The utility obtained by the consumer as a result of interdependent activities based on the client-client relationship and which materialize in a physical, mental and social welfare.
Published in Chapter:
Emotional Intelligence and Customer Satisfaction of Online Health Information
Ionica Holban (European Academy of the Regions, Belgium), Ioana Duca (Titu Maiorescu University, Romania), Rodica Gherghina (The Bucharest University of Economic Studies, Romania), Diana Andreea Mândricel (Titu Maiorescu University, Romania), and Elena Denisa Nicolescu (Valahia University, Romania)
Copyright: © 2021
|Pages: 10
DOI: 10.4018/978-1-7998-3473-1.ch155
Abstract
Today, more than ever, the consumer has become the centre of these concerns, and health information technology is seen as an integrated function of the work of health care institutions. Therewith, emotional intelligence equips the employee with the attitude needed for a customer service position. This paper aims to study online health service qualities and other underlying factors that influence customers' behavioural intentions towards using online health information in Romania. The empirical research builds on a survey with a sample of 850 consumers, using a questionnaire which analyses the customers' satisfactions of online health information. The results show that the major objective behind this digitalization health is to attract more customers, improve their satisfactions, and encourage loyalty towards online health information delivery channels. Romania providers often use the quality of online health services as a means of differentiation for their survival in the competitive environment as well as to gain a competitive edge.