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 IT-Enabled Services in Online Healthcare Platforms |  | ZHAO Anqi PhD Candidate
School of Computing and Information Systems
Singapore Management University
| Research Area Dissertation Committee Research Advisor Committee Members External Member - SONG Tingting, Associate Professor of Information Systems, Department of Information Technology and Innovation, Shanghai Jiao Tong University
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| | Date 17 April 2025 (Thursday) | Time 2:00pm - 3:00pm | Venue Meeting room 4.4,
Level 4
School of Computing and Information Systems 1,
Singapore Management University,
80 Stamford Road
Singapore 178902 | Please register by 16 April 2025. We look forward to seeing you at this research seminar. 
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| | ABOUT THE TALK Despite the growing prevalence of IT-enabled applications and interventions, online healthcare platforms (OHPs) face notable challenges in addressing technological and informational barriers, maintaining patient and physician engagement, and ensuring quality of care. To address these challenges, this dissertation examines the impact of IT-enabled services in OHPs across key stages of the healthcare service process—preconsultation, consultation, and postconsultation. In the preconsultation stage, the findings reveal that preconsultation, significantly increases the consultation physician’s response speed, support abundance, and informational support. However, because emotional support is the primary driver of patient satisfaction, these service improvements do not translate into higher patient satisfaction. After controlling for service delivery outcomes, preconsultation directly decreases patient satisfaction due to perceived delay in accessing the consultation physician.
During the consultation stage, the results show that online service reviews incentivize physicians to improve their response speed and informational support, but not emotional support. This improvement is driven by positive online service reviews instead of negative ones. Furthermore, providing online service reviews leads to decreased physician performance in a patient’s subsequent consultations. In the postconsultation stage, adopting online follow-ups leads to more offline appointments primarily through physical integration and more online consultations through informational integration. More importantly, our patient-level analyses show that after a physician adopts online follow-ups, new patients are more likely to choose the physician’s offline services. However, experiencing online follow-ups encourages existing patients to use more online services and fewer offline services provided by the same physician, suggesting that online follow-ups instill an increased preference for the online channel among repeated patients. | | | SPEAKER BIOGRAPHY Anqi ZHAO is a PhD candidate at the School of Computing and Information Systems, Singapore Management University. Her research focuses on social media and networks, cross-channel effects, and online healthcare platforms. Her work has been published in IS journals such as Information Technology & People and presented at major IS conferences, such as International Conference on Information Systems, Pacific Asia Conference on Information Systems, and Conference on Information Systems and Technology. |
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