健檢中心服務創新模式之實證研究

An Empirical Study of Service Innovation in Health Examination Center

吳奇峰(Chyi-Feng Wu)

指導教授 ： 劉春初

長榮大學/管理學院/高階管理碩士在職專班(EMBA)/碩士(2012年)

https://doi.org/10.6833/CJCU.2012.00158

摘要

本研究主要意旨在於討論如何於醫療專業之外強化服務本質而不會流於服務形式之議題探討，服務提供者如何在兩項『專業醫療』與『專業服務』之間拿捏得宜，醫療從業人員今天委身提供醫療專業與受檢者憑藉的是醫療專業，而受檢的一方今天並非病人，而是自掏腰包接受檢查的正常人，他想自費了解自身身體狀況，兩造雙方可謂站在天平兩端，如何平衡雙方的本位主義及滿足雙方立場需求的相對應關係，成了一個非常有趣的現象。
服務創新（Service Innovation）涵蓋範圍極廣，舉凡一切與服務有關之行為均包含之，且其在近年來，已成為服務業及管理學界的一門新顯學，企業經營者無不趨之若鶩的投入研究，此一新興的研究領域，在國、內外的相關研究成果雖有累積，然在服務創新內涵的詮釋與釐清上仍嫌不足，針對健檢中心在服務創新問題上運用之研究也寥寥可數，是故本研究期對此做出些許貢獻。本研究運用了文獻探討、專家訪談等方法，來建構專家問卷，然後以層級分析法（Analytic hierarchy process, AHP）針對回收的問卷計算出各構面的權重，並做出結論與建議。
綜合本研究之相關文獻探討、專業從業人員之問卷調查以及AHP層級分析法之實證研究，比較出各構面之間的關係，由權重間的分析比較可看出關鍵特質，以服務創新的觀點觀之，作業中之「作業流程的提升」遠較事後亡羊補牢的「服務品質缺失補救」還來得重要許多，而「顧客抱怨處理」也略優於「服務因應市場潮流」等創新手法。

關鍵字

健檢中心 ； 服務創新 ； 層級分析法

並列摘要

This research is mainly to discuss how to improve the nature of service beyond medical profession rather than falling into the discussion over service form. How does the service provider to strike a balance between “professional healthcare” and “professional service”? The medical practitioners offer service and the examination receivers are seeking for medical professions. However, the examination receivers are not patients, but who pays to know their own health situation, the two parties is just like standing on the two distinct stances. It forms an interesting phenomenon in balancing the departmental selfishness and satisfying the needs from both parties.
Service innovation covers a wild range of content, which includes all service-related behaviors. Especially in recent years, it becomes significant in service industry and academic field of management. Most enterprise owners are aggressively devoted into research such emerging field. Though the research results were accumulated in both home and abroad, it was insufficient in interpretation and clarification of content of service innovation, and few of them discussed the service innovation in health examination center. Hence, this research was conducted with expectation to make some contribution on this. Through literature review and expert interview to construct export questionnaire, this research then adopted AHP (Analytic hierarchy process) to calculate the weight of each dimension on questionnaire recycled, and make further conclusions and recommendations.
Comprehensively viewing the literature review, questionnaire survey from professional practitioners and empirical results of AHP, from the relationships of each dimension, it shows that “improvement of operating process” was more important than “service quality recovery” in view of service innovation, while “handling customer complaints” was greater innovations than “catching the trend of market.”

並列關鍵字

Health Examination Center ； Service Innovation ； Analytic Hierarchy Process

參考文獻

1.盧淵源(2011) 。服務業的創新發展模式，品質月刊，47卷11期。

2.王怡茵(2008)。建構服務創新衡量模式之研究－以台灣國際觀光旅館業為例，長榮大學碩士論文。

4.吳偉文（2009）。服務科學與服務創新策略，東亞論壇季刊，2009年3月，P32。

13.陳明豐：健康檢查與健康管理。健康世界2005；229：82-86。

6.Betz,F. (2003). Managing Technological innovation: Competiive Advantage from Change , WILEY.