全渠道
知识管理
业务
背景(考古学)
医疗保健
供应链
生产力
质量(理念)
营销
供应链管理
服务(商务)
资源(消歧)
桥(图论)
过程管理
计算机科学
经济
哲学
认识论
经济增长
医学
古生物学
计算机网络
宏观经济学
内科学
生物
作者
Amelie Abadie,Mélanie Roux,Soumyadeb Chowdhury,Prasanta Kumar Dey
标识
DOI:10.1016/j.jbusres.2023.113866
摘要
Digitalization in the health care sector has led to growth of communication channels and customer touchpoints within these channels. In this context, omnichannel integration quality (OIQ) aims to provide seamless service experience across multiple channels, where adoption of artificial intelligence (AI) will play a vital role. The existing research has primarily focused on the consumer space which leads to a gap in our understanding on the role of organisational intangible resources, employees, and AI adoption to achieve OIQ and business productivity. To bridge this gap, we use resource-based view and socio-technical systems as theoretical lenses for developing a theoretical model, which is tested by surveying 170 healthcare professionals in Ghana. Our findings highlight the importance of developing strategies that will help translate organisational resources into capabilities focusing on the employee-technology interface for effective omnichannel management and integration.
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