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Communicating with patients through Facebook: the case of dental healthcare services

Author

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  • Helena Nobre
  • Nina Szczygiel
  • Mariana Condé-Pinto

Abstract

The study explores how dental healthcare providers use social network websites, in particular, Facebook, to communicate with patients and potential customers, manage relationships and build brand image. An exploratory investigation was carried on based on a cross-case study of four small dental clinics with a Facebook presence. Results indicate that Facebook offers room to create an interactive environment where clinics can communicate in real-time with patients, getting them engaged in ongoing dialogues beyond traditional doctor consultations. Through online social networks, it is possible to provide dental healthcare information, follow-up of treatments and answer questions, making processes more efficient and customer-oriented and facilitating the development of closer relationships with patients. The paper outlines some challenges for online health social network managers.

Suggested Citation

  • Helena Nobre & Nina Szczygiel & Mariana Condé-Pinto, 2019. "Communicating with patients through Facebook: the case of dental healthcare services," International Journal of Business Excellence, Inderscience Enterprises Ltd, vol. 18(4), pages 527-548.
    • Handle: RePEc:ids:ijbexc:v:18:y:2019:i:4:p:527-548
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    Cited by:

    1. Tommasina Pianese & Patrizia Belfiore, 2021. "Exploring the Social Networks’ Use in the Health-Care Industry: A Multi-Level Analysis," IJERPH, MDPI, vol. 18(14), pages 1-14, July.

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