長照機構之科技化服務系統設計

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題名:	長照機構之科技化服務系統設計 The Design of Technological Service System of Long-Term Care Institutions
作者:	劉醇權 Liu, Chun-Chuan
貢獻者:	EMBA高階經理碩士在職學位學程
關鍵詞:	長照機構;活動理論;顧客價值;科技服務;系統設計 long-term care institute;activity theory;customer value;technological service;system design
日期:	2019
上傳時間:	2019-10-21 02:55:13 (UTC+0)
出版者:	亞洲大學
摘要:	本研究目的為探討長照機構之科技化服務系統設計，並以活動理論結合顧客價值五構面觀點為分析架構，據以提出系統設計之重要考量因素。本研究蒐集日本、新加坡以及中國大陸共17家長照機構之351件具體服務內容，以及長照設備或設施共75筆資料，輔以專家深度訪談，具體結論陳述如下，首先，主體提供客體服務內容方面，顯示目前長照機構最強調住民快樂性價值，其次重視功能性價值、以及情境性價值；此外，倫理性、以及關係性價值訴求較為欠缺；第二、在工具方面，長照設備與設施主要考量功能性價值、與情境性價值；第三、在社群方面，系統須考量機構內與機構間之社群之共用平台、資訊共享、系統聯網等之設計；最後，在系統設計初期階段，必須將政策、法規、作業流程規範等相關規則納入考量，而長照機構須依據顧客價值五構面強化住民之服務品質，並透過上述共用平台之建構，使機構內部與外部合作社群透過系統平台進而明確分工，形成完整生態系照護網。 This study aims to explore the design of technological service system of long-term care institutes. The design is based on the integrated framework of activity theory and customer value perspective to suggest the critical considerations of system design. This study collected a total of 351 service events of 17 long-term care institutions located in Japan, Singapore, and China and a total of 75 equipment or facilities. In addition, this study conducted in-depth interviews with experts. The findings are described as follows. First, in the aspect of the services, provided by the subject for the objects, the study shows long-term care institutes place more emphasis on hedonic value and then functional value and contextual value of the objects. Moreover, ethical value and relationship value are neglected. Second, in the aspect of tool, the equipment or facilities of long-term care mostly emphasize functional value and contextual value. Third, in the aspect of community, the system design should consider sharing platform, sharing information and network between the focal institute and other institutes. Finally, in the initial stage of system design, related policies, rules, and operation procedures should be considered. Moreover, long-term care institutes can improve the service quality based on the five-dimension framework of customer value. Furthermore, the focal long-term care institute should collaborate with external institutes to reach a clear division of labor through the sharing platform to build a complete care ecosystem.
顯示於類別:	[EMBA高階經理碩士在職學位學程] 博碩士論文

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