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研究生:陳育苹
研究生(外文):Yu-Pin Chen
論文名稱:高齡照護服務管理思維-以雙連安養中心為例
論文名稱(外文):Elderly care services management: A case study of the Suang-Lien Elderly Center
指導教授:江炯聰江炯聰引用關係
口試委員:陳家聲蔡芳文魏資文
口試日期:2014-07-22
學位類別:碩士
校院名稱:國立臺灣大學
系所名稱:商學研究所
學門:商業及管理學門
學類:一般商業學類
論文種類:學術論文
論文出版年:2014
畢業學年度:102
語文別:中文
論文頁數:118
中文關鍵詞:高齡照護服務設計服務接觸服務價值服務體驗
外文關鍵詞:Elderly CareService DesignService EncounterService ValueService Experience
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全球人口結構因生育率與死亡率均下降而迅速地邁向高齡化,臺灣也名列人口老化速度最快的國家之一,面對龐大的高齡商機與大多數健康與亞健康的高齡族群,在競爭市場中探究那些要素內容構成高齡照護之關鍵核心,進而如何創造出高附加價值之服務,強化高齡照護服務之競爭力,為臺灣高齡照護產業關注的焦點。
將服務設計、服務接觸、服務價值、服務體驗等服務管理相關理論進行有系統地整理與探討,建構出服務組織、第一線服務人員、顧客三者間之研究架構,並利用質性研究之次級資料整理、訪談法、觀察法與個案研究法,對高齡照護服務組織進行實際調查與分析以獲得整體性的認識。
藉由深入研究個案「雙連安養中心」,從機構發展過程與高齡照護服務管理實務經驗中,研究結果發現:服務設計方面應精準掌握服務使用者的差異性及身心特質,甚至運用隱性管理方式以符合高齡者自主與控制之需求;在服務接觸方面強調上下一致的組織文化與提供適當接觸頻率的身心靈全人照護服務;服務價值方面,服務組織與顧客間服務價值的傳遞為雙向的,彼此能夠學習共創價值,甚至生成正向回饋;就服務體驗而言,服務設計、服務接觸、服務價值三個構面共同形塑出高齡照護服務體驗,個案更充分運用人員、機械、功能此三大線索以成就長者為尊、服務為榮的核心價值體驗。
本研究著重於非醫療性的高齡照護服務模式,並以安養為主,不包括由家人或外籍看護為主之居家式照顧或非正式照護,採取單一個案研究方式有研究對象涵蓋率不足之疑慮,此皆為研究上之限制;最後對於高齡照護服務產業未來的發展方向,提出應加以關注於高齡者預防保健市場、消費者自主意識抬頭趨勢、開發進化未來之老人福祉科技等建議,俾望有利於臺灣高齡照護產業多元化發展。

Due to the decline of birth and mortality rates, the global population is displaying a trend of rapid aging. Taiwan ranks as one of the countries with the fastest rate of population aging. Faced with a large market opportunity provided by healthy and sub-healthy elders, the questions of which key elements constitute the core facets of elderly care in a competitive market, how to create services with high added value, and how to strengthen the competitiveness of elderly care services, are now the main focus of Taiwan’s elderly care industry.
In this study, service design, service encounter, service value, service experience, and other service management related theories were systematically organized and explored to construct an analytical framework of the relationship between service organizations, front line service personnel, and customers. Actual investigation and analysis, as well as qualitative research methods such as secondary data compilation, interviews, participant observation, and case studies, were used to provide a more comprehensive understanding of elderly care service organizations.
An in-depth case study was conducted on the developmental process and applied management of elderly care services at Suang-Lien Elderly Center. Results of the study showed that service designs should focus on grasping the physical and psychological characteristics and differences of service users, and use subtle management techniques to meet elders’ need for independence and control; service encounters should emphasize consistency throughout the organization and also provide appropriate holistic health care services; the delivery of service value between the service organization and the customer should be bilateral so that each can learn from the other to create value and positive feedback; the three service experience dimensions of elderly care services are service design, service encounter, and service value, and our case study successfully optimizes functional, human, and mechanic clues to realize core service experiences where elders are respected and service providers take pride in their service.
This study is limited by a focus on a single non-medical, hospice-based, elderly care service model which excludes studies on home care or informal care where the caregivers are primarily family members or foreign nurses; this means that the scope of the study may be inadequate. Finally, with regard to the future of the elderly care services industry, we suggest that more attention be focused on the preventive care market of elders, the trend of consumer self-awareness, and the development of technology for the well-being of elders, in order to provide a more diversified future for Taiwan’s elder care industry.


口試委員會審定書 I
誌謝 II
中文摘要 III
Abstract IV
章節目錄 VI
圖目錄 IX
表目錄 XI
第一章 緒論 1
1.1 研究背景與動機 1
1.1.1 全球高齡化趨勢 1
1.1.2 全球高齡照護產業發展概況 4
1.1.3 臺灣高齡照護產業現況 9
1.2 研究問題與目的 14
1.2.1 研究問題 14
1.2.2 研究目的 15
第二章 文獻探討 16
2.1 服務設計 16
2.1.1 服務理念 16
2.1.2 服務藍圖 18
2.2 服務接觸 21
2.2.1 需求面分析 22
2.2.2 供給面分析 23
2.2.3 服務失敗 25
2.3 服務價值 27
2.3.1 服務品質 27
2.3.2 共創價值 30
2.4 服務體驗 33
2.4.1 定義與構面 33
2.4.2 體驗設計 34
2.4.3 體驗經濟 35
第三章 研究方法 38
3.1 研究架構與流程 38
3.1.1 研究架構 38
3.1.2 研究流程 41
3.2 質性研究 43
3.2.1 次級資料整理 44
3.2.2 訪談法 45
3.2.3 觀察法 46
3.3 個案研究法 47
3.3.1 研究類型 49
3.3.2 個案選擇 50
第四章 個案研究-以雙連安養中心為例 51
4.1 雙連安養中心背景 51
4.1.1 發展歷史 51
4.1.2 營運現況 53
4.1.3 服務架構與內容 56
4.2 服務設計之分析 61
4.2.1 服務定位 61
4.2.2 服務理念 64
4.2.3 服務整體配套 66
4.2.4 安養服務藍圖 68
4.2.5 小結 70
4.3 服務接觸之分析 71
4.3.1 服務流程與內容 71
4.3.2 服務供給面 79
4.3.3 服務需求面 82
4.3.4 服務失敗 87
4.3.5 小結 88
4.4 服務價值之分析 90
4.4.1 評核價值 90
4.4.2 第三方評鑑 93
4.4.3 正向回饋 95
4.4.4 小結 96
4.5 服務體驗之分析 97
第五章 結論與建議 101
5.1 研究結論 101
5.2 研究限制 105
5.3 後續研究建議 106
參考文獻 107



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