Abstract

Studying the effects of Psychological Contract Violation (PCV) with traditional medical providers and trust in them as predictors of intentions to transition to mobile telemedicine apps, online survey analysis shows that patients are more likely to intend to try telemedicine when they have a high degree of trust in telemedicine providers and experienced PCV with traditional healthcare services. However, trust in traditional providers had no effect. PCV with traditional healthcare services was reduced by previous trying of online services as was trust in them. This suggests that PCV may have a cross-channel influence, unlike trust. Consequences are discussed.

Keywords:Telemedicine; Trust; Psychological contract violations; Technology acceptance