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題名:多元利益關係者價值導向的服務設計模式
作者:蔡佩真
作者(外文):Tsai, Pei-Chen
校院名稱:國立交通大學
系所名稱:應用藝術研究所
指導教授:鄧怡莘
莊明振
學位類別:博士
出版日期:2018
主題關鍵詞:保健服務價值交換模型顧客價值價值共創以經驗為中心的服務利益關係者服務發展服務創新服務設計方法利益關係者互動Healthcare ServiceValue Exchange ModelVEMCustomer ValueValue Co-CreationExperienced-Centered ServiceStakeholders’ RelationService DevelopmentService InnovationService Design MethodologyStakeholders Interaction
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隨著服務市場的經濟效益不斷升高,服務的各種策略議題逐漸受到重視。過去為了提升企業的競爭力,服務設計的過程中應該嘗試探究利益關係者的需求和價值,才能助於發展出符合利益關係者需求之服務、並且使企業獲得利益。雖然現有的服務設計方法亦嘗試探究消費者的價值和需求,但是仍然缺乏探討利益關係者之間複雜的價值互動脈絡。
為了協助釐清多元利益關係者抽象而複雜的價值互動脈絡、並且在服務設計發展的過程中導入多元利益關係者的價值需求,本研究透過三個階段探討可行的服務設計模式:首先探索多元利益關係者價值互動的脈絡與元素;接著嘗試提出將多元利益關係者價值互動脈絡視覺化的方案;最後規劃一完整的服務設計流程,實際操作保健服務的發展,從中驗證本研究所提價值交換模型 (Value Exchange Model, VEM) 與服務設計模式的完整性與適切性。
本研究提出價值交換模型的架構、提供導入多元利益關係者價值概念的服務設計模式與建議、並彙整了慢性病照護保健服務概念的設計議題與目標。本研究討論與評估價值交換模型如何補充現有服務設計方法;協助不同背景的研究員、設計師、利益關係者、服務提供者等參與者具有可以溝通的共同工具、跨領域地探究服務脈絡中利益關係者的價值、需求、意見、以及彼此複雜互動的影響脈絡;並且發展出可以理解不同多元利益關係者潛在需求與促進良好健康和生活的服務設計。
The value and needs of the stakeholders should be investigated during a service design process. In this way, the service which meets the stakeholders’ needs can be developed, and the firm can reap benefits and be more competitive. Although current service design methodologies also try to investigate a consumer’s value and needs, they still lack the discussion of the complex value interaction context among multiple stakeholders.
In order to explore the abstract and complex value interaction context among multiple stakeholders, and utilize the stakeholders’ value and needs during the development process of service design, this study probes a feasible service design methodology via three phases. First, the elements and context of the stakeholders’ value interactions are investigated; then a graphical model is proposed to visualize and represent the value interaction context among the stakeholders; last, a complete service design process is proposed. By practicing a service design process in a healthcare context, the integrity and the suitability of the Value Exchange Model (VEM) and the service design methodology are demonstrated.
This study proposes a framework of VEM, provides a service design methodology involving the value concept of stakeholders, and integrates service concepts into the service issues and goals for chronic patients’ healthcare service design. This study not only discusses and evaluates supplements for the current service design methodologies, but also provides a communication tool and method which enables multiple stakeholders and participants of the service to share their value and experience. What’s more, it presents the complex interaction context which includes stakeholders’ value, needs, opinions, and behaviors. Last but not least, this study assists researchers and designers in capturing and gaining an insight into stakeholders’ value, needs and influences during the service design process more easily.
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