The process of solving problems with self-service technologies: a study from the user’s perspective
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Communication extension assists health care organizations to empower patients to interact with health care professionals and organizations.
“Communication extension assists health care organizations to empower patients to interact with health care professionals and organizations [66].”
From Improving the Theoretical Understanding Toward Patient-Driven Health Care Innovation Through Online Value Cocreation: Systematic Review (2020) · cites this paper as [66]
OHCs offer a mechanism for value cocreation among stakeholders with minimal time and cost restriction.
“In essence, communication extension brings the patients into focus, and OHCs offer a mechanism for value cocreation among stakeholders with minimal time and cost restriction [17,19,46,66-75].”
From Improving the Theoretical Understanding Toward Patient-Driven Health Care Innovation Through Online Value Cocreation: Systematic Review (2020) · cites this paper as [66]
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- Authors
- Nili, A., Tate, M., & Johnstone, D.
- Affiliations
- Queensland University of Technology (AU)
- Victoria University of Wellington (NZ)
- Corresponding author
- Nili, Alireza
- Venue
- Electronic Commerce Research
- Published
- 2018-04-17
- Volume
- 19
- Issue
- 2
- Pages
- 373-407
- ISSN
- 1389-5753 (ISSN-L)
- 1572-9362
- OpenAlex
- W2801260502
- Cited by
- 21
- References
- 101
- Citations by year
- 2025: 3 · 2024: 1 · 2023: 2 · 2022: 3 · 2021: 6 · 2020: 2 · 2019: 1 · 2018: 3
- FWCI
- 4.96
- Type
- journal article
- Language
- en
- Open access
- green
- eprints.qut.edu.au
- Licence
- www.springer.com/tdm (tdm)
- Locations
- Electronic Commerce Research (publishedVersion)
- QUT ePrints (Queensland University of Technology) (submittedVersion)
- RePEc: Research Papers in Economics (submittedVersion)
- Topics
- Social Sciences › Business, Management and Accounting › Organizational Behavior and Human Resource Management › Customer Service Quality and Loyalty
- Social Sciences › Decision Sciences › Information Systems and Management › Technology Adoption and User Behaviour
- Physical Sciences › Computer Science › Artificial Intelligence › AI in Service Interactions
- Keywords
- self-service technology, problem resolution, user expectations, user complaints, problem-solving theory, process theory
About these checks
Registry, retraction, Cites and statistics results are computed, not judged, with one exception: a printed reference that no index lists is read once by a model before it counts as a citation error. Claims are extracted by a model and kept only when their quote appears verbatim in the text; each cited source is then checked, with a model’s help, for whether it says what the claim relies on. Those verdicts can be wrong — read the claim’s quote and the cited source before relying on one.
Statistics and arithmetic are recomputed, not judged.
Confidence bands are shown only for fields calibrated on our annotated test set. None is calibrated yet, so no band is shown.
What counts as a claim ›How we measure confidence ›How we check this ›
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