醫師特質與病患參與關係之研究：兼論醫師社交導向溝通與病患資訊搜尋之干擾效果

The Impact of Physician Characteristics on Patient Participation: The Moderating Effects of Physician Social-Oriented Communication and Patient Information Seeking

楊雅婷(Ya-Ting Yang)

指導教授 ： 黃佑安

國立暨南國際大學/管理學院/國際企業學系/博士(2016年)

摘要

近年來，顧客參與在服務業中廣受重視。顧客參與是成為提升服務品質的一個重要關鍵因素。尤其，病患參與是增進醫療服務品質的一個重要典範。本研究試圖以「捷思－系統模式」為基礎，來探討影響病患參與的前因變項與干擾變項，藉以實證調查醫師特質(即專業性與親和力)與病患參與(即資訊分享與責任行為)的關聯，亦進一步探討醫師社交導向溝通、病患資訊搜尋在醫師特質與病患參與關係中的干擾效果，這是過去研究中似乎未曾探究過的議題。本研究以台灣中、北部地區的三家透析中心之透析病患為對象進行問卷調查，共取得155份有效問卷。本研究實證結果顯示：(1)醫師專業性會正向影響病患參與－資訊分享與責任行為；(2)醫師親和力會正向影響病患參與－資訊分享與責任行為；(3)醫師社交導向溝通會弱化醫師專業性與病患參與－資訊分享與責任行為之正向關係；(4)醫師社交導向溝通會強化醫師親和力與病患參與－資訊分享與責任行為之正向關係。本研究結果提供許多實務經驗給透析產業的服務經營策略規劃者作為參考。這些變數和各產業領域將有益於後續研究探討。

關鍵字

醫師特質 ； 醫師社交導向溝通 ； 病患參與

並列摘要

In recent years, customer participation has widely received attention in the services industry. Customer participation enhances service quality that has become an important key element. In particular, patient participation is an important paradigm for improving healthcare quality. This study attempts to base on “Heuristic-systematic Model” which examined the relationships between antecedents and moderating factors that influence patient participation. The tested model empirically examines the relationship between physician characteristics (i.e. expertise and likability) and patient participation (i.e. information sharing and responsible behavior) and further investigates the moderating effects of physician social-oriented communication and patient information seeking influence on the relationship between physician characteristics and patient participation. This issue seems to have never explored in previous studies. This study conducted a questionnaire survey from dialysis patients of three dialysis centers in middle and northern Taiwan and 155 usable questionnaires were returned. The empirical results indicated that: (1) physician expertise has a positive impact on patient participation-information sharing and responsible behavior; (2) physician likability has a positive impact on patient participation-information sharing and responsible behavior; (3) physician social-oriented communication would weaken the positive relationship between physician expertise and patient participation-information sharing and responsible behavior; (4) physician social-oriented communication would strengthen the positive relationship between physician likability and patient participation-information sharing and responsible behavior. The results contain many practical lessons for planners of service operation strategy for the dialysis industry. Future studies would benefit from inclusion of these variables and a various industrial scope.

並列關鍵字

physician characteristics ； physician social-oriented communication ； patient participation

參考文獻

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