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題名 運用服務本體論建構健康照護服務SOA媒合平台之研究
作者 朱婉瑋
貢獻者 楊建民
朱婉瑋
關鍵詞 顧客價值
供需媒合
顧客滿意度
服務導向架構
服務本體論
Customer Value
Supply and Demand Matching Mechanism
Customer Satisfactio
SOA
Service Ontology
日期 2009
上傳時間 9-May-2016 15:18:21 (UTC+8)
摘要 人口老化帶動居家照護需求興起，使許多的健康照護服務因應而盛，居家照護者與照護服務產業分別面臨，從市面上存在種類眾多而數量龐大的服務資源中，獲取與提供適切服務之困難狀況。要能夠幫助居家照護找到需要的服務，必須了解其需求與重視之價值面向，制定包含能媒合供給面與合理評估服務品質的機制與流程，以有效的舉薦適合的照護服務供做服務選擇之決策參考。
     　　本研究以服務本體論(Service Ontology)之服務價值(Service Value)作為建置顧客價值構面之結構。使用者需求內容採用巴氏量表(Barthel Index)進行生理功能的量測；服務品質與使用者願意付出之成本則以台灣服務滿意度模型(Taiwan Customer Satisfaction Index, TCSI)做為內容。本研究並以本體論依顧客價值構面，制定使用需求與照護服務提供之描述媒合機制，透過取得居家照護者生理功能須支援之需求，以及同區隔之使用者對服務的滿意度評價，媒合服務經營者對服務內容的描述，即可找出適合的服務。
     　　最後以服務導向架構(Service Oriented Architecture, SOA)結合顧客價值之供需媒合機制，並建置雛型系統以驗證概念。
As the growing home-caring market, demanders have faced problems that it is difficult to choose the right caring services for themselves from large numbers of services base. To help them find suitable services, we need to know what they need and how they evaluate services. In that case, we must develop a mechanism to match supply and demand to effectively recommend services to users.
     The research refers Service Value of Service Ontology as the structure of Customer Value and uses Barthel Index and Taiwan Customer Satisfaction Index (TCSI) to be the content of Customer Value. We know the situation of users, body function through Barthel Index and their satisfaction to the services through TCSI. The research establishs the supply and demand matching mechanism based on Customer Value. Requiring customers, needs from body function evaluation and customers, satisfaction via TCSI, the mechanism would match the needs and the description of services offering. In the end, it would present the suitable services for customers.
     The research builds up a Service Oriented Architecture (SOA) prototype to proof the concept of supply and demand matching mechanism.
參考文獻 一、 英文文獻
     1. .Ostrom and Iacobuci (1995), “Consumer Trade-Offs and the Evaluation of Services, Ostrom, Amy, Iacobucci, Dawn,” Journal of Marketing, Vol. 59, Iss. 1, pp. 17-29.
     and Principles”, IEEE Internet Computing.
     2. C. Gr¨onroos. (2000)Service Management and Marketing: A　Customer Relationship Management Approach, 2nd　edition. John Wiley & Sons, Chichester, UK, 2000.
     3. C. Lovelock. (2001). Services Marketing, People, Technology,　Strategy, 4th edition. Prentice Hall, Englewood Cliffs,　NJ, 2001.
     4. Channabasaviah,K., Holly, K., Tuggle, E.2003
     5. Churchill，G.A. and C.Surprenant(1982)，“An Investigation into the Determinants of Customer Satisfaction”， Journal of Marketing Research， Vol.19 (November)，pp.491-504。
     6. Czepiel, J. A., & Rosenberg, L. J. (1974). Perspective　on customer satisfaction. AMA Conference Proceedings, 99-123.
     7. D.J. Hempel（1977）, Consumer Satisfaction with the Home Buying Process： Conceptualization and Measurement. In The Conceptualization of Consumer Satisfaction and Dissatisfaction. Edited by H.K. Hunt. Cambridge. Mass：Marketing Science Institute.
     8. E. Bign´e, C. Mart´ınez, and M. J. Miquel. (1997)Theinfluence of motivation, experience and satisfaction on　the quality of service of travel agencies. In P. Kunst　and J. Lemmink, editors, Managing Service Quality　(Volume III), pages 53–70, London, UK, 1997. Paul　Chapman Publishing Ltd.
     9. Fornell, C. (1992). A national customer satisfaction barometer: The Swedish experience. Journal of Marking, 56(1), 6-21.
     10. Fornell, C., Johnson, M. D., Anderson, E. W., Cha,J., _ Bryant, B. E. (1996). The American customer satisfaction index: Nature, purpose, and findings. Journal of Marketing, 60, 7-18.
     11. Grönroos, C. (1993). Toward a third phase in service quality research: Challenges and future directions, advances in service marketing and management (2nd ed.). Greenwich, CT: JAI Press.
      http://www.sun.com/software/jini/
     http://www-ksl.Stanford.edu/kst/what-is-an-ontology.html
     12. Huhns, M, N., Singh, M, P., 2005, “Service-Oriented Computing: Key Concepts
     Journal.
     13. Kalakota, Ravi & Marcia Robinson (1999), E-Business: Roadmap for Success, 1st ed, Boston: Addison Wesley..
     14. L. Berry and A. Parasuraman.(1991) Marketing Services: Competing through Quality.The Free Press, New York, NY, 1991.
     15. McCright, A.,2001, “Writing Your First Web Services: A Tutorial”, Web Services
     16. McGovern, J., Tyagi, S., Stevens, M., Mathew, S.(2003)，.Service-Oriented　Architecture. Java Web Services Architecture. pp 35-63.
     17. Munindar P. Singh and Michael N. Huhns (2005), Service-Oriented Computing: Semantics, Processes, Agents, Wiley, 2005
     18. Oliver, R.L. (1981), “Measurement and evaluation of satisfaction processes in retail settings,” Journal of Retailing, Vol.57(3).
     19. P. Kotler. Marketing Management(1988): Analysis,　Planning, Implementation and Control, 6th edition.Prentice Hall, Englewood Cliffs, NJ, 1988.
     20. Pappu, R., & Quester, P. (2006). Does customer satisfaction lead to improved brand equity?An empirical examination of two categories of retail brands. The Journal of Product and Brand Management, 15, 2.
     21. Parasuraman, A., Zeithamal, V. A., & Berry, L. L.(1988). SERVAUAL: A multiple-item scale for measuring customer expectations of service. Journal of Retailing, 64, 12-40.
     22. Parasuraman, Zeithaml and Berry(1985), A Conceptual Model of Service Quality and its Implication for Future Research, Journal of Marketing, vol49, p44
     23. Payne, L. (1983). Health: A basic concept in nursing theory. Journal of Advanced Nursing, 8, 393-395.
     24. Schreyer, R. & J. W. Roggenbuck.(1978).The Influence of Expectation on　Crowding Perceptions and Social　Psychological Carrying Capacities.　Leisure Science, 1(4): 373~394.
     25. Staab, S.“Knowledge Representation with Ontologies: The Present and Future,＂IEEE　Computer Society 2004, pp: 72-81.
     26. Sun Microsystems, 2002, “Jini Network Technology”,
     27. Tom Gruber, Ontology　Definition ,
     28. V.A. Zeithaml, A. Parasuraman, and L.L. Berry. (2001)Delivering Quality Service: Balancing　Customer Perceptions and Expectations. The Free Press, New York, NY,　2001.
     29. Winstead-Fry, P. (1980). The scientific method and its impact on holistic health. Advanc es in Nursing Science, 2, 1-7.
     30. Woodside et.al(1989),Arch G., Frey,Lisa;Daly,Robert Timothy,(1989), Linking Service Quality,Customer Satisfaction And Behavior,Journal of Health Care Marketing,Vol.9,p.5-17.
     31. Zeithaml, Valarie A., Parasuraman, A., &Berry, L.L,(1988)"SERVQUAL:AMultiple-Item Scale for Measuring Customer Perceptions of Service Quality,"Journal of Retailing, Vol.64, (Spring), (1988), 12-40.
     32. Ziv Baida, Jaap Gordijn, Hanne Sæle, Andrei Z. Morch, and Hans Akkermans.(2004)　Energy services: A case study in real-world service configuration. In Proceedings of　the 16th International Conference on Advanced Information Systems Engineering　(CAiSE 2004), pages 36–50, Riga, Latvia, 2004. Springer-Verlag.
     二、 中文文獻
     1. Jeremy Westerman(2004)，SOA停看聽：服務導向架構（Service-Oriented Architecture, SOA）淺介
     2. 吳信輝，〝Web Services技術介紹〞http://www.ascc.sinica.edu.tw/nl/93/2023/02.txt
     3. 洪文彥(2005)，新巴賽爾協定下銀行企業貸款本體論流程網路服務建置之研究，政治大學資訊管理碩士論文
     4. 胡秀媛、邱紹一、李友錚(2008)，「台灣顧客滿意度模式之先期研究：以醫療服務業為例」，醫護科技期刊 9卷 4期 249-266
     5. 范碧珍(2008)，分散式照護關鍵技術之四：分散式照護健康資訊監控系統，工業技術與資訊月刊　205期2008年11月號http://www.itri.org.tw/chi/publication/205-features_6.asp
     6. 翁崇雄(民82)，「評量服務品質與服務價值之研究－以銀行業為實證對象」，國立臺灣大學商學研究所博士論文
     訊管理學系碩士學位論文。
     7. 財團法人台慶科技教育發展基金會(2005)，設立健康照護產業技術發展中心之可行性評估
     8. 張宏斌(2004)，“建構網路服務整合金融資產帳戶之研究”，國立政治大學資
     9. 張重昭、謝千之 (2000)，「產品資訊、參考價格與知覺品質對消費者行為之影響」，企業管理學報 89. V47 期 P161-190.。
     10. 戚玉樑,李志偉,陳仲儼(2004), “網路服務架構下之最佳化流程組合的選擇方法,” 電子商務研究, 2(3), pp.297-314, 2004
     11. 陳宗義(Tsung-Yi Chen);陳裕民(Yuh-Min Chen);蘇彩妤(Cai-Yu Sul)(2008)，設計一個多層式本體論為基之虛擬企業知識表達模型，資訊管理學報15卷1期(2008/01) 239-262
     12. 曾泓富(2007)，科技化服務，科技化服務高齡產業經營與管理中心
     13. 曾保彰(2007)，服務導向架構(Service-Oriented Architecture，SOA) 簡介，台灣大學計算機及資訊網路中心電子報　第0001期
     14. 費彥霖(2008)，E化服務轉型與創新－不同社群結構下服務屬性吸引力探討，政治大學資訊管理碩士論文
     15. 維基百科，〝Web服務〞，http://zh.wikipedia.org/wiki/Web%E6%9C%8D%E5%8A%A1
     16. 簡西村(2004)，服務導向架構 (Service Oriented Architecture) 應用http://www.microsoft.com/taiwan/msdn/columns/soa/SOA_overview_2004112901.htm
描述 碩士
國立政治大學
資訊管理學系
96356026
資料來源 http://thesis.lib.nccu.edu.tw/record/#G0096356026
資料類型 thesis
dc.contributor.advisor 楊建民zh_TW
dc.contributor.author (Authors) 朱婉瑋zh_TW
dc.creator (作者) 朱婉瑋zh_TW
dc.date (日期) 2009en_US
dc.date.accessioned 9-May-2016 15:18:21 (UTC+8)-
dc.date.available 9-May-2016 15:18:21 (UTC+8)-
dc.date.issued (上傳時間) 9-May-2016 15:18:21 (UTC+8)-
dc.identifier (Other Identifiers) G0096356026en_US
dc.identifier.uri (URI) http://nccur.lib.nccu.edu.tw/handle/140.119/95167-
dc.description (描述) 碩士zh_TW
dc.description (描述) 國立政治大學zh_TW
dc.description (描述) 資訊管理學系zh_TW
dc.description (描述) 96356026zh_TW
dc.description.abstract (摘要) 人口老化帶動居家照護需求興起，使許多的健康照護服務因應而盛，居家照護者與照護服務產業分別面臨，從市面上存在種類眾多而數量龐大的服務資源中，獲取與提供適切服務之困難狀況。要能夠幫助居家照護找到需要的服務，必須了解其需求與重視之價值面向，制定包含能媒合供給面與合理評估服務品質的機制與流程，以有效的舉薦適合的照護服務供做服務選擇之決策參考。
     　　本研究以服務本體論(Service Ontology)之服務價值(Service Value)作為建置顧客價值構面之結構。使用者需求內容採用巴氏量表(Barthel Index)進行生理功能的量測；服務品質與使用者願意付出之成本則以台灣服務滿意度模型(Taiwan Customer Satisfaction Index, TCSI)做為內容。本研究並以本體論依顧客價值構面，制定使用需求與照護服務提供之描述媒合機制，透過取得居家照護者生理功能須支援之需求，以及同區隔之使用者對服務的滿意度評價，媒合服務經營者對服務內容的描述，即可找出適合的服務。
     　　最後以服務導向架構(Service Oriented Architecture, SOA)結合顧客價值之供需媒合機制，並建置雛型系統以驗證概念。		zh_TW
dc.description.abstract (摘要) As the growing home-caring market, demanders have faced problems that it is difficult to choose the right caring services for themselves from large numbers of services base. To help them find suitable services, we need to know what they need and how they evaluate services. In that case, we must develop a mechanism to match supply and demand to effectively recommend services to users.
     The research refers Service Value of Service Ontology as the structure of Customer Value and uses Barthel Index and Taiwan Customer Satisfaction Index (TCSI) to be the content of Customer Value. We know the situation of users, body function through Barthel Index and their satisfaction to the services through TCSI. The research establishs the supply and demand matching mechanism based on Customer Value. Requiring customers, needs from body function evaluation and customers, satisfaction via TCSI, the mechanism would match the needs and the description of services offering. In the end, it would present the suitable services for customers.
     The research builds up a Service Oriented Architecture (SOA) prototype to proof the concept of supply and demand matching mechanism.		en_US
dc.description.tableofcontents 第一章 緒論 1
     第一節 研究背景 1
     第二節 研究動機 2
     第三節 研究目的 3
     第四節　 研究架構 6
     第二章　文獻探討 7
     第一節 服務本體論(Service Ontology) 7
     一、 服務價值本體論(Service Value Perspective) 8
     二、 服務提供本體論(Service Offering Perspective) 10
     第二節 健康照護產業需求分析 12
     一、 健康照護產業價值鏈 13
     二、 生理功能量測 14
     第三節 顧客滿意度 15
     一、 顧客滿意度相關理論 15
     二、 台灣顧客滿意指標模式(Taiwan Customer Satisfaction Index, TCSI) 17
     第四節 服務導向架構 18
     一、 SOA成員 19
     二、 SOA技術特性 20
     三、 網路服務（Web Services） 22
     第三章 研究設計 25
     第一節 健康照護服務顧客價值構面 26
     一、 顧客價值需求層面 27
     二、 顧客價值滿意度層面 29
     第二節 健康照護服務供需媒合運作流程 34
     第三節 健康照護服務供需媒合平台之系統架構 36
     第四章　健康照護服務SOA媒合平台 39
     第一節 顧客價值與服務提供分類媒合機制 39
     一、 照護服務使用需求分類 39
     二、 照護服務內容描述分類 40
     三、 本體論供需媒合機制 42
     第二節 健康照護服務SOA媒合平台建置 44
     一、 服務媒合流程模組之建立 45
     二、 照護服務媒合流程雛型系統 53
     第五章　結論與未來發展 60
     第一節 結論 60
     第二節 未來發展 61
     參考文獻 63		zh_TW
dc.source.uri (資料來源) http://thesis.lib.nccu.edu.tw/record/#G0096356026en_US
dc.subject (關鍵詞) 顧客價值zh_TW
dc.subject (關鍵詞) 供需媒合zh_TW
dc.subject (關鍵詞) 顧客滿意度zh_TW
dc.subject (關鍵詞) 服務導向架構zh_TW
dc.subject (關鍵詞) 服務本體論zh_TW
dc.subject (關鍵詞) Customer Valueen_US
dc.subject (關鍵詞) Supply and Demand Matching Mechanismen_US
dc.subject (關鍵詞) Customer Satisfactioen_US
dc.subject (關鍵詞) SOAen_US
dc.subject (關鍵詞) Service Ontologyen_US
dc.title (題名) 運用服務本體論建構健康照護服務SOA媒合平台之研究zh_TW
dc.type (資料類型) thesisen_US
dc.relation.reference (參考文獻) 一、 英文文獻
     1. .Ostrom and Iacobuci (1995), “Consumer Trade-Offs and the Evaluation of Services, Ostrom, Amy, Iacobucci, Dawn,” Journal of Marketing, Vol. 59, Iss. 1, pp. 17-29.
     and Principles”, IEEE Internet Computing.
     2. C. Gr¨onroos. (2000)Service Management and Marketing: A　Customer Relationship Management Approach, 2nd　edition. John Wiley & Sons, Chichester, UK, 2000.
     3. C. Lovelock. (2001). Services Marketing, People, Technology,　Strategy, 4th edition. Prentice Hall, Englewood Cliffs,　NJ, 2001.
     4. Channabasaviah,K., Holly, K., Tuggle, E.2003
     5. Churchill，G.A. and C.Surprenant(1982)，“An Investigation into the Determinants of Customer Satisfaction”， Journal of Marketing Research， Vol.19 (November)，pp.491-504。
     6. Czepiel, J. A., & Rosenberg, L. J. (1974). Perspective　on customer satisfaction. AMA Conference Proceedings, 99-123.
     7. D.J. Hempel（1977）, Consumer Satisfaction with the Home Buying Process： Conceptualization and Measurement. In The Conceptualization of Consumer Satisfaction and Dissatisfaction. Edited by H.K. Hunt. Cambridge. Mass：Marketing Science Institute.
     8. E. Bign´e, C. Mart´ınez, and M. J. Miquel. (1997)Theinfluence of motivation, experience and satisfaction on　the quality of service of travel agencies. In P. Kunst　and J. Lemmink, editors, Managing Service Quality　(Volume III), pages 53–70, London, UK, 1997. Paul　Chapman Publishing Ltd.
     9. Fornell, C. (1992). A national customer satisfaction barometer: The Swedish experience. Journal of Marking, 56(1), 6-21.
     10. Fornell, C., Johnson, M. D., Anderson, E. W., Cha,J., _ Bryant, B. E. (1996). The American customer satisfaction index: Nature, purpose, and findings. Journal of Marketing, 60, 7-18.
     11. Grönroos, C. (1993). Toward a third phase in service quality research: Challenges and future directions, advances in service marketing and management (2nd ed.). Greenwich, CT: JAI Press.
      http://www.sun.com/software/jini/
     http://www-ksl.Stanford.edu/kst/what-is-an-ontology.html
     12. Huhns, M, N., Singh, M, P., 2005, “Service-Oriented Computing: Key Concepts
     Journal.
     13. Kalakota, Ravi & Marcia Robinson (1999), E-Business: Roadmap for Success, 1st ed, Boston: Addison Wesley..
     14. L. Berry and A. Parasuraman.(1991) Marketing Services: Competing through Quality.The Free Press, New York, NY, 1991.
     15. McCright, A.,2001, “Writing Your First Web Services: A Tutorial”, Web Services
     16. McGovern, J., Tyagi, S., Stevens, M., Mathew, S.(2003)，.Service-Oriented　Architecture. Java Web Services Architecture. pp 35-63.
     17. Munindar P. Singh and Michael N. Huhns (2005), Service-Oriented Computing: Semantics, Processes, Agents, Wiley, 2005
     18. Oliver, R.L. (1981), “Measurement and evaluation of satisfaction processes in retail settings,” Journal of Retailing, Vol.57(3).
     19. P. Kotler. Marketing Management(1988): Analysis,　Planning, Implementation and Control, 6th edition.Prentice Hall, Englewood Cliffs, NJ, 1988.
     20. Pappu, R., & Quester, P. (2006). Does customer satisfaction lead to improved brand equity?An empirical examination of two categories of retail brands. The Journal of Product and Brand Management, 15, 2.
     21. Parasuraman, A., Zeithamal, V. A., & Berry, L. L.(1988). SERVAUAL: A multiple-item scale for measuring customer expectations of service. Journal of Retailing, 64, 12-40.
     22. Parasuraman, Zeithaml and Berry(1985), A Conceptual Model of Service Quality and its Implication for Future Research, Journal of Marketing, vol49, p44
     23. Payne, L. (1983). Health: A basic concept in nursing theory. Journal of Advanced Nursing, 8, 393-395.
     24. Schreyer, R. & J. W. Roggenbuck.(1978).The Influence of Expectation on　Crowding Perceptions and Social　Psychological Carrying Capacities.　Leisure Science, 1(4): 373~394.
     25. Staab, S.“Knowledge Representation with Ontologies: The Present and Future,＂IEEE　Computer Society 2004, pp: 72-81.
     26. Sun Microsystems, 2002, “Jini Network Technology”,
     27. Tom Gruber, Ontology　Definition ,
     28. V.A. Zeithaml, A. Parasuraman, and L.L. Berry. (2001)Delivering Quality Service: Balancing　Customer Perceptions and Expectations. The Free Press, New York, NY,　2001.
     29. Winstead-Fry, P. (1980). The scientific method and its impact on holistic health. Advanc es in Nursing Science, 2, 1-7.
     30. Woodside et.al(1989),Arch G., Frey,Lisa;Daly,Robert Timothy,(1989), Linking Service Quality,Customer Satisfaction And Behavior,Journal of Health Care Marketing,Vol.9,p.5-17.
     31. Zeithaml, Valarie A., Parasuraman, A., &Berry, L.L,(1988)"SERVQUAL:AMultiple-Item Scale for Measuring Customer Perceptions of Service Quality,"Journal of Retailing, Vol.64, (Spring), (1988), 12-40.
     32. Ziv Baida, Jaap Gordijn, Hanne Sæle, Andrei Z. Morch, and Hans Akkermans.(2004)　Energy services: A case study in real-world service configuration. In Proceedings of　the 16th International Conference on Advanced Information Systems Engineering　(CAiSE 2004), pages 36–50, Riga, Latvia, 2004. Springer-Verlag.
     二、 中文文獻
     1. Jeremy Westerman(2004)，SOA停看聽：服務導向架構（Service-Oriented Architecture, SOA）淺介
     2. 吳信輝，〝Web Services技術介紹〞http://www.ascc.sinica.edu.tw/nl/93/2023/02.txt
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