Journal of General Management

Following the restrictions on movement imposed during the COVID-19 pandemic, the greater demands placed on physicians and many healthcare infrastructures, a large number of health teleconsultation platforms have emerged around the world. The aim of this paper is to obtain a better understanding of the acceptance of teleconsultation platforms by patients. To this end, a survey of 1273 patients was carried out using a teleconsultation platform during the pandemic period in France (from 9 July to 29 October 2020). The questionnaire mobilized existing scales to measure Satisfaction, Perceived Justice and, finally, the intention to disseminate by Word-Of-Mouth (WOM). Data were analysed using a Partial Least Squares approach. The study confirms the impact of Distributive, Informational and Procedural Justice on Satisfaction and the impact of Distributive and Informational Justice on WOM. The findings emphasize the influence of Satisfaction on WOM. The results detect a mediating effect of Satisfaction on WOM and moderating effects of gender, age and long-standing use. This research contributes to both theoretical and practical COVID-19 research and may be used by healthcare professionals to develop teleconsultation services, one of the means of supporting interaction and satisfying patients’ treatment requirements during the pandemic.

The article investigates organisational drivers and restrainers of innovation in hospitals on the background of different institutional logics. It presents evidence from a multiple case study in Polish hospitals, which reveals different dynamics on the micro-, meso- and macro-level of organisations in enabling and implementing new procedures and technologies. In particular, the study documents an ambiguous influence of medical professionalism as a specific logic in the healthcare sector, which can affect innovation positively as well as negatively. The article therefore proposes a managerial framework based in innovation action commitment to control the effects of professionalism in healthcare.

The ubiquitous healthcare sector requires a variegated set of emerging innovations and advanced technologies in the healthcare sector. Healthcare stakeholders in a turbulent marketplace continuously strive to maintain relevance; thus, the healthcare robotics notion has emerged to become a game-changer in the human realm. These emerging systems provide new possibilities to create a core value for stakeholders, specifically care providers and care receivers, in the turbulent environment. Although robotics is moving forward in healthcare, human inertia and apprehension are still anchors exerting robotics. Human behaviors and attitudes may change with time and in different circumstances. This paper aims to contribute a new perspective to the patients’ degree of apprehensions—trust, ethical, privacy, and legal concerns—which affect their behavioral intentions toward robotics adoption in healthcare by considering the moderating effect of social crises, including the aging and COVID-19 pandemic. The brink of a robotic era is encountered with challenges, including the aging population and COVID-19 for public and private healthcare stakeholders worldwide. Hence, this study’s essential support is to investigate emerging technology adoption and hurdles to ascertain how the patients’ behavioral intentions might affect robotic adoption in healthcare. Furthermore, this paper examines the anchors’ factors that affect individual behavioral intentions to successfully propose remedies to embed robotics in the human realm. The results indicate that trust, privacy, and ethical concerns are direct predictors of behavioral intentions toward robotic adoption. Moreover, behavioral intentions toward robotics adoption significantly affect the actual use of robotics in the healthcare industry in the future. Furthermore, social inertia, including aging and pandemics, significantly and positively affects behavioral intentions toward healthcare robotic adoption and use. Finally, both aging and pandemic positive interactions affect actual robotic use in the future of the healthcare industry.

This paper aims to address the topic of performance measurement in the healthcare industry by exploring the comprehension of the effects of dramatic and seamless digital evolution on the context itself. Our study aims to open new avenues of research hinged on three main topics: the digital transformation of the healthcare industry, the use of a digital platform in cancer networks, and the basis for structuring key performance indicators to monitor healthcare performance in the cancer networks effectively. The results shed light on the key role of digital platforms in KPIs constructions to assess healthcare performance. By exploring and merging the mentioned topics, we build a conceptual framework about the possible drivers for measuring healthcare performance, leading to the provision of instant care with a high degree of preventive capacity and decreasing costs. Our conceptual study could be useful for policymakers, practitioners, and academics interested in this area. From a theoretical point of view, the study offers valuable insights into two main fields: digital transformation in healthcare and performance measurement. It is a valuable tool for healthcare managers to redefine strategies based on patients. Additionally, it emphasizes the importance of institutions’ contributions to promoting digitization. It is not without limits. The results can be context-sensitive. Future research can extend the analysis to compare results in different countries making results generalizable.