TY - CHAP

T1 - Physician-rating platforms: How does your doctor feel?

AU - Abramova, Olga

AU - Veltri, Natasha

AU - Krasnova, Hanna

AU - Kiatprasert, Sirima

AU - Buxmann, Peter

N1 - Conference code: 22

PY - 2016/8/11

Y1 - 2016/8/11

N2 - Consumer review platforms have enjoyed success in retail, restaurant, hospitality and travel industries as a powerful quality tracking and information sharing tool. Consumer reviews of professional services are also popular, albeit different from reviews of an impersonal product or service. Public reviews of professional services inevitably link professional’s reputation to his or her identity as a private individual. This exploratory study focuses on healthcare professional services and physician-ranking platforms because the validity of these platforms and the applicability of the standard review system to medical industry has been frequently questioned. Analyzing survey responses from Swiss medical practitioners, this paper attempts to reconcile divergent interests of patients and physicians and to identify medical services evaluation criteria that should be incorporated into design of physician-rating platforms. While physicians accept evaluations of their friendliness, and office waiting time, general atmosphere, medical staff, location and cleanliness, they oppose consumer evaluation of their clinical competences.

AB - Consumer review platforms have enjoyed success in retail, restaurant, hospitality and travel industries as a powerful quality tracking and information sharing tool. Consumer reviews of professional services are also popular, albeit different from reviews of an impersonal product or service. Public reviews of professional services inevitably link professional’s reputation to his or her identity as a private individual. This exploratory study focuses on healthcare professional services and physician-ranking platforms because the validity of these platforms and the applicability of the standard review system to medical industry has been frequently questioned. Analyzing survey responses from Swiss medical practitioners, this paper attempts to reconcile divergent interests of patients and physicians and to identify medical services evaluation criteria that should be incorporated into design of physician-rating platforms. While physicians accept evaluations of their friendliness, and office waiting time, general atmosphere, medical staff, location and cleanliness, they oppose consumer evaluation of their clinical competences.

KW - Financial fraud

KW - Fraud detection

KW - Leading effect

KW - Social media

KW - Text mining

KW - Physician-rating platforms

KW - Physicians

KW - Business informatics

KW - Online review platforms

KW - Informatics

UR - http://aisel.aisnet.org/amcis2016/EndUser/

UR - http://dblp2.uni-trier.de/db/conf/amcis/amcis2016.html

UR - http://www.scopus.com/inward/record.url?scp=84987622051&partnerID=8YFLogxK

M3 - Article in conference proceedings

T3 - Proceedings of the Americas Conference on Information Systems (AMCIS)

BT - AMCIS 2016 Proceedings

PB - AIS eLibrary

CY - Atlanta

T2 - Americas Conference on Information Systems - AMCIS 2016

Y2 - 11 August 2016 through 14 August 2016

ER -