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Language discordance and technological mediation in healthcare service encounters : a contrastive experiment

July De Wilde (UGent) , Ellen Van Praet (UGent) and Yves Van Vaerenbergh (UGent)
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Abstract
This chapter reports on the design and implementation of a multilingual, mobile app to facilitate the communication in language discordant service encounters (SE). It describes the results of a two-group between-subjects experiment, in which respondents (N=20) were randomly assigned to either a SE with app (N=11), or a SE without app (N=9). The research builds on the hypothesis that technological mediation facilitates the transfer of information. To verify this hypothesis, it relies on qualitative and quantitative research data: (i) SERVQUAL satisfaction questionnaires and (ii) interaction analysis of video-recorded SEs. The findings address concerns of lengthened visit time, reduced eye contact and additional training needs. The chapter closes with brief guidelines for unlocking the potential of mHealth in language discordant SEs.
Keywords
mHealth, TMC (technology-mediated communication), TFC (technology-facilitated communication), Service encounter, Service quality, SERVQUAL, Two-group between-subjects experiment, Mixed method, Multilingualism

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Chicago
De Wilde, July, Ellen Van Praet, and Yves Van Vaerenbergh. 2019. “Language Discordance and Technological Mediation in Healthcare Service Encounters : a Contrastive Experiment .” In Technology Mediated Service Encounters, ed. Pilar Garcés-Conejos Blitvich, Lucía Fernández-Amaya, and María de la O. Hernández López, 300:17–44. Amsterdam: John Benjamins.
APA
De Wilde, J., Van Praet, E., & Van Vaerenbergh, Y. (2019). Language discordance and technological mediation in healthcare service encounters : a contrastive experiment . In P. Garcés-Conejos Blitvich, L. Fernández-Amaya, & M. de la O. Hernández López (Eds.), Technology mediated service encounters (Vol. 300, pp. 17–44). Amsterdam: John Benjamins.
Vancouver
1.
De Wilde J, Van Praet E, Van Vaerenbergh Y. Language discordance and technological mediation in healthcare service encounters : a contrastive experiment . In: Garcés-Conejos Blitvich P, Fernández-Amaya L, Hernández López M de la O, editors. Technology mediated service encounters. Amsterdam: John Benjamins; 2019. p. 17–44.
MLA
De Wilde, July, Ellen Van Praet, and Yves Van Vaerenbergh. “Language Discordance and Technological Mediation in Healthcare Service Encounters : a Contrastive Experiment .” Technology Mediated Service Encounters. Ed. Pilar Garcés-Conejos Blitvich, Lucía Fernández-Amaya, & María de la O. Hernández López. Vol. 300. Amsterdam: John Benjamins, 2019. 17–44. Print.
@incollection{8517797,
  abstract     = {This chapter reports on the design and implementation of a multilingual, mobile app to facilitate the communication in language discordant service encounters (SE). It describes the results of a two-group between-subjects experiment, in which respondents (N=20) were randomly assigned to either a SE with app (N=11), or a SE without app (N=9). The research builds on the hypothesis that technological mediation facilitates the transfer of information. To verify this hypothesis, it relies on qualitative and quantitative research data: (i) SERVQUAL satisfaction questionnaires and (ii) interaction analysis of video-recorded SEs. The findings address concerns of lengthened visit time, reduced eye contact and additional training needs. The chapter closes with brief guidelines for unlocking the potential of mHealth in language discordant SEs.
},
  author       = {De Wilde, July and Van Praet, Ellen and Van Vaerenbergh, Yves},
  booktitle    = {Technology mediated service encounters},
  editor       = {Garcés-Conejos Blitvich, Pilar and Fernández-Amaya, Lucía and Hernández López, María de la O. },
  isbn         = {9789027202123},
  keywords     = {mHealth,TMC (technology-mediated communication),TFC (technology-facilitated communication),Service encounter,Service quality,SERVQUAL,Two-group between-subjects experiment,Mixed method,Multilingualism},
  language     = {eng},
  pages        = {17--44},
  publisher    = {John Benjamins},
  series       = {Pragmatics & Beyond New Series},
  title        = {Language discordance and technological mediation in healthcare service encounters : a contrastive experiment },
  url          = {http://dx.doi.org/10.1075/pbns.300.01dew},
  volume       = {300},
  year         = {2019},
}

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