Conceptualizing the role of blockchain in omnichannel healthcare: a Delphi study

ABSTRACT

Purpose>This study aims to identify the challenges in the healthcare industry as it adopts an omnichannel setup in an emerging economy context. Further, the study determines the scope of blockchain in addressing these challenges.Design/methodology/approach>The study uses a qualitative approach to understand the challenges in the omnichannel healthcare industry and know the scope of blockchain in building an omnichannel healthcare system. In the first stage, it did an in-depth analysis of the extant literature, followed by a Delphi study with 24 healthcare experts.Findings>The study presents the current challenges in the omnichannel healthcare sector in an emerging economy. Further, it develops a novel conceptual framework for blockchain adoption in the omnichannel healthcare industry. The study also presents propositions that will help healthcare service providers enhance decision-making concerning the adoption of blockchain in the healthcare industry.Research limitations/implications>The research results may lack generalizability due to the exploratory approach and emerging economies context. Theoretically, in this study, the authors extend the theory of swift trust and organization information processing theory in an omnichannel healthcare context.Practical implications>The propositions provided in this paper can help healthcare managers make strategic decisions on the scope of adoption of blockchain for omnichannel healthcare.Originality/value>This study explores the understudied area of challenges in omnichannel healthcare and the scope of blockchain for omnichannel healthcare in an emerging economy context.