What's wrong with me? Concerns about online medical self-diagnosis
Robertson, Nichola and Harrison, Paul 2009, What's wrong with me? Concerns about online medical self-diagnosis, in ANZMAC 2009 : Sustainable management and marketing conference, Monash University, Melbourne, Vic..
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Self-service technologies (SSTs) are becoming increasingly commonplace in healthcare. However, research on the customer (patient) experience in this context is rare. This paper focuses on online medical self-diagnosis, a type of e-health service. This SST can provide customers with benefits such as greater convenience and control, yet we argue that this form of do-it-yourself doctoring also raises concerns for customers. This paper contributes to the service domain by presenting research propositions on the potential negative implications for customers, and their antecedents, of online medical self-diagnosis. We propose that this form of self-diagnosis is related to harms, such as customer anxiety, customer willingness to bypass healthcare professionals, and self-medication. Future research opportunities are discussed, along with implications for policy and practice.
Field of Research
150503 Marketing Management (incl Strategy and Customer Relations)
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