{"status":"ok","message-type":"work","message-version":"1.0.0","message":{"indexed":{"date-parts":[[2026,8,10]],"date-time":"2026-08-10T12:32:43Z","timestamp":1786365163949,"version":"build-2736575974"},"update-to":[{"DOI":"10.12688\/f1000research.183317.1","type":"new_version","label":"New version","source":"publisher","updated":{"date-parts":[[2026,8,6]],"date-time":"2026-08-06T00:00:00Z","timestamp":1785974400000}},{"DOI":"10.12688\/f1000research.183317.2","type":"new_version","label":"New version","source":"publisher","updated":{"date-parts":[[2026,8,6]],"date-time":"2026-08-06T00:00:00Z","timestamp":1785974400000}}],"reference-count":36,"publisher":"F1000 Research Ltd","license":[{"start":{"date-parts":[[2026,8,6]],"date-time":"2026-08-06T00:00:00Z","timestamp":1785974400000},"content-version":"tdm","delay-in-days":0,"URL":"https:\/\/creativecommons.org\/licenses\/by\/4.0\/"}],"content-domain":{"domain":["f1000research.com"],"crossmark-restriction":false},"short-container-title":["F1000Res"],"abstract":"<ns5:p>Background In Indonesia, omnichannel integration in healthcare is intensifying, yet the psychological mechanisms that convert omnichannel integration into patient advocacy remain insufficiently understood, particularly in mandatory healthcare settings characterised by credence-service properties, high perceived risk, and constrained choice. This study uses the Stimulus-Organism-Response (S-O-R) framework to examine brand trust as a mediating mechanism linking omnichannel integration to brand advocacy. Methods Data were collected from 230 patients across three health care facilities in Jakarta and Tangerang through questionnaires validated via forward translation, back translation, face validity, content validity, and pre-testing. Partial least squares structural equation modelling (PLS-SEM) with 5,000 bootstrap subsamples, supplemented by cross-loading evaluation, heterotrait-monotrait (HTMT) inference, model comparison, and demographic control variables, was used for analysis. Results Omnichannel integration was positively associated with brand trust (\u03b2\u00a0=\u00a00.715; p\u00a0&lt;\u00a00.001) and brand advocacy (\u03b2\u00a0=\u00a00.671; p\u00a0&lt;\u00a00.001). However, the direct effect of omnichannel integration on brand advocacy was not significant (\u03b2\u00a0=\u00a00.019; p\u00a0=\u00a00.793). The indirect effect of brand trust was significant (\u03b2\u00a0=\u00a00.480; 95% confidence interval [0.372, 0.586]), indicating a full mediation pattern (variance accounted for\u00a0=\u00a096.2%). After controlling for age, gender, and education, core relationships remained stable, and the model explained 46.8% of the variance in brand advocacy. Conclusions These findings suggest that omnichannel integration is primarily associated with patient advocacy in mandatory health care services through trust. However, because this study does not directly compare service contexts, any inference regarding differences from conventional retail should be interpreted cautiously.<\/ns5:p>","DOI":"10.12688\/f1000research.183317.3","type":"journal-article","created":{"date-parts":[[2026,8,6]],"date-time":"2026-08-06T07:19:07Z","timestamp":1786000747000},"page":"946","update-policy":"https:\/\/doi.org\/10.12688\/f1000research.crossmark-policy","source":"Crossref","is-referenced-by-count":0,"title":["Trust as an Omnichannel-to-Advocacy Transmission Mechanism in Mandatory Health care Services: Empirical Evidence from Indonesia"],"prefix":"10.12688","volume":"15","author":[{"ORCID":"https:\/\/orcid.org\/0009-0008-6046-0937","authenticated-orcid":false,"given":"Erwin","family":"Suryanegara","sequence":"first","affiliation":[{"name":"Management West Jakarta Jakarta Esa Unggul University"}],"role":[{"vocabulary":"crossref","role":"author"}]},{"ORCID":"https:\/\/orcid.org\/0000-0002-9093-2690","authenticated-orcid":false,"given":"Rhian","family":"Indradewa","sequence":"additional","affiliation":[{"name":"Management West Jakarta Jakarta Esa Unggul University"}],"role":[{"vocabulary":"crossref","role":"author"}]},{"given":"Rina","family":"Anindita","sequence":"additional","affiliation":[{"name":"Management West Jakarta Jakarta Esa Unggul University"}],"role":[{"vocabulary":"crossref","role":"author"}]},{"given":"Muhammad Gunawan","family":"Alif","sequence":"additional","affiliation":[{"name":"Management West Jakarta Jakarta Esa Unggul University"}],"role":[{"vocabulary":"crossref","role":"author"}]}],"member":"2560","published-online":{"date-parts":[[2026,8,6]]},"reference":[{"key":"ref1","doi-asserted-by":"publisher","first-page":"325-336","DOI":"10.1016\/j.ijinfomgt.2019.09.001","article-title":"Conceptualization of omnichannel customer experience and its impact on shopping intention: A mixed-method approach.","volume":"50","author":"S Shi","year":"2020","journal-title":"Int. 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We sincerely appreciate your helpful suggestions regarding the abstract, theoretical novelty, sampling justification, and measurement clarification. We acknowledge these minor points and will consider them carefully when preparing a revised version of the article after receiving any additional reviewer reports, in line with the editorial recommendation. Thank you again for your valuable feedback. Best regards, Erwin Suryanegara On behalf of all authors","URL":"https:\/\/f1000research.com\/articles\/15-946\/v3#referee-comment-16510","order":1,"name":"referee-comment-16510","label":"Referee Comment","group":{"name":"article-reports","label":"Article Reports"}},{"value":"<b>Erwin Suryanegara<\/b>; \n<i>Posted: 08 Jul 2026<\/i>; We thank the reviewer for the careful reading and the constructive, actionable suggestions. All recommended revisions have been implemented. \n<b>Comment 1 (Abstract \u2014 link variance to the PLS-SEM model).<\/b>&nbsp;Revised as suggested. The Abstract now reads: &quot;the structural model explained 46.8% of the variance in brand advocacy (R&sup2; = 0.468).&quot; \n<b>Comment 2 (Introduction \u2014 synthesise the three characteristics into one theoretical proposition).<\/b>&nbsp;Added as suggested. The final paragraph of the Introduction now states that, taken together, credence attributes, constrained choice, and elevated perceived risk suggest that omnichannel integration may influence patient behaviour less through experiential value and more through trust formation, making health care a theoretically distinct setting for examining omnichannel mechanisms. \n<b>Comment 3 (H3 \u2014 direct experiential benefits).<\/b>&nbsp;We agree. The rationale for H3 (Section 2.4) now explicitly states that omnichannel integration provides intrinsic experiential value\u2014access convenience, reduced effort, and service personalisation\u2014that may independently stimulate advocacy, coexisting with the trust pathway. \n<b>Comment 4 (Sampling \u2014 document omnichannel implementation per facility).<\/b>&nbsp;Implemented in narrative form in Section 3.1, which now documents the structured availability check for each facility: Mobile JKN integration, facility website, WhatsApp service, online appointment booking, and walk-in service were available at all three sites, while patient-facing access to electronic medical records was partial at all sites (visit history viewable through Mobile JKN; full records not directly accessible). We integrated this into Section 3.1 rather than an appendix table so the information sits alongside the facility descriptions; we are happy to convert it to a supplementary table if preferred. \n<b>Comment 5 (Measurement \u2014 flag BA3 earlier).<\/b>&nbsp;Done. Section 3.2 now flags at the measurement stage that BA3 captures a give-another-chance dimension of advocacy, retained because the advocacy literature treats defence of and continued commitment to a provider as advocacy behaviour, with a forward reference to the Limitations. For consistency, the characterisation of BA3 has also been aligned across Sections 3.2, 4.1 (descriptive statistics), 5.2, and the Limitations.","URL":"https:\/\/f1000research.com\/articles\/15-946\/v3#referee-comment-16603","order":2,"name":"referee-comment-16603","label":"Referee Comment","group":{"name":"article-reports","label":"Article Reports"}},{"value":"10.5256\/f1000research.205853.r501330, Nuria Viejo-Fern\u00e1ndez, University of Oviedo, Oviedo, 23 Jul 2026, version 2, 1 approved, 1 approved with reservations","URL":"https:\/\/f1000research.com\/articles\/15-946\/v2#referee-response-501330","order":3,"name":"referee-response-501330","label":"Referee Report","group":{"name":"article-reports","label":"Article Reports"}},{"value":"<b>Erwin Suryanegara<\/b>; \n<i>Posted: 27 Jul 2026<\/i>; We thank the reviewer for the careful re-reading of the manuscript and for confirming that the substantive concerns raised in the first round have been addressed. We have now made both remaining corrections, and a revised version has been submitted to the journal. First, the negative sign on the lower bound of the 95% confidence interval for the direct path from omnichannel integration to brand advocacy has been restored in both Table 7 and Section 4.4, which now read [-0.119, 0.157]. We note that the minus sign was present in the file we submitted but was encoded as a Unicode minus (U+2212) and was lost during typesetting; it has been re-entered as a standard hyphen-minus, and we have asked the production team to verify that it renders correctly in the proof. Second, Figure 1 has been replaced so that the stimulus construct is labelled &quot;Omnichannel Integration&quot; rather than &quot;Omnichannel Retailing&quot;, making the conceptual model terminologically consistent with the construct used throughout the manuscript. No data, analyses, results, or conclusions have changed. We are grateful for the reviewer's constructive engagement, which has improved the clarity and accuracy of the article.","URL":"https:\/\/f1000research.com\/articles\/15-946\/v3#referee-comment-16757","order":4,"name":"referee-comment-16757","label":"Referee Comment","group":{"name":"article-reports","label":"Article Reports"}},{"value":"10.5256\/f1000research.207392.r509564, The Anh Phan, Eastern International University, Thu Dau Mot City, 10 Aug 2026, version 3, indexed","URL":"https:\/\/f1000research.com\/articles\/15-946\/v3#referee-response-509564","order":5,"name":"referee-response-509564","label":"Referee Report","group":{"name":"article-reports","label":"Article Reports"}},{"value":"The author(s) declared that no grants were involved in supporting this work","order":6,"name":"grant-information","label":"Grant Information"},{"value":"This is an open access article distributed under the terms of the Creative Commons Attribution Licence, which permits unrestricted use, distribution, and reproduction in any medium, provided the original work is properly cited.","order":0,"name":"copyright-info","label":"Copyright"}]}}