應用價值共同創造概念於顧客導向服務經營模式之建構－以遠距居家照護為研究案例

The Use of Value Co-Creation Concept to Develop a Customer-Oriented Service Business Model: Case Study on Home Tele-heath Service

陳啟光(C. K. Chen) ； 謝明澄(M. C. Hsieh) ； 謝安晉(A. J. Shie) ； 于長禧(C. H. Yu)

《福祉科技與服務管理學刊》 1卷2期 (2013/05) Pp. 27-46

https://doi.org/10.6283/JOCSG.2013.1.2.27

摘要

本文之主要目的是將「價值共同創造概念」應用於顧客導向服務經營模式之建構。近年來透過價值共同創造的概念產生服務系統創新已成為服務業關注議題，然而如何應用此概念於服務系統建構之方法論仍然相當缺乏。有鑑於此，本研究嘗試提出一個透過議題準備、概念發展、概念整合等三階段之服務經營發展模式，將價值共同創造概念和顧客導向服務發展方法整合成一套系統化顧客導向服務經營模式建構方法。為了展示模式建構之運作方法，本研究針對遠距居家照護服務作為研究案例，探討具有價值共同創造概念的顧客導向遠距居家照護服務經營模式之建構。本研究可以提供從事遠距居家照護產業的從業者，或者積極從事顧客導向服務開發之企業，能夠透過本研究發展之模式，理解具有價值共同創造概念之顧客導向服務經營模式之建構過程。

關鍵字

顧客導向 ； 價值共同創造 ； 服務經營模式 ； 服務體驗工程 ； 遠距居家照護服務

並列摘要

The purpose of this paper is to propose a methodology for the development of a customer-oriented service business model by using the value co-creation concept. The value co-creation recently becomes one of the most important concepts in service industries. However, it is still lack of an appropriate methodology to develop a service business model through the value co-creation process. The study attempts to address this issue. The methodology proposed in this study is a three-stage design: issue preparation, conceptual development and conceptual integration. In order to illustrate how the proposed methodology works in practice, a case study in the subject of a tele-home care service business model development is conducted. The case demonstration can be a good reference for those practitioners who are interested in the customer-oriented service system design.

並列關鍵字

Customer-oriented service ； Value co-creation ； Service business model ； Service experience engineering ； Tele-home care

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