service are found to have significant positive impacts on users' PSQ. Besides, physicians' response speed strengthens the positive impacts of physicians' informational and emotional support on users' PSQ, while physicians' voice service weakens the positive link between physicians' informational support on users' PSQ.

Originality/value

This study contributes to the antecedents for users' PSQ in mobile consultation by identifying unique interactive factors in the mobile context, and highlighting the individual and interaction effects of different physician-user interactive factors. Besides, this study employs novel methods, which leverages text classification and text pattern recognition to more accurately depict physicians' online behaviors based on objective communication records.

Details

Information Technology & People, vol. 33 no. 5
Type: Research Article
ISSN: 0959-3845

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Article
Publication date: 1 December 2003

Guy Wishart

This article reports the findings of a national survey of the consultation of people with learning difficulties by social services departments in the development of adult…

Abstract

This article reports the findings of a national survey of the consultation of people with learning difficulties by social services departments in the development of adult protection procedures and guidelines. The survey also considered the consultation of other service users, carers and family, and staff. Despite the rhetoric of user involvement in adult protection literature, low levels of consultation for people with learning difficulties were found.

Details

The Journal of Adult Protection, vol. 5 no. 4
Type: Research Article
ISSN: 1466-8203

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Article
Publication date: 7 September 2021

Sandeep Goyal, Sumedha Chauhan and Parul Gupta

This study aims to investigate the external and internal stimuli, which affect the organismic experiences of the users and thereby influence their response in terms of…

Abstract

Purpose

This study aims to investigate the external and internal stimuli, which affect the organismic experiences of the users and thereby influence their response in terms of behavioral intention toward the use of online doctor consultation platforms.

Design/methodology/approach

The study operationalized the stimulus–organism–response framework for the research model and surveyed 357 users in India who had experienced online doctor consultation platforms. The analysis has been done using the structural equation modeling approach.

Findings

The authors’ main results indicate the following key points. One, perceived usefulness, social influence, health anxiety, offline consultation habit and perceived technology usage risk are significant predictors of perceived value. In contrast, perceived ubiquity is identified to be an insignificant predictor of perceived value. Second, social influence and perceived technology usage risk have significant influence on trust. However, perceived usefulness is not a significant predictor of trust.

Research limitations/implications

This study contributes to the theory by integrating technology-oriented factors with behavioral attributes for determining the behavioral intention of users toward the online doctor consultation platforms.

Practical implications

The managerial contributions of this study involve highlighting those technology-oriented and behavioral elements, which can be targeted to attract more users toward these platforms.

Originality/value

This is an original study that has looked beyond the role of technology-oriented factors in influencing the perceived value and trust elements while investigating the behavioral intention among the users toward the online doctor consultation platforms.

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Article
Publication date: 1 November 1998

Anne Morris and Elizabeth Barron

The idea that user consultation is central to effectiveness, quality and efficiency is still relatively new in many public service organisations, including libraries. This…

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Abstract

The idea that user consultation is central to effectiveness, quality and efficiency is still relatively new in many public service organisations, including libraries. This paper reviews the methods available and describes the results of a survey of all UK public library authorities to find out what methods they employ, their effectiveness, and in which context they are used. Recommendations are also made for improving user consultation within libraries.

Details

Library Management, vol. 19 no. 7
Type: Research Article
ISSN: 0143-5124

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Article
Publication date: 30 March 2020

Tara Radniecki and Mitch Winterman

The purpose of this paper is to investigate using student employees with expertise in niche areas to provide library services outside the traditional scope of full-time…

Abstract

Purpose

The purpose of this paper is to investigate using student employees with expertise in niche areas to provide library services outside the traditional scope of full-time library employees. It examines a case study where an academic library employed undergraduate students to assist users in makerspace-related work and, more recently, graduate students to assist users in data analysis. This paper will determine whether such students can provide satisfactory service to users.

Design/methodology/approach

This paper includes a background of the services, including hiring, training and assessment. The methodology for assessment includes analyzing user-created booking data, student employee consultation data and user feedback surveys to determine user and student employee satisfaction with the services.

Findings

The findings report high usage numbers and overall high user and student employee satisfaction with the two services, suggesting that student employees can be used effectively in such a way.

Originality/value

Although libraries often use student employees for lower-level library tasks, these results suggest libraries with limited resources and full-time staff should consider using student employees to provide specialized consultations, especially pertaining to software and other technologies.

Details

Reference Services Review, vol. 48 no. 2
Type: Research Article
ISSN: 0090-7324

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Article
Publication date: 25 October 2021

Ajitabh Dash and Anjan Kumar Sahoo

The purpose of this paper is to investigate physicians’ perceptions of e-consultation adoption, which has the potential to bridge existing gaps in the current health-care…

Abstract

Purpose

The purpose of this paper is to investigate physicians’ perceptions of e-consultation adoption, which has the potential to bridge existing gaps in the current health-care system, using the unified theory of acceptance and use of technology (UTAUT2) framework.

Design/methodology/approach

The judgemental sampling method was embraced to collect primary data from 337 physicians from Delhi-National Capital Region who had experience with e-consultation. A number of hypotheses was developed and tested using structural equation model based on UTAUT2.

Findings

The study’s findings revealed an affirmative and significant relation between a physician’s intention to embrace e-consultation and facilitating conditions, effort expectancy, social influence and performance expectancy; however, habit and experience are not significantly linked to it.

Originality/value

This study will not only add to the existing body of knowledge about e-consultation adoption, but it will also assist electronic health service providers in devising strategies to encourage the usage of e-consultation services in emerging economies such as India where people are deprived of the right to access better health care due to lack of physical infrastructure.

Details

VINE Journal of Information and Knowledge Management Systems, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 2059-5891

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Article
Publication date: 1 March 2016

Anne Rainville

To induce innovation in the public sector, Directive 2014/24/EU encourages internal and external consultation during the procurement process. However, little is known…

Abstract

To induce innovation in the public sector, Directive 2014/24/EU encourages internal and external consultation during the procurement process. However, little is known regarding the prominence of these practices. Determining the extent of knowledge sourcing in innovation procurement across 28 European countries, this paper presents an institutional cluster analysis, examining heterogeneity across knowledge sourcing activities, procurement areas, and tender innovation outcomes for 1,505 public procurers from 2008-2010. Building upon existing taxonomies, three types of procuring agencies are identified: Large collaborative agencies practicing public procurement of innovation (31%); supplier-focused pre-commercial procurers (20%); and direct procurers at the municipal level (49%). Validation supports this heterogeneity, using innovation outcomes and policy drivers. At the country level, Spain, the United Kingdom, Italy, Germany and Poland are most represented in respective clusters. Findings enable predictions regarding impacts on agencies and innovation from the new public procurement directive's translation into national law by Member States.

Details

Journal of Public Procurement, vol. 16 no. 4
Type: Research Article
ISSN: 1535-0118

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Article
Publication date: 3 June 2014

Beatrice Godwin

Government guidelines promote service user consultation without providing extensive advice on people in later dementia. “Seen as too difficult to involve, they are…

Abstract

Purpose

Government guidelines promote service user consultation without providing extensive advice on people in later dementia. “Seen as too difficult to involve, they are effectively excluded from […] influenc(ing) service provision”, especially institutional care residents (Clare and Cox, 2003, p. 936). This hard-to-reach group presents methodological challenges. The purpose of this paper is to explore innovative approaches, offering even those with fragmented or lost speech the opportunity to contribute to decisions about their care.

Design/methodology/approach

This specialist dementia home consultation included staff and every resident, irrespective of the level of their communication impairment. Consultation on potential colour schemes took the form of a ballot. Staff helped develop an unpatronising, person-centred approach. Visual aids supported communication, de-emphasising the spoken word and promoting inclusion.

Findings

The majority of residents appeared to express an opinion on the potential decor. Others chose a colour while not necessarily grasping the context. The approach engaged all except four.

Research limitations/implications

Even people with moderate/advanced dementia may be enabled to participate in consultation. Further research needs to refine methodology to include everyone and clarify the interpretation of results.

Practical implications

Service providers may widen their expectations of inclusivity in consultation exercises.

Originality/value

This consultation is important to researchers and practitioners because it explores ways of communicating, which avoid privileging the spoken word, revealing seldom-recognised abilities in people with moderate/advanced dementia.

Details

Quality in Ageing and Older Adults, vol. 15 no. 2
Type: Research Article
ISSN: 1471-7794

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Details

Mental Health Review Journal, vol. 11 no. 2
Type: Research Article
ISSN: 1361-9322

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Article
Publication date: 24 February 2012

Alison Faulkner and Thurstine Basset

The purpose of this paper is to review current perspectives on peer support in mental health informed by service user perspectives.

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886

Abstract

Purpose

The purpose of this paper is to review current perspectives on peer support in mental health informed by service user perspectives.

Design/methodology/approach

The paper is informed by a literature review and consultations with five groups of service users engaged in different forms of peer support.

Findings

The findings suggest that there are many benefits to service users from engaging in peer support. These include: shared identity; development and sharing of skills; increased confidence; improved mental health and wellbeing; and the potential for challenging stigma and discrimination. Most difficulties encountered were associated with “intentional peer support”, where service users are employed as peer support workers – these included role conflict, setting boundaries, and ensuring adequate training and support. A key theme that divided opinion was the degree to which peer support should be “professionalised” as part of statutory services.

Practical implications

The findings suggest that it is vital to acknowledge the different views about peer support that arise in different service user and voluntary sector groups: views about such core issues as payment, equality, and professionalisation. Ultimately, peer support arises from people wanting to create their own support networks; any plans to formalise it from within statutory services need to acknowledge that pre‐existing grassroots expertise.

Originality/value

Recent developments mean that peer support, which originated from the grassroots of service user experience, has taken a new direction through becoming incorporated into statutory services. This paper looks at some of the benefits and pitfalls of these developments informed by the views of service users.

Details

Mental Health and Social Inclusion, vol. 16 no. 1
Type: Research Article
ISSN: 2042-8308

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