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系統識別號 U0026-0906201522234000
論文名稱(中文) 服務主導邏輯觀點之價值共創:孕產婦醫療照護之實證研究
論文名稱(英文) Value Co-creation of Service Dominant Logic: An Empirical Evidence on Health Care Services of Pregnant Women
校院名稱 成功大學
系所名稱(中) 經營管理碩士學位學程(AMBA)
系所名稱(英) Advanced Master of Business Administration (AMBA)
學年度 103
學期 2
出版年 104
研究生(中文) 謝姿怡
研究生(英文) Zih-Yi Sie
學號 RD6021073
學位類別 碩士
語文別 中文
論文頁數 83頁
口試委員 指導教授-方世杰
召集委員-李慶芳
口試委員-周信輝
中文關鍵字 服務主導邏輯  資源整合  價值共創 
英文關鍵字 service dominant logic  resource integration  value co-creation 
學科別分類
中文摘要 服務主導邏輯主張以顧客為中心的概念,強調顧客價值共創會在顧客服務網絡中,藉由彼此互動及資源整合的活動中所實現。本研究以服務主導邏輯的觀念來驗證孕產婦在醫療照護服務過程中,與醫師互動溝通及資訊(資源)整合達到價值共創的關係。
  本研究以正在懷孕之孕婦或近一年內生產完之產婦為研究對象,藉由文獻探討、發放問卷並回收後,加以統計分析,並根據分析結果,探討本研究的五大構面:溝通互動、資訊蒐集、資訊整合、對醫療服務之期待及價值共創─滿意度。
  研究結果發現,孕產婦與醫師的溝通互動越多且對於醫療資訊搜尋能力越高,也會對醫療照護服務的價值共創─滿意度越高,孕產婦對醫療服務過程的期待越高,在溝通互動及資訊搜尋過程中對價值共創─滿意度的正影響也越高。
  本研究結論是孕產婦與醫師互動溝通、獲得相關醫療資訊越多,並對醫療服務之期望越高,對於價值共創─滿意度越高,符合服務主導邏輯理論下,活動參與者藉由互動溝通及資源整合達到價值共創的觀念。顯示出讓孕產婦與醫生之間可以進行具有更有意義的對話溝通,確保雙方對於診療內容都具有共識,讓病人能真正參與醫療決策是未來實務上的主要方向。
英文摘要 Service dominant logic emphasizes the concept of customer-centric and value co-creation through customer service network by the interaction with each other and resource integration activities. The purpose of this study is to verify the interaction between pregnant women and doctors by the theory of service dominant logic, and how pregnant women integrate the information resources to co-create value in the process of maternal health care services.
The target person of this study includes pregnant women and women childbirth within one year. Five aspects are evaluated: (1)interactive communication between pregnant women and doctors, (2)information gathering, (3)information integration, (4)the expectations for medical care services, and (5)value co-creation─satisfaction.
The results revealed that more interaction and higher information integration ability, correlated with higher satisfaction. There are also have positive correlations between information gathering, information integration and satisfaction. Pregnant women who have higher expectations for medical care services, correlated with higher positive relationship between interaction and satisfaction, and between information gathering and satisfaction.
To conclude, more interactive communication, higher information gathering and integration, and positive expectations for medical care services, will relate to higher satisfaction with value co-creation. The result conform to the concept of SDL: actors create value by interactive communication and integration of resources.
論文目次 中文摘要...I
英文摘要...II
誌謝...V
目錄...VI
表目錄...VII
圖目錄...VIII
第一章 緒論...1
第一節 研究背景...1
第二節 研究動機...3
第三節 研究範圍與目的...4
第四節 研究流程及論文結構...6
第二章 文獻探討...8
第一節 現行醫療照護服務之認知...8
第二節 服務主導邏輯與價值共創...10
第三節 價值共創之互動模式...15
第四節 資訊透明與顧客期待之價值共創...18
第三章 研究架構與方法...25
第一節 研究架構...25
第二節 研究假設...27
第三節 變項操作型定義與衡量...33
第四節 問卷設計與研究對象...39
第五節 資料分析方法...40
第四章 實證分析與結果...42
第一節 敘述性統計分析...42
第二節 因素分析...45
第三節 信度分析...53
第四節 效度分析...54
第五節 迴歸分析...58
第六節 研究假說檢定結果...67
第五章 結論與建議...68
第一節 研究結論...68
第二節 理論與實務貢獻...70
第三節 研究限制與後續建議...72
參考文獻...74
【附錄一】...79
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