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研究生:邱炳翰
研究生(外文):Chiu, Bing-Han
論文名稱:醫療業服務失誤與服務補救:關鍵時刻取向研究
論文名稱(外文):Service Failure and Service Recovery in Hospitality: The Research of the Moments of Truth Approach.
指導教授:張景旭張景旭引用關係
指導教授(外文):Chang, Chin-Hsu
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:151
中文關鍵詞:主觀順序事件技術(subjective sequential incidents technique)服務失誤(service failure)服務補救(service recovery)關鍵時刻(moment of truth)主觀服務遞送藍圖(subjecti
外文關鍵詞:subjective sequential incidents techniqueservice failureservice recoverymoment of truthsubjective service delivery bluep
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醫療服務業隨著民眾對醫療依賴與日劇增,但病人對醫療不再是專業權威下順從、依賴的角色;早期在「醫療消費主義」提倡下,具高度接觸特性醫療產業,醫護人員如何避免因接觸互動產生的負面情緒經驗,可能會是決定醫療服務成功與否重要因素。
以往學者探討服務失誤,大多採用關鍵事件技術(Critical Incident Techniqu, CIT)方法,但因其縮減受訪者資料訊息分析方法,無法展開還原服務歷程每一次互動「關鍵時刻」。本研究以張景旭提出的主觀順序事件技術(Subjective Sequential Incidents Techneque, 簡稱SSIT),分析病患就醫服務經驗接觸互動的「關鍵時刻」,嘗試深入探討醫療門診服務失誤的情境因素。
本研究依據十六個醫療門診生氣故事案例,建構醫療門診六階段主觀服務遞送藍圖,以及從生氣故事案例發現五種類型的氣點。其中「情節元素氣點」存在於服務遞送階段情節狀況,具備前後關聯氣點的特性,作為服務失誤歷程「關鍵時刻」連續性具體的支持者,同時也提供研究服務失誤歷程補救的思考概念。
Although people have an increasing demand for medical care, patients not anymore play a dependent role that obedient to professional authority. Under the promotion of "medical consumerism," how medical personnel avoid negative emotional response resulted from contact interaction may be a decisive factor of successive medical care service in a medical field with high contact characteristic.
Most traditional scholarly discussions on service failure adopted Critical Incident Technique (CIT), but the analysis of respondents' data information was also scaled down by this method, and "moment of truth" of each interaction in service process cannot be discovered either. This study adopted Subjective Sequential Incidents Technique (SSIT) proposed by Chang, Chin-Hsu as a study method to analyze "moment of truth" of contact interaction in patients' experiences of taking medical service, with an attempt to propose a deep discussion on situational factors of service failures in medical outpatient services.
Based on sixteen angry stories in outpatient situation, this study set up Subjective Service Delivery Blueprint for six main phases in medical outpatient services. In those angry stories, this study found five types of points that make customers angry (angry points): event-triggering angry point, situation factor angry point, inappropriate response, dramaturgic angry point, and admonitor. Among these angry points, situation factor angry point play its role in service delivery phase and has a feature of linking the last and next angry point. Thus, it is not only a concrete supporter of "moment of truth" continuity in the service failure process, but also provides a thinking concept for studies of recovery of service failure process.
內容目錄
中文摘要 ..................... iii
英文摘要 ..................... iv
誌謝辭  ..................... vi
內容目錄 ..................... vii
表目錄  ..................... ix
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............... 3
第二章  文獻探討................. 4
  第一節  服務失誤定義............. 4
  第二節  服務失誤類型分類........... 4
  第三節  服務補救............... 14
  第四節  醫療服務補救............. 18
  第五節  顧客經驗管理............. 20
  第六節  自覺控制感.............. 22
  第七節  戲劇理論............... 25
  第八節  醫病關係............... 28
  第九節  服務遞送藍圖關鍵時刻(MOT)...... 29
第三章  研究方法................. 34
  第一節  研究方法選擇............. 34
  第二節  研究步驟圖.............. 34
  第三節  研究問題............... 36
  第四節  研究對象及資料蒐集.......... 36
  第五節  SSIT方法資料分析步驟......... 37
  第六節  SSIT方法分析原則........... 40
第四章  研究分析與發現.............. 42
  第一節  主觀服務遞送藍圖MOT氣點分類.... 42
  第二節  醫療門診階段、情節分析........ 45
  第三節  醫療門診主觀服務遞送藍圖....... 56
第五章  結論與建議................ 71
  第一節  本研究主觀服務遞送藍圖與醫療文獻比較. 71
  第二節  主觀服務遞送藍圖管理意涵....... 88
  第三節  研究限制............... 92
  第四節  後續研究者建議............ 93
參考文獻 ..................... 94
附錄A  個案SSIT分析表格............. 106
附錄B  個案階段聯集表.............. 128
附錄C  階段聯集表(正式表格)........... 136
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