ABSTRACT
This study holistically examined the effects of healthcare providers’ or physicians’ communication skills on their patients’ continuous usage intention, which may influence the perception of a patient's cognitive trust. A total of 1,300 questionnaires were distributed, of which 253 valid response samples were analyzed. The results showed that a physician's communication skills had a positive effect on a patient's cognitive trust. Furthermore, the patient's cognitive trust was found to have a positive effect on continuous usage intention. This suggests that patients can develop cognitive trust and that the doctor-patient relationship can be consequently maintained, if the doctors listen to their patients and perceive their implicit thoughts and feelings from their behaviors.
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No potential conflict of interest was reported by the author(s).
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Changjoon Lee
Changjoon Lee holds a bachelor’s degree in Economics from Michigan State University, and a master’s degree from Sogang University, majoring in LSOM (Logistics, Services, Operations Management). Currently, he is working on a doctorate in LSOM, at Sogang University. His areas of interest are in Operations Management and Health Care Management.