自費居家服務市場形成歷程及影響因素之研究

The Research of the Development and the Determinants of Fair Market for Home Care Service

郭詩萍(Shih-Ping Kuo)

指導教授 ： 陳燕禎

元智大學/資訊學院/資訊社會學研究所/碩士(2008年)

https://doi.org/10.6838/YZU.2008.00118

摘要

2001年行政院頒佈照顧服務產業發展方案，其中居家服務政策是照顧服務產業的主軸，居家服務對象亦由2002年開始，從（中）低收入戶免費的失能者擴展至一般付費的失能者，此服務已有6年之久，故本研究旨在探討目前居家服務市場發展的阻力與助力，以及影響自費居家服務市場形成歷程及影響因素，並建構未來自費居家服務市場發展模式。本研究採以質性研究中的深度訪談法為主，以桃園地區為研究範圍，並訪談對象分以三大類（居家服務使用受訪者、居家服務提供者、商業部門保險業從業人員），共完成訪談樣本14位。
本研究結果為：1.自費居家服務市場的經營必須由生態系統中的正式部門和非正式部門共同合作，才能讓老人獲得適當和充足的照顧；2.當居家服務品質高於使用者付出的成本時，社會交換關係才有可能存在；3.5A’s主要是用來評估居家服務的滿意度，不僅可促進非營利部門和政府部門的夥伴關係，亦可增加使用者與居家服務的接觸機會；4.自費居家服務可經由行銷管理概念來提升居家服務品質，並維持與顧客的正向關係和購買意願；5.居家服務所提供的規範性資源、個人性資源、情感性資源、認知性資源會影響使用者付出經濟性資源的多寡。最後，根據本研究結果提出建議，政府部門應擔任理性選擇的購買者，且勿干涉自費居家服務市場發展機制，讓使用者和供給者自行互動，市場自然發展並趨成熟。

關鍵字

照顧服務產業化 ； 居家服務 ； 行銷管理 ； 社會資本 ； 5A’s（可用性、充足性、適當性、可接受性、可近性）

並列摘要

In 2001 the government in Taiwan introduced a scheme “Developing a Caring Service Industry” in which home care service policy is the main service. It has been six years since the beneficiaries of home care service expand from the low and low middle income families to the higher income families in 2002. The purposes of this study are not only the difficulties and the advantages of the current home care service market but also the development and the determinants of fair market for home care service. Then we can build up the development model of fair market for home service in the future. This study adopted the in-depth interview method of qualitative research, and took Taoyuan area as the major research area. In total, there were interviewed 14 interviewees that were divided into three main types of objects (They were the users or family caregivers, the providers of home care service and the employees of the insurance industry).
The main findings are: 1. The operation of fair market for home care service has to be based on the cooperation between formal and informal sectors in ecological system so the elderly people who need home care service can get appropriate and enough care; 2. When the quality is higher than the cost, the social exchange relationship might exist; 3. 5A’s is mainly used for measuring the satisfaction of home care service. It can not only promote the relationship between government and nonprofit sectors but also increase the approach opportunity between the user and the provider; 4. The quality of fair market home care service can be promoted by marketing management concept and maintain the positive relationship with the users and the buying will of them; 5. The normative, personal, emotional, and cognitive resources which are provided by home care service will influence the amount of economical resources which are paid by users. The suggestion of this study as following: The government should act as a rational buyer, but don’t interfere the development mechanism of fair market for home care service. Let users and providers interact themselves, and then the market will develop and mature naturally.

並列關鍵字

Caring Service Industry ； Home Care Service ； Marking Management ； Social Capital ； 5A’s(availability、adequacy、appropriate、acceptability、accessibility）

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