Journal
INTERNATIONAL JOURNAL OF HEALTHCARE MANAGEMENT
Volume 12, Issue 3, Pages 218-225Publisher
ROUTLEDGE JOURNALS, TAYLOR & FRANCIS LTD
DOI: 10.1080/20479700.2018.1498220
Keywords
Success factors for technology-based service encounters; AI (artificial intelligence); healthcare management; robots in healthcare; innovation
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The technology-based service encounter has received significant attention with the advance of technology, especially artificial intelligence robots, in the healthcare industry. In the technology-based service encounter, the technology as a service provider plays a critical role in succeeding the service encounter. The purpose of this study is to develop a framework for the success factors of a technology-based service encounter in the healthcare industry. Roles of subjects (human and technologies) and success factors in the encounter are reviewed and proposed. A systematic literature review supports the proposed framework, which explains success factors for technology-based service encounters in the healthcare industry.
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