| dc.contributor.advisor | 張昌吉 | zh_TW |
| dc.contributor.advisor | Chang, Chang Chih | en_US |
| dc.contributor.author (Authors) | 梁煥煒 | zh_TW |
| dc.contributor.author (Authors) | Liang, Huan Wei | en_US |
| dc.creator (作者) | 梁煥煒 | zh_TW |
| dc.creator (作者) | Liang, Huan Wei | en_US |
| dc.date (日期) | 2009 | en_US |
| dc.date.accessioned | 8-Dec-2010 02:01:31 (UTC+8) | - |
| dc.date.available | 8-Dec-2010 02:01:31 (UTC+8) | - |
| dc.date.issued (上傳時間) | 8-Dec-2010 02:01:31 (UTC+8) | - |
| dc.identifier (Other Identifiers) | G0094262014 | en_US |
| dc.identifier.uri (URI) | http://nccur.lib.nccu.edu.tw/handle/140.119/49199 | - |
| dc.description (描述) | 碩士 | zh_TW |
| dc.description (描述) | 國立政治大學 | zh_TW |
| dc.description (描述) | 勞工研究所 | zh_TW |
| dc.description (描述) | 94262014 | zh_TW |
| dc.description (描述) | 98 | zh_TW |
| dc.description.abstract (摘要) | 科技與創新，為當前服務業最關心的兩個成長驅動引擎，也是競爭的主要利器。政府為刺激產業創新與升級，研擬「ITeS科技化服務業旗艦計畫」，將「健康照護」納入五大推廣策略主軸內，鼓勵異業合作，期以科技與創新來開創新興服務產業，提升我國經濟成長與競爭的優勢。 為瞭解服務業科技化異業之間如何進行合作，本研究以質性研究的方式，採訪兩個申請技術處「創新科技應用與服務計畫」的健康照護聯盟參與者，一聯盟為「創新數位遊戲復健服務先期計畫」，另一為「遠距健康照護U-Care建置計畫」，藉兩種不同類型的個案，來瞭解是什麼原因影響聯盟的合作成效？ 本研究透過系統開發專案研究的幾個觀點進行辯證，包括重視科技物件與營運績效的「物件觀點」、多元利益與政治因素驅動的「社會互動觀點」、思維習慣與限制的Orlikowski與Gash(1994)「科技思維框架觀點」，以及意義建構與詮釋的Weick(1988)「意會觀點」進行跨個案之間合作成效的辯證。 研究發現，新服務跨業聯盟可以「合作意會」(Collaborative sensemaking)做為增進營運順暢的一種有效策略。包括導意(Sensegiving)、需意(Sensedemanding)與意解(Sensebreaking)的運用，採用象徵人物與服務物件做為意會媒介，以非正式活動促進夥伴意會與共識，探詢與參與工作脈絡來主動尋找意會脈絡，其中，工程師透過駐點參與及對護理人員服務痛點的體會，轉變思維框架，化解不同領域與組織背景帶來的衝突，更是文中深富意涵的部分。此外，合作參與者也可以「情感基礎」、「工作脈絡的瞭解」、「領域團體的接觸」與「組織策略與代理人動機的結合」四種策略，深化合作意會，並做為檢視成員涉入合作程度的指標。此外，多元合作意義的塑造，也是間接促進合作意會的有效方式。 其次，本研究也歸納服務業科技化常見的合作問題，如在執行層次，創新應用皆在科技人，服務人缺乏科技與服務應用的想像，而科技人則因服務的動態特質，而添增系統開發模稜兩可的情境；聯盟層次，發現多元利益常使參與者失焦營運重點，忽略對服務對象的關懷。 由於新服務與健康照護的人本關懷與社會互動實驗特性，本研究主張以合作意會做為跨業合作的策略，也提醒惟合作成員能重視與肯定每位聯盟參與者的價值，以及關心服務對象的生活需求與痛點，才能跳脫物件利益的陷阱，提升對人性的敏感層次，以設計出深具社會意義與可行的商業模式。本研究最後提出幾個學術意涵，也對醫療機構、廠商、研發法人機構與政策提出實務意涵，並對健康照護服務業科技化的社會意涵提出看法，重思意會的哲學意涵。 | zh_TW |
| dc.description.abstract (摘要) | ICT and innovation are the two most mentioned engines and powerful weapons for the growth of the service currently. In order to upgrade the industry, Ministry of Economic Affairs conducted “IT enable Service Program” and made “Health care” being the five main strategies, and more, encouraged organizations using technology and innovation to improve the growth and competition of econonmics through cross-indusrial collaboration. To know how the cross-industrail firms cooperate with each other in ITeS process, this study used qualitative research approach interviewing 21 participators within two health care alliances which worked “Innovative Technology Applications and Services Program” hold by Department of Industrial Technology, one alliance conducted “Innovative Digital-game enable Physical Rehabilitation Pilot Plan”, the other conduct “Remote Health Care U-Care Establishment Plan”. Base on the two different kind cases, this study explored what affacts influenced alliance work deeply? This study adopted dialectic method to probe the effect of ICT development program in cross-cases analysis, the theoris embraced “Artifact lens” which focused technology artifact and operating performance, “Social interaction lens” which actions drived from multi-interests and poltics intentions, “Technology frames lens” which developed by Orlikowski and Gash (1994) and “Sensemaking lens” which proposed by Weick(1988). Respectively, this study found that the “Collaborative sensemaking” strategy was an effective way to promote the operation in new service cross-industrial alliances, including sensegiving, sensedemanding and sensebreaking exercises, taking symbolic person and service artifacts in sensemaking media, using informal activities to enhance particators’ sensemaking and common consensus, asking and participating work context to find the sensemaking conext. Especially, the technologiest could transfer his frame of reference by stationed at the partner’s firm and realized the pain point beyond nursing staff’s service, so that the conflicts which arised from the different field and organizational context could be resolved. Besides, participators also could use flour strategies, “Friendship”, “Working context”, “Contacting with social groups” and “Integration of partner firm’s development strategy and agent’s motivation”, to deep collaborative sensemaking, and be the indexs to examine the extent which participators involve the cooperation. And more, the shaping of multi-collaborative meanings, was also an effective way to improve collaborative sensemaking indirectly. Besides, this study also found the problems occurred in the ITeS alliances. For example, in working level, the innovative applications often created by the technologists, not service person; second, due to the dynamic characteristic of service, technologists would face equivocal situations during developing systems. In alliance level, multi-interests often enabled participators deviating from the main mission in plan operation, partners maight also ignore concerns the ultimate customers. Due to the characteristics of humanistic care and social interaction experiment of new service and health care, this study argued that the collaborative sensemaking could be a useful strategy to improve crosss-industrail cooperation. And more, this study also suggested the partners in the alliance should respect and confirm each participators’ value, and concerned the ultimate customers’ life need and pain point, so that they could jump across the artiftact-interest traps, promote the sense level to human nature, and designed rich social meanings and workable business models. Finally, this study proposed some research and practice implications, and advocated the social implications about the health care in ITeS. | en_US |
| dc.description.tableofcontents | 第一章 緒 論 1 貳、研究目的 6 參、研究問題 7 肆、研究方法 8 一、 研究路徑 8 二、 個案選擇 9 三、 資料收集 10 四、 分析架構 16 五、 研究限制 17 第二章 文獻探討 19 壹、 服務業發展概述 19 一、 服務之定義 19 二、 科技與創新帶動服務業之發展 20 三、 服務業科技化之定義與內涵 25 四、 服務業科技化之形式 27 五、 科技化服務之效益 29 貳、 科技專案合作成敗原因之探討 30 一、 物件觀點 31 二、 社會互動觀點 34 三、 思維框架觀點 38 參、 意會理論 42 一、 意會的定義與內涵 42 二、 其它領域研究 45 三、 導意、需意與意解 49 第三章 我國健康照護產業科技化政策之脈絡 54 壹、 健康照護服務業科技化現況 54 一、 ICT於醫療產業的應用需求 54 二、 科技化健康照護的發展問題 55 三、 健康照護的團隊創新 58 貳、 我國服務業科技化政策推廣脈絡 60 參、 我國健康照護產業發展政策 62 第四章 個案營運內容 66 壹、 甲醫院—創新的數位遊戲復健服務 66 一、 計畫背景 66 二、 營運過程 69 三、 持續創新理論模型之建構 92 貳、 乙醫療體系—從第一期到第二期的遠距健康照護服務 93 一、 計畫背景 93 二、 營運過程 101 三、 合作困難與解決方法 106 第五章 研究發現 142 壹、 甲聯盟—尋找需求的契合 142 一、 物件觀點 142 二、 社會互動觀點 143 三、 思維框架觀點 153 四、 小結 155 貳、 乙聯盟—抓住合作的感覺 156 一、 意會的困境 156 二、 合作意會之策略 157 三、 影響合作意會的間接因素 170 四、 小結 177 參、 服務業科技化常見合作問題 179 一、 執行層級 179 二、 聯盟層級 181 第六章 討論 190 壹、 理論意涵 190 一、 有意義的非正式活動 190 二、 合作的意會來自體驗對方的工作脈絡 191 三、 思維框架的轉變 192 四、 意義塑造與持續創新 193 貳、 實務意涵 196 一、 醫療機構 197 二、 廠商 200 三、 研發法人機構 201 四、 政府 202 參、 社會意涵 207 肆、 未來研究建議 208 結論 211 參考文獻 213 壹、 中文 213 貳、 外文 215 參、 網站 221 附錄 223 附錄一 223 附錄二 226 表目錄 表1-1 甲聯盟受訪者整理 12 表1-2 乙聯盟受訪者整理 13 表1-3 其他受訪者 14 表2-1 產業經營朝向服務典範演進 21 表2-2 2007年主要國家各產業占GDP及就業比重 22 表2-2 服務科技化(SvIT)與科技服務化(ITaaS)之比較 29 表2-3 科技人員與使用者的科技思維框架 40 表2-4 混沌意會的思維假設 49 表3-1 服務業發展相關政策推動歷程 61 表3-2 科技化健康照護創新服務計畫推動歷程及成果 63 表4-1 申養護中心與丁科技公司的思維框架 88 表4-2 護理人員與工程師的思維框架 128 表4-3 工程師駐點前後的思維框架 135 表4-4 護理長合作行為的轉變 136 表5-1 醫院與廠商合作的思維框架 155 表9-1 計畫補助原則 223 表9-2 計畫審查原則—建置計畫 223 表9-3 計畫審查原則—先期計畫 225 圖目錄 圖1-1 研究流程與議題轉變過程 15 圖1-2 研究分析架構 17 圖2-1 影響服務業發展的流程 25 圖3-1 健康照護產業價值鏈 64 圖4-1 甲聯盟營運流程圖 69 圖4-2 甲聯盟營運概念規劃流程 73 圖4-3 甲聯盟遊戲設計流程 79 圖4-4 意義塑造的持續創新模型 93 圖4-5 乙聯盟U-Care 1計畫營運期程 98 圖4-6 乙聯盟U-Care 1計畫服務模式簡圖 99 圖4-7 乙聯盟各聯盟廠商職責關係 100 圖4-8 乙聯盟計畫主要分工與流程圖 106 圖4-9 非正式活動對持續性合作意會環境的塑造 112 圖4-10平台主機安置演進 116 圖4-11平台系統的設計困難與解決方式 122 圖4-12工程師駐點流程 137 圖4-13護理師合作模式改變 137 圖4-14居家訪視小組關係 139 圖5-1 僵化思維框架阻礙合作意會的過程 169 圖5-2 轉變思維框架促進合作意會的過程 170 圖5-3 合作意會的多元意義 188 圖5-4 影響合作意會的三構面 196 | zh_TW |
| dc.language.iso | en_US | - |
| dc.source.uri (資料來源) | http://thesis.lib.nccu.edu.tw/record/#G0094262014 | en_US |
| dc.subject (關鍵詞) | 服務業科技化 | zh_TW |
| dc.subject (關鍵詞) | 健康照護 | zh_TW |
| dc.subject (關鍵詞) | 跨業聯盟 | zh_TW |
| dc.subject (關鍵詞) | 新服務 | zh_TW |
| dc.subject (關鍵詞) | 合作意會 | zh_TW |
| dc.subject (關鍵詞) | IT enabled Service | en_US |
| dc.subject (關鍵詞) | Health care | en_US |
| dc.subject (關鍵詞) | Cross-industrial alliance | en_US |
| dc.subject (關鍵詞) | New service | en_US |
| dc.subject (關鍵詞) | Collaborative sensemaking | en_US |
| dc.title (題名) | 服務業科技化跨業合作歷程之研究— 以健康照護新服務開發聯盟為例 | zh_TW |
| dc.title (題名) | An empirical study of cross-industrial collaboration process within IT enabled services—Two examples of new services in health care development alliances | en_US |
| dc.type (資料類型) | thesis | en |
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