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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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Title What's wrong with me? Concerns about online medical self-diagnosis
Author(s) Robertson, Nichola
Harrison, Paul
Conference name Australian and New Zealand Marketing Academy. Conference (2009 : Melbourne, Vic.)
Conference location Melbourne, Vic.
Conference dates 30 November - 2 December 2009
Title of proceedings ANZMAC 2009 : Sustainable management and marketing conference
Editor(s) Tojib, Dewi
Publication date 2009
Conference series Australian and New Zealand Marketing Academy Conference
Publisher Monash University
Place of publication Melbourne, Vic.
Keyword(s) self-service technology
e-health
online self-diagnosis and customer harms
Summary 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.
ISBN 1863081585
Language eng
Field of Research 150503 Marketing Management (incl Strategy and Customer Relations)
Socio Economic Objective 910403 Marketing
HERDC Research category E1 Full written paper - refereed
Copyright notice ©2009, The Authors
Persistent URL http://hdl.handle.net/10536/DRO/DU:30021522

Document type: Conference Paper
Collections: Deakin Graduate School of Business
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