Liu, S., Zhang, M., Baojun Gao*, & Jiang, G.

Publication:

Information & Management

Abstract:

This study examines the collective effects of voice and physician characteristics on patient satisfaction based on 35,597 voice-based medical services provided by physicians in a mobile health community. Results show patient satisfaction is positively influenced by the physician’s speech rate but negatively affected by the average spectral centroid of consultation voice. A fast speaker and speech with neural emotion are more likely to be associated with higher patient satisfaction than a slow speaker and speech with low and high emotion states. However, these effects are weak for physicians with high professional capital, which suggests a substitute role for voice characteristics.

Keywords:Mobile consultation; Voice characteristic; Speech rate; Average spectral centroid; Patient satisfaction; Professional capital

Link：https://www.sciencedirect.com/science/article/abs/pii/S0378720618306888