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題名 電子健康照護服務中溝通對於支援程序與員工服務品質之間關係的影響
The impact of communication on the relationship between support process and employee service quality in the context of e-health
作者 林如謙
Lin, Ju Chien
貢獻者 張欣綠
林如謙
Lin, Ju Chien
關鍵詞 e-Health
Delivery
Service Blueprinting
Training
Communication
e-Health
Delivery
Service Blueprinting
Training
Communication
日期 2010
上傳時間 4-Sep-2013 16:58:40 (UTC+8)
摘要 In the information society, electronic healthcare service (e-health), the new concept of medical treatment has been introduced to improve health and healthcare. In order to let the service process more efficiently and improve the performance of whole service delivery system, we discuss about the internal of the delivery system. The main topic of this study is to investigate the e-health care delivery service. We make the interview with doctors, IT staffs and healthcare staffs, and then we find out the delivery system can divide into three parts: 1. staff training, 2. intra-organization communication, 3. service process. Our research framework is based on part of service blueprinting, discussing the interaction between each components of our research framework. Later, we join communication into intra-organization to discuss whether a good communication between intra-organizations can contribute to higher levels of employee service quality or not, and we get a positive conclusion. Through our analysis, we find out that the communication would be the most important factor in delivery service including diagonal communication, upward communication, downward communication and horizontal communication in the organization. Finally, we hope our study and finding can lead the e-health service delivery system more efficient and come to maturity.
參考文獻 1. A Key to Service Innovation: Services Blueprinting. January 30, 2008 in Knowledge@W.P. Carey.
2. Anthony, W. P., Perrewe, P. L., & Kacmar, K. M. (1996). Strategic human resource management. Fort Worth：Dryden
3. Bartel, Ann P. 1994. “Productivity Gains Form the Implementation of Employee Training Programs.” Industrial Relations (October).
4. Bates DW. Using information technology to reduce rates of medication errors in hospitals. BMJ 2000;320:788–91.
5. Blegen MA, Vaughn T, Goode CJ. Nurse experience and education: effect on quality of care. J of Nurs Admin 2001;31:33-9.
6. B Parkinson, P Hudson, R Senior, C Short(1996).Horizontal Bilateral Communications Improved by Extended Classical Approaches.
7. Brett Harnett, Current Principles and Practices of Telemedicine and e-Health, IOS Press, Volume 131,February 22, 2008;pp55-65.
8. Celler BG, Lovell NH, Basilakis J. Using Information technology to improve the management of chronic disease. Medical Journal of Australia2003; 179(5):242–6.
9. Conrad C. & Haynes J. (2001). Development of key constructs. In F. M. Jablin & L. Putnam (Eds.), The new handbook of organizational communication: Advances in theory, research, and methods (pp. 47-77). Thousand Oaks, CA: Sage.
10. D. C. Goodman and K. Grumbach, “Does Having More Physicians Lead to Better Health System Performance?” Journal of the American Medical Association, January 23, 2008 299(3): 335–37.
11. E.Gummesson and J. Kingman-Brundage, “Service Design and Quality: Applying Service Blueprinting and Service Mapping to Railroad Services,” in Eleanor J. Sullivan, Philip J. Decker, The effective healthcare staffs: leader and manager, 2005.
12. Eysenbach G. What is e-health? J Med Internet Res .2001,3(E20).
13. Feldman, S. (1991), “Keeping the customer satisfied inside and out”, Management Review, Vol. 80 No. 11, pp. 58-60.
14. Graschew G, Roelofs TA, Rakowsky S, Schlag PM. Network design for telemedicine--e-health using satellite technology. Stud Health Technol Inform 2008; 131: 67-82.
15. Grunig, J. E. (1992). Communication, public relations, and effective organizations: An overview of the book. In J. E. Grunig (Ed.), Excellence in public relations and communication management. Hillsdale, NJ: Lawrence Erlbaum Associates.
16. Herbert Simon, Administrative Behavior, 4th ed., p 208.
17. Joseph L. Massie (1960). Automatic Horizontal Communication in Management. The Journal of the Academy of Management, Vol. 3, No. 2. (Aug., 1960), pp. 87-91.
18. Keith Shelman, Changing from Paper to Paperless Hospitals in Busy Academic Center, IOS Press, Volume 131,February 22, 2008;pp83-96.
19. Kingman-Brundage, J., 1995, Service mapping: back to the basics, Understanding Service Management,edited by Glynn, W. J. and Barnes, J. G., John Wiley & Sons, Chichester, 119-142.
20. Mary Jo Bitner, Amy Ostrom, and Felicia Morgan 2007 ‘Service blueprinting: A practical technique for service innovation.’ California Management Review, 50/3: 66-94.
21. Nagel, P. and Cilliers, W. (1990), “Customer satisfaction: a comprehensive approach”, International Journal of Physical Distribution & Logistics Management, Vol. 20 No. 6, pp. 2-46.
22. Papa, Michael J., Tom D. Daniels, and Barry K. Spiker (1997). Organizational Communication Perspectives and Trends (4th ed.). Thousand Oaks: Sage Publications Inc.
23. P. Kunst and J. Lemmink ed., Quality Management in Services (Assen/Maastricht, Nertherlands: Van Gorcum, 1991).
24. Puntis JWL, Holden CE, Smallman S, Finkel Y, George R, Booth IW. Staff training: a key factor in reducing intravascular catheter sepsis. Arch Dis Child 1991; 66:335-337.
25. Rowe, A., de Savigny, D., Lanata, C., Victora, C. (2005). How can we achieve and maintain high-quality performance of health workers in low resource settings. Lancet, 366, 1026-1035.
26. Saibang, P., & Schwindt, R. C. (1998). The need for employee training in hotels in Thailand. International Journal of Training and Development, 2(3), 205-214.
27. Shortell, S. and Kaluzny, D., Essentials of Health Care Management, 1997, p.242-243.
28. Silber, D. (2003), The Case for eHealth, The European Commission’s conference on eHealth, Brussels,Belgium.
29. Summers A, Timothy P, Suzanne B. Strategic skills analysis for selection and development, Human Resource Planning, 1997, 20: 14~19.
30. Thomas H. Davenport, Process Innovation Reengineering Work through Information Technology, Harvard Business Press, 1992.
31. Ton A. M. Spil, Roel Schuring, “E-health systems diffusion and use: the innovation, the user and the Use IT Model”, 2006.
32. Wilson D. 1992, ―Diagonal communication links within organizations‖, The Journal of Business Communication, 29(2), 129-143.
33. Wilson, P., Leitner, C., & Moussalli, A. (2004). Mapping the Potential of eHealth: Empowering the Citizen through eHealth Tools and Services, In Proc of E-Health Conference 2004, Cork, Ireland. Retrieved March 15, 2009.
34. Yin, R. K. Case study research: design and methods Sage Publications, Thousand Oaks, CA, 2003.
描述 碩士
國立政治大學
資訊管理研究所
98356006
99
資料來源 http://thesis.lib.nccu.edu.tw/record/#G0098356006
資料類型 thesis
dc.contributor.advisor 張欣綠zh_TW
dc.contributor.author (Authors) 林如謙zh_TW
dc.contributor.author (Authors) Lin, Ju Chienen_US
dc.creator (作者) 林如謙zh_TW
dc.creator (作者) Lin, Ju Chienen_US
dc.date (日期) 2010en_US
dc.date.accessioned 4-Sep-2013 16:58:40 (UTC+8)-
dc.date.available 4-Sep-2013 16:58:40 (UTC+8)-
dc.date.issued (上傳時間) 4-Sep-2013 16:58:40 (UTC+8)-
dc.identifier (Other Identifiers) G0098356006en_US
dc.identifier.uri (URI) http://nccur.lib.nccu.edu.tw/handle/140.119/60213-
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) 98356006zh_TW
dc.description (描述) 99zh_TW
dc.description.abstract (摘要) In the information society, electronic healthcare service (e-health), the new concept of medical treatment has been introduced to improve health and healthcare. In order to let the service process more efficiently and improve the performance of whole service delivery system, we discuss about the internal of the delivery system. The main topic of this study is to investigate the e-health care delivery service. We make the interview with doctors, IT staffs and healthcare staffs, and then we find out the delivery system can divide into three parts: 1. staff training, 2. intra-organization communication, 3. service process. Our research framework is based on part of service blueprinting, discussing the interaction between each components of our research framework. Later, we join communication into intra-organization to discuss whether a good communication between intra-organizations can contribute to higher levels of employee service quality or not, and we get a positive conclusion. Through our analysis, we find out that the communication would be the most important factor in delivery service including diagonal communication, upward communication, downward communication and horizontal communication in the organization. Finally, we hope our study and finding can lead the e-health service delivery system more efficient and come to maturity.en_US
dc.description.tableofcontents CHAPTER 1: INTRODUCTION 1
CHAPTER 2: LITERATURE REVIEW 3
2.1 Service blueprinting 3
2.2 Support processes in the service delivery system 4
2.2.1 IT Support processes 4
2.2.2 Training support processes 5
2.3 Communication in service delivery systems 5
2.4 Summary 6
CHAPTER 3: DEVELOPMENT OF RESEARCH FRAMEWORK 8
3.1 Research Framework 8
3.2 Support Processes 8
3.2.1 IT Support Process 8
3.2.2 Training Support Process 9
3.3 Communication 9
3.3.1 Diagonal Communication 10
3.3.2 Upward Communication 10
3.3.3 Downward Communication 11
3.3.4 Horizontal Communication 11
CHAPTER 4: RESEARCH ANALYSIS 12
4.1 Research Methodology 12
4.1.1 Data Collection 12
4.2 Research Analysis 14
4.2.1 Case Background 14
4.2.2 Framework Application 15
CHAPTER 5: DISCUSSION 22
5.1 Cross-Case Analysis Results 22
5.1.1 Impact of diagonal communication on IT support 23
5.1.2 Impact of other communications on training support 24
5.2 Managerial Implications 25
CHAPTER 6: CONCLUSION 27
6.1 Summary 27
6.2 Limitations and Implications of Future Research 27

REFERENCE 29
Appendix A: Question List of the Group Interview (Chinese) 32
Appendix B: Interview Contents and Framework Application (Chinese) 33		zh_TW
dc.format.extent 2205380 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/#G0098356006en_US
dc.subject (關鍵詞) e-Healthzh_TW
dc.subject (關鍵詞) Deliveryzh_TW
dc.subject (關鍵詞) Service Blueprintingzh_TW
dc.subject (關鍵詞) Trainingzh_TW
dc.subject (關鍵詞) Communicationzh_TW
dc.subject (關鍵詞) e-Healthen_US
dc.subject (關鍵詞) Deliveryen_US
dc.subject (關鍵詞) Service Blueprintingen_US
dc.subject (關鍵詞) Trainingen_US
dc.subject (關鍵詞) Communicationen_US
dc.title (題名) 電子健康照護服務中溝通對於支援程序與員工服務品質之間關係的影響zh_TW
dc.title (題名) The impact of communication on the relationship between support process and employee service quality in the context of e-healthen_US
dc.type (資料類型) thesisen
dc.relation.reference (參考文獻) 1. A Key to Service Innovation: Services Blueprinting. January 30, 2008 in Knowledge@W.P. Carey.
2. Anthony, W. P., Perrewe, P. L., & Kacmar, K. M. (1996). Strategic human resource management. Fort Worth：Dryden
3. Bartel, Ann P. 1994. “Productivity Gains Form the Implementation of Employee Training Programs.” Industrial Relations (October).
4. Bates DW. Using information technology to reduce rates of medication errors in hospitals. BMJ 2000;320:788–91.
5. Blegen MA, Vaughn T, Goode CJ. Nurse experience and education: effect on quality of care. J of Nurs Admin 2001;31:33-9.
6. B Parkinson, P Hudson, R Senior, C Short(1996).Horizontal Bilateral Communications Improved by Extended Classical Approaches.
7. Brett Harnett, Current Principles and Practices of Telemedicine and e-Health, IOS Press, Volume 131,February 22, 2008;pp55-65.
8. Celler BG, Lovell NH, Basilakis J. Using Information technology to improve the management of chronic disease. Medical Journal of Australia2003; 179(5):242–6.
9. Conrad C. & Haynes J. (2001). Development of key constructs. In F. M. Jablin & L. Putnam (Eds.), The new handbook of organizational communication: Advances in theory, research, and methods (pp. 47-77). Thousand Oaks, CA: Sage.
10. D. C. Goodman and K. Grumbach, “Does Having More Physicians Lead to Better Health System Performance?” Journal of the American Medical Association, January 23, 2008 299(3): 335–37.
11. E.Gummesson and J. Kingman-Brundage, “Service Design and Quality: Applying Service Blueprinting and Service Mapping to Railroad Services,” in Eleanor J. Sullivan, Philip J. Decker, The effective healthcare staffs: leader and manager, 2005.
12. Eysenbach G. What is e-health? J Med Internet Res .2001,3(E20).
13. Feldman, S. (1991), “Keeping the customer satisfied inside and out”, Management Review, Vol. 80 No. 11, pp. 58-60.
14. Graschew G, Roelofs TA, Rakowsky S, Schlag PM. Network design for telemedicine--e-health using satellite technology. Stud Health Technol Inform 2008; 131: 67-82.
15. Grunig, J. E. (1992). Communication, public relations, and effective organizations: An overview of the book. In J. E. Grunig (Ed.), Excellence in public relations and communication management. Hillsdale, NJ: Lawrence Erlbaum Associates.
16. Herbert Simon, Administrative Behavior, 4th ed., p 208.
17. Joseph L. Massie (1960). Automatic Horizontal Communication in Management. The Journal of the Academy of Management, Vol. 3, No. 2. (Aug., 1960), pp. 87-91.
18. Keith Shelman, Changing from Paper to Paperless Hospitals in Busy Academic Center, IOS Press, Volume 131,February 22, 2008;pp83-96.
19. Kingman-Brundage, J., 1995, Service mapping: back to the basics, Understanding Service Management,edited by Glynn, W. J. and Barnes, J. G., John Wiley & Sons, Chichester, 119-142.
20. Mary Jo Bitner, Amy Ostrom, and Felicia Morgan 2007 ‘Service blueprinting: A practical technique for service innovation.’ California Management Review, 50/3: 66-94.
21. Nagel, P. and Cilliers, W. (1990), “Customer satisfaction: a comprehensive approach”, International Journal of Physical Distribution & Logistics Management, Vol. 20 No. 6, pp. 2-46.
22. Papa, Michael J., Tom D. Daniels, and Barry K. Spiker (1997). Organizational Communication Perspectives and Trends (4th ed.). Thousand Oaks: Sage Publications Inc.
23. P. Kunst and J. Lemmink ed., Quality Management in Services (Assen/Maastricht, Nertherlands: Van Gorcum, 1991).
24. Puntis JWL, Holden CE, Smallman S, Finkel Y, George R, Booth IW. Staff training: a key factor in reducing intravascular catheter sepsis. Arch Dis Child 1991; 66:335-337.
25. Rowe, A., de Savigny, D., Lanata, C., Victora, C. (2005). How can we achieve and maintain high-quality performance of health workers in low resource settings. Lancet, 366, 1026-1035.
26. Saibang, P., & Schwindt, R. C. (1998). The need for employee training in hotels in Thailand. International Journal of Training and Development, 2(3), 205-214.
27. Shortell, S. and Kaluzny, D., Essentials of Health Care Management, 1997, p.242-243.
28. Silber, D. (2003), The Case for eHealth, The European Commission’s conference on eHealth, Brussels,Belgium.
29. Summers A, Timothy P, Suzanne B. Strategic skills analysis for selection and development, Human Resource Planning, 1997, 20: 14~19.
30. Thomas H. Davenport, Process Innovation Reengineering Work through Information Technology, Harvard Business Press, 1992.
31. Ton A. M. Spil, Roel Schuring, “E-health systems diffusion and use: the innovation, the user and the Use IT Model”, 2006.
32. Wilson D. 1992, ―Diagonal communication links within organizations‖, The Journal of Business Communication, 29(2), 129-143.
33. Wilson, P., Leitner, C., & Moussalli, A. (2004). Mapping the Potential of eHealth: Empowering the Citizen through eHealth Tools and Services, In Proc of E-Health Conference 2004, Cork, Ireland. Retrieved March 15, 2009.
34. Yin, R. K. Case study research: design and methods Sage Publications, Thousand Oaks, CA, 2003.		zh_TW