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What's wrong with me? Concerns about online medical self-diagnosis
conference contribution
posted on 2009-01-01, 00:00 authored by Nichola RobertsonNichola Robertson, Paul HarrisonPaul HarrisonSelf-service technologies (SSTs) are becoming increasingly commonplace in healthcare. However, research on the customer (patient) experience in this context is rare. This paper focuses on online medical self-diagnosis, a type of e-health service. This SST can provide customers with benefits such as greater convenience and control, yet we argue that this form of do-it-yourself doctoring also raises concerns for customers. This paper contributes to the service domain by presenting research propositions on the potential negative implications for customers, and their antecedents, of online medical self-diagnosis. We propose that this form of self-diagnosis is related to harms, such as customer anxiety, customer willingness to bypass healthcare professionals, and self-medication. Future research opportunities are discussed, along with implications for policy and practice.
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Event
Australian and New Zealand Marketing Academy. Conference (2009 : Melbourne, Vic.)Publisher
Monash UniversityLocation
Melbourne, Vic.Place of publication
Melbourne, Vic.Start date
2009-11-30End date
2009-12-02ISBN-10
1863081585Language
engPublication classification
E1 Full written paper - refereedCopyright notice
2009, The AuthorsEditor/Contributor(s)
D TojibTitle of proceedings
ANZMAC 2009 : Sustainable management and marketing conferenceUsage metrics
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