Telemedicine is increasingly used across the developing world to expand access to healthcare, to improve outcomes and to reduce costs. However, the impact of telemedicine in these settings – particularly on existing physical healthcare delivery channels – has not been thoroughly examined. We...

Customers and providers alike often consider one-on-one service delivery to be ideal, assuming – perhaps unquestioningly – that devoting individualized attention maximizes customer engagement and improves outcomes. Alternatively, shared service delivery, in which customers are served in...

US government investments in health information technology (IT) reflect the significant promise of digitization for improving quality and efficiency in health care. Previous studies of the impact of health IT have focused on the hospital setting, despite the fact that most care is delivered in...

US government investments in health information technology (IT) reflect the significant promise of digitization for improving quality and efficiency in health care. Previous studies of the impact of health IT have focused on the hospital setting, despite the fact that most care is delivered in...