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題名 電子健康服務設計之適配度
Examining the fit between e-Health service features and patient segments
作者 蔡亞霖
Tsai, Ya Lin
貢獻者 張欣綠
Chang, Hsin Lu
蔡亞霖
Tsai, Ya Lin
關鍵詞 電子健康照護
服務設計
病患偏好
電子健康照護服務特色
e-Health
service design
patient preference
e-Health service features
日期 2010
上傳時間 4-Sep-2013 17:01:52 (UTC+8)
摘要 由於社會人口結構逐漸老化，電子健康照護服務的需求日漸增長，在今日成為健康照護服務中成長最迅速的領域，因此，服務設計就在健康照護產業中成為一個關鍵的議題。設計一個成功且完善的服務系統，首先要先了解病患的特性及需求，我們引用調節變項模型的概念，提出一套電子化健康照護服務設計架構，研究病患的服務偏好以及服務特色之間的配適性關係。本研究採個案研究法，透過台大醫院遠距醫療照護服務計畫中收集資料，我們研究結果發現在病患服務偏好以及服務特色當中存在著高度的配適性關係，如同我們的假設，在這之間的配適度將是一個影響服務效能的關鍵因素之一，本篇論文的貢獻在於為電子健康照護服務產業上提供一個良好的服務系統架構，並且提出一個驗證後的模型以了解關鍵的相關服務特色。
The demand of e-Health care has been dramatically increasing and is quickly becoming one of the fastest growing areas of health-care today, due to today’s rapidly aging society; service design has therefore become a critical issue in the e-Health industry. To design a successful e-Health system, one must consider the different characteristics and preferences of each patient and design a system from a practical point of view. According to the concept of fit through moderation, this research aims to propose an e-Health design framework that examines the correlational fit between e-Health features and patient preference for achieving the best performance. We conducted a survey, where data was collected from the e-Health care program at the National Taiwan University Hospital (NTUH). From these sources, we found that there is an existing fit between e-Health service features and the preferences of different patient segments. Our findings also coincide with our pervious hypotheses that the fit between service features and patient preference contribute the service performance. The contribution of study is to provide a better understanding of critical service features through a validated framework in order to develop a better service system design for the provision of e-Health service.
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Bose R., “Knowledge Management-Enabled Health Care Management Systems: Capabilities, Infrastructure, and Decision-Support.”, Expert Systems with Applications, Vol.24, No.1, 2003, pp 59–71.
Braunwald E. “Unstable Angina: a Classification”, Journal of the American Medical Association,Vol.80, No.1, 1989, pp.410-414
Celler B.G., Earnshaw W., Ilsar E.D., Betbeder -Matibet L., Harris M.F., Clark R., Hesketh T., and Lovell N.H., "Remote Monitoring of Health Status of the Elderly at Home. A multidisciplinary Project on Aging at the University of New South Wales", International Journal of Bio-Medical Computing, 1995, Vol.40, No.2, pp.147-155.
Chang H., Shaw M., La F., Ko W., Ho Y., Chen H., Shu C., “U-Health: an Example of a High-Quality Individualized Healthcare Service”, Journal of Future Medicine, Vol.7, No.6, 2010, pp.677-6787
Chase R. B., "Where Does the Customer Fit in a Service Operation?", Harvard Business Review, Vol.56, No.4, 1978, pp. 137-42
Chase, R.B., "The Customer Contact Approach to Services: Theoretical Bases and Practical Extensions", Operations Research, Vol. 29, No.4, 1981, pp.689-706
Chase, R. B., and Tansik, D. A.,” The Customer Contact Model for Organization design”, Management Science, Vol.29, No.9, 1983, pp.1037-1050
Chase R., Bowen D.E., “Service Quality and the Service Delivery System”, Service Quality: Multidisciplinary and Multi-National Perspectives, Lexington Books, Lexington, MA, 1991, pp. 157–178
Celler B.G., Lovell N.H., Chan D.K., “The Potential Impact of Home Tele-care on Clinical Practice”, The Medical Journal of Australia, Vol.171, 1999, pp. 518–521.
Celler B. G., Lovell N.H., Basilakis J., “Using Information Technology to Improve the Management of Chronic Disease”, The Medical Journal of Australia, Vol.179, 2003, pp. 242–246.
Consistency of Triage in Victoria‘s Emergency Departements, “Guidelines for Triage Education and Practice”, 2001, Retrieved October 02, 2010, from http://2010.sgnor.ch/uploads/tx_frptaggeddownloads/edupack_Triage_ATS.pdf
Craig J, Loane M, Wootton R. “Does Telemedicine Have A Role to Play in Disease Management?”, Journal of Disease of Manage Health Outcomes , Vol.6, No.3, 1999, pp:121–30.
Cunningham L.F., Young C.E., Ulaga W., Moonkyu L., "Consumer views of Service Classifications in the USA and France", Journal of Services Marketing, Vol.18, No.6, 2004, pp. 241-432
Davis F.W. and Mandrodt K.B., “Customer Responsive Management: The Flexible Advantage”, Blackwell Publishers, Oxford, 1996.
Dickson P. and Ginter, J., "Market Segmentation, Product Differentiation and Marketing Strategy", Journal of Marketing, Vol. 51, No.2, 1987, pp.1-10.
Donabedian A.,”The Quality of Care: How Can It Be Assessed?”, Journal of the American Medical Association, Vol. 260 No.12, 1988, pp. 1743–1748.
Drazin R, Van de Ven A. H. “An Examination of The Alternative Forms of Contingency Theory”, Administrative Science Quarterly, 1985, Vol.30, No.4, pp.514–539.
Driver C. and Johnston R., ”Understanding Service Customers The Value of Hard and Soft Attributes”, Journal of Service Research, Vol.4,No.2, 2001, pp. 130-9.
Eysenbach G. “What is e-Health?” Journal of Medical Internet Research, 2001 Vo1.3, No.2:e20
Goldstein S. M., Johnston R., Duffy J. and Rao J., “The Service Concept: The Missing Link in Service Design Research?” , Journal of Operations Management, Vol.20,No.2,2002, pp.121–134.
Goodhue D. L. and Thompson R. L., “Task-Technology Fit and Individual Performance”, MIS Quarterly, Vol.19, No.2, 1995, pp. 213–236.

Hans O., Carlos R. , Murray E., Alejandro J. “What is eHealth (3): a Systematic Review of Published Definitions.”, Journal of Medical Internet Research, 2005, Vol.7, No.1:e1
Johnston R., "The Determinants of Service Quality: Satisfiers and Dissatisfiers", International Journal of Service Industry Management, Vol.6 No.5, 1995, pp. 53-71
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描述 碩士
國立政治大學
資訊管理研究所
98356022
99
資料來源 http://thesis.lib.nccu.edu.tw/record/#G0983560221
資料類型 thesis
dc.contributor.advisor 張欣綠zh_TW
dc.contributor.advisor Chang, Hsin Luen_US
dc.contributor.author (Authors) 蔡亞霖zh_TW
dc.contributor.author (Authors) Tsai, Ya Linen_US
dc.creator (作者) 蔡亞霖zh_TW
dc.creator (作者) Tsai, Ya Linen_US
dc.date (日期) 2010en_US
dc.date.accessioned 4-Sep-2013 17:01:52 (UTC+8)-
dc.date.available 4-Sep-2013 17:01:52 (UTC+8)-
dc.date.issued (上傳時間) 4-Sep-2013 17:01:52 (UTC+8)-
dc.identifier (Other Identifiers) G0983560221en_US
dc.identifier.uri (URI) http://nccur.lib.nccu.edu.tw/handle/140.119/60229-
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) 98356022zh_TW
dc.description (描述) 99zh_TW
dc.description.abstract (摘要) 由於社會人口結構逐漸老化，電子健康照護服務的需求日漸增長，在今日成為健康照護服務中成長最迅速的領域，因此，服務設計就在健康照護產業中成為一個關鍵的議題。設計一個成功且完善的服務系統，首先要先了解病患的特性及需求，我們引用調節變項模型的概念，提出一套電子化健康照護服務設計架構，研究病患的服務偏好以及服務特色之間的配適性關係。本研究採個案研究法，透過台大醫院遠距醫療照護服務計畫中收集資料，我們研究結果發現在病患服務偏好以及服務特色當中存在著高度的配適性關係，如同我們的假設，在這之間的配適度將是一個影響服務效能的關鍵因素之一，本篇論文的貢獻在於為電子健康照護服務產業上提供一個良好的服務系統架構，並且提出一個驗證後的模型以了解關鍵的相關服務特色。zh_TW
dc.description.abstract (摘要) The demand of e-Health care has been dramatically increasing and is quickly becoming one of the fastest growing areas of health-care today, due to today’s rapidly aging society; service design has therefore become a critical issue in the e-Health industry. To design a successful e-Health system, one must consider the different characteristics and preferences of each patient and design a system from a practical point of view. According to the concept of fit through moderation, this research aims to propose an e-Health design framework that examines the correlational fit between e-Health features and patient preference for achieving the best performance. We conducted a survey, where data was collected from the e-Health care program at the National Taiwan University Hospital (NTUH). From these sources, we found that there is an existing fit between e-Health service features and the preferences of different patient segments. Our findings also coincide with our pervious hypotheses that the fit between service features and patient preference contribute the service performance. The contribution of study is to provide a better understanding of critical service features through a validated framework in order to develop a better service system design for the provision of e-Health service.en_US
dc.description.tableofcontents CONTENT.................................................................................................................... i
TABLES & FIGURES…............................................................................................. ii
CHAPTER 1: INTRODUCTION.............................................................................. 01
CHAPTER 2: LITERATURE REVIEW................................................................... 03
2.1 The Evolvement of e-Health.................................................................................... 03
2.2 e-Health Patient Segment………............................................................................. 03
2.3 e-Health Service Design Issues................................................................................ 05
2.3.1 By whom: Information Communication Technology Complexity............... 07
2.3.2 What: Customization…………………………............................................ 08
2.3.3 For Whom: Value Focus: Interpersonal and Non-interpersonal Aspect....... 09
2.3.4 Why: Demand Wave Over Time……………………….………………….. 10
2.3.5 How: Process Complexity……………………………………………….… 11
2.3.6 The Concept of Fit…………………………………………….…………... 14
CHAPTER 3: RESEARCH MODEL AND HYPOTHESIS.................................... 15
3.1 Research Model…................................................................................................... 15
3.2 e-Health Service Features……………………….................................................... 16
3.2.1 ICT Complexity............................................................................................ 16
3.2.2 Value Focus.................................................................................................. 16
3.2.3 Service Customization.................................................................................. 17
3.2.4 Process Complexity...................................................................................... 18
3.2.5 Demand Wave .............................................................................................. 18
CHAPTER 4: RESEARCH METHODOLOGY ..................................................... 19
4.1 Case background...................................................................................................... 19
4.2 Data Collection………………………………….…............................................... 21
4.3 Framework Application………….…...................................................................... 23
CHAPTER 5: DISCUSSION…………………………….......................................... 32
5.1 Data Analysis……........………….…...................................................................... 32
5.2 Finding……..……........………….…...................................................................... 35
5.3Managerial Implications………….…...................................................................... 32
CHAPTER 6: CONCLUSION….……………………….......................................... 37
6.1 Summary…..……........………….…....................................................................... 37
6.2 Limitations and Implications for Future Research................................................... 37
Reference….………………………............................................................................. 38
Appendix A: Question List for the Focus Group Interview……………...….......... 43
Appendix B: Interview Contents and Framework Application (Chinese)….….....44

TABLES & FIGURES

Table 2-1. Patient segmentation in e-Health project of NTUH..…............................... 04
Table 2-2. The common ICT application in e-Health care service…............................ 07
Table 2-3. The meaning of customization from past studies……................................. 09
Table 2-4. Example of soft and hard attributes………………...……........................... 10
Table 2-5. The character of demand for e-Health patient segmentation….…….....….. 10
Table 2-6. The meaning of process complexity from past studies…….….………....... 11
Table 2-7. Proposed frameworks from literature……………..……….………....…… 12
Table 4-1. Validities and reliability tests…..……………….………………….....…… 21
Table 4-2. Description of the fours case in e-Health program…..…………….....…… 22
Table 4-3. Service offers in different divisions…………….………………….....…… 26
Table 4-4. Data collection summarized from A1-A4 division…….....……………….. 30
Table 4-5. Analytical result of four cases………………………….....……………….. 31
Table 5-1. Analysis results in A1-A4 divisions……………….....…………………..... 33
Table 5-2. Analysis result of fit score in A1-A4 divisions…........…………………..... 34

Figure 2-1. The model of fit as moderation……........................................................... 14
Figure 3-1. Research framework……............................................................................ 15
Figure 4-1. U-Health service system in NTUH............................................................. 19
Figure 4-2. Research road map….................................................................................. 20
Figure 4-3. Operation path of U-Health system in NTUH............................................ 20
Figure 4-4. Service operation process in different divisions......................................... 29
Figure 4-5. Rate of case withdraw in A1-A3 division................................................... 31
Figure 5-1. Analysis result of fit score to five service features in four cases................ 34
Figure 5-2. Cross-analysis of four cases……................................................................ 34		zh_TW
dc.format.extent 1040695 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/#G0983560221en_US
dc.subject (關鍵詞) 電子健康照護zh_TW
dc.subject (關鍵詞) 服務設計zh_TW
dc.subject (關鍵詞) 病患偏好zh_TW
dc.subject (關鍵詞) 電子健康照護服務特色zh_TW
dc.subject (關鍵詞) e-Healthen_US
dc.subject (關鍵詞) service designen_US
dc.subject (關鍵詞) patient preferenceen_US
dc.subject (關鍵詞) e-Health service featuresen_US
dc.title (題名) 電子健康服務設計之適配度zh_TW
dc.title (題名) Examining the fit between e-Health service features and patient segmentsen_US
dc.type (資料類型) thesisen
dc.relation.reference (參考文獻) Armistead C.G., "Service Operations Strategy: Framework for Matching the Service Operations Task and the Service Delivery System", International Journal of Service Industry Management, Vol.1, No.2, 1990, pp. 6-17
Bensaou M. and Venkatraman N., ‘Configurations of Inter-Organizational Relationships: a Comparison between U.S. and Japanese Auto Makers’, Journal of Management Science, Vol.41, No.9, 1995, pp.1471–92
Bose R., “Knowledge Management-Enabled Health Care Management Systems: Capabilities, Infrastructure, and Decision-Support.”, Expert Systems with Applications, Vol.24, No.1, 2003, pp 59–71.
Braunwald E. “Unstable Angina: a Classification”, Journal of the American Medical Association,Vol.80, No.1, 1989, pp.410-414
Celler B.G., Earnshaw W., Ilsar E.D., Betbeder -Matibet L., Harris M.F., Clark R., Hesketh T., and Lovell N.H., "Remote Monitoring of Health Status of the Elderly at Home. A multidisciplinary Project on Aging at the University of New South Wales", International Journal of Bio-Medical Computing, 1995, Vol.40, No.2, pp.147-155.
Chang H., Shaw M., La F., Ko W., Ho Y., Chen H., Shu C., “U-Health: an Example of a High-Quality Individualized Healthcare Service”, Journal of Future Medicine, Vol.7, No.6, 2010, pp.677-6787
Chase R. B., "Where Does the Customer Fit in a Service Operation?", Harvard Business Review, Vol.56, No.4, 1978, pp. 137-42
Chase, R.B., "The Customer Contact Approach to Services: Theoretical Bases and Practical Extensions", Operations Research, Vol. 29, No.4, 1981, pp.689-706
Chase, R. B., and Tansik, D. A.,” The Customer Contact Model for Organization design”, Management Science, Vol.29, No.9, 1983, pp.1037-1050
Chase R., Bowen D.E., “Service Quality and the Service Delivery System”, Service Quality: Multidisciplinary and Multi-National Perspectives, Lexington Books, Lexington, MA, 1991, pp. 157–178
Celler B.G., Lovell N.H., Chan D.K., “The Potential Impact of Home Tele-care on Clinical Practice”, The Medical Journal of Australia, Vol.171, 1999, pp. 518–521.
Celler B. G., Lovell N.H., Basilakis J., “Using Information Technology to Improve the Management of Chronic Disease”, The Medical Journal of Australia, Vol.179, 2003, pp. 242–246.
Consistency of Triage in Victoria‘s Emergency Departements, “Guidelines for Triage Education and Practice”, 2001, Retrieved October 02, 2010, from http://2010.sgnor.ch/uploads/tx_frptaggeddownloads/edupack_Triage_ATS.pdf
Craig J, Loane M, Wootton R. “Does Telemedicine Have A Role to Play in Disease Management?”, Journal of Disease of Manage Health Outcomes , Vol.6, No.3, 1999, pp:121–30.
Cunningham L.F., Young C.E., Ulaga W., Moonkyu L., "Consumer views of Service Classifications in the USA and France", Journal of Services Marketing, Vol.18, No.6, 2004, pp. 241-432
Davis F.W. and Mandrodt K.B., “Customer Responsive Management: The Flexible Advantage”, Blackwell Publishers, Oxford, 1996.
Dickson P. and Ginter, J., "Market Segmentation, Product Differentiation and Marketing Strategy", Journal of Marketing, Vol. 51, No.2, 1987, pp.1-10.
Donabedian A.,”The Quality of Care: How Can It Be Assessed?”, Journal of the American Medical Association, Vol. 260 No.12, 1988, pp. 1743–1748.
Drazin R, Van de Ven A. H. “An Examination of The Alternative Forms of Contingency Theory”, Administrative Science Quarterly, 1985, Vol.30, No.4, pp.514–539.
Driver C. and Johnston R., ”Understanding Service Customers The Value of Hard and Soft Attributes”, Journal of Service Research, Vol.4,No.2, 2001, pp. 130-9.
Eysenbach G. “What is e-Health?” Journal of Medical Internet Research, 2001 Vo1.3, No.2:e20
Goldstein S. M., Johnston R., Duffy J. and Rao J., “The Service Concept: The Missing Link in Service Design Research?” , Journal of Operations Management, Vol.20,No.2,2002, pp.121–134.
Goodhue D. L. and Thompson R. L., “Task-Technology Fit and Individual Performance”, MIS Quarterly, Vol.19, No.2, 1995, pp. 213–236.

Hans O., Carlos R. , Murray E., Alejandro J. “What is eHealth (3): a Systematic Review of Published Definitions.”, Journal of Medical Internet Research, 2005, Vol.7, No.1:e1
Johnston R., "The Determinants of Service Quality: Satisfiers and Dissatisfiers", International Journal of Service Industry Management, Vol.6 No.5, 1995, pp. 53-71
Johnston R. and Clark, G., “Service Operations Management”, Prentice-Hall Press, UK, 2001
Karmarkar U., “Will You Survive the Services Revolution?” Harvard Business Review, Vo1.82, No.6, 2004, pp. 100–108.
Kellogg D. L. and Nie W., “A Framework for Strategic Service Management”, 1995, Journal of Operations Management, Vol.13, No.4, pp. 323–337.
Lovelock C. H., “Towards a Classification of Services”, in Theoretical Development in Marketing, Lamb C. W. and Dunne P. M. (eds.), American Marketing Association, Chicago, IL, 1980
Lovelock, C.H., "Classifying Services to Gain Strategic Marketing Insights", Journal of Marketing, 1983, Vol. 47, pp. 9-20.
Lin J. “Applying Telecommunication Technology to Health-Care Delivery” Engineering in Medicine and Biology Magazine, Vol.18, No.4, 1999, pp.28-31.
Maister D. and Lovelock C.H., "Managing Facilitator Services", Sloan Management Review, 1982, Vo1.23, No.3, pp. 19-31.
Maister D., "The Defining Qualities of Four Different Managerial Environments", Research in Service Operations: Proceedings of the Workshop on Teaching and Research in Production and Operations Management, London Business School, London, 1983.
Mea D. V., “What is e-Health (2): the Death of Telemedicine?”, Journal of Medical Internet Research , 2001, Vol.3, No.2:e22
Mills P. K. and Margulies N., “Towards a Core Typology of Service Organizations,” Academy of Management Review, Vol.5, No.2, 1980, pp.255-265
Mitchell J. “From Tele-health to e-Health: the Unstoppable Rise of e-Health.”, Canberra, Australia: National Office for the Information Technology, 1999.
Parasuraman A., Zeithaml V. A., Berry L. L., “SERVQUAL: A Multiple-Item Scale for Measuring Customer Perceptions of Service Quality,” Journal of Retailing, Vol.64, No.1, 1988, pp. 12–40.
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