医生咨询服务中信息和情感支持的交互影响:基于在线健康平台数据的实证分析  

The Interactive Effect of Informational and Emotional Support in Physicians' Consultation Services:Empirical Analysis Based on Online Health Platform Data

作　　者：司广森 刘汕 胡文轩 高昕瑞 刘笑笑 刘洋[2] 赵伟 SI Guangsen;LIU Shan;HU Wenxuan;GAO Xinrui;LIU Xiaoxiao;LIU Yang;ZHAO Wei(Business School,Zhengzhou University,Zhengzhou 450001,China;School of Management,Xi'an Jiaotong University,Xi'an 710049,China;System Behavior and Management Laboratory,Xi'an Jiaotong University,Xi'an 710049,China)

机构地区：[1]郑州大学商学院,河南郑州450001 [2]西安交通大学管理学院,陕西西安710049 [3]西安交通大学系统行为与管理实验室,陕西西安710049

出　　处：《工程管理科技前沿》2025年第1期28-35,共8页Frontiers of Science and Technology of Engineering Management

基　　金：国家自然科学基金重点资助项目(72032006);国家自然科学基金重大研究计划培育项目(91646113);国家自然科学基金资助项目(72471186);国家自然科学基金青年资助项目(72301208)。

摘　　要：本文基于社会支持理论构建了医生信息和情感支持交互研究模型,探究医生针对疾病状况、疾病治疗和疾病结果阶段提供的疾病风险、专业知识和预期健康结果信息对患者正向反馈的影响,以及医生的积极情感的调节作用及其对患者正向反馈的直接影响。本文选取一家领先的在线健康平台上的医生咨询服务数据作为研究样本,发现医生提供的三个阶段的疾病信息能够促进患者正向反馈,且被医生的积极情感加强。研究结果揭示了医生信息支持和情感支持的交互作用,拓展了社会支持理论的范畴,也有助于医生和平台管理者提高医患交互效果。Online health platforms provide an important channel for physicians with consulting service to patients.If physicians do not use appropriate emotions to convey different disease information,they may not be able to provide effective informational and emotional support to patients,thereby reducing positive feedback from patients.The question of the interaction between physicians' informational and emotional support has not been explored,especially how it triggers positive feedback from patients.Physicians provide the information on the disease risk,professional knowledge,and expected health outcome corresponding to the disease status,treatment,and outcome stages of the disease treatment process,respectively.The three-stage disease information is an important cue for patients to search for,and may have different effects on patients' positive feedback.The three-stage disease information may be helpful for patients to understand and treat their diseases and meet their consultation expectations.On the contrary,it may not meet the high-personalized consultation needs of patients.Therefore,it is a "double-edged sword" for patients' positive feedback.In addition,physicians use specific emotion to convey various disease information,which may evoke different feedback from patients.The congruence of physicians' emotion and three-stage disease information may affect patients' positive feedback.In particular,physicians' positive emotion help alleviate the psychological pressure of patients and may increase the validity of threestage disease information.Therefore,physicians positive emotion may directly affect patients' positive feedback and have a moderating effect on the effect of three-stage disease information.This study constructs a research model on the interaction between physicians' informational and emotional support based on social support theory,exploring the effect of three-stage disease information on patients' positive feedback,as well as the moderating and direct effects of physicians' positive emotion.We collect

关 键 词：在线健康平台 医生咨询服务 医患交互 社会支持理论 患者反馈 

分 类 号：C936[经济管理—管理学]