| dc.contributor.advisor | 邱奕嘉 | zh_TW |
| dc.contributor.advisor | Chiu, Yi-Chia | en_US |
| dc.contributor.author (Authors) | 賴陳美玲 | zh_TW |
| dc.contributor.author (Authors) | Lai Chen, Mei-Ling | en_US |
| dc.creator (作者) | 賴陳美玲 | zh_TW |
| dc.creator (作者) | Lai Chen, Mei-Ling | en_US |
| dc.date (日期) | 2025 | en_US |
| dc.date.accessioned | 1-Sep-2025 14:45:17 (UTC+8) | - |
| dc.date.available | 1-Sep-2025 14:45:17 (UTC+8) | - |
| dc.date.issued (上傳時間) | 1-Sep-2025 14:45:17 (UTC+8) | - |
| dc.identifier (Other Identifiers) | G0111932425 | en_US |
| dc.identifier.uri (URI) | https://nccur.lib.nccu.edu.tw/handle/140.119/159018 | - |
| dc.description (描述) | 碩士 | zh_TW |
| dc.description (描述) | 國立政治大學 | zh_TW |
| dc.description (描述) | 經營管理碩士學程(EMBA) | zh_TW |
| dc.description (描述) | 111932425 | zh_TW |
| dc.description.abstract (摘要) | 隨著高齡化社會與慢性病盛行，傳統西醫診所的醫療服務正面臨轉型壓
力。近年來，醫療科技的進步，不僅提供患者更多元的治療選項，也為基層醫療診所開創了新的營運模式。本研究以心臟科診所導入EECP為例，從用戶旅程的視角出發，進一步探討是否有機會發展出具備擴張性之醫療架構，提升診所營運效率與患者照護品質。
此外EECP作為一項具療效且非侵入性的輔助心血管療法，其臨床價值逐漸
受到重視。然而，新療程在實務推動上，往往面臨病患認知不足、信任建立困難與服務流程尚未優化等挑戰。本研究以用戶旅程觀點切入，強調人本科技整合的核心精神，發現EECP的推廣成功關鍵，並不僅止於療效本身，而是在於「信任感建構」、「數位接觸點設計」與「跨部門協同服務」的全面策略。
綜合以上研究，醫療最終是以「人」為本。以用戶旅程為架構、以醫病關係
為核心，是提升服務體驗與病患忠誠的關鍵。行銷理念在本研究中獲得實證佐證：科技應服務人性，而非取代人性。對於診所而言，成功導入新療程，不只是創收，更是一場組織內部文化、流程與病患關係的轉型升級。 | zh_TW |
| dc.description.abstract (摘要) | As society ages and chronic diseases become more prevalent, traditional Western medical clinics are facing pressures to transform their services. In recent years, advances in medical technology have not only provided patients with more diverse treatment options but also opened new operational models for primary care clinics. This study takes the example of a cardiology clinic introducing EECP (Enhanced External Counterpulsation) and explores, from a user journey perspective, the potential to develop scalable medical frameworks that enhance clinic operational efficiency and patient care quality.
Additionally, EECP is a non-invasive cardiovascular therapy with demonstrated clinical efficacy, gradually gaining recognition for its therapeutic value. However, in practical implementation, the new treatment faces challenges such as insufficient patient awareness, difficulties in building trust, and unmet service process optimization. This research employs a user journey approach to emphasize the core spirit of human centric technology integration, identifying that the success of promoting EECP depends not only on its efficacy but also on "trust-building," "digital touchpoint design," and "cross-departmental collaborative services" through comprehensive strategies.
In summary, healthcare ultimately centers on the "human." Using the user journey framework and focusing on the doctor-patient relationship are key to enhancing service experience and patient loyalty. The marketing principles in this study are empirically validated: technology should serve human nature, not replace it. For clinics, successfully implementing new therapies is not only about revenue but also about organizational culture, process, and patient relationship transformation and upgrading. | en_US |
| dc.description.tableofcontents | 謝辭 1
中文摘要 1
英文摘要 1
目 次 1
表 次 1
圖 次 2
第一章 緒論 1
第一節 研究背景與動機 1
第二節 研究目的與問題 3
第二章 產業與個案公司介紹 6
第一節 產業介紹 6
第二節 個案心臟科診所介紹 7
第三節 新服務 EECP之技術原理與臨床應用 10
第三章 個案分析 16
第一節 研究設計 16
第二節 訪談質性分析與用戶旅程建構 20
第三節 用戶旅程個案分析 21
第四章 研究結論與建議 24
第一節 結論 24
第二節 未來展望與建議方向 30
第三節 結語 33
參考文獻 34 | zh_TW |
| dc.format.extent | 954290 bytes | - |
| dc.format.mimetype | application/pdf | - |
| dc.source.uri (資料來源) | http://thesis.lib.nccu.edu.tw/record/#G0111932425 | en_US |
| dc.subject (關鍵詞) | 新服務 | zh_TW |
| dc.subject (關鍵詞) | 用戶旅程 | zh_TW |
| dc.subject (關鍵詞) | EECP | zh_TW |
| dc.subject (關鍵詞) | 基層診所 | zh_TW |
| dc.subject (關鍵詞) | New Services | en_US |
| dc.subject (關鍵詞) | User Journey | en_US |
| dc.subject (關鍵詞) | EECP | en_US |
| dc.subject (關鍵詞) | Primary Care Clinics | en_US |
| dc.title (題名) | 新服務導入之用戶旅程個案分析 | zh_TW |
| dc.title (題名) | A Case Study on Customer Journey Management of New Service | en_US |
| dc.type (資料類型) | thesis | en_US |
| dc.relation.reference (參考文獻) | 1. Rogers, E.M. (2003). Diffusion of Innovations
2. Kotler, P., Kartajaya, H., & Setiawan, I. (2021). Marketing 5.0: Technology for Humanity.
3. 劉燦宏；任文瑗；趙嘉成；崔岡；邱文達. (2004). Journal of Healthcare Management, 5(3).
4. 劉宜君. (2012). 競爭力評論, (15).
5. 楊明治；林志明. (2023).《彰化護理 30卷2期 Pp. 151-152. | zh_TW |
