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題名：應用感性健康服務場景設計提升牙科照護價值
作者：許玲欣
作者(外文)：HSU, LING-HSIN
校院名稱：國立臺北大學
系所名稱：企業管理學系
指導教授：蕭宇翔
學位類別：博士
出版日期：2020
主題關鍵詞：牙科照護；健康服務場景；正向情緒；感性工學；刺激-生物-反應模型；Dental Care；Healthscape；Positive Emotions；Kansei Engineering；Stimulus-Organism-Response model
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牙科照護與治療處置是屬於高度消耗能源和資源的一種服務，對環境會產生顯著的衝擊。為提供滿足客戶心理價值的最高品質照護，重視預防保健的健康促進是核心所在，並且也能實踐對生態環境的友善。本研究欲探討以客戶為中心的健康場景服務設計對增強客戶在接受牙科照護時的正向的情緒以及提升參與維護健康和再就診意願的效果。本研究應用感性工學，並基於刺激－生物－反應模型，深入研究了牙科健康服務場景設計要素如何影響客戶的感性，以及客戶的感性與再就診意願的關聯性。依循感性工學的方法，首先確定了牙科照護健康服務場景的設計要素空間與客戶的感性空間，其中構成牙科健康服務場景共有17個要素，包括於設計、氛圍和社交互動三個維度以及用於表達客戶接受牙科照護時的正向情緒的20個感性詞彙。基於語意差異法的問卷調查被用來評量感性，以及審視感性對於重新由各種設計要素所組成的健康服務場景所產生的再就診意願的效果。採用偏最小平方法來量化設計屬性與感性之間以及感性與再就診意願之間的預測關係，整體地分析牙科健康服務場景要素對於客戶正向情緒的影響，以及正面情緒對於客戶再就診意願的影響，以架構牙科健康服務場景的感性模型。
牙科患者可能因為焦慮和恐懼而經常延遲治療，應用感性工學的方法細緻地建構出以客戶為中心的感性模型，為健康照護服務場景的設計提供了參考，可以讓服務的對象在接受牙科照護的期間維持正向的情緒，並且帶來較高的再就診意願。研究的成果可以提供有關於哪種正面情緒的產生最能積極地影響客戶再就診意願的知識，並指出哪些健康服務場景設計要素，能夠為牙科服務環境創造出這些值得注意的情緒，有助於提升牙科照護的價值。從長遠來看，這些知識可以協助提供滿足客戶感性需求的服務，強化服務團隊的能力，進而推廣預防性牙科照護、早期治療，並且促進醫療資源的有效率使用。
Dental care and treatment is a service that consumes a lot of energy and resources and has a significant impact on the environment. Providing the care of the highest quality that meets the psychological value of clients is at the core of preventive care and health promotion. This also contributes to the implementation of environment-friendly healthcare. The purpose of this study is to investigate the effects of client Kansei-centered healthscape design on enhancing the positive emotions of clients when receiving dental care and increasing their willingness to revisit the same dentist. By applying the Kansei Engineering based on the Stimulus-Organism-Response model, the causal relations between the design elements of dental healthscape, client's Kanseis, and the revisit intention to the same clinic are clarified. Following the method of Kansei Engineering, 17 healthscape design properties from dimensions of design, ambiance and social-interaction, and 20 Kansei words used by clients to express the positive emotions when receiving dental care are first identified to build the property space and semantic space, respectively. The semantic differential method is used to synthesize these two spaces. The partial least squares method is then used to examine causal relationships of design properties to client Kanseis, and client Kanseis to revisit intention to construct a Kansei model of the dental care healthscape. The findings can provide knowledge about which positive emotions produce the most active influence on the client's revisit intention, and indicate which healthscape design elements can create these noteworthy emotions for the dental service. Dental healthscape design based on the findings can help alleviate the fear and anxiety of clients, meet clients’ emotional needs, enhance client value, and so as to improve medical effectiveness. In the long run, this knowledge contributes to provide services that meet clients' perceptual needs, strengthen the capabilities of service teams, and then promote preventive dental care, early treatment, and promote the efficient use of medical resources.
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三、網路參考資料
齒科醫院空間設計 (日文) 取自http://www.jointcenter.jp/sp/2008年11月号「商店建築」/works/clinic/

 
 
 
 
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