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...