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Digital health information seeking in an omni-channel environment: A shared decision-making and service-dominant logic perspective

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  • Dahl, Andrew J.
  • Milne, George R.
  • Peltier, James W.

Abstract

The health service ecosystem traditionally has focused on unidirectional information flow from the health provider to consumer. However, this model fails to adequately engage consumers in their health decision-making to improve consumers' wellness. Consumers' health information seeking in today's omni-channel information environment is a critical value co-creation activity that increases consumers' engagement. Yet little is known about how consumers' health information seeking is evolving the information flow pattern and resulting consequences on consumers' health self-awareness. Our study closes this gap by empirically exploring the effects of consumers' health information seeking in an omni-channel environment and its influences on consumers' health self-awareness. We used structural equation modeling to analyze survey results from 310 health consumers collected as part of a healthcare organization's annual door-to-door wellness study. The results demonstrate the importance of helping consumers integrate informational inputs outside the service encounter to increase consumers' engagement and conscious reflection on their well-being.

Suggested Citation

  • Dahl, Andrew J. & Milne, George R. & Peltier, James W., 2021. "Digital health information seeking in an omni-channel environment: A shared decision-making and service-dominant logic perspective," Journal of Business Research, Elsevier, vol. 125(C), pages 840-850.
    • Handle: RePEc:eee:jbrese:v:125:y:2021:i:c:p:840-850
    DOI: 10.1016/j.jbusres.2019.02.025
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    5. Slepchuk, Alec N. & Milne, George R. & Swani, Kunal, 2022. "Overcoming privacy concerns in consumers’ use of health information technologies: A justice framework," Journal of Business Research, Elsevier, vol. 141(C), pages 782-793.
    6. Kumar, Anil & Naz, Farheen & Luthra, Sunil & Vashistha, Rajat & Kumar, Vikas & Garza-Reyes, Jose Arturo & Chhabra, Deepak, 2023. "Digging DEEP: Futuristic building blocks of omni-channel healthcare supply chains resiliency using machine learning approach," Journal of Business Research, Elsevier, vol. 162(C).
    7. Andrew J. Dahl & James W. Peltier & George R. Milne, 2022. "Reducing information asymmetry and increasing health value co‐creation in a rural healthcare context," Journal of Consumer Affairs, Wiley Blackwell, vol. 56(2), pages 512-535, June.
    8. Liu, Huiyuan & Perera, Sandun C. & Wang, Jian-Jun & Leonhardt, James M., 2023. "Physician engagement in online medical teams: A multilevel investigation," Journal of Business Research, Elsevier, vol. 157(C).
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    10. Dahl, Andrew J. & Peltier, James W. & Swan, Eric L., 2023. "Anticipatory value-in-use in early-stage digital health service transformations: How consumers assess value propositions before and after abrupt, exogenous shocks," Journal of Business Research, Elsevier, vol. 163(C).
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