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Title: Factors that impact the performance of e-Health service delivery system
Authors: Chang, Hsin-Lu
Contributors: 資管系
Keywords: Communication;Delivery;E-health;Intra-organization;Quality;rint;Training
Date: 2011
Issue Date: 2017-08-21 16:50:29 (UTC+8)
Abstract: In the information society, electronic healthcare service (e-health), the new concept of medical treatment, has been introduced to improve health and healthcare. In order to deliver e-Health more efficiently, we focus on the improvement of internal service systems. Based on service blueprinting, we divide the e-Health delivery system into three parts: 1. support processes, 2. intra-organization communication, and 3. contact employees. We hypothesize that a good e-Health support processes in terms of staff training and IT support activities can contribute to higher levels of contact employees' service quality, which in turn improves the quality of customer actions. We are also interested in investigating the role of intra-organizational communication in the e-Health service delivery. Four types of intra-organizational communication in e-Health are identified and their impacts on employee service quality are explored.
Relation: Proceedings - 2011 International Joint Conference on Service Sciences, IJCSS 2011, 論文編號 5960336, Pages 237-241
2011 International Joint Conference on Service Sciences, IJCSS 2011; Taipei; Taiwan; 25 May 2011 到 27 May 2011; 類別編號E4421; 代碼 86198
Data Type: conference
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Appears in Collections:[資訊管理學系] 會議論文

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