The Impact of Technology on Service Experience within Organizations and the Healthcare System

This study investigated three main relationships: (1) the connection between attitudes toward working from home and work-home conflict; (2) the link between attitudes toward organizational technology use and non-technological services; and (3) the relationship between attitudes toward technologically delivered and traditional medical services. In Experiment 1, participants’ experiences with working from home were related to perceived work-home conflict. Experiment 2 found an association between experiences with technological and non-technological tools in organizations. Experiment 3 showed a link between experiences with traditional and technologically delivered medical services. Although none of the results were statistically significant, previous research suggests these findings are meaningful and should be considered in future studies.