The effect of technical and functional quality on online physician selection: Moderation effect of competition intensity

作者：

Highlights：

• Service quality cues embedded in textual reviews are important market signals.

• Propose a sentiment analysis method to extract two-dimensional service quality.

• Functional quality and technical quality influence online physician selection.

• Competitive intensity reinforces the effectiveness of signals in textual reviews.

• Identify a boundary condition for the moderating effect of competitive intensity.

摘要

•Service quality cues embedded in textual reviews are important market signals.•Propose a sentiment analysis method to extract two-dimensional service quality.•Functional quality and technical quality influence online physician selection.•Competitive intensity reinforces the effectiveness of signals in textual reviews.•Identify a boundary condition for the moderating effect of competitive intensity.

论文关键词：Online health consultation platforms,Unstructured reputational information,Sentiment analysis,Textual review mining,Market competition

论文评审过程：Received 11 December 2021, Revised 29 April 2022, Accepted 1 May 2022, Available online 18 May 2022, Version of Record 18 May 2022.

论文官网地址：https://doi.org/10.1016/j.ipm.2022.102969