醫院導入餐旅核心經營理念預期效益之研究：民眾觀點

A Study on Anticipatory Benefits of Implementing Hospitality Centric Philosophy (HCP) into Hospitals: Public Perspectives

石芳錡(Fang-Chi Shih)

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.2010.00009

摘要

醫療業與餐旅業皆屬服務業的範疇，且在英文上醫院與餐旅為同一字根，但是醫院在之前卻不被認為是一個熱忱的地方，故醫療業是否可藉由與餐旅業之標竿學習，將其服務的精神與觀念導入醫療業當中，並讓民眾可以覺得醫院亦可以為一個具有熱忱的地方，而不是帶給民眾冷冰冰的感覺。而在國外的文獻當中，學者提出餐旅核心經營理念，及其所發展的餐旅核心服務，並將其應用之醫院當中，表示將可以提升醫院的服務品質並達到餐旅核心卓越服務。
本研究以民眾為對象進行問卷調查，調查醫院如導入餐旅核心經營理念後，民眾對於其預期效益（服務品質、醫院形象、再購意願與推薦意願 ）的影響效果，並調查民眾對於每項服務之重要程度與需求程度，進而利用管理矩陣之方式，來發現民眾覺得迫切需要的服務項目為何。研究結果發現，民眾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」對預期效益有顯著的正向影響效果，而「健康促進餐旅核心服務」對預期效益則達顯著的負向影響。

關鍵字

醫院 ； 餐旅核心經營理念 ； 服務品質

並列摘要

Hospital industry and Hospitality industry all belong to Service industry and “hospital” and “hospitality” have the same root “hospitable”. However, some hospitals have been seen as not very hospitable places. So, service spirituality and concept can be implemented into Hospital industry or not by the benchmarking to Hospitality industry and let hospitals be seen as hospitable places instead of cool places. 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 the Public with questionnaire survey and asks the Public the anticipatory benefits (including Service Quality, Hospital Image, Repurchase Intentions and Recommend Intentions) of implementing HCP into hospitals and the effect level of the anticipatory benefits. And then this study asks the Public the importance and demand 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 significantly positive influence on the anticipatory benefits and Therapeutic Hospitality Centric Programs have significantly negative influence on the anticipatory benefits if HCP is implemented into hospitals if HCP is implemented into hospitals.

並列關鍵字

Hospital ； Hospitality Centric Philosophy ； Service Quality

參考文獻

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