Understanding contingencies associated with the early adoption of customer-facing web portals

Aaron Baird, Michael Furukawa, Raghu Santanam

Research output: Contribution to journalArticle

23 Citations (Scopus)

Abstract

Web-based portals extend many convenient and collaborative capabilities to consumers and are being adopted by small firms with ever greater frequency, especially in the context of health care. The early adoption of patient portals by ambulatory-care clinics (outpatient health providers) presents a unique opportunity to more fully understand the characteristics of supply-side adopters in a context where firms (ambulatory-care clinics) are extending digital services to consumers (patients). Using diffusion of innovations literature and contingency theory as the theoretical base, we expand upon the firm characteristics traditionally considered to be predictors of adoption (e.g., firm size, slack resources, competition, capabilities, and management support) and examine how demand contingencies, service contingencies, and learning externality contingencies affect patient portal adoption by ambulatory-care clinics in the United States. We find that early adopters often have a structure in place that provides support for innovations (e.g., part of integrated delivery systems), as would be predicted by diffusion of innovation theory. We also find, though, that service contingencies associated with continuity of care, learning externality contingencies associated with local influences, and select demand contingencies associated with the local market significantly influence patient portal adoption decisions. Our findings suggest that the adoption and diffusion of patient portals may be affected by more than traditionally considered "dominant" firm characteristics and provide insights into how such customer-facing systems may be affected by contingent factors.

Original languageEnglish (US)
Pages (from-to)293-324
Number of pages32
JournalJournal of Management Information Systems
Volume29
Issue number2
DOIs
StatePublished - Oct 1 2012

Fingerprint

Facings
Innovation
Health care
World Wide Web
Contingency
Health
Ambulatory care

Keywords

  • Adoption of innovations
  • Bivariate probit with sample selection
  • Demand contingencies
  • Factors of adoption
  • Learning externality contingencies
  • Patient portals
  • Service contingencies
  • Web portals

ASJC Scopus subject areas

  • Management Information Systems
  • Information Systems and Management
  • Management Science and Operations Research
  • Computer Science Applications

Cite this

Understanding contingencies associated with the early adoption of customer-facing web portals. / Baird, Aaron; Furukawa, Michael; Santanam, Raghu.

In: Journal of Management Information Systems, Vol. 29, No. 2, 01.10.2012, p. 293-324.

Research output: Contribution to journalArticle

@article{e6eccdbe0a0f4a27a24870e48b9ae866,
title = "Understanding contingencies associated with the early adoption of customer-facing web portals",
abstract = "Web-based portals extend many convenient and collaborative capabilities to consumers and are being adopted by small firms with ever greater frequency, especially in the context of health care. The early adoption of patient portals by ambulatory-care clinics (outpatient health providers) presents a unique opportunity to more fully understand the characteristics of supply-side adopters in a context where firms (ambulatory-care clinics) are extending digital services to consumers (patients). Using diffusion of innovations literature and contingency theory as the theoretical base, we expand upon the firm characteristics traditionally considered to be predictors of adoption (e.g., firm size, slack resources, competition, capabilities, and management support) and examine how demand contingencies, service contingencies, and learning externality contingencies affect patient portal adoption by ambulatory-care clinics in the United States. We find that early adopters often have a structure in place that provides support for innovations (e.g., part of integrated delivery systems), as would be predicted by diffusion of innovation theory. We also find, though, that service contingencies associated with continuity of care, learning externality contingencies associated with local influences, and select demand contingencies associated with the local market significantly influence patient portal adoption decisions. Our findings suggest that the adoption and diffusion of patient portals may be affected by more than traditionally considered {"}dominant{"} firm characteristics and provide insights into how such customer-facing systems may be affected by contingent factors.",
keywords = "Adoption of innovations, Bivariate probit with sample selection, Demand contingencies, Factors of adoption, Learning externality contingencies, Patient portals, Service contingencies, Web portals",
author = "Aaron Baird and Michael Furukawa and Raghu Santanam",
year = "2012",
month = "10",
day = "1",
doi = "10.2753/MIS0742-1222290210",
language = "English (US)",
volume = "29",
pages = "293--324",
journal = "Journal of Management Information Systems",
issn = "0742-1222",
publisher = "M.E. Sharpe Inc.",
number = "2",

}

TY - JOUR

T1 - Understanding contingencies associated with the early adoption of customer-facing web portals

AU - Baird, Aaron

AU - Furukawa, Michael

AU - Santanam, Raghu

PY - 2012/10/1

Y1 - 2012/10/1

N2 - Web-based portals extend many convenient and collaborative capabilities to consumers and are being adopted by small firms with ever greater frequency, especially in the context of health care. The early adoption of patient portals by ambulatory-care clinics (outpatient health providers) presents a unique opportunity to more fully understand the characteristics of supply-side adopters in a context where firms (ambulatory-care clinics) are extending digital services to consumers (patients). Using diffusion of innovations literature and contingency theory as the theoretical base, we expand upon the firm characteristics traditionally considered to be predictors of adoption (e.g., firm size, slack resources, competition, capabilities, and management support) and examine how demand contingencies, service contingencies, and learning externality contingencies affect patient portal adoption by ambulatory-care clinics in the United States. We find that early adopters often have a structure in place that provides support for innovations (e.g., part of integrated delivery systems), as would be predicted by diffusion of innovation theory. We also find, though, that service contingencies associated with continuity of care, learning externality contingencies associated with local influences, and select demand contingencies associated with the local market significantly influence patient portal adoption decisions. Our findings suggest that the adoption and diffusion of patient portals may be affected by more than traditionally considered "dominant" firm characteristics and provide insights into how such customer-facing systems may be affected by contingent factors.

AB - Web-based portals extend many convenient and collaborative capabilities to consumers and are being adopted by small firms with ever greater frequency, especially in the context of health care. The early adoption of patient portals by ambulatory-care clinics (outpatient health providers) presents a unique opportunity to more fully understand the characteristics of supply-side adopters in a context where firms (ambulatory-care clinics) are extending digital services to consumers (patients). Using diffusion of innovations literature and contingency theory as the theoretical base, we expand upon the firm characteristics traditionally considered to be predictors of adoption (e.g., firm size, slack resources, competition, capabilities, and management support) and examine how demand contingencies, service contingencies, and learning externality contingencies affect patient portal adoption by ambulatory-care clinics in the United States. We find that early adopters often have a structure in place that provides support for innovations (e.g., part of integrated delivery systems), as would be predicted by diffusion of innovation theory. We also find, though, that service contingencies associated with continuity of care, learning externality contingencies associated with local influences, and select demand contingencies associated with the local market significantly influence patient portal adoption decisions. Our findings suggest that the adoption and diffusion of patient portals may be affected by more than traditionally considered "dominant" firm characteristics and provide insights into how such customer-facing systems may be affected by contingent factors.

KW - Adoption of innovations

KW - Bivariate probit with sample selection

KW - Demand contingencies

KW - Factors of adoption

KW - Learning externality contingencies

KW - Patient portals

KW - Service contingencies

KW - Web portals

UR - http://www.scopus.com/inward/record.url?scp=84870594746&partnerID=8YFLogxK

UR - http://www.scopus.com/inward/citedby.url?scp=84870594746&partnerID=8YFLogxK

U2 - 10.2753/MIS0742-1222290210

DO - 10.2753/MIS0742-1222290210

M3 - Article

AN - SCOPUS:84870594746

VL - 29

SP - 293

EP - 324

JO - Journal of Management Information Systems

JF - Journal of Management Information Systems

SN - 0742-1222

IS - 2

ER -