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完整後設資料紀錄
DC 欄位 | 值 | 語言 |
---|---|---|
dc.contributor.advisor | 余峻瑜 | |
dc.contributor.author | Yu-Ting Kuo | en |
dc.contributor.author | 郭毓亭 | zh_TW |
dc.date.accessioned | 2021-06-07T23:45:29Z | - |
dc.date.copyright | 2014-07-09 | |
dc.date.issued | 2014 | |
dc.date.submitted | 2014-06-30 | |
dc.identifier.citation | 參考文獻
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dc.identifier.uri | http://tdr.lib.ntu.edu.tw/jspui/handle/123456789/16762 | - |
dc.description.abstract | 為了妥善利用珍貴的醫療資源,醫界結合了先進的資訊技術、普及的家庭網路,發展了遠距照護之服務模式。然而過去相關之研究多以客觀醫學臨床角度、護理角度探討遠距照護之實質效益,較少由使用者的主觀知覺感受出發,真正去探索他們在使用遠距照護服務上的行為特質,將遠距照護轉化為科技與人性並重的醫療服務。因此本研究採用設計思考之操作方式,結合使用者服務體驗模型B-A-I架構,以服務過程中使用者之信念、態度、意圖串接起顧客體驗,除了一般所關注的臨床成效與生理方面的改善之外,擬從更全面的生活品質範疇來探討遠距照護服務的體驗與成效,而這些範疇包括心理認知、社會關係、與獨立程度,從中發現使用者需求以及創新之機會。
本研究將十六位深度訪談族群分為兩類型:仍持續使用以及已停止使用遠距照護之病友,將訪談原始資料一步步群集、分類後形塑三項範疇的服務體驗B-A-I架構,最後發現兩類型使用者在初始參與服務的信念即有所差異,前者追求長期穩定監測服務,後者則尋求短期之術後療養;在服務接受過程中,兩類型使用者對儀器操作與服務滿意度較有一致性,然而在病識感、資訊收集態度、與自我照護行為方面,前者較主動,後者則較被動;前者與照護團隊之關係較後者緊密,這些差異性連帶影響病友持續使用以及口耳傳播之意圖。 在進一步深入剖析使用行為背後的成因後,則發現其服務體驗與生活型態、職業、個性等等密切相關,從中幫助遠距服務提供者更了解不同使用者之最終行為背後所隱含的驅動因素,俾使遠距照護團隊日後在服務傳遞中具備深度洞察的脈絡,掌握可行之改善方向。 | zh_TW |
dc.description.abstract | In order to use precious medical resources properly, the medical circle has been developing the innovative Telehealth service model. However, past literatures mainly focus on the essential benefit of Telehealth from the point of view of objective clinical and nursingconcept; seldom explore user behavior through approaching their subjective awareness. As a result, this research is applying design thinking and B-A-I framework to stream users’ service experience with three stages: belief, attitude and intention. Besides, this research plans to further trace theeffect and comprehensive experience from three domains of quality of life (QOL), which arepsychology and cognition, social relationship, and independency.The object is to obtain deeper insight in Telehealth service experience, and discover opportunities for innovation.
In this study, 16 patients are divided into two types of interview groups, active and closed. The raw data of interview then is clustered and classified in order to build up service experience B-A-I framework of mentioned threedomains of QOL. This research finds that two types of patients keep different initial belief when joining the service;the former seeks a long-term and stable monitoring system; yet the latter focuses on a short-term post-operative care. In the service process, the consistency exists in instrumental operation and users satisfaction, however, when it comes to sense of insight, information collection attitude and self-care behavior, the former is more active than the latter, furthermore, the former maintains a closer relationship with service provider than the latter. These differences also affect the continuance behavior and word-mouth intention. After a deeper analysis of user behavior, this research finds there is a close correlation between service experience and lifestyle, occupation, and personality etc., from which the service provider can better understand the driving factors behind user behavior, and have an overall comprehension about further improvement. | en |
dc.description.provenance | Made available in DSpace on 2021-06-07T23:45:29Z (GMT). No. of bitstreams: 1 ntu-103-R01741023-1.pdf: 7849545 bytes, checksum: 8ec96ebeb7cb08242210cc8be5f53567 (MD5) Previous issue date: 2014 | en |
dc.description.tableofcontents | 目錄
誌謝 I 摘要 II Abstract III 目錄 IV 表目錄 VII 圖目錄 VIII 第一章 緒論 1 第一節研究背景與動機 1 第二節研究目標 3 第三節研究方法 4 第四節研究流程 5 第二章文獻探討 7 第一節遠距照護 7 1.1 遠距照護定義 7 1.2 遠距照護發展進程 8 1.3 遠距照護主要形式 10 1.4 遠距照護所帶來之效益 13 第二節台灣遠距醫療產業現況與發展 17 2.1 政府之遠距醫療或遠距照護計畫推行 17 第三節使用者服務體驗洞察 18 3.1服務體驗 (service experience) 的定義與特性 18 3.2 服務體驗洞察: B-A-I模型 20 3.3 其他服務體驗洞察工具 24 第四節遠距照護服務體驗評估 26 4.1生活品質 (Quality of life,QOL) 26 4.2以臨床病理追蹤評估遠距照護 29 4.3以護理角度評估遠距照護 30 第三章研究理論架構 32 第一節研究架構 32 1.1 範疇一:心理與認知 33 1.2 範疇二:社會關係 34 1.3 範疇三:獨立程度 34 第二節設計思考 35 2.1 設計思考理論源起 36 2.2 設計思考與傳統社會科學質性研究方法比較 36 2.3設計思考發展進程 38 2.4設計思考應用 43 2.5設計思考實務執行方法 45 第三節研究對象 51 第四節研究倫理考量 52 第四章研究結果 54 第一節合作單位研究 54 1.1 研究合作單位之發展現況 54 1.2 研究合作單位之組織分工 56 1.3 研究合作單位之業務執行 58 第二節探索 59 2.1 深度訪談資料蒐集 60 2.2 深度訪談問題設計 60 2.3 訪談對象篩選 62 2.4 實際訪談情形 64 第三節定義:第一類型 65 3.1 展開使用者經驗 66 3.2心理與認知 68 3.3社會關係 80 3.4 獨立程度 87 3.5小結 95 第四節定義:第二類型 96 4.1展開使用者經驗 96 4.3. 社會關係 105 4.4 獨立程度 111 4.5 小結 115 第五節第一類型與第二類型比較 116 第六節其他外部影響因素 118 第五章研究結論 120 第一節未來可改善之方向:針對使用者信念部分 120 1.1 正向個案經驗擴散 120 1.2 提升口耳傳播效應 121 第二節未來可改善之方向:針對使用者態度部分 122 2.1 個管師團隊概念塑造與傳遞 122 2.2 健康報告書價值展現 123 2.3 醫師影響力與涉入程度 123 第三節未來可改善之方向:針對使用者意圖部分 124 3.1挖掘潛在需求,延續使用意圖 124 3.2 穩定、創新之遠距照護儀器 125 第四節研究限制與未來研究方向 126 參考文獻 128 | |
dc.language.iso | zh-TW | |
dc.title | 應用設計思考概念於遠距照護使用者服務體驗洞察-以臺灣某醫院遠距照護中心為例 | zh_TW |
dc.title | Applying Design Thinking Concept in UserService Experience Research-A Case of a Telehealth Center in Taiwan | en |
dc.type | Thesis | |
dc.date.schoolyear | 102-2 | |
dc.description.degree | 碩士 | |
dc.contributor.oralexamcommittee | 何奕倫,梁容輝 | |
dc.subject.keyword | 遠距照護,設計思考,服務體驗,服務品質,生活品質, | zh_TW |
dc.subject.keyword | Telehealth,Design Thinking,Service Experience,Service Quality,Quality of Life, | en |
dc.relation.page | 132 | |
dc.rights.note | 未授權 | |
dc.date.accepted | 2014-06-30 | |
dc.contributor.author-college | 管理學院 | zh_TW |
dc.contributor.author-dept | 商學研究所 | zh_TW |
顯示於系所單位: | 商學研究所 |
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