服务创新与设计之健康照护服务设计规划模式以远距-台大管理论丛.PDFVIP

臺大管理論叢 2016/12 27 1225-254 DOI:10.6226/NTUMR.2016.SEP.C102-025 服務創新與設計之健康照護服務設計規劃模式： 以遠距照護為例 Healthcare Service Design Planning Model for Service Innovation and Design: The Case of Tele-Health 余峻瑜 / Jiun-Yu Yu, Assistant Professor, Department of Business Administration, National Taiwan University 鄭佩怡 / Pei-Yi Cheng, Research Assistant, Department of Business Administration, National Taiwan University Received 2013/12, Final revision received 2015/9 摘 要 Goldstein, Johnston, Duffy, and Rao (2002) 【關鍵字 】 Abstract This study focuses on the theme of healthcare service design. Based on the framework proposed by Goldstein, Johnston, Duffy, and Rao (2002), this study develops a comprehensive healthcare service design planning model. This model integrates various viewpoints to investigate the conceptual construction of service design and the corresponding implications on practical implementation. The full process from service strategy development to outcome measurement and feedback is discussed. The main features of this proposed model are as follows. First, it investigates the “what” and “how” of the healthcare service model via service concept. Second, the high-contact nature of healthcare service is emphasized, taking account of patients’ demands and perceptions. Third, the evolving doctor-patient relationship and its potential future development are considered. Fourth, the integration among service systems and the patie