**6. Conclusions**

Mobile healthcare service has substantially changed the way people obtain medical service. Nevertheless, the majority of extant studies have focused on the potential positive impact and paid limited attention to potential challenges. We can refine the mobile consultation service and take better advantage of mobile technology by focusing on these potential challenges. This study uncovers the underlying reasons for poor DPR in mobile healthcare consultation services by taking both doctors' and users' perspectives into account. Drawing on the CMC literature, we identified the potential challenges brought by mobile technologies on the information providing, information interpreting, and relationship maintaining processes during doctor-user communication. Meanwhile, by analyzing the objective mobile communication records between doctors and users with qualitative methods, we identified representative misbehaviors of both doctors and users that cause poor DPR in the mobile context. We conclude that doctors and users' inappropriate behaviors are the direct causes of poor DPR and limitations of mobile communication are the primary underlying cause of poor DPR in mobile consultation.

**Author Contributions:** Conceptualization, M.Y. and H.T.; methodology, M.Y., H.T., and L.J.; software, M.Y., H.T., and L.J.; validation, H.T., L.J., and U.A.; formal analysis, M.Y., H.T., and L.J.; resources, H.T.; data curation, M.Y., H.T., and L.J.; writing—original draft preparation, M.Y., H.T., and L.J.; writing—review and editing, M.Y., H.T., L.J., and U.A.; visualization, M.Y. and H.T.; supervision, M.Y., H.T., and U.A.; project administration, M.Y. and H.T.; funding acquisition, M.Y. and H.T. All authors have read and agreed to the published version of the manuscript.

**Funding:** This research was funded by Humanities and Social Sciences of the Ministry of Education Foundation [grant number 18YJC630221], Beijing University of Posts and Telecommunications Excellent Ph.D. Students Foundation [grant number CX2019234], and National Natural Science Foundation of China [grant numbers 71874018, 71772017]. The funders had no role in the design of the study; in the collection, analyses, or interpretation of data; in the writing of the manuscript, or in the decision to publish the results.

**Conflicts of Interest:** The authors declare no conflict of interest. The funders had no role in the design of the study; in the collection, analyses, or interpretation of data; in the writing of the manuscript, or in the decision to publish the results.
