請用此 Handle URI 來引用此文件:
http://tdr.lib.ntu.edu.tw/jspui/handle/123456789/18711
標題: | 醫院醫學美容中心服務創新之探討
-以T醫院為例 A Study on Service Innovation of Aesthetic Medical Center in Private Hospital-illustrated by T hospital |
作者: | Mei-Ying Chen 陳眉穎 |
指導教授: | 曾智揚(Chih-Yang Tseng),郭瑞祥(Ruey-Shan Guo) |
關鍵字: | 服務創新,醫學美容,醫院, service innovation,aesthetic medicine,hospital, |
出版年 : | 2014 |
學位: | 碩士 |
摘要: | 醫學美容產業在近十年快速蓬勃發展,主要是國內全民健保總額給付制度,促使各大醫學中心、區域性醫院和基層的個人醫療診所,紛紛投入自費醫療尤其是醫學美容中心,藉以提升整體的醫療收益。近二三年醫美產業進入成熟飽和期,競爭激烈。醫學美容是非必要醫療需求,醫病關係中的病人由傳統『病患』的角色到現在轉化為『顧客』的角色,醫療院所的經營已經不能只強調醫療能力,還需注入服務的元素。自費的醫學美容服務必須根據顧客的需求,提供最佳的服務品質,藉由服務創新增加競爭力才可避免陷入價格戰的窘況。
創新發生在組織的各個面向,而服務創新又比一般創新多了一些諸如服務傳遞、顧客互動等概念。近幾年隨著民眾的認知的提升與網路資訊的發達,民眾對於醫美醫療院所可以做的選擇越來越多。醫院因為受限於法令規定與廣告的限制,其應變速度與靈活度相較於私立診所來的小,本研究針對私立區域醫院醫學美容中心如何在競爭的台灣美容醫學服務產業中進行服務創新作深入探討。本研究使用個案研究法,套用服務創新四構面架構(den Hertog & Bliderbeek),(1)新的服務概念(New Service Concept);(2)新的客戶介面(New Client Interface);(3)新的服務傳遞系統(New Service Delivery System)、及(4)技術選項(Technological Options),深入探討個案醫院服務創新的歷程與實務。而此次服務創新的成功模式可供醫院等級的醫學美容中心作為參考。研究結果發現,醫學美容中心除了醫療的部分,加強美容服務專業有助於業績的提升。而此次服務創新的成功模式可供醫院等級的醫學美容中心作為參考。 Medical cosmetics are booming in Taiwan in the past decade. Domestic NHI(National Health Insurance) Global budget payment system was introduced so that most hospitals and clinics have tried to develop user-pays medical services, especial aesthetic medical service, which helps to increase total revenue. Aesthetic medicine industry goes into mature stage in recent 2-3 years. It means the market becomes increasingly crowded and intensive competitive. Non-essential cosmetic medical needs of patients make their role from traditional 'patient' to 'customer' . Operating hospitals has not only emphasize the medical capabilities but also the service. Self-paying cosmetic medical services must consider real needs of customer and provide the valued service quality. Service innovation creates the competitive advantage to get rid of a price war in the market. Innovation takes place in every facet of the organization. Service innovation has focus on customer concepts such as service delivery and customer interaction. In recent years, with enhanced awareness of patient and developed internet information, people have more choices for cosmetic medical institutions. Restrained by legal regulations and advertising restrictions, hospital has less flexibility and maneuver than private clinic. This research is based on a case study of regional hospital affiliated aesthetic medical center to explore service innovation in the competitive medical cosmetic market in Taiwan. It applies four dimensions of service innovation framework (den Hertog & Bliderbeek), (1) a new service concept ; (2) new client interface ; (3) new service delivery system , and (4) technical options. to examine services innovation process in practice. The analysis finds that in addition to providing therapy, aesthetic medical center can improve sales performance through the enhancement of beauty service.The proposed successful model can be used as a reference for other hospital to run an aesthetic center. |
URI: | http://tdr.lib.ntu.edu.tw/jspui/handle/123456789/18711 |
全文授權: | 未授權 |
顯示於系所單位: | 會計與管理決策組 |
文件中的檔案:
檔案 | 大小 | 格式 | |
---|---|---|---|
ntu-103-1.pdf 目前未授權公開取用 | 4.2 MB | Adobe PDF |
系統中的文件,除了特別指名其著作權條款之外,均受到著作權保護,並且保留所有的權利。