Service Innovation, Inter-organizational Trust, and Performance in Hospital Platforms: Social Network and Agency Perspectives

Abstract

Service industries contribute significantly to the economic, social, and even life aspect of the world. However, service innovation has been rarely discussed in healthcare context, especially in the digital healthcare context Service innovation needs to be organized in the premise of mutual trust to be efficient, thereby improving service performance. The trust and efficiency here demands a good online platform service to both virtualize the interaction processes and maintain trust and agency. This research uses social network theory and agency theory to emphasize the importance of trust in cooperation in hospitals, and the relationship between organizational trust and organizational performance. Furthermore, we analyzed the role of agents in enhancing the relationship between service innovation and trust. Based on the analyses, five propositions and future research directions are proposed.

Keywords: hospital; inter-organizational trust; organizational agency; service innovation; service performance; social network.