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

Dong Shang Chang, Shiang Li Yang

研究成果: 書貢獻/報告類型會議論文篇章同行評審

10 引文 斯高帕斯(Scopus)

摘要

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.

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主出版物標題2010 7th International Conference on Service Systems and Service Management, Proceedings of ICSSSM' 10
頁面1044-1048
頁數5
DOIs
出版狀態已出版 - 2010
事件7th International Conference on Service Systems and Service Management, ICSSSM'10 - Tokyo, Japan
持續時間: 28 6月 201030 6月 2010

出版系列

名字2010 7th International Conference on Service Systems and Service Management, Proceedings of ICSSSM' 10

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???event.eventtypes.event.conference???7th International Conference on Service Systems and Service Management, ICSSSM'10
國家/地區Japan
城市Tokyo
期間28/06/1030/06/10

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