1. NCCU Academic Hub
  2. 學術產出
  3. College of Commerce
  4. Theses
  5. Item

學術產出-Theses

Article View/Open

Publication Export

Google ScholarTM

政大圖書館

Citation Infomation

  • No doi shows Citation Infomation
題名 發展一個服務導向的商業模式：以臺大醫院電子健康為例
Developing a business model in the service context: using NTUH e-health as an example
作者 詹蕙如
Chan, Hui Ju
貢獻者 張欣綠
Chang, Hsin Lu
詹蕙如
Chan, Hui Ju
關鍵詞 商業模式
服務
電子健康
醫療保健
Business model
Services
E-health
Healthcare
日期 2012
上傳時間 2-Sep-2013 16:01:09 (UTC+8)
摘要 電子健康的創新為人們的健康與福祉，帶來了許多的貢獻，然而在日益發展的同時，電子健康亦面臨了許多的挑戰，使得普及化非常困難。本研究綜合了相關的現存文獻，包括了商業模式和服務理論，希望建置出一個服務導向的商業模式，並以此來支持電子健康服務，使電子健康此項目得以永續經營。本研究所提出之營運模式架構由五大支柱、十一個組件以及三個越來越具體的決策層次所組成，以幫助組織針對每一個決策領域做出適當的決策，最後發展出適合的營運模式另外，本研究的數據與資料來自臺灣最大的醫院之一，國立臺灣大學附設醫院，希望將本研究框架應用在此，以幫助臺大醫院成功地建置與提供電子健康服務。總歸出結論，本研究致力於建立一個服務導向的商業模式，並將此研究模型的方法應用在臺大醫院的電子健康服務，期待研究成果可為國內和世界各地的醫療保健產業提供新的前景。
Electronic health (e-health) innovations have contributed to the welfare of many, but they have also presented several developmental challenges. This study synthesizes the extant literature regarding business models and service theories and seeks to de-velop a business model in the service context that can support e-health services to maintain sustainable operations. The business model framework is composed of five pillars, eleven components and three increasingly specific levels to help organizations make decisions for each decision area to finally capture an appropriate business model. In addition, by utilizing data from the National Taiwan University Hospital (NTUH), which is one of the largest hospitals in Taiwan, this research framework can be applied to help NTUH to successfully deploy e-health services. In sum, this study is dedicated to establishing a business model for services and applying the business model approach to NTUH e-heath, which will contribute to providing new prospects for domestic and worldwide e-health.
參考文獻 1. Afuah, A., & Tucci, C. L. (2001). Internet Business Models and Strategies. Boston, MA: McGraw Hill.
2. Amit, R., & Zott, C. (2001). Value creation in ebusiness. Strategic Management Journal, 22(6-7), 493-520.
3. Applegate, L. M. (2001). Emerging E-Business Model: Lessons from the Field. Boston, MA: Harvard Business School Press, HBS No. 9-801-172.
4. Barker, G. P., Krupinski, E. A., McNeely, R. A., Holcomb, M. J., Lopez, A. M., & Weinstein, R. S. (2005). The Arizona Telemedicine Program business model. Journal of Telemedicine and Telecare, 11(8), 397-402.
5. Bateson, J. E. G. (1985): Perceived control and the service encounter. In J. A. Czepiel, M. R. Solomon, & C. F. Surprenant (Eds.), The service encounter (pp. 67-82). Lexington, MA: Heath and Company.
6. Broens, T.H.F, Huis in’t Veld, M.H.A., Vollenbroek-Hutten, M.M.R, Hermens, H.J, Halteren, A. van & Nieuwenhuis, L.J.M. (2007). Determinants of successful telemedicine implementations: a literature study. Journal of Telemedicine and Telecare, 13(6), 303-309
7. Brown, S.W. (1997). Service Recovery Through IT. Marketing Management, 6(3), 25-27.
8. Brown, S.W. (2000). Practicing best-in-class service recovery. Marketing Management, 9(2), 8-9.
9. Brown, S.W., Fisk, R.P., & Bitner, M.J. (1994). The Development and Emergence of Services Marketing Thought. International Journal of Service Industry Management, 5(1), 21-48.
10. Carlzon, J. (1987). Moments of Truth. Cambridge. MA: Ballinger Publishing Co.
11. Chase, R. B., & Dasu, S. (2001). Want to perfect your company’s service? Use behavioral science. Harvard Business Review, 79(6), 78-84.
12. Chase, R.B. (1978). Where does the customer fit in a service operation? Harvard Business Review, 56(6), 137-142.
13. Chase, R.B. (1981). The Customer Contact Approach to Services: Theoretical Bases and Practical Extensions. Operations Research, 29(4), 698-706.
14. Chase, R.B., & Tansik, D.A. (1983). The customer contact model for organization design. Management Science, 29(9), 1037-1050.
15. Chesbrough, H.W., & Rosenbloom, R.S. (2002). The role of the business model in capturing value from innovation: Evidence from Xerox corporation’s technology spin-off companies. Industrial and Corporate Change, 11(3), 529-555.
16. Congram, C., & Epelman, M. (1995). How to describe your service. International Journal of Service Industry Management, 6(2), 6-23.
17. Cook, D.P., Goh, C.H., & Chung, C.H. (1999). Service Typologies: A State of the Art Survey. Production & Operations Management, 8(3), 318-338.
18. Cook, L.S., Bowen, D.E., Chase, R.B., Dasu, S., Stewart, D.M., & Tansik, D.A. (2002). Human issues in service design. Journal of Operations Management, 20(2), 159-174.
19. Cronin, J.J., & Taylor, S.A. (1992). Measuring service quality: A reexamination and extension. Journal of Marketing, 56(3), 55-68.
20. Dabholkar, P.A., & Overby, J.W. (2005). Linking process and outcome to service quality and customer satisfaction evaluations: An investigation of real estate agent service. International Journal of Service Industry Management, 16(1), 10-27.
21. Dean, A.M. (2004). Service delivery and operations objectives: listening to call centre customers. Retrieved from http://www.buseco.monash.edu.au/mgt/research/working-papers/2004/wp34-04.pdf
22. Elnaghi, M., Al Shawi, S., Irani, Z., & Seitanidi, M.M. (2008, May). Towards Designing a Sustainable IS-Enabled Service Delivery System. Paper presented at the European and Mediterranean Conference on Information Systems 2008, Dubai. Abstract retrieved from http://www.iseing.org/emcis/EMCIS2008/proceedings/refereed%20papers/contributions/c%2079/emcis%202008%20paper%20v2.pdf
23. Fitzsimmons, J.A., & Fitzsimmons, M.J. (2001). Service Management: Operations, Strategy, and Information Technology. New York: McGraw-Hill.
24. Fleming, C. (2010, February 2). Global E-Health Is Focus Of New Health Affairs Issue. Retrieved from http://healthaffairs.org/blog/2010/02/02/global-e-health-is-focus-of-new-health-affairs-issue/
25. Goldstein, S.M., Johnston, R., Duffy, J., & Rao, J. (2002). The service concept: the missing link in service design research? Journal of Operations Management, 20(2), 121-134.
26. Gouillart, F.J., & Sturdivant, F.D. (1994). Spend a Day in the Life of Your Customers. Harvard Business Review, 72(1), 116-125.
27. Grönroos, C. (2000). Service Management and Marketing: A Customer Relationship Management Approach (2nd ed.). Chichester, England: John Wiley & Sons.
28. Gummesson, E. (1994). Service Management: An Evaluation and the Future. International Journal of Service Industry Management, 5(1), 77-96.
29. Hamel, G. (2000). Leading the revolution. Boston, MA: Harvard Business School Press.
30. Hart, C.W.L., Heskett, J.L., & Sasser Jr., W.E. (1990). The Profitable Art of Service Recovery. Harvard Business Review, 68(4), 148-156.
31. HERO Network LLC (2013, March 22). About Us [Online official information]. Retrieved from http://hero-network.com/
32. Heskett, J. L., Sasser Jr., W. E. & Hart, C. W. L. (1990). Service Breakthroughs: Changing the Rules of the Game. New York: The Free Press.
33. Heskett, J.L. (1987). Lessons in the service sector. Harvard Business Review, 65(2), 118-126.
34. Hoy, Wayne K., John Tarter, C., & Kottkamp, Robert B. (1991). Open Schools/Healthy Schools. London, England: Sage Publications.
35. Intel-GE Care Innovations (2012, November 25). About Us [Online official information]. Retrieved from http://www.careinnovations.com/about-us
36. Johnston, R., & Clark, G. (2001). Service Operations Management. London: FT Prentice Hall.
37. Kim, H.W., & Kim, Y.G. (2001). Rationalizing the customer service process. Business Process Management Journal, 7(2), 139-156.
38. Leunissen, R.M.J. (2009, January). The validation of an e-health service business model. Paper presented at the 10th Twente Student Conference on IT, Enschede, Netherlands. Abstract retrieved from http://referaat.cs.utwente.nl/conference/10/paper/6931/the-validation-of-an-e-health-service-business-model.pdf
39. Lovelock, C., & Wirtz, J. (2004). Service marketing: People, technology, strategy (5th ed.). Upper Saddle River, NJ: Pearson Prentice Hall.
40. Lynch, R., & Cross, K. (1995). Measure up! Yardsticks for continuous improvement. Cambridge, MA: Basil Blackwell.
41. Mayer, K.J., Bowen, J.T., & Moulton, M.R. (2003). A proposed model of the descriptors of service process. Journal of Services Marketing, 17(6), 621-639.
42. McLaughlin, C.P., Pannesi, R.T., & Kathuria, N. (1991). The Different Operations Strategy Planning Process for Service Operations. International Journal of Operations & Production Management, 11(3), 63-76.
43. Medi-Compass (2013, March 22). Who We Are [Online official information]. Retrieved from http://www.medi-compass.com/who-we.php
44. Metters, R. D., King-Metters, K. H., Pullman, M., & Walton, S. (2006). Successful service operations management (2nd ed). Mason, Ohio: Thomson South-Western.
45. Mintzberg, H. (1989). Mintzberg on Management: Inside our Strange World of Organisation. New York: Free Press.
46. Mitchell, D., & Coles, C. (2003). The Ultimate Competitive Advantage of Continuing Business Model Innovation. The Journal of Business Strategy, 24(5), 15-21.
47. Mohr, L.A., & Bitner, M.J. (1995). The Role of Employee Effort in Satisfaction with Service Transactions. Journal of Business Research, 32(3), 239-252.
48. Morris, M., Schindehutte, M., & Allen, J. (2005). The entrepreneur’s business model: toward a unified perspective. Journal of Business Research, 58(6), 726-735.
49. Mun, S. K., Tohme, W. G., Platenbergw, R C., & Choi I. (2005). Teleradiology and emerging business models. Journal of Telemedicine and Telecare, 11(6), 271-275.
50. National Taiwan University Hospital (2013, Feburary 5). About us: Future Prospects [Online official information]. Retrieved from https://plus.google.com/u/0/stream/circles/p2a16a48f8eee0197
51. National Taiwan University Hospital (2013, July 24). Introduction[Online official information]. Retrieved from http://www.ntuh.gov.tw/ntuh.aspx
52. National Taiwan University Hospital Telehealth Center (2013, March 21). About us: About Our Center [Online official information]. Retrieved from http://telehealth.ntuh.gov.tw/html.php?id=10
53. National Taiwan University Hospital Telehealth Center (2013, March 21). Service: Enrollment Targets [Online official information]. Retrieved from http://telehealth.ntuh.gov.tw/html.php?categoryid=1&id=1
54. Osterwalder, A. (2004). The Business Model Ontology- A Proposition in the Design Science Approach (Unpublished doctoral dissertation). University of Lausanne, Lausanne, Switzerland.
55. Osterwalder, A., Pigneur, Y., & Tucci, C.L. (2005). Clarifying business models: Origins, present and future of the concept. Communications of the Association for Information Science (CAIS), 16(1), 1-25.
56. Osterwalder, A., Pigneur, Y., Smith, A., & Clark, T. (2010). Business Model Generation: A Handbook for Visionaries, Game Changers, and Challengers. New York: John Wiley & Sons Inc.
57. Paul Y. Takahashi, MD, MPH; Jennifer L. Pecina, MD; Benjavan Upatising, MSIE, PhD; Rajeev Chaudhry, MBBS, MPH; Nilay D. Shah, PhD; Holly Van Houten, BA; Steve Cha, MS; Ivana Croghan, PhD; James M. Naessens, ScD; Gregory J. Hanson, MD. (2012) A randomized controlled trial of telemonitoring in older adults with multiple health issues to prevent hospitalizations and emergency department visits. Arch Intern Med, 172(10), 773-779.
58. PHRsToday (2012, November 25). PHR Reviews: MediCompass [Web blog message]. Retrieved from http://www.phrstoday.com/medicompass.html
59. Pine, B.J., & Gilmore, J. H. (1999). The Experience Economy. Boston, MA: Harvard Business School Press.
60. Piotti, B., & Macome, E. (2007). Public healthcare in Mozambique: strategic issues in the ICT development during managerial changes and public reforms. International Journal of Medical Informatics, 76(1), 185-194.
61. Ponsignon, F., Smart, P.A., & Maull, R.S. (2007, July). Service delivery systems: a business process perspective. Paper presented at the Production and Operations Management Society (POMS) Conference, London Business School. Abstract retrieved from http://www.poms.org/conferences/cso2007/talks/44.pdf
62. Porter, M.E. (1985). Competitive advantage. New York: Free Press.
63. Reichheld, F.F., & Sasser, E.W. (1990). Zero defections: Quality comes to services. Harvard Business Review, 68(5), 105-111.
64. Roth, A.V., & Menor, L.J. (2003). Insights into service operations management: a research agenda. Journal of Production Operation Management, 12(2), 145-164.
65. Sampson, S. E., & Froehle, C. M. (2006). Foundation and implication of a proposed unified services theory. Production and Operations Management, 15(2), 329-343.
66. Scheuing, E.Z., & Johnson, E.M. (1989). A proposed model for new service development. Journal of Services Marketing, 3(2), 25-34.
67. Schlesinger, L. A., & Heskett, J. L. (1991). The Service-Driven Service Company. Harvard Business Review, 69(5), 71-81.
68. Schwartz, H.M. & Davis, S.M. (1981). Matching Corporate Culture and Business Strategy. Organizational Dynamics, 59, 33.
69. Shieff, D., & Brodie, R. (1995). Customer service mapping: How to make customer satisfaction research deliver actionable results to managers. Australian Journal of Market Research, 3(1), 31-37.
70. Shostack, G. (1985). Planning the service encounter. In J. Czepiel, M. Solomon, & C. Surprenant (Eds.), The Service Encounter. Lexington, MA: Lexington Books.
71. Shostack, G. L. (1987). Service positioning through structural change. Journal of Marketing, 51(1), 34-43.
72. Shostack, G.L. (1982). How to Design a Service. European Journal of Marketing, 16(1), 49-63.
73. Shostack, G.L. (1984). Designing services that deliver. Harvard Business Review, 62(1), 133-139.
74. Slack, N., Chambers, S., Johnston, R. (2004). Operations management (4th ed.). Harlow, England: Financial Times/Prentice Hall.
75. Slywotzky, A.J. (1996). Value Migration: How to Think Several Moves Ahead of the Competition. Boston, MA: Harvard Business School Press.
76. Solomon, M. R., Surprenant, C. F., Czepiel, J. A., & Gutman, E. G. (1985). A Role Theory Perspective on Dyadic Interactions: The Service Encounter. Journal of Marketing, 49(1), 99-111.
77. Spil, T., & Kijl, B. (2009). E-health Business Models: From Pilot Project to Successful Deployment. IBIMA Business Review, 1(5), 55-66.
78. Stewart D.W., & Zhao, Q. (2000). Internet marketing, business models, and public policy. Journal of Public Policy and Marketing, 19, 287-296.
79. Stroetmann, K.A., Jones, T., Dobrev, A., & Stroetmann, V.N. (2006). eHealth is Worth it: The economic benefits of implemented eHealth solutions at ten European sites. European Commission (Ed.). Luxembourg: European Communities.
80. Takahashi, P.Y., Pecina, J.L., Upatising, B., Chaudhry, R., Shah, N.D., Van Houten, H., Cha, S., Croghan, I., Naessens, J.M., & Hanson, G.J. (2012). A randomised controlled trial of telemonitoring in older adults with multiple health issues to prevent hospitalizations and emergency department visits. Archives of Internal Medicine, 172(10), 773-779.
81. Timmers, P. (1998). Business Models for Electronic Markets. Journal on Electronic Markets, 8(2), 3-8.
82. van Looy, B., Van Dierdonck, R., & Gemmel, P., (1998). Services Management An Integrated Approach. Harlow, England: Pearson Education Limited.
83. Verma, R., Fitzsimmons, J., Heineke, J., & Davis, M. (2002). New issues and opportunities in service design research. Journal of Operations Management, 20(2), 117-120.
84. Victorino, L. (2008). Scripting the Service Encounter: An Empirical Analysis. California: BiblioBazaar LLC.
85. Willings, B. (2010). Sustainable e-health business models in Sub-Saharan Africa (Master Thesis, Athens Information Technology). Retrieved from http://www.aitdspace.gr/xmlui/handle/123456789/286
86. Zeithaml, V.A., Bitner, M.J., Gremler, D.D. (2006). Services marketing: Integrating customer focus across the firm (4th ed.). Boston, MA: McGraw-Hill/Irwin.
87. 北區遠距健康照護區域服務中心(2012)。服務內容。2013年07月24日取自http://www.telecareservice.org.tw/TRSCPortal/index.aspx
88. 宅學習 - Social Learning Space (2011)。A.2.3 臺大醫院遠距照護中心。2013年07月24日取自http://sls.weco.net/node/15915
89. 亞東紀念醫院心臟血管內科(2013)。遠距醫療(安心照護)。2013年07月24日取自http://depart.femh.org.tw/cardiology/service10.htm
90. 林東正、徐筱雯(2008年12月)。遠距醫療之探討：商業模式觀點。第十四屆資訊管理暨務實研討會，東吳大學。
91. 金山分院(2013)。醫院簡介。2013年07月24日取自http://www.jsh.org.tw/
92. 南區遠距健康照護區域服務中心(2012)。服務內容。2013年07月24日取自http://healthcare.uho.com.tw/
93. 振興醫院 遠距照護中心(2010)。振興醫院遠距心臟照護管理執行經驗與分享。2013年07月24日取自http://doh.telecare.com.tw/Upload/Activity/20101110%E7%A0%94%E8%A8%8E/%E7%B6%93%E9%A9%97%E5%88%86%E4%BA%AB_%E6%8C%AF%E8%88%88%E9%86%AB%E9%99%A2-%E6%AE%B7%E5%81%89%E8%B3%A2%E4%B8%BB%E4%BB%BB.pdf
94. 振興醫院 遠距照護中心(2013)。服務說明。2013年07月24日取自http://home.chgh.org.tw/chgh/passport/index.jspx
95. 國立台灣大學生醫電子與資訊學研究所（2011）。連續性個人化健康照護整合平台。行政院國家科學委員會專題研究成果報告（編號：NSC 100-2219-E-002 -032），未出版。
96. 國立台灣大學生醫電子與資訊學研究所（2012）。連續性個人化健康照護整合平台。行政院國家科學委員會專題研究成果報告（編號：NSC 101-2219-E-002 -024），未出版。
97. 敏盛醫療體系(2013)。認識敏盛。2013年07月24日取自http://www.e-ms.com.tw/homepage.aspx
98. 智能醫學科技(2013)。服務方案。2013年07月24日取自http://www.smart-care.com.tw/
99. 楊凱期(2009)。開放式經營模式演進歷程分析之研究－以台積電為例(碩士論文)。取自 http://140.119.115.26/handle/140.119/36917
100. 經濟部（2007）。遠距健康照護示範服務先期規劃國內外健康照護案例分析。經濟部創新服務業界科專 銀髮族U-Care旗艦計畫，未出版。
101. 彰化基督教醫院 糖尿病衛教中心、遠距健康管理中心(2010)。行政院衛生署 「遠距健康照護服務複製擴散計劃」 中區-彰基團隊複製擴散經驗分享。2013年07月24日取自http://telecare.com.tw/Upload/Activity/20101110%E7%A0%94%E8%A8%8E/%E7%B6%93%E9%A9%97%E5%88%86%E4%BA%AB_%E5%BD%B0%E5%9F%BA%E9%86%AB%E9%99%A2-%E5%BB%96%E5%9F%B9%E6%B9%A7%E4%B8%BB%E4%BB%BB.pdf
102. 彰化基督教醫院體重管理及糖尿病健康管理中心(2013)。遠距平台。2013年07月24日取自http://www2.cch.org.tw/bsdm
103. 劉千綺（2008年6月）。貼身醫護貼心照顧。創新發現誌，3。取自 http://ideas.org.tw/magazine_article.php?f=1600
104. 衛生署(2008)。遠距照護服務計畫。2013年07月24日取自http://doh.telecare.com.tw/aboutus.aspx
105. 衛生署(2012)。衛生福利部遠距健康照護服務。2013年07月24日取自http://doh.telecare.com.tw/dotnetnuke/%E9%81%A0%E8%B7%9D%E5%81%A5%E5%BA%B7%E7%85%A7%E8%AD%B7%E6%9C%8D%E5%8B%99%E5%85%A5%E5%8F%A3%E7%B6%B2.aspx
描述 碩士
國立政治大學
資訊管理研究所
100356017
101
資料來源 http://thesis.lib.nccu.edu.tw/record/#G0100356017
資料類型 thesis
dc.contributor.advisor 張欣綠zh_TW
dc.contributor.advisor Chang, Hsin Luen_US
dc.contributor.author (Authors) 詹蕙如zh_TW
dc.contributor.author (Authors) Chan, Hui Juen_US
dc.creator (作者) 詹蕙如zh_TW
dc.creator (作者) Chan, Hui Juen_US
dc.date (日期) 2012en_US
dc.date.accessioned 2-Sep-2013 16:01:09 (UTC+8)-
dc.date.available 2-Sep-2013 16:01:09 (UTC+8)-
dc.date.issued (上傳時間) 2-Sep-2013 16:01:09 (UTC+8)-
dc.identifier (Other Identifiers) G0100356017en_US
dc.identifier.uri (URI) http://nccur.lib.nccu.edu.tw/handle/140.119/59296-
dc.description (描述) 碩士zh_TW
dc.description (描述) 國立政治大學zh_TW
dc.description (描述) 資訊管理研究所zh_TW
dc.description (描述) 100356017zh_TW
dc.description (描述) 101zh_TW
dc.description.abstract (摘要) 電子健康的創新為人們的健康與福祉，帶來了許多的貢獻，然而在日益發展的同時，電子健康亦面臨了許多的挑戰，使得普及化非常困難。本研究綜合了相關的現存文獻，包括了商業模式和服務理論，希望建置出一個服務導向的商業模式，並以此來支持電子健康服務，使電子健康此項目得以永續經營。本研究所提出之營運模式架構由五大支柱、十一個組件以及三個越來越具體的決策層次所組成，以幫助組織針對每一個決策領域做出適當的決策，最後發展出適合的營運模式另外，本研究的數據與資料來自臺灣最大的醫院之一，國立臺灣大學附設醫院，希望將本研究框架應用在此，以幫助臺大醫院成功地建置與提供電子健康服務。總歸出結論，本研究致力於建立一個服務導向的商業模式，並將此研究模型的方法應用在臺大醫院的電子健康服務，期待研究成果可為國內和世界各地的醫療保健產業提供新的前景。zh_TW
dc.description.abstract (摘要) Electronic health (e-health) innovations have contributed to the welfare of many, but they have also presented several developmental challenges. This study synthesizes the extant literature regarding business models and service theories and seeks to de-velop a business model in the service context that can support e-health services to maintain sustainable operations. The business model framework is composed of five pillars, eleven components and three increasingly specific levels to help organizations make decisions for each decision area to finally capture an appropriate business model. In addition, by utilizing data from the National Taiwan University Hospital (NTUH), which is one of the largest hospitals in Taiwan, this research framework can be applied to help NTUH to successfully deploy e-health services. In sum, this study is dedicated to establishing a business model for services and applying the business model approach to NTUH e-heath, which will contribute to providing new prospects for domestic and worldwide e-health.en_US
dc.description.tableofcontents CHAPTER 1 - INTRODUCTION..........1
CHAPTER 2 - LITERATURE REVIEW..........3
2.1 The business model..........3
2.2 Service design..........11
2.2.1. Service strategy triad..........11
2.2.2. Service process..........13
2.2.3. Service encounter..........13
CHAPTER 3 - RESEARCH FRAMEWORK..........16
3.1 The five pillars..........17
3.2 The eleven components as decision areas..........18
3.3 The three levels of decision making..........23
CHAPTER 4 - THE PROCESS OF ANALYSIS..........26
4.1 Case background: NTUH e-health services..........26
4.2 Data collection..........27
CHAPTER 5 - CASE ANALYSIS..........33
5.1 Industry Analysis..........33
5.1.1. Service Position..........39
5.1.1.1. Organization..........39
5.1.1.2. Customer Segments..........40
5.1.2. Service Offering..........40
5.1.2.1. Service Proposition..........40
5.1.3. Front End- Delivery Process..........41
5.1.3.1. Service Encounter..........41
5.1.3.2. Service Delivery..........42
5.1.4. Back end - Supporting Process..........43
5.1.4.1. Key Resources..........43
5.1.4.2. Key Activities..........43
5.1.4.3. Key Partners..........44
5.1.5. Value..........45
5.1.5.1. Financial Value..........45
5.1.5.2. Customer Value ..........45
5.1.5.3. Operating Value..........46
5.2 Case Analysis..........46
5.2.1. Organization..........46
5.2.2. Customer Segments..........48
5.2.3. Service Proposition..........50
5.2.4. Service Encounter..........58
5.2.5. Service Delivery..........60
5.2.6. Key Resources..........61
5.2.7. Key Activities..........67
5.2.8. Key Partners..........69
5.2.9. Financial Value..........71
5.2.10. Customer Value..........73
5.2.11. Operating Value..........73
CHAPTER 6 - DISCUSSION..........75
CHAPTER 7 - CONCLUSION..........80
REFERENCE..........83
Appendix A - The Interview Questions..........92
Appendix B - The Questionnaire..........95
Appendix C - The decision area: Organization..........97
Appendix D - The decision area: Customer Segments..........100
Appendix E - The decision area: Service Proposition..........102
Appendix F - The decision area: Service Encounter..........105
Appendix G - The decision area: Service Delivery..........108
Appendix H - The decision area: Key Resources..........110
Appendix I - The decision area: Key Activities..........114
Appendix J - The decision area: Key Partners..........120
Appendix K - The decision area: Financial Value..........127
Appendix L - The decision area: Customer Value..........129
Appendix M - The decision area: Operating Value..........130		zh_TW
dc.format.extent 1776985 bytes-
dc.format.mimetype application/pdf-
dc.language.iso en_US-
dc.source.uri (資料來源) http://thesis.lib.nccu.edu.tw/record/#G0100356017en_US
dc.subject (關鍵詞) 商業模式zh_TW
dc.subject (關鍵詞) 服務zh_TW
dc.subject (關鍵詞) 電子健康zh_TW
dc.subject (關鍵詞) 醫療保健zh_TW
dc.subject (關鍵詞) Business modelen_US
dc.subject (關鍵詞) Servicesen_US
dc.subject (關鍵詞) E-healthen_US
dc.subject (關鍵詞) Healthcareen_US
dc.title (題名) 發展一個服務導向的商業模式：以臺大醫院電子健康為例zh_TW
dc.title (題名) Developing a business model in the service context: using NTUH e-health as an exampleen_US
dc.type (資料類型) thesisen
dc.relation.reference (參考文獻) 1. Afuah, A., & Tucci, C. L. (2001). Internet Business Models and Strategies. Boston, MA: McGraw Hill.
2. Amit, R., & Zott, C. (2001). Value creation in ebusiness. Strategic Management Journal, 22(6-7), 493-520.
3. Applegate, L. M. (2001). Emerging E-Business Model: Lessons from the Field. Boston, MA: Harvard Business School Press, HBS No. 9-801-172.
4. Barker, G. P., Krupinski, E. A., McNeely, R. A., Holcomb, M. J., Lopez, A. M., & Weinstein, R. S. (2005). The Arizona Telemedicine Program business model. Journal of Telemedicine and Telecare, 11(8), 397-402.
5. Bateson, J. E. G. (1985): Perceived control and the service encounter. In J. A. Czepiel, M. R. Solomon, & C. F. Surprenant (Eds.), The service encounter (pp. 67-82). Lexington, MA: Heath and Company.
6. Broens, T.H.F, Huis in’t Veld, M.H.A., Vollenbroek-Hutten, M.M.R, Hermens, H.J, Halteren, A. van & Nieuwenhuis, L.J.M. (2007). Determinants of successful telemedicine implementations: a literature study. Journal of Telemedicine and Telecare, 13(6), 303-309
7. Brown, S.W. (1997). Service Recovery Through IT. Marketing Management, 6(3), 25-27.
8. Brown, S.W. (2000). Practicing best-in-class service recovery. Marketing Management, 9(2), 8-9.
9. Brown, S.W., Fisk, R.P., & Bitner, M.J. (1994). The Development and Emergence of Services Marketing Thought. International Journal of Service Industry Management, 5(1), 21-48.
10. Carlzon, J. (1987). Moments of Truth. Cambridge. MA: Ballinger Publishing Co.
11. Chase, R. B., & Dasu, S. (2001). Want to perfect your company’s service? Use behavioral science. Harvard Business Review, 79(6), 78-84.
12. Chase, R.B. (1978). Where does the customer fit in a service operation? Harvard Business Review, 56(6), 137-142.
13. Chase, R.B. (1981). The Customer Contact Approach to Services: Theoretical Bases and Practical Extensions. Operations Research, 29(4), 698-706.
14. Chase, R.B., & Tansik, D.A. (1983). The customer contact model for organization design. Management Science, 29(9), 1037-1050.
15. Chesbrough, H.W., & Rosenbloom, R.S. (2002). The role of the business model in capturing value from innovation: Evidence from Xerox corporation’s technology spin-off companies. Industrial and Corporate Change, 11(3), 529-555.
16. Congram, C., & Epelman, M. (1995). How to describe your service. International Journal of Service Industry Management, 6(2), 6-23.
17. Cook, D.P., Goh, C.H., & Chung, C.H. (1999). Service Typologies: A State of the Art Survey. Production & Operations Management, 8(3), 318-338.
18. Cook, L.S., Bowen, D.E., Chase, R.B., Dasu, S., Stewart, D.M., & Tansik, D.A. (2002). Human issues in service design. Journal of Operations Management, 20(2), 159-174.
19. Cronin, J.J., & Taylor, S.A. (1992). Measuring service quality: A reexamination and extension. Journal of Marketing, 56(3), 55-68.
20. Dabholkar, P.A., & Overby, J.W. (2005). Linking process and outcome to service quality and customer satisfaction evaluations: An investigation of real estate agent service. International Journal of Service Industry Management, 16(1), 10-27.
21. Dean, A.M. (2004). Service delivery and operations objectives: listening to call centre customers. Retrieved from http://www.buseco.monash.edu.au/mgt/research/working-papers/2004/wp34-04.pdf
22. Elnaghi, M., Al Shawi, S., Irani, Z., & Seitanidi, M.M. (2008, May). Towards Designing a Sustainable IS-Enabled Service Delivery System. Paper presented at the European and Mediterranean Conference on Information Systems 2008, Dubai. Abstract retrieved from http://www.iseing.org/emcis/EMCIS2008/proceedings/refereed%20papers/contributions/c%2079/emcis%202008%20paper%20v2.pdf
23. Fitzsimmons, J.A., & Fitzsimmons, M.J. (2001). Service Management: Operations, Strategy, and Information Technology. New York: McGraw-Hill.
24. Fleming, C. (2010, February 2). Global E-Health Is Focus Of New Health Affairs Issue. Retrieved from http://healthaffairs.org/blog/2010/02/02/global-e-health-is-focus-of-new-health-affairs-issue/
25. Goldstein, S.M., Johnston, R., Duffy, J., & Rao, J. (2002). The service concept: the missing link in service design research? Journal of Operations Management, 20(2), 121-134.
26. Gouillart, F.J., & Sturdivant, F.D. (1994). Spend a Day in the Life of Your Customers. Harvard Business Review, 72(1), 116-125.
27. Grönroos, C. (2000). Service Management and Marketing: A Customer Relationship Management Approach (2nd ed.). Chichester, England: John Wiley & Sons.
28. Gummesson, E. (1994). Service Management: An Evaluation and the Future. International Journal of Service Industry Management, 5(1), 77-96.
29. Hamel, G. (2000). Leading the revolution. Boston, MA: Harvard Business School Press.
30. Hart, C.W.L., Heskett, J.L., & Sasser Jr., W.E. (1990). The Profitable Art of Service Recovery. Harvard Business Review, 68(4), 148-156.
31. HERO Network LLC (2013, March 22). About Us [Online official information]. Retrieved from http://hero-network.com/
32. Heskett, J. L., Sasser Jr., W. E. & Hart, C. W. L. (1990). Service Breakthroughs: Changing the Rules of the Game. New York: The Free Press.
33. Heskett, J.L. (1987). Lessons in the service sector. Harvard Business Review, 65(2), 118-126.
34. Hoy, Wayne K., John Tarter, C., & Kottkamp, Robert B. (1991). Open Schools/Healthy Schools. London, England: Sage Publications.
35. Intel-GE Care Innovations (2012, November 25). About Us [Online official information]. Retrieved from http://www.careinnovations.com/about-us
36. Johnston, R., & Clark, G. (2001). Service Operations Management. London: FT Prentice Hall.
37. Kim, H.W., & Kim, Y.G. (2001). Rationalizing the customer service process. Business Process Management Journal, 7(2), 139-156.
38. Leunissen, R.M.J. (2009, January). The validation of an e-health service business model. Paper presented at the 10th Twente Student Conference on IT, Enschede, Netherlands. Abstract retrieved from http://referaat.cs.utwente.nl/conference/10/paper/6931/the-validation-of-an-e-health-service-business-model.pdf
39. Lovelock, C., & Wirtz, J. (2004). Service marketing: People, technology, strategy (5th ed.). Upper Saddle River, NJ: Pearson Prentice Hall.
40. Lynch, R., & Cross, K. (1995). Measure up! Yardsticks for continuous improvement. Cambridge, MA: Basil Blackwell.
41. Mayer, K.J., Bowen, J.T., & Moulton, M.R. (2003). A proposed model of the descriptors of service process. Journal of Services Marketing, 17(6), 621-639.
42. McLaughlin, C.P., Pannesi, R.T., & Kathuria, N. (1991). The Different Operations Strategy Planning Process for Service Operations. International Journal of Operations & Production Management, 11(3), 63-76.
43. Medi-Compass (2013, March 22). Who We Are [Online official information]. Retrieved from http://www.medi-compass.com/who-we.php
44. Metters, R. D., King-Metters, K. H., Pullman, M., & Walton, S. (2006). Successful service operations management (2nd ed). Mason, Ohio: Thomson South-Western.
45. Mintzberg, H. (1989). Mintzberg on Management: Inside our Strange World of Organisation. New York: Free Press.
46. Mitchell, D., & Coles, C. (2003). The Ultimate Competitive Advantage of Continuing Business Model Innovation. The Journal of Business Strategy, 24(5), 15-21.
47. Mohr, L.A., & Bitner, M.J. (1995). The Role of Employee Effort in Satisfaction with Service Transactions. Journal of Business Research, 32(3), 239-252.
48. Morris, M., Schindehutte, M., & Allen, J. (2005). The entrepreneur’s business model: toward a unified perspective. Journal of Business Research, 58(6), 726-735.
49. Mun, S. K., Tohme, W. G., Platenbergw, R C., & Choi I. (2005). Teleradiology and emerging business models. Journal of Telemedicine and Telecare, 11(6), 271-275.
50. National Taiwan University Hospital (2013, Feburary 5). About us: Future Prospects [Online official information]. Retrieved from https://plus.google.com/u/0/stream/circles/p2a16a48f8eee0197
51. National Taiwan University Hospital (2013, July 24). Introduction[Online official information]. Retrieved from http://www.ntuh.gov.tw/ntuh.aspx
52. National Taiwan University Hospital Telehealth Center (2013, March 21). About us: About Our Center [Online official information]. Retrieved from http://telehealth.ntuh.gov.tw/html.php?id=10
53. National Taiwan University Hospital Telehealth Center (2013, March 21). Service: Enrollment Targets [Online official information]. Retrieved from http://telehealth.ntuh.gov.tw/html.php?categoryid=1&id=1
54. Osterwalder, A. (2004). The Business Model Ontology- A Proposition in the Design Science Approach (Unpublished doctoral dissertation). University of Lausanne, Lausanne, Switzerland.
55. Osterwalder, A., Pigneur, Y., & Tucci, C.L. (2005). Clarifying business models: Origins, present and future of the concept. Communications of the Association for Information Science (CAIS), 16(1), 1-25.
56. Osterwalder, A., Pigneur, Y., Smith, A., & Clark, T. (2010). Business Model Generation: A Handbook for Visionaries, Game Changers, and Challengers. New York: John Wiley & Sons Inc.
57. Paul Y. Takahashi, MD, MPH; Jennifer L. Pecina, MD; Benjavan Upatising, MSIE, PhD; Rajeev Chaudhry, MBBS, MPH; Nilay D. Shah, PhD; Holly Van Houten, BA; Steve Cha, MS; Ivana Croghan, PhD; James M. Naessens, ScD; Gregory J. Hanson, MD. (2012) A randomized controlled trial of telemonitoring in older adults with multiple health issues to prevent hospitalizations and emergency department visits. Arch Intern Med, 172(10), 773-779.
58. PHRsToday (2012, November 25). PHR Reviews: MediCompass [Web blog message]. Retrieved from http://www.phrstoday.com/medicompass.html
59. Pine, B.J., & Gilmore, J. H. (1999). The Experience Economy. Boston, MA: Harvard Business School Press.
60. Piotti, B., & Macome, E. (2007). Public healthcare in Mozambique: strategic issues in the ICT development during managerial changes and public reforms. International Journal of Medical Informatics, 76(1), 185-194.
61. Ponsignon, F., Smart, P.A., & Maull, R.S. (2007, July). Service delivery systems: a business process perspective. Paper presented at the Production and Operations Management Society (POMS) Conference, London Business School. Abstract retrieved from http://www.poms.org/conferences/cso2007/talks/44.pdf
62. Porter, M.E. (1985). Competitive advantage. New York: Free Press.
63. Reichheld, F.F., & Sasser, E.W. (1990). Zero defections: Quality comes to services. Harvard Business Review, 68(5), 105-111.
64. Roth, A.V., & Menor, L.J. (2003). Insights into service operations management: a research agenda. Journal of Production Operation Management, 12(2), 145-164.
65. Sampson, S. E., & Froehle, C. M. (2006). Foundation and implication of a proposed unified services theory. Production and Operations Management, 15(2), 329-343.
66. Scheuing, E.Z., & Johnson, E.M. (1989). A proposed model for new service development. Journal of Services Marketing, 3(2), 25-34.
67. Schlesinger, L. A., & Heskett, J. L. (1991). The Service-Driven Service Company. Harvard Business Review, 69(5), 71-81.
68. Schwartz, H.M. & Davis, S.M. (1981). Matching Corporate Culture and Business Strategy. Organizational Dynamics, 59, 33.
69. Shieff, D., & Brodie, R. (1995). Customer service mapping: How to make customer satisfaction research deliver actionable results to managers. Australian Journal of Market Research, 3(1), 31-37.
70. Shostack, G. (1985). Planning the service encounter. In J. Czepiel, M. Solomon, & C. Surprenant (Eds.), The Service Encounter. Lexington, MA: Lexington Books.
71. Shostack, G. L. (1987). Service positioning through structural change. Journal of Marketing, 51(1), 34-43.
72. Shostack, G.L. (1982). How to Design a Service. European Journal of Marketing, 16(1), 49-63.
73. Shostack, G.L. (1984). Designing services that deliver. Harvard Business Review, 62(1), 133-139.
74. Slack, N., Chambers, S., Johnston, R. (2004). Operations management (4th ed.). Harlow, England: Financial Times/Prentice Hall.
75. Slywotzky, A.J. (1996). Value Migration: How to Think Several Moves Ahead of the Competition. Boston, MA: Harvard Business School Press.
76. Solomon, M. R., Surprenant, C. F., Czepiel, J. A., & Gutman, E. G. (1985). A Role Theory Perspective on Dyadic Interactions: The Service Encounter. Journal of Marketing, 49(1), 99-111.
77. Spil, T., & Kijl, B. (2009). E-health Business Models: From Pilot Project to Successful Deployment. IBIMA Business Review, 1(5), 55-66.
78. Stewart D.W., & Zhao, Q. (2000). Internet marketing, business models, and public policy. Journal of Public Policy and Marketing, 19, 287-296.
79. Stroetmann, K.A., Jones, T., Dobrev, A., & Stroetmann, V.N. (2006). eHealth is Worth it: The economic benefits of implemented eHealth solutions at ten European sites. European Commission (Ed.). Luxembourg: European Communities.
80. Takahashi, P.Y., Pecina, J.L., Upatising, B., Chaudhry, R., Shah, N.D., Van Houten, H., Cha, S., Croghan, I., Naessens, J.M., & Hanson, G.J. (2012). A randomised controlled trial of telemonitoring in older adults with multiple health issues to prevent hospitalizations and emergency department visits. Archives of Internal Medicine, 172(10), 773-779.
81. Timmers, P. (1998). Business Models for Electronic Markets. Journal on Electronic Markets, 8(2), 3-8.
82. van Looy, B., Van Dierdonck, R., & Gemmel, P., (1998). Services Management An Integrated Approach. Harlow, England: Pearson Education Limited.
83. Verma, R., Fitzsimmons, J., Heineke, J., & Davis, M. (2002). New issues and opportunities in service design research. Journal of Operations Management, 20(2), 117-120.
84. Victorino, L. (2008). Scripting the Service Encounter: An Empirical Analysis. California: BiblioBazaar LLC.
85. Willings, B. (2010). Sustainable e-health business models in Sub-Saharan Africa (Master Thesis, Athens Information Technology). Retrieved from http://www.aitdspace.gr/xmlui/handle/123456789/286
86. Zeithaml, V.A., Bitner, M.J., Gremler, D.D. (2006). Services marketing: Integrating customer focus across the firm (4th ed.). Boston, MA: McGraw-Hill/Irwin.
87. 北區遠距健康照護區域服務中心(2012)。服務內容。2013年07月24日取自http://www.telecareservice.org.tw/TRSCPortal/index.aspx
88. 宅學習 - Social Learning Space (2011)。A.2.3 臺大醫院遠距照護中心。2013年07月24日取自http://sls.weco.net/node/15915
89. 亞東紀念醫院心臟血管內科(2013)。遠距醫療(安心照護)。2013年07月24日取自http://depart.femh.org.tw/cardiology/service10.htm
90. 林東正、徐筱雯(2008年12月)。遠距醫療之探討：商業模式觀點。第十四屆資訊管理暨務實研討會，東吳大學。
91. 金山分院(2013)。醫院簡介。2013年07月24日取自http://www.jsh.org.tw/
92. 南區遠距健康照護區域服務中心(2012)。服務內容。2013年07月24日取自http://healthcare.uho.com.tw/
93. 振興醫院 遠距照護中心(2010)。振興醫院遠距心臟照護管理執行經驗與分享。2013年07月24日取自http://doh.telecare.com.tw/Upload/Activity/20101110%E7%A0%94%E8%A8%8E/%E7%B6%93%E9%A9%97%E5%88%86%E4%BA%AB_%E6%8C%AF%E8%88%88%E9%86%AB%E9%99%A2-%E6%AE%B7%E5%81%89%E8%B3%A2%E4%B8%BB%E4%BB%BB.pdf
94. 振興醫院 遠距照護中心(2013)。服務說明。2013年07月24日取自http://home.chgh.org.tw/chgh/passport/index.jspx
95. 國立台灣大學生醫電子與資訊學研究所（2011）。連續性個人化健康照護整合平台。行政院國家科學委員會專題研究成果報告（編號：NSC 100-2219-E-002 -032），未出版。
96. 國立台灣大學生醫電子與資訊學研究所（2012）。連續性個人化健康照護整合平台。行政院國家科學委員會專題研究成果報告（編號：NSC 101-2219-E-002 -024），未出版。
97. 敏盛醫療體系(2013)。認識敏盛。2013年07月24日取自http://www.e-ms.com.tw/homepage.aspx
98. 智能醫學科技(2013)。服務方案。2013年07月24日取自http://www.smart-care.com.tw/
99. 楊凱期(2009)。開放式經營模式演進歷程分析之研究－以台積電為例(碩士論文)。取自 http://140.119.115.26/handle/140.119/36917
100. 經濟部（2007）。遠距健康照護示範服務先期規劃國內外健康照護案例分析。經濟部創新服務業界科專 銀髮族U-Care旗艦計畫，未出版。
101. 彰化基督教醫院 糖尿病衛教中心、遠距健康管理中心(2010)。行政院衛生署 「遠距健康照護服務複製擴散計劃」 中區-彰基團隊複製擴散經驗分享。2013年07月24日取自http://telecare.com.tw/Upload/Activity/20101110%E7%A0%94%E8%A8%8E/%E7%B6%93%E9%A9%97%E5%88%86%E4%BA%AB_%E5%BD%B0%E5%9F%BA%E9%86%AB%E9%99%A2-%E5%BB%96%E5%9F%B9%E6%B9%A7%E4%B8%BB%E4%BB%BB.pdf
102. 彰化基督教醫院體重管理及糖尿病健康管理中心(2013)。遠距平台。2013年07月24日取自http://www2.cch.org.tw/bsdm
103. 劉千綺（2008年6月）。貼身醫護貼心照顧。創新發現誌，3。取自 http://ideas.org.tw/magazine_article.php?f=1600
104. 衛生署(2008)。遠距照護服務計畫。2013年07月24日取自http://doh.telecare.com.tw/aboutus.aspx
105. 衛生署(2012)。衛生福利部遠距健康照護服務。2013年07月24日取自http://doh.telecare.com.tw/dotnetnuke/%E9%81%A0%E8%B7%9D%E5%81%A5%E5%BA%B7%E7%85%A7%E8%AD%B7%E6%9C%8D%E5%8B%99%E5%85%A5%E5%8F%A3%E7%B6%B2.aspx		zh_TW