政大機構典藏-National Chengchi University Institutional Repository(NCCUR):Item 140.119/51214
English  |  正體中文  |  简体中文  |  Post-Print筆數 : 27 |  Items with full text/Total items : 109952/140887 (78%)
Visitors : 46304656      Online Users : 900
RC Version 6.0 © Powered By DSPACE, MIT. Enhanced by NTU Library IR team.
Scope Tips:
  • please add "double quotation mark" for query phrases to get precise results
  • please goto advance search for comprehansive author search
    •  Adv. Search
    Home ‧ Login ‧ Upload ‧ Help ‧ About ‧ Administer Goto mobile version
    政大典藏 > College of Commerce > Department of MIS > Theses >  Item 140.119/51214


    Please use this identifier to cite or link to this item: https://nccur.lib.nccu.edu.tw/handle/140.119/51214


    Title: 建置電子健康照護服務之績效評量架構
    Assessing the performance of e-Health service
    Authors: 王育聖
    Wang, Yu Sheng
    Contributors: 張欣綠
    Chang, Hsin Lu
    王育聖
    Wang, Yu Sheng
    Keywords: 電子健康照護服務
    內部服務品質
    外部服務價值
    e-Health service
    internal service quality
    external service value
    Date: 2010
    Issue Date: 2011-10-05 14:32:47 (UTC+8)
    Abstract: This study develops quality evaluation criteria that consider both service provider satisfaction and patient perspective in assessing e-Health services; additionally, it evaluates the impact of these criteria on the performance of e-Health services. Utilizing data from the Tele Care Center in National Taiwan University Hospital (NTUH), one of the largest hospitals in Taiwan, this research framework extends the service-profit chain by integrating service triangle concept and emphasizing the relationships among three stakeholders: the firm, the customer, and the employee. The results suggest that the positive relationships among hospital’s business value, physicians’ value, and patients’ value can contribute to customer retention. In sum, this study expects to contribute to literature by providing an e-Health service performance assessment framework, which systematically develops a scale to evaluate e-Health service quality that concerns multiple stakeholders’ perspectives.
    Reference: Atkins, P. M., Marshall, B.S., Javalgi, R.G. (1996). "Happy employees lead to loyal patients. Survey of nurses and patients shows a strong link between employee satisfaction and patient loyalty." Journal of Health Care Marketing 16(4): 14-23.
    Benson, S. G., Dundis, S.P. (2003). "Understanding and motivating health care employees: integrating Maslow`s hierarchy of needs, training and technology." Journal of nursing management 11(5): 315-320.
    Berry, L. L., Ed. (1991). Marketing services: Competing through quality Free Press.
    Bolton, R. N., Drew, J.H. (1991). "A Multistage Model of Customers` Assessments of Service Quality and Value." Journal of consumer research 17(4): 375-384.
    Bresnahan, T. F. (1986). "Measuring the Spillovers from Technical Advance: Mainframe Computers in Financial Services." American Economic Review 76(4): 742-755.
    Bryant, L., Jones, D.A., Widener, S.K. (2004). "Managing value creation within the firm: An examination of multiple performance measures." Journal of management accounting research 16(1): 107-131.
    Cronin, J. J., Brady, M.K., Brand, R.R, Hightower, Jr.R., Shemwell, D.J. (1997). "A cross-sectional test of the effect and conceptualization of service value." Journal of Services Marketing 11(6): 375-391.
    Cronin, J. J. J., Brady, M.K., Hult, G.T.M. (2000). "Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments." Journal of Retailing 76(2): 193-218.
    Dagger, T. S., Sweeney, J.C., Johnson, L.W. (2007). "A Hierarchical Model of Health Service Quality: Scale Development and Investigation of an Integrated Model." Journal of Service Research 10(2): 123-142.
    Eysenbach, G. (2001). "What is e-health?" Journal of Medical Internet Research 3(2): e20.
    Hallowell, R. (1996). "The relationships of customer satisfaction, customer loyalty, and profitability: an empirical study." International Journal of Service Industry Management 7(4): 27-42.
    Hamid, A., Sarmad, A. (2008). "Evaluation of e-health services: user`s perspective criteria." Transforming Government: People, Process and Policy 2(4): 243-255.
    Herzberg, F., Mausner, B., Snyderman, B., Ed. (1959). The motivation to work. New York, Wiley.
    Heskett, J. L., Jones, T.O., Loveman, G.W., Sasser, W.E.Jr., Schlesinger, L.A. (1994). "Putting the service-profit chain to work." Harvard Business Review 72: 164-174.
    Hitt, L. M., Brynjolfsson, E. (1996). "Productivity, Business Profitability, and Consumer Surplus: Three Different Measures of Information Technology Value." MIS Quarterly 20(2): 121-142.
    Hsu, J., Huang, J., Kinsman, J., Fireman, B., Miller, R., Selby, J., Ortiz, E. (2005). "Use of e-Health services between 1999 and 2002: a growing digital divide." Journal of the American Medical Informatics Association 12(2): 164-171.
    Joseph, W. B. (1996). "Internal marketing builds service quality." Journal of Health Care Marketing 16(1): 54-59.
    Kalleberg, A. L. (1977). "Work Values and Job Rewards: A Theory of Job Satisfaction." American Sociological Review 42(1): 124-143.
    Kaplan, R. S., Norton, D. P. (1992). "The Balanced Scorecard–Measures That Drive Performance." Harvard Business Review 70(1): 71-79.
    King, N. (1970). "Clarification and evaluation of the two-factor theory of job satisfaction." Psychological Bulletin 74(1): 18-31.
    Kumar, V., Smart, P.A., Maddern, H., Maull, R.S. (2008). "Alternative perspectives on service quality and customer satisfaction: the role of BPM." International Journal of Service Industry Management 19(2): 176-187.
    Lankton, N. K., Wilson, E.V. (2007). "Factors Influencing Expectations of e-Health Services within a Direct-Effects Model of User Satisfaction." e-Service Journal 5(2): 85-111.
    Lanseng, E., J., Andreassen, T.W. (2007). "Electronic healthcare: a study of people`s readiness and attitude toward performing self-diagnosis." International Journal of Service Industry Management 18(4): 394-417.
    Lim, P. C., Tang, N.K.H. (2000). "A study of patients` expectations and satisfaction in Singapore hospitals." International Journal of Health Care Quality Assurance 13(7): 290-299.
    Maheu, M., Whitten, P., Allen, P. (2001). E-Health, Telehealth, and Telemedicine. San Francisco, CA, Jossey-Bass.
    Maslow, A. H., Ed. (1970). Motivation and Personality. New York, Harper & Row
    Meuter, M. L., Ostrom, A.L., Roundtree, R. I., Bitner, M.J. (2000). "Self-service technologies: Understanding customer satisfaction with technology-based service encounters." The Journal of Marketing 64(3): 50-64.
    Mooney, J. G., Gurbaxani, V., Kraemer, K.L. (1996). "A process oriented framework for assessing the business value of information technology." Database for Advances in Information Systems 27(2): 68-81.
    Parasuraman, A., Zeithaml, V.A., Berry, L.L. (1988). "SERVQUAL: A Multiple-Item Scale For Measuring Consumer Perception of Service Quality." Journal of Retailing 64(1): 12-40.
    Rashid, W. E. W., Jusoff, H.K. (2009). "Service quality in health care setting." International Journal of Health Care Quality Assurance 22(5): 471-482.
    Reichheld, F. F., Sasser, W.E. Jr. (1990). "Zero defections: quality comes to services." Harvard Business Review 68(5): 105-111.
    Teboul, J., Ed. (2006). Service is front stage: positioning services for value advantage, Palgrave Macmillan.
    Turner, P. D., Pol, L.G. (1995). "Beyond patient satisfaction. Broaden the scope of quality measurement by integrating the marketing view with other perspectives." Journal of Health Care Marketing 15(3): 45-49.
    Venkatraman, N., Ramanujam, V, (1986). "Measurement of business performance in strategy research: A comparison of approaches." Academy of Management Review 11(4): 801-814.
    Voelker, K. E., Rakich, J.S., French, G.R. (2001). "The Balanced Scorecard in Healthcare Organizations: A Performance Measurement and Strategic Planning Methodology." Hospital Topics 79(3): 13-24.
    Wang, Y., Lo, H.P., Yang, Y. (2004). "An integrated framework for service quality, customer value, satisfaction: Evidence from China`s telecommunication industry." Information Systems Frontiers 6(4): 325-340.
    Woodruff, R. B. (1997). "Customer Value: The Next Source for Competitive Advantage." Journal of the Academy of Marketing Science 25(2): 139-153.
    Zeithaml, V. A. (1988). "Consumer perceptions of price, quality, and value: a means-end model and synthesis of evidence." Journal of Marketing 52(2): 2-22.
    Description: 碩士
    國立政治大學
    資訊管理研究所
    98356002
    99
    Source URI: http://thesis.lib.nccu.edu.tw/record/#G0098356002
    Data Type: thesis
    Appears in Collections:[Department of MIS] Theses

    Files in This Item:

    File SizeFormat
    600201.pdf771KbAdobe PDF2878View/Open


    All items in 政大典藏 are protected by copyright, with all rights reserved.


    社群 sharing

    著作權政策宣告 Copyright Announcement
    1.本網站之數位內容為國立政治大學所收錄之機構典藏，無償提供學術研究與公眾教育等公益性使用，惟仍請適度，合理使用本網站之內容，以尊重著作權人之權益。商業上之利用，則請先取得著作權人之授權。
    The digital content of this website is part of National Chengchi University Institutional Repository. It provides free access to academic research and public education for non-commercial use. Please utilize it in a proper and reasonable manner and respect the rights of copyright owners. For commercial use, please obtain authorization from the copyright owner in advance.

    2.本網站之製作，已盡力防止侵害著作權人之權益，如仍發現本網站之數位內容有侵害著作權人權益情事者，請權利人通知本網站維護人員(nccur@nccu.edu.tw)，維護人員將立即採取移除該數位著作等補救措施。
    NCCU Institutional Repository is made to protect the interests of copyright owners. If you believe that any material on the website infringes copyright, please contact our staff(nccur@nccu.edu.tw). We will remove the work from the repository and investigate your claim.
    DSpace Software Copyright © 2002-2004  MIT &  Hewlett-Packard  /   Enhanced by   NTU Library IR team Copyright ©   - Feedback