双渠道视角下在线健康社区用户诊疗信息求助行为的形成路径分析
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摘要
【目的/意义】旨在探究在线健康社区中用户诊疗信息求助行为的形成路径,对推动在线健康社区诊疗信息服务的发展和完善具有积极意义。【方法/过程】从双渠道的分析视角出发,在整合推拉理论、创新传播理论、技术接受模型和依恋理论的基础上提出研究假设并构建理论研究模型,并通过实证分析检验理论模型。【结果/结论】感知线下支持无效性和感知线上资源有效性对求助意愿有显著正向影响;求助意愿正向促进求助行为;健康求助依恋正向调节感知线下支持无效性对求助意愿的影响,负向调节感知线上资源有效性对求助意愿的影响。
【Purpose/significance】This study aims to explore the formation route of seeking clinical help information from online health community and to promote the development and improvement of clinical information service of online health community.【Method/process】From the perspective of dual-channel analysis, this paper proposes research hypotheses and constructs a theoretical research model based on the integration of push and pull theory, innovation diffusion theory, tech-nology acceptance model and attachment theory. The theoretical model isverified by empirical research.【Result/conclu-sion】The results show that the perceived offline support ineffectiveness and the perceived online resource effectivenesshave significant positive impact on help seeking intention. Help seeking intention is going to promote help seeking behavior;Health help seek attachmentpositively adjusts the influence of perceived offline support ineffectiveness on help-seeking intention, and negatively regulates perceived online resource effectiveness on help-seeking intention.
【Purpose/significance】This study aims to explore the formation route of seeking clinical help information from online health community and to promote the development and improvement of clinical information service of online health community.【Method/process】From the perspective of dual-channel analysis, this paper proposes research hypotheses and constructs a theoretical research model based on the integration of push and pull theory, innovation diffusion theory, tech-nology acceptance model and attachment theory. The theoretical model isverified by empirical research.【Result/conclu-sion】The results show that the perceived offline support ineffectiveness and the perceived online resource effectivenesshave significant positive impact on help seeking intention. Help seeking intention is going to promote help seeking behavior;Health help seek attachmentpositively adjusts the influence of perceived offline support ineffectiveness on help-seeking intention, and negatively regulates perceived online resource effectiveness on help-seeking intention.
引文
1 Demiris G. The diffusion of virtual communities in health care:Concepts and challenges[J]. Patient Education&Counseling, 2006, 62(2):178-188.
2 Jie M G, Gao G, Agarwal R. The creation of social value:Can an online health community reduce rural–urban health disparities?[J]. Mis Quarterly, 2016, 40(1):247-263.
3 Andreassen H K, Trondsen M, Kummervold P E, et al. Patients who use e-mediated communication with their doctor:new constructions of trust in the patient-doctor relationship[J]. Qualitative Health Research, 2006, 16(2):238.
4 张星,夏火松,陈星,等.在线健康社区中信息可信性的影响因素研究[J].图书情报工作, 2015, 59(22):88-96.
5 CaiataZufferey M, Abraham A, Sommerhalder K, et al. Online health information seeking in the context of the medical consultation in Switzerland[J].Qual Health Res, 2010, 20(8):1050-1061.
6 吴江,李姗姗.在线健康社区用户信息服务使用意愿研究[J].情报科学, 2017,(4):119-125.
7 邓朝华,洪紫映.在线医疗健康服务医患信任影响因素实证研究[J].管理科学, 2017,30(1):43-52.
8 Crook B, Love B. Examining the Light and Dark of an Online Young Adult Cancer Support Community[J]. Qualitative Health Research, 2016, 27(6):938.
9 Ybarra M L, Suman M. Help seeking behavior and the Internet:a national survey[J]. International Journal of Medical Informatics, 2006, 75(1):29.
10 Arefadib G, O’Hanlon P, Fullarton K, et al. A qualitative study of online mental health information seeking behaviour by those with psychosis[J]. Bmc Psychiatry, 2016, 16(1):1-10.
11 Peddie K A, Kelly-Campbell R J. How people with hearing impairment in New Zealand use the Internet to obtain information about their hearing health[J]. Computers in Human Behavior, 2017,(73):141-151.
12 Zhang X, Guo X, Wu Y, et al. Exploring the Inhibitors of Online Health Service Use Intention:A Status Quo Bias Perspective[J].Information&Management,2017,54(8):987-997.
13 Yan Z, Guo X, Lee M K O, et al. A conceptual model of technology features and technostress in telemedicine communication[J]. Information Technology&People, 2013, 26(3):283-297.
14 Hualong Yang,Xitong Guo, Tianshi Wu. Exploring the influence of the online physician service delivery process on patient satisfaction[J].Decision Support Systems,2015, 78(C):113-121.
15 刘娟,郑君君,吴江.在线医疗网站患者选择医生的影响因素实证研究[J].医学信息学杂志, 2017, 38(5):48-51.
16 车小玲.消费者对移动医疗的信任及其采纳研究[D].长沙:中南大学, 2013.
17 周晓英,蔡文娟.大学生网络健康信息搜寻行为模式及影响因素[J].情报资料工作,2014,(4):50-55
18 Lewis WA. Economic Development with Unlimited Supplies of Labour[J].The Manchester School of Economic and Social Studies,1954,22(2):139-191.
19 Zhang X, Guo X, Lai K H, et al. From offline healthcare to online health service:The role of offline healthcare satisfaction and habits[J]. Journal of Electronic Commerce Research, 2017, 18(2):138-154.
20 Hanson J A, Benedict J A. Use of the Health Belief Model to examine older adults'food-handling behaviors.[J]. Journal of Nutrition Education&Behavior, 2002, 34(Suppl):S25-S30.
21 Hung M C, Jen W Y. The Adoption of Mobile Health Management Services:An Empirical Study[J]. Journal of Medical Systems, 2012, 36(3):1381-1388.
22 Keaveney, S. M. Customer Switching Behavior in Service Industries:An Exploratory Study[J]. Journal of Marketing,1995,59(4):71-82.
23 王鑫.我国医疗费用增长的因素分析与控制策略[D].沈阳:辽宁大学, 2013.
24 王晶.加拿大中国老年移民医疗资源利用与障碍[D].天津:天津医科大学, 2011.
25 朱琳鸿,钱辉,陈海啸,等.患者就医等候时间、就医便利性和就医感知价值关系研究[J].中国农村卫生事业管理, 2010, 30(9):736-739.
26 崔香芬,姚兆余.农民就医过程中关系资本运作的行动逻辑——以江苏省A县X村为个案[J].中国农业大学学报社会科学版, 2010, 27(4):49-55.
27 张喜征,刘琛,张人龙.基于可替代产品竞争的双渠道供应链定价与协调[J].软科学,2016, 30(3):121-125.
28 Laugesen J, Hassanein K, Yuan Y. The Impact of Internet Health Information on Patient Compliance:A Research Model and an Empirical Study[J].Journal of Medical Internet Research, 2015, 17(6):e143.
29 Zhu Z, Bernhard D, Gurevych I. A Multi-Dimensional Model for Assessing the Quality of Answers in Social Q&A Sites[C]//Technische Universit?t Ukp Lab, 2009:264-265.
30 Sun Y. Understanding the Acceptance of Mobile Health Services:A Comparison and Integration of Alternative Models[J]. Journal of Electronic Commerce Research,2013, 14(2):183-200.
31 严春美.移动医疗服务用户采纳意愿影响因素研究[D].哈尔滨:哈尔滨工业大学, 2012.
32 张敏,唐国庆,张艳.基于S-O-R范式的虚拟社区用户知识共享行为影响因素分析[J].情报科学,2017,35(11):149-155.
33 Bowlby J M. Attachment and Loss:Attachment[M].New York:Basic Books,1969:595-599.
34 Lopez F G. Contemporary attachment theory:an Introduction with implications for counseling psychology[J]. The Counseling Psychologist,1995, 23(3):295-415.
35 Rowe,A.&Carnelley,K.B.Attachment style differences in the processing of attachment-relevant information:Primed-style effects on recall, interpersonal expectations,and affect[J].Personal Relationships, 2003,10(1), 59–75.
36 Thomson M, Macinnis D J, Park C W. The Ties That Bind:Measuring the Strength of Consumers’Emotional Attachments to Brands[J]. Journal of Consumer Psychology,2005, 15(1):77-91.
37 吴佳煇,林以正.依恋型态对网路他人信任感与网路自我确定度之影响[J].资讯社会研究,2005,(9):325-342.
38 姜岩,董大海.基于依恋理论的消费者与网络商店关系持续机制探究[J].商业经济与管理, 2015,(4):53-62.
39 陈陈.依恋:理解成就动机个体差异的切入点[J].南京社会科学, 2017,(6):125-135.
40 Mcclellan M. Reforming payments to healthcare providers:the key to slowing healthcare cost growth while improving quality?[J]. Journal of Economic Perspectives, 2011, 25(2):69-92.
41 Heo S, Moser D K, Riegel B, et al. Testing the psychometric properties of the Minnesota Living with Heart Failure questionnaire.[J]. Nursing Research, 2005, 54(4):265-272.
42 Ajzen I, Madden T J. Prediction of goal-directed behavior:Attitudes, intentions, and perceived behavioral control[J].Journal of Experimental Social Psychology, 1986, 22(5):453-474.
43 Ozturk A B, Bilgihan A, Nusair K, et al. What keeps the mobile hotel booking users loyal? Investigating the roles of self-efficacy, compatibility, perceived ease of use, and perceived convenience[J]. International Journal of Information Management, 2016, 36(6):1350-1359.
44 Pogrebnyakov N, Buchmann M. The role of perceived substitution and individual culture in the adoption of electronic newspapers in Scandinavia[J]. Information Research, 2014,19(3):1368-1613.
45 Au N, Ngai E W T, Cheng T C E. Extending the Understanding of End User Information Systems Satisfaction Formation:An Equitable Needs Fulfillment Model Approach[J]. Mis Quarterly, 2008, 32(1):43-66.
46 Ratchford B T, DebabrataTalukdar, Myung-SooLee. The Impact of the Internet on Consumers'Use of Information Sources for Automobiles:A Re-Inquiry[J]. Journal of Consumer Research, 2007, 34(1):111-119.
47 Gefen D, Karahanna E, Straub D W. Trust and TAM in Online Shopping:An Integrated Model[J]. Mis Quarterly,2003,27(1):51-90.
48 Sia C L, Kai H L, Leung K, et al. Web Strategies to Promote Internet Shopping:Is Cultural-Customization Needed?[J]. Mis Quarterly, 2009, 33(3):491-512.
49 Mueller J S, Kamdar D. Why seeking help from teammates is a blessing and a curse:a theory of help seeking and individual creativity in team contexts[J]. J Appl Psychol, 2011,96(2):263-76.
50 Boudreaux E D, Moon S, Baumann B M, et al. Intentions to Quit Smoking:Causal Attribution, Perceived Illness Severity, and Event-Related Fear During an Acute Health Event[J]. Annals of Behavioral Medicine, 2010, 40(3):350-355.
51 Moran P. Attachment style, ethnicity and help-seeking attitudes among adolescent pupils[J]. British Journal of Guidance&Counselling, 2007, 35(2):205-218.
52 Keil M, Tan B C Y, Wei K K, et al. A Cross-cultural Study on Escalation of Commitment Behavior in Software Projects[J].M is Quarterly,2000,(9):299-325.
2 Jie M G, Gao G, Agarwal R. The creation of social value:Can an online health community reduce rural–urban health disparities?[J]. Mis Quarterly, 2016, 40(1):247-263.
3 Andreassen H K, Trondsen M, Kummervold P E, et al. Patients who use e-mediated communication with their doctor:new constructions of trust in the patient-doctor relationship[J]. Qualitative Health Research, 2006, 16(2):238.
4 张星,夏火松,陈星,等.在线健康社区中信息可信性的影响因素研究[J].图书情报工作, 2015, 59(22):88-96.
5 CaiataZufferey M, Abraham A, Sommerhalder K, et al. Online health information seeking in the context of the medical consultation in Switzerland[J].Qual Health Res, 2010, 20(8):1050-1061.
6 吴江,李姗姗.在线健康社区用户信息服务使用意愿研究[J].情报科学, 2017,(4):119-125.
7 邓朝华,洪紫映.在线医疗健康服务医患信任影响因素实证研究[J].管理科学, 2017,30(1):43-52.
8 Crook B, Love B. Examining the Light and Dark of an Online Young Adult Cancer Support Community[J]. Qualitative Health Research, 2016, 27(6):938.
9 Ybarra M L, Suman M. Help seeking behavior and the Internet:a national survey[J]. International Journal of Medical Informatics, 2006, 75(1):29.
10 Arefadib G, O’Hanlon P, Fullarton K, et al. A qualitative study of online mental health information seeking behaviour by those with psychosis[J]. Bmc Psychiatry, 2016, 16(1):1-10.
11 Peddie K A, Kelly-Campbell R J. How people with hearing impairment in New Zealand use the Internet to obtain information about their hearing health[J]. Computers in Human Behavior, 2017,(73):141-151.
12 Zhang X, Guo X, Wu Y, et al. Exploring the Inhibitors of Online Health Service Use Intention:A Status Quo Bias Perspective[J].Information&Management,2017,54(8):987-997.
13 Yan Z, Guo X, Lee M K O, et al. A conceptual model of technology features and technostress in telemedicine communication[J]. Information Technology&People, 2013, 26(3):283-297.
14 Hualong Yang,Xitong Guo, Tianshi Wu. Exploring the influence of the online physician service delivery process on patient satisfaction[J].Decision Support Systems,2015, 78(C):113-121.
15 刘娟,郑君君,吴江.在线医疗网站患者选择医生的影响因素实证研究[J].医学信息学杂志, 2017, 38(5):48-51.
16 车小玲.消费者对移动医疗的信任及其采纳研究[D].长沙:中南大学, 2013.
17 周晓英,蔡文娟.大学生网络健康信息搜寻行为模式及影响因素[J].情报资料工作,2014,(4):50-55
18 Lewis WA. Economic Development with Unlimited Supplies of Labour[J].The Manchester School of Economic and Social Studies,1954,22(2):139-191.
19 Zhang X, Guo X, Lai K H, et al. From offline healthcare to online health service:The role of offline healthcare satisfaction and habits[J]. Journal of Electronic Commerce Research, 2017, 18(2):138-154.
20 Hanson J A, Benedict J A. Use of the Health Belief Model to examine older adults'food-handling behaviors.[J]. Journal of Nutrition Education&Behavior, 2002, 34(Suppl):S25-S30.
21 Hung M C, Jen W Y. The Adoption of Mobile Health Management Services:An Empirical Study[J]. Journal of Medical Systems, 2012, 36(3):1381-1388.
22 Keaveney, S. M. Customer Switching Behavior in Service Industries:An Exploratory Study[J]. Journal of Marketing,1995,59(4):71-82.
23 王鑫.我国医疗费用增长的因素分析与控制策略[D].沈阳:辽宁大学, 2013.
24 王晶.加拿大中国老年移民医疗资源利用与障碍[D].天津:天津医科大学, 2011.
25 朱琳鸿,钱辉,陈海啸,等.患者就医等候时间、就医便利性和就医感知价值关系研究[J].中国农村卫生事业管理, 2010, 30(9):736-739.
26 崔香芬,姚兆余.农民就医过程中关系资本运作的行动逻辑——以江苏省A县X村为个案[J].中国农业大学学报社会科学版, 2010, 27(4):49-55.
27 张喜征,刘琛,张人龙.基于可替代产品竞争的双渠道供应链定价与协调[J].软科学,2016, 30(3):121-125.
28 Laugesen J, Hassanein K, Yuan Y. The Impact of Internet Health Information on Patient Compliance:A Research Model and an Empirical Study[J].Journal of Medical Internet Research, 2015, 17(6):e143.
29 Zhu Z, Bernhard D, Gurevych I. A Multi-Dimensional Model for Assessing the Quality of Answers in Social Q&A Sites[C]//Technische Universit?t Ukp Lab, 2009:264-265.
30 Sun Y. Understanding the Acceptance of Mobile Health Services:A Comparison and Integration of Alternative Models[J]. Journal of Electronic Commerce Research,2013, 14(2):183-200.
31 严春美.移动医疗服务用户采纳意愿影响因素研究[D].哈尔滨:哈尔滨工业大学, 2012.
32 张敏,唐国庆,张艳.基于S-O-R范式的虚拟社区用户知识共享行为影响因素分析[J].情报科学,2017,35(11):149-155.
33 Bowlby J M. Attachment and Loss:Attachment[M].New York:Basic Books,1969:595-599.
34 Lopez F G. Contemporary attachment theory:an Introduction with implications for counseling psychology[J]. The Counseling Psychologist,1995, 23(3):295-415.
35 Rowe,A.&Carnelley,K.B.Attachment style differences in the processing of attachment-relevant information:Primed-style effects on recall, interpersonal expectations,and affect[J].Personal Relationships, 2003,10(1), 59–75.
36 Thomson M, Macinnis D J, Park C W. The Ties That Bind:Measuring the Strength of Consumers’Emotional Attachments to Brands[J]. Journal of Consumer Psychology,2005, 15(1):77-91.
37 吴佳煇,林以正.依恋型态对网路他人信任感与网路自我确定度之影响[J].资讯社会研究,2005,(9):325-342.
38 姜岩,董大海.基于依恋理论的消费者与网络商店关系持续机制探究[J].商业经济与管理, 2015,(4):53-62.
39 陈陈.依恋:理解成就动机个体差异的切入点[J].南京社会科学, 2017,(6):125-135.
40 Mcclellan M. Reforming payments to healthcare providers:the key to slowing healthcare cost growth while improving quality?[J]. Journal of Economic Perspectives, 2011, 25(2):69-92.
41 Heo S, Moser D K, Riegel B, et al. Testing the psychometric properties of the Minnesota Living with Heart Failure questionnaire.[J]. Nursing Research, 2005, 54(4):265-272.
42 Ajzen I, Madden T J. Prediction of goal-directed behavior:Attitudes, intentions, and perceived behavioral control[J].Journal of Experimental Social Psychology, 1986, 22(5):453-474.
43 Ozturk A B, Bilgihan A, Nusair K, et al. What keeps the mobile hotel booking users loyal? Investigating the roles of self-efficacy, compatibility, perceived ease of use, and perceived convenience[J]. International Journal of Information Management, 2016, 36(6):1350-1359.
44 Pogrebnyakov N, Buchmann M. The role of perceived substitution and individual culture in the adoption of electronic newspapers in Scandinavia[J]. Information Research, 2014,19(3):1368-1613.
45 Au N, Ngai E W T, Cheng T C E. Extending the Understanding of End User Information Systems Satisfaction Formation:An Equitable Needs Fulfillment Model Approach[J]. Mis Quarterly, 2008, 32(1):43-66.
46 Ratchford B T, DebabrataTalukdar, Myung-SooLee. The Impact of the Internet on Consumers'Use of Information Sources for Automobiles:A Re-Inquiry[J]. Journal of Consumer Research, 2007, 34(1):111-119.
47 Gefen D, Karahanna E, Straub D W. Trust and TAM in Online Shopping:An Integrated Model[J]. Mis Quarterly,2003,27(1):51-90.
48 Sia C L, Kai H L, Leung K, et al. Web Strategies to Promote Internet Shopping:Is Cultural-Customization Needed?[J]. Mis Quarterly, 2009, 33(3):491-512.
49 Mueller J S, Kamdar D. Why seeking help from teammates is a blessing and a curse:a theory of help seeking and individual creativity in team contexts[J]. J Appl Psychol, 2011,96(2):263-76.
50 Boudreaux E D, Moon S, Baumann B M, et al. Intentions to Quit Smoking:Causal Attribution, Perceived Illness Severity, and Event-Related Fear During an Acute Health Event[J]. Annals of Behavioral Medicine, 2010, 40(3):350-355.
51 Moran P. Attachment style, ethnicity and help-seeking attitudes among adolescent pupils[J]. British Journal of Guidance&Counselling, 2007, 35(2):205-218.
52 Keil M, Tan B C Y, Wei K K, et al. A Cross-cultural Study on Escalation of Commitment Behavior in Software Projects[J].M is Quarterly,2000,(9):299-325.
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