{"status":"ok","message-type":"work","message-version":"1.0.0","message":{"indexed":{"date-parts":[[2026,4,7]],"date-time":"2026-04-07T17:41:46Z","timestamp":1775583706134,"version":"3.50.1"},"reference-count":70,"publisher":"Emerald","issue":"5","license":[{"start":{"date-parts":[[2020,6,30]],"date-time":"2020-06-30T00:00:00Z","timestamp":1593475200000},"content-version":"tdm","delay-in-days":0,"URL":"https:\/\/www.emerald.com\/insight\/site-policies"}],"content-domain":{"domain":[],"crossmark-restriction":false},"short-container-title":["ITP"],"published-print":{"date-parts":[[2020,10,3]]},"abstract":"<jats:sec><jats:title content-type=\"abstract-subheading\">Purpose<\/jats:title><jats:p>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.<\/jats:p><\/jats:sec><jats:sec><jats:title content-type=\"abstract-subheading\">Design\/methodology\/approach<\/jats:title><jats:p>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.<\/jats:p><\/jats:sec><jats:sec><jats:title content-type=\"abstract-subheading\">Findings<\/jats:title><jats:p>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.<\/jats:p><\/jats:sec><jats:sec><jats:title content-type=\"abstract-subheading\">Originality\/value<\/jats:title><jats:p>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.<\/jats:p><\/jats:sec>","DOI":"10.1108\/itp-01-2019-0039","type":"journal-article","created":{"date-parts":[[2020,6,30]],"date-time":"2020-06-30T10:11:57Z","timestamp":1593511917000},"page":"1403-1426","source":"Crossref","is-referenced-by-count":54,"title":["Physician-user interaction and users' perceived service quality: evidence from Chinese mobile healthcare consultation"],"prefix":"10.1108","volume":"33","author":[{"given":"Hongying","family":"Tan","sequence":"first","affiliation":[],"role":[{"role":"author","vocabulary":"crossref"}]},{"ORCID":"https:\/\/orcid.org\/0000-0001-7441-9152","authenticated-orcid":false,"given":"Mengling","family":"Yan","sequence":"additional","affiliation":[],"role":[{"role":"author","vocabulary":"crossref"}]}],"member":"140","published-online":{"date-parts":[[2020,6,30]]},"reference":[{"key":"key2021043009572085200_ref001","volume-title":"Multiple Regression: Testing and Interpreting Interactions","year":"1991"},{"issue":"1","key":"key2021043009572085200_ref500","doi-asserted-by":"crossref","first-page":"94","DOI":"10.1055\/s-0038-1638697","article-title":"Mhealth \u2010 an ultimate platform to serve the unserved","volume":"19","year":"2010","journal-title":"Yearbook of Medical Informatic"},{"issue":"4","key":"key2021043009572085200_ref002","doi-asserted-by":"crossref","first-page":"181","DOI":"10.1016\/j.im.2013.03.001","article-title":"Development and validation of an instrument to measure user perceived service quality of mhealth","volume":"50","year":"2013","journal-title":"Information and Management"},{"issue":"1","key":"key2021043009572085200_ref003","doi-asserted-by":"crossref","first-page":"29","DOI":"10.1007\/s12525-012-0091-5","article-title":"Continuance of mhealth services at the bottom of the pyramid: the roles of service quality and trust","volume":"23","year":"2013","journal-title":"Electronic Markets"},{"key":"key2021043009572085200_ref004","doi-asserted-by":"crossref","first-page":"210","DOI":"10.1016\/j.ijpe.2016.08.025","article-title":"Enabling a transformative service system by modeling quality dynamics","volume":"207","year":"2019","journal-title":"International Journal of Production Economics"},{"key":"key2021043009572085200_ref005","unstructured":"Analysys (2018a), \u201cWhite paper of China mobile consultation in 2018\u201d, in Chinese available at: https:\/\/www.analysys.cn\/analysis\/trade\/detail\/1001147\/ (accessed 1 December 2018)."},{"issue":"2","key":"key2021043009572085200_ref006","doi-asserted-by":"crossref","first-page":"702","DOI":"10.1016\/j.ijpe.2013.05.025","article-title":"The impact of cross-border patient movement on the delivery of healthcare services","volume":"145","year":"2013","journal-title":"International Journal of Production Economics"},{"key":"key2021043009572085200_ref007","doi-asserted-by":"crossref","first-page":"106","DOI":"10.1016\/j.chb.2018.01.031","article-title":"The benefits and challenges of online professional-patient interaction: comparing views between users and health professional moderators in an online health community","volume":"83","year":"2018","journal-title":"Computers in Human Behavior"},{"key":"key2021043009572085200_ref008","first-page":"45","article-title":"What sounds beautiful is good?\u201d How employee vocal attractiveness affects customer's evaluation of the voice-to-voice service encounter","volume-title":"Aktuelle Forschungsfragen im Dienstleistungsmarketing","year":"2008"},{"issue":"11","key":"key2021043009572085200_ref009","doi-asserted-by":"crossref","first-page":"1301","DOI":"10.1016\/0277-9536(91)90047-G","article-title":"Doctor-patient communication and the quality of care","volume":"32","year":"1991","journal-title":"Social Science and Medicine"},{"issue":"5","key":"key2021043009572085200_ref010","doi-asserted-by":"crossref","first-page":"419","DOI":"10.1080\/09588221.2011.574639","article-title":"Perceived benefits and drawbacks of synchronous voice-based computer-mediated communication in the foreign language classroom","volume":"24","year":"2011","journal-title":"Computer Assisted Language Learning"},{"issue":"3","key":"key2021043009572085200_ref011","doi-asserted-by":"crossref","first-page":"620","DOI":"10.1016\/j.dss.2008.11.003","article-title":"Examining the success factors for mobile work in healthcare: a deductive study","volume":"46","year":"2009","journal-title":"Decision Support Systems"},{"key":"key2021043009572085200_ref012","unstructured":"Chinese Industry News. 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