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研究生:陳寶中
研究生(外文):Pao-Chung Chen
論文名稱:醫療業服務疏失與服務補救:歷程補救取向之研究
論文名稱(外文):Service failure and service recovery in health care industry : The research of process recovery approach
指導教授:朱寶青朱寶青引用關係
指導教授(外文):Pao-Chin Chu
學位類別:碩士
校院名稱:大葉大學
系所名稱:人力資源暨公共關係學系碩士在職專班
學門:商業及管理學門
學類:其他商業及管理學類
論文種類:學術論文
論文出版年:2007
畢業學年度:95
語文別:中文
論文頁數:188
中文關鍵詞:服務失誤服務補救主觀順序事件技術關鍵事件技術
外文關鍵詞:Service FailureService RecoverySubjective Sequential Incidents TechniqueCritical Incident Technique
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醫療照護服務不同於一般消費性服務,其本身具有高度的專業性,服務傳遞過程中民眾對於服務認知與期望的差容易產生許多醫療糾紛與誤解。醫療業服務失誤在國內外相關研究,多以關鍵事件(Critical Incident Technique, CIT) 技術分析;但CIT分析方法,是藉由縮減資料只探討最關鍵之因素,對於服務互動中複雜的連續性訊息無法有效處理。因此,本研究以主觀順序事件技術(Subjective Sequential Incidents Technique, SSIT),探討病人(第三者)在就醫過程的負面情緒經驗,推演醫療業服務疏失的訊息脈絡。
本研究根據11個醫療就醫生氣案例,以SSIT建構醫療業「主觀服務遞送藍圖」,共十個階段,並提出五種氣點類型概念(隱性氣點、引發事件氣點、戲劇論氣點、回應不當氣點與提醒性氣點)。本研究在案例中,提出了十七種在服務互動過程,歷程失誤的情節。
Not like consumptive style services, health care services are highly professional. During the process of service delivering, the patients are easily to be upset due to the gap between reality and expectation. Most related analysis and studies in service failure in health care services apply Critical Incident Technique(CIT). But CIT only focuses on the most critical factor by data reduction, and falls short on analyzing complicated, continuous information occur during an interactive service process. In this research, Subjective Sequential Incidents Technique(SSIT) will be applied to study the negative experiences of patients during medical treatments, and to analyze the possible causes of service failure in a health care process.

This study, based on 11 offended-in-hospital cases, establishes a 10-stages “Subjective Service Deliver Blueprint” in health care services using SSIT. For the causes of offensive feeling, this study also presents a concept framework with 5 kinds of classifications: recessive, comprise cause affairs, dramaturgy, inappropriate response, and admonish. This study also points out 17 scenarios of service failure during the interactive process of service in the sample cases.
內 容 目 錄
中文摘要 ..................... iii
英文摘要 ..................... iv
誌謝辭  ..................... v
內容目錄 ..................... vi
表目錄  ..................... viii
圖目錄 ..................... x
第一章  緒論................... 1
  第一節  研究背景與動機............ 1
  第二節  研究目的............... 1
第二章  文獻探討................. 4
  第一節  服務接觸............... 4
  第二節  顧客經驗管理............. 6
  第三節  服務失誤的相關研究.......... 9
第四節 服務補救相關的研究.......... 16
第五節 劇場理論............... 19
第六節 醫病溝通與知覺控制.......... 21
第三章 研究方法................. 25
第一節 傳統研究方法的不足研究方法...... 25
第二節 研究問題............... 25
第三節 SSIT操作分析方法與步驟........ 26
第四節 資料分析原則............. 28
第五節 資料收集與研究對象........... 29
第四章 研究分析................. 31
第一節 病患(第三者)負面情緒延伸六分類框架.. 31
第二節 醫療業之主觀服務遞送藍圖....... 33
第三節 本研究主情節、氣點家族的氣點分布結果分
析.................. 46
第四節 與既有服務失誤文獻分類之對照分析... 50
第五章 結論與建議................ 62
第一節 結論................. 62
第二節 管理意涵............... 64
第三節 研究建議與限制............ 66
參考文獻 ..................... 67
附錄A SSIT整理表格 .............. 80
附錄B 階段整理表................ 157
附錄C 階段狀況整理表............... 175

表 目 錄
表 3-1 SSIT表格(單一故事SSIT表)......... 26
表 3-2 單一階段聯集表............... 26
表 3-3 階段狀況表................. 28
表 3-4 醫療業生氣故事案例基本資料......... 30
表 4-1 醫療業主觀服務遞送藍圖........... 33
表 4-2 本研究主情節、氣點家族的氣點分布表..... 46
表 4-3 與既有服務失誤文獻分類之對照分析.... 50
表 A-1 個案一................... 80
表 A-2 個案二................... 91
表 A-3 個案三................... 94
表 A-4 個案四................... 101
表 A-5 個案五................... 109
表 A-6 個案六................... 112
表 A-7 個案七................... 117
表 A-8 個案八................... 120
表 A-9 個案九................... 126
表 A-10 個案十................... 129
表 A-11 個案十一.................. 135
表 B-1 院外階段(案例10).............. 157
表 B-2 急診掛號階段(案例4、5、7)......... 158
表 B-3 醫診階段(案例1、4、5、8).......... 159
表 B-4 醫診階段(案例9、4)............. 160
表 B-5 住院安排階段(案例1、4)........... 161
表 B-6 手術階段(案例1、2、6)........... 162
表 B-7 住院階段(案例1、3)............. 163
表 B-8 住院階段(案例4、5)............. 164
表 B-9 住院階段(案例6、8)............. 165
表 B-10 住院階段(案例9、10)............ 167
表 B-11 住院階段(案例11) ............. 168
表 B-12 第二次手術後的住院階段(案例3、11)..... 169
表 B-13 轉院階段(案例3、7、11)........... 171
表 B-14 出院階段(案例1、4)............. 172
表 B-15 回家階段(案例6).............. 173
表 B-16 事後階段(案例3、7、11).......... 174
表 C-1 醫診階段狀況(案例1、4、5、9)....... 175
表 C-2 手術階段狀況(案例1、2、6)......... 176
表 C-3 住院安排階段與出院階段狀況(案例1、4、5).. 177
表 C-4 病房照護階段(案例1、3)........... 179
表 C-5 病房照護階段(案例4、5)........... 180
表 C-6 病房照護階段(案例6、8)........... 181
表 C-7 病房照護階段(案例9、10).......... 183
表 C-8 病房照護階段(案例11) ........... 185
表 C-9 轉院階段與轉院後醫診階段狀況(案例7、3、11). 187
表 C-10 回家階段與回診階段狀況(案例6) ....... 188

圖 目 錄
圖 2-1 乳酪理論.................... 10
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