醫院導入餐旅核心經營理念之可行性研究：醫院從業人員觀點

A Study of the Feasibility for Implementing Hospitality Centric Philosophy (HCP) into Hospital: Hospital Employee Perspectives

曾桂連(Kuei-Lien Tseng)

指導教授 ： 郭德賓

國立高雄餐旅大學/餐旅學院/餐旅管理研究所在職專班/碩士(2010年)

https://doi.org/10.6825/NKUHT.2010.00010

摘要

隨著社會變遷，民眾的知識水準提高以及取得資訊容易，對醫療品質的要求便日益增加，醫院為提昇醫院品質，引進許多管理方法，如評鑑、指標系統等，近年來有醫院開始強調飯店化管理，但是大多強調在硬體環境上，而在國內此管理理念尚未相當明確。在國外的文獻當中，學者提出餐旅核心經營理念應用至醫院當中，該理念將會發展出餐旅核心服務，並表示餐旅核心服務將可以提升醫院的服務品質並達到餐旅核心卓越服務。
本研究為針對醫院從業人員進行問卷調查，調查醫院如導入餐旅核心經營理念後，醫院從業人員對於其預期效益（服務品質、醫院形象與病人數量）的影響效果，進而調查各項餐旅核心服務的重要性與可行性，並使用管理矩陣的方法，來得知可優先採用的服務項目。研究結果發現，醫院從業人員對醫院若引進餐旅核心經營理念，當中「公共性餐旅核心服務」與「個人性餐旅核心服務」對預期效益為正向影響但無顯著的影響效果，而「健康促進餐旅核心服務」對預期效益則達顯著的正向影響。

關鍵字

醫院 ； 餐旅核心經營理念 ； 服務品質

並列摘要

In pace with the change of the society, People’s knowledge level is higher than before and People catch information easier than before. Therefore, People’s increase in requests of the hospital quality is more and more. There are many management method implemented into hospital such as accreditation, indicator system and so on for the purpose of improving hospital quality. Recently, some hospital put emphasis on hotel-like management. However, they only put emphasis on its hardware facilities and the concept of the management method in Taiwan is not very clear so far. From the foreign article, the researchers addressed Hospital Centric Philosophy (HCP) that can be applied into hospitals and HCP can develop Hospital Centric Programs (HCPr). The researchers also claim that HCPr will improve hospitals’ service quality and achieve Hospitality Centric Service Excellence (HCSE).
This study interviews hospital employees with questionnaire survey and asks hospital employees the anticipatory benefits (including Service Quality, Hospital Image and Patient Number) of implementing HCP into hospitals and the effect level of the anticipatory benefits. And then this study asks hospital employees the importance and feasibility of each HCPr. According to the survey, the priority HCPr will be known by using management matrix. The result indicates that Public and Personal Hospitality Centric Program have no significantly influence on the anticipatory benefits and Therapeutic Hospitality Centric Programs have significantly positive influence on the anticipatory benefits if HCP is implemented into hospitals.

並列關鍵字

Hospital ； Hospitality Centric Philosophy ； Service Quality

參考文獻

葉孟青（2009）。工業工程與工程管理在醫院管理之應用—以北部某區域醫院為例 。（碩士論文，清華大學，2009）。全國博碩士論文資訊網，097NTHU5031010。

韓揆（1994）。醫院品質管理及門診服務品質定性指標，中華衛誌，13，35-53。

曹書銘（1999）。台灣地區醫療院所引進網際網路影響因素之研究。（碩士論文，國立中正大學，1999）。全國博碩士論文資訊網，087CCU00396003。

Bagozzi, R.P. & Youjae,Y. (1988). On the Evaluation of Structural Equation Models. Journal of the Academy of Marketing Science, 16(1), 74-94.

Connor, K., & Miller, J. (2000). Help from our animal friends. Nursing Management, 31(7), 42-46.