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The impact of communication on the relationship between support process and employee service quality in the context of e-health
Lin, Ju Chien
Lin, Ju Chien
|Issue Date: ||2013-09-04 16:58:40 (UTC+8)|
|Abstract: ||In the information society, electronic healthcare service (e-health), the new concept of medical treatment has been introduced to improve health and healthcare. In order to let the service process more efficiently and improve the performance of whole service delivery system, we discuss about the internal of the delivery system. The main topic of this study is to investigate the e-health care delivery service. We make the interview with doctors, IT staffs and healthcare staffs, and then we find out the delivery system can divide into three parts: 1. staff training, 2. intra-organization communication, 3. service process. Our research framework is based on part of service blueprinting, discussing the interaction between each components of our research framework. Later, we join communication into intra-organization to discuss whether a good communication between intra-organizations can contribute to higher levels of employee service quality or not, and we get a positive conclusion. Through our analysis, we find out that the communication would be the most important factor in delivery service including diagonal communication, upward communication, downward communication and horizontal communication in the organization. Finally, we hope our study and finding can lead the e-health service delivery system more efficient and come to maturity.|
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|Source URI: ||http://thesis.lib.nccu.edu.tw/record/#G0098356006|
|Data Type: ||thesis|
|Appears in Collections:||[資訊管理學系] 學位論文|
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