政大機構典藏-National Chengchi University Institutional Repository(NCCUR):Item 140.119/60213
English  |  正體中文  |  简体中文  |  Post-Print筆數 : 27 |  全文笔数/总笔数 : 113247/144223 (79%)
造访人次 : 50770403      在线人数 : 686
RC Version 6.0 © Powered By DSPACE, MIT. Enhanced by NTU Library IR team.
搜寻范围 查询小技巧：
  • 您可在西文检索词汇前后加上"双引号"，以获取较精准的检索结果
  • 若欲以作者姓名搜寻，建议至进阶搜寻限定作者字段，可获得较完整数据
    •  进阶搜寻
    政大機構典藏 > 商學院 > 資訊管理學系 > 學位論文 >  Item 140.119/60213


    请使用永久网址来引用或连结此文件: https://nccur.lib.nccu.edu.tw/handle/140.119/60213


    题名: 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
    贡献者: 張欣綠
    林如謙
    Lin, Ju Chien
    关键词: e-Health
    Delivery
    Service Blueprinting
    Training
    Communication
    e-Health
    Delivery
    Service Blueprinting
    Training
    Communication
    日期: 2010
    上传时间: 2013-09-04 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
    数据类型: thesis
    显示于类别:[資訊管理學系] 學位論文

    文件中的档案:

    档案 描述 大小格式浏览次数
    600601.pdf2153KbAdobe PDF2306检视/开启


    在政大典藏中所有的数据项都受到原著作权保护.


    社群 sharing

    著作權政策宣告 Copyright Announcement
    1.本網站之數位內容為國立政治大學所收錄之機構典藏，無償提供學術研究與公眾教育等公益性使用，惟仍請適度，合理使用本網站之內容，以尊重著作權人之權益。商業上之利用，則請先取得著作權人之授權。
    The digital content of this website is part of National Chengchi University Institutional Repository. It provides free access to academic research and public education for non-commercial use. Please utilize it in a proper and reasonable manner and respect the rights of copyright owners. For commercial use, please obtain authorization from the copyright owner in advance.

    2.本網站之製作，已盡力防止侵害著作權人之權益，如仍發現本網站之數位內容有侵害著作權人權益情事者，請權利人通知本網站維護人員(nccur@nccu.edu.tw)，維護人員將立即採取移除該數位著作等補救措施。
    NCCU Institutional Repository is made to protect the interests of copyright owners. If you believe that any material on the website infringes copyright, please contact our staff(nccur@nccu.edu.tw). We will remove the work from the repository and investigate your claim.
    DSpace Software Copyright © 2002-2004  MIT &  Hewlett-Packard  /   Enhanced by   NTU Library IR team Copyright ©   - 回馈