Patient co-creation activities in healthcare service delivery at the micro level: The influence of online access to healthcare information

What is it about?

This study was triggered by the transformations observed in the delivery of health care at the micro level between the doctor and the patient. We took into account the increased access to information on the part of the patient and examined how this could change the dynamics of the service encounter in the consulting room. The findings suggest that patients' access to online information enhance the service engagement between the two actors and eventually positively influence the expected service outcomes including increased commitment to compliance and value outcomes.

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