Date & Time: July 21, 2025 14:00-15:30
Venue：Meeting Room 725, Engineering Management & Intelligent Manufacturing Research Center
Speaker：Xiaosong Peng, professor
Institution：Lehigh University
Organizer：School of Management, Hefei University of Technology
Abstract：
Problem definition: This study explores the impact of initial and in-process waiting times in asynchronous telemedicine on subsequent online and offline visits, and the moderating effects of the consultation fee.
Methodology/results: We focus on three measures of waiting time in asynchronous telemedicine: initial waiting time (the duration from a patient’s initial request to admission into an online consultation session), average in-process waiting time (the average time between a patient’s question and the doctor’s response during the session), and the variability of in-process waiting times, which together capture both the initial and ongoing responsiveness to patients during asynchronous care delivery. We use 42,111 patients’ online and offline consultation records from a primarily text-based, asynchronous telemedicine platform affiliated with a top-ranked hospital system (February 2021-April 2024). Our results show that patients with a longer (above median) average in-process waiting time (≥0.75 hours) have 14.53%, 16.47%, and 13.41% lower odds for subsequent all visits, online visits, and outpatient visits in the next 30 days, respectively. Patients with a higher (above median) variability of in-process waiting times (≥0.40 hours) have 9.70% and 12.72% lower odds of subsequent all visits and offline outpatient visits in the next 30 days, respectively. Surprisingly, initial waiting time shows no significant effect. Results remain consistent when considering whether the subsequent visits are with the same doctor. Finally, consultation fee negatively moderates the relationship between in-process waiting time and subsequent visits.
Managerial implications: Average in-process waiting time in asynchronous telemedicine has the most significant impact on both subsequent online and offline patient visits among the three waiting time metrics. The findings highlight reducing in-process waiting in asynchronous telemedicine as a viable means of enhancing patient engagement and ensuring continuity of care across channels.
Biography：
Xiaosong (David) Peng is professor and holds dean’s chair professorship in the College of Business, Lehigh University. Professor Peng completed his doctoral degree in Operations Management from the Carlson School of Management, University of Minnesota and a master’s degree in information systems management from Carnegie Mellon University.
Professor Peng’s research interests are in operations and supply chain strategy, service and manufacturing technology management, healthcare operations management, and empirical research methods. Professor Peng’s research has appeared in Manufacturing and Service Operations Management, Journal of Operations Management, Production and Operations Management, Decision Sciences, Journal of Supply Chain Management, among others. He is currently department editor for Journal of Operations Management, senior editor for Production and Operations Management, and associate editor for Decision Sciences Journal and Journal of Supply Chain Management.
