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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.
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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
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