@inproceedings{1034fa3789964837a36d48fe26e6b002,
title = "Combining Kano model and service blueprint for adult day care service- A case study in Taiwan",
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.",
keywords = "Adult day care, Kano model, Service blueprint, SFP",
author = "Chang, {Dong Shang} and Yang, {Shiang Li}",
year = "2010",
doi = "10.1109/ICSSSM.2010.5530089",
language = "???core.languages.en_GB???",
isbn = "9781424464876",
series = "2010 7th International Conference on Service Systems and Service Management, Proceedings of ICSSSM' 10",
pages = "1044--1048",
booktitle = "2010 7th International Conference on Service Systems and Service Management, Proceedings of ICSSSM' 10",
note = "7th International Conference on Service Systems and Service Management, ICSSSM'10 ; Conference date: 28-06-2010 Through 30-06-2010",
}