DocumentCode :
2368892
Title :
Exploring evidence-based medicine acceptance process based on a perspective of customer experience management
Author :
Chiu, Wen-Hong ; Chiu, Huan-Neng ; Cheng, Bor-Wen ; Chi, Hui-Ru ; Chu, Frank Li-Sheng
Author_Institution :
Dept. of Bus. Adm., Asia Univ., Taichung, Taiwan
fYear :
2011
fDate :
25-27 June 2011
Firstpage :
1
Lastpage :
6
Abstract :
This study aims to explore evidence-based medicine (EBM) acceptance process of physicians. The perspective of customer experience management is applied to this study. A total of 32 in-depth interviews were conducted with 23 key informants and analyzed using the techniques of grounded theory. The result shows the acceptance process consisting of six stages: 1) perceived instrumental advantage; 2) perceived emotional advantage; 3) perceived anxiety; 4) communication improvement; 5) behavior influence; 6) omnipotent myth. This study provides an effective management strategy for hospital managers to diffuse an EBM system.
Keywords :
customer relationship management; health care; medicine; behavior influence; communication improvement; customer experience management; evidence-based medicine acceptance process; grounded theory; hospital managers; interviews; omnipotent myth; perceived anxiety; perceived emotional advantage; perceived instrumental advantage; physicians; Appraisal; Databases; Hospitals; Instruments; Interviews; Systematics; customer experience management; evidence-based medicine; grounded theory; innovation diffusion; technology acceptance;
fLanguage :
English
Publisher :
ieee
Conference_Titel :
Service Systems and Service Management (ICSSSM), 2011 8th International Conference on
Conference_Location :
Tianjin
ISSN :
2161-1890
Print_ISBN :
978-1-61284-310-0
Type :
conf
DOI :
10.1109/ICSSSM.2011.5959429
Filename :
5959429
Link To Document :
بازگشت