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研究生: 李浩雯
Li, Hao-Wen
論文名稱: 動員與服務主導邏輯之探索性研究:以嘉義整合照護服務為例
An Exploration of Mobilization and Service-Dominant Logic: The Case of Chiayi Integrated Healthcare Service
指導教授: 周信輝
Chou, Hsin-Hui
學位類別: 碩士
Master
系所名稱: 管理學院 - 企業管理學系
Department of Business Administration
論文出版年: 2016
畢業學年度: 104
語文別: 中文
論文頁數: 79
中文關鍵詞: 動員服務主導邏輯服務生態系統長期照護個案研究
外文關鍵詞: mobilization, service-dominant logic, service ecosystem, long-term care, case study
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  • 過往文獻對於動員(mobilization)的探索,雖然有提到持續性動員的重要性,但卻少有學者對此深入探討,而在服務主導邏輯(service-dominant logic)文獻當中,大多著重在探討服務系統間進行資源的整合能夠共創出價值,很少談論到如何向外獲取或連結組織內原本沒有的資源,因此本研究結合動員和服務主導邏輯觀點來探索持續性動員如何發生以及動員對於服務生態系統如何產生影響,並且藉此擴展對於兩個理論的理解。
    本研究採用質性研究方法,透過單一個案研究法來深入瞭解嘉義整合照護服務的發展歷程,將視其為一個服務生態系統,觀察在這之中活動者的互動行為、資源的整合應用以及各個互動之間的關係,並且將發展歷程分為五個時期進行深入地分析以探索研究的議題。
    以動員和服務主導邏輯觀點為基礎,本研究發現當不同組織的活動者為了追求共同的願景,彼此之間利用關係不斷地推動其他活動者,以獲取所需的資源,持續性動員便會發生,在這之中科技的應用是讓持續性動員有效發生的關鍵。此外,動員能夠促使服務系統之間產生連結並且能夠促進服務系統間進行資源的整合,當動員持續不斷地發生,便能使得更多其他的服務系統相互連結,獲得更多必要的資源進行整合運用,形成一個服務生態系統。

    Previous researches of mobilization have mentioned the importance of sustained mobilization, but few of them deeply discuss the point. On the other hand, service-dominant logic has focused on resource integration and value co-creation but rarely explains how to get or connect resources which service systems do not own. Therefore, this research combine the perspectives of mobilization and service-dominant logic to explore how sustained mobilization happens, and how mobilization influences service ecosystem, to have more understanding of the perspectives.
    This research applies qualitative research method and single case study to profoundly explore the developing process of Chiayi integrated healthcare service. Chiayi integrated healthcare service will be viewed as a service ecosystem. Interactions between actors, integration of resources, and relationships between interactions within Chiayi integrated healthcare service will be observed and analyzed. This research divides the developing process into five periods to examine the issue.
    Based on mobilization and service-dominant logic, this research finds that for pursuing the shared vision, when different actors from different organizations take use of relationship to keep moving other actors to get the resources they need, sustained mobilization will happen. Moreover, mobilization can connect service systems and enhance the integration of resources. As mobilization sustains happening, there will be more service systems connected and more resources applied to form a service ecosystem.

    第一章 緒論 1 第一節 研究背景與動機 1 第二節 研究目的與問題 3 第三節 研究內容與流程 3 第二章 文獻探討 4 第一節 動員 4 第二節 服務主導邏輯 14 第三節 小結 25 第三章 研究方法 27 第一節 研究方法選擇 27 第二節 個案背景介紹 28 第三節 資料來源 30 第四節 資料分析 33 第四章 個案:嘉義跨領域多專業整合照護服務 36 第一節 照護服務系統未形成時期 36 第二節 單一動員者時期-系統起始 40 第三節 多動員者時期-系統建立 42 第四節 多動員者時期-系統穩定 46 第五節 多動員者時期-系統擴大 53 第六節 綜合分析 57   第五章 結論與建議 61 第一節 個案發現探討 61 第二節 研究貢獻 65 第三節 實務貢獻 66 第四節 研究限制及未來研究方向 67 參考文獻 69 附錄:訪談大綱 76

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