Interrelationship between Digitalization and Service Encounter

초록

Healthcare industry drawn significant attention of fasting and challenging on technology, capital intensiveness, and the inability to store service capacity on service encounter with in digitalization. As information technology is fundamentally changing the nature of service, managers will need to consider the importance of IT and customer experience at service encounters. Thus, technology based service encounter will be identified the key success factors to investigate the relationships among technology-based service encounters. The purpose of this study is to develop a framework for the success factors of a technology-based service encounter in the healthcare industry. Specifically, this paper views technology-based service encounters as essential elements in the current medical device trend. Thus, this paper proposes success factors of such encounters based on patient participation in encounters, or touch points. A systematic literature review supports the design framework for healthcare services based on technology-based service encounters. This study presents new success factors of technology-based service encounters in healthcare services.