Study on the Use and Improvement of Mobile Healthcare Services Based on Service Encounter Theory
Zhao Dongxiang
Liu Yifan
Zhai Yunkai
Abstract：Objective To examine the intention of users to adopt mobile healthcare services from the perspective of service encounter theory,and to promote the improvement of mobile healthcare service quality.Methods Combining service encounter theory,perceived trust,and social presence,a model of user willingness to use mobile healthcare services is constructed.This model and its hypotheses are empirically tested using a questionnaire survey and structural equation modeling.Results It reveals that perceived trust significantly influences users'willingness to use mobile healthcare services.Moreover,word-of-mouth encounter,technical encounter,personal encounter,and social presence all impact perceived trust.In order of impact,these factors are personal encounter,technical encounter,social presence,and word-of-mouth encounter.Conclusion Based on the research findings,strategies for improving mobile healthcare services are proposed,including:bridging the digital divide and including marginalized groups,innovating technology applications and exploring Artificial Intelligence empowerment paths,enhancing multi-party collaboration to build a service ecosystem,and optimizing user relationships to convey brand value.
Keywords：mobile healthcare servicesservice encounter theorywillingness to use
Publication Date：2025-02-04
Online Publishing Date：2025-08-15(First online date of this platform, not the publication date of the document)
Pages：7( 62-68 )