Combining Kano model and service blueprint for adult day care service- A case study in Taiwan

Dong Shang Chang, Shiang Li Yang

Research output: Chapter in Book/Report/Conference proceedingConference contributionpeer-review

7 Scopus citations

Abstract

Population aging is an inevitable trend of the world. Therefore, the elderly care industry will be more and more attention. In Taiwan, the government regards the long-term care is an emerging service industries, such as the adult day care. In this research, Kano model was applied to explore elderly service requirement. And service blueprint was combined to prevent the service failure points (SFP). Charitable foundation in the middle of Taiwan serves as an example. There are six dimensions and twenty-one questions to be used. The results have been successfully explored. These methods can not only help the managers to monitor their service quality, but also can achieve the goal of Taiwan government to promote the adult day care industry better.

Original languageEnglish
Title of host publication2010 7th International Conference on Service Systems and Service Management, Proceedings of ICSSSM' 10
Pages1044-1048
Number of pages5
DOIs
StatePublished - 2010
Event7th International Conference on Service Systems and Service Management, ICSSSM'10 - Tokyo, Japan
Duration: 28 Jun 201030 Jun 2010

Publication series

Name2010 7th International Conference on Service Systems and Service Management, Proceedings of ICSSSM' 10

Conference

Conference7th International Conference on Service Systems and Service Management, ICSSSM'10
Country/TerritoryJapan
CityTokyo
Period28/06/1030/06/10

Keywords

  • Adult day care
  • Kano model
  • Service blueprint
  • SFP

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