说服
健康传播
服务(商务)
封面(代数)
质量(理念)
心理学
医疗保健服务
领域(数学分析)
工作(物理)
公共关系
医疗保健
计算机科学
知识管理
业务
营销
社会心理学
沟通
政治学
法学
哲学
数学分析
工程类
认识论
机械工程
数学
作者
Jonah Berger,Grant Packard
标识
DOI:10.1177/10946705231194075
摘要
Communication plays an integral role in service interactions and language shapes how service agents talk to customers, salespeople talk to prospects, and chatbots talk to consumers. But as Danaher, Berry, Howard, Moore, and Attai (2023) note, given healthcare’s impact on quality of life, it’s a particularly important domain to study effective communication. Their useful review and framework should help medical professionals improve patient interactions and encourage future research. That said, one paper can only cover so much ground, and there are several additional areas that deserve further attention. Building on their framework, we offer some additional areas for future work, including how to use language to better understand patients, how communication mediums (e.g., writing vs. speaking or online portals vs. email) shape what gets communicated, and how effective communication depends on the interaction’s goals (e.g., persuasion vs. medical adherence).
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