面對台灣迅速老齡化，長期照護服務變成了一個銳不可擋的趨勢，然而，無論是社區式、機構式及居家照護(外籍看護)哪種照護模式，隨著雙薪家庭的增加，家庭成員相互支持的功能日漸式微，而在台灣注重家庭的文化下，家屬擔任了長照服務過程中重要的利害關係人，因此若要讓長照產業永續發展，需要利害關係人的顧客參與，讓利害關係人積極且自發的投入並共同創造價值在服務過程中。因此本研究旨在探討顧客參與對滿意度的影響為何，藉由顧客參與在服務過程中共創了那些價值，並去探討在不同照護模式以及角色下的顧客參與及價值共創有何差異。
研究透過問卷調查法，以三種照護模式下(日間照護中心、機構式及家中聘請外籍看護)的被照顧者(服務接受者)、家屬及照服員為研究對象，探討不同照護模式與角色的顧客參與、價值創造及滿意度的關係，而研究結果顯示，從角色觀點切入，不同角色別對其他參與者進行分享身心狀況、表達需求與感受以及討論照護服務並無差異，但整體而言，被照顧者的顧客參與程度、價值共創及滿意度相較其他參與者為低；從照護模式切入，整體而言，日照模式的顧客參與程度、價值共創及滿意度相較其他參與者為高，同時，日照模式中的被照顧者的顧客參與程度及創造的經濟價值為最高。
因此，從結果中可以推斷，在日照模式中的被照顧者較願意積極參與且互動在照護服務過程中，進而對滿意度存在正向影響，且這樣的關係是必須透過價值共創才能提升服務的滿意度，故提供長期照護服務中一實務方向，除了提升利害關係人的顧客參與程度，更應加深服務中的價值共創，故能提升服務的滿意度。

Faced with the problem of rapid aging in Taiwan, long-term care services have become inevitable trend. As the number of dual-pay families increases, the time which the families members can spend on each other decreases. As the result, they have no choice but to send their family members to long-term care institutions, or hire 24-hour foreign care-givers.
Customer participation, which involves care-receivers, family members and care-givers in the long-term care services, hence decreases. However, customer participation in medical care is very important for shaping the process and outcome of services. Therefore, we should encourage stakeholders to actively participate and co-create value in the service process. Based on the previoues research in medical care related field, the research adopting the three patterns of long-term care promoted by the government, explores the long-term care services in Taiwan to ensure what role which value co-creation plays in the process from customer participation to satisfaction. The purpose of this study is to explore the relationship between customer participation, value co-creation and satisfaction in the service process, and to explore the differences in customer participation and value co-creation under different care models and roles.
In this research, we use quantitative method to confirm the relationship between customer participation and value co-creation in long-term care services.
The results show that the higher degree of customer participation, the higher degree of satisfaction. Besides, value co-creation has a mediating effect between customer participation and satisfaction.

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