DocumentCode :
2381688
Title :
Factors that Impact the Performance of e-Health Service Delivery System
Author :
Chang, Hsin-Lu ; Lin, Ju-Chien
Author_Institution :
Manage. Inf. Syst., Nat. Cheng Chi Univ., Taipei, Taiwan
fYear :
2011
fDate :
25-27 May 2011
Firstpage :
237
Lastpage :
241
Abstract :
In the information society, electronic healthcare service (e-health), the new concept of medical treatment, has been introduced to improve health and healthcare. In order to deliver e-Health more efficiently, we focus on the improvement of internal service systems. Based on service blueprinting, we divide the e-Health delivery system into three parts: 1. support processes, 2. intra-organization communication, and 3. contact employees. We hypothesize that a good e-Health support processes in terms of staff training and IT support activities can contribute to higher levels of contact employees´ service quality, which in turn improves the quality of customer actions. We are also interested in investigating the role of intra-organizational communication in the e-Health service delivery. Four types of intra-organizational communication in e-Health are identified and their impacts on employee service quality are explored.
Keywords :
health care; medical administrative data processing; e-health service delivery system; electronic healthcare service; employee service quality; information society; intraorganizational communication role; service blueprinting; Companies; Hospitals; Industries; Technological innovation; Training; Communication; Delivery; Intra-organization; Quality; Service Blueprint; Training; e-Health;
fLanguage :
English
Publisher :
ieee
Conference_Titel :
Service Sciences (IJCSS), 2011 International Joint Conference on
Conference_Location :
Taipei
Print_ISBN :
978-1-4577-0326-3
Electronic_ISBN :
978-0-7695-4421-2
Type :
conf
DOI :
10.1109/IJCSS.2011.54
Filename :
5960336
Link To Document :
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