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
本文于2020年7月發表于Information & Management,57(5)，該刊為學院英文B+類獎勵期刊， 高寶俊為本文通訊作者?；诖河赆t生App中35,597例在線問診的音頻數據，文章研究了在線健康咨詢社區中醫生的語音特征，如語速、頻譜質心對病人問診滿意度的影響，以及醫生社會資本的調節作用。