TENSIONS IN THE eHEALTH SERVICE ECOSYSTEM IN COVID-19 ERA. EVIDENCE FROM ITALY

COVID-19 pandemic has raised significant challenges for health services targeted at patients with chronic diseases: hospitals and medical clinics had to find new and practical solutions to address the impacts on individual and collective well-being. The paper aims to investigate the evolution of the Italian eHealth service ecosystem during and after the pandemic for chronic patients and to recognize tensions arising in the service ecosystem when actors with different worldviews interact and to understand how actors resolve the different tensions through the development of new institutional arrangements.