publication . Article . 2017

A model for ageing-home-care service process improvement

Yu, Shu-Yan; Shie, An-Jin;
Open Access English
  • Published: 01 Jan 2017
  • Publisher: Jersey City, NJ: IJMESS International Publishers
Abstract
The purpose of this study was to develop an integrated model to improve service processes in ageing-home-care. According to the literature, existing service processes have potential service failures that affect service quality and efficacy. However, most previous studies have only focused on conceptual model development using New Service Development (NSD) and fail to provide a systematic model to analyse potential service failures and facilitate managers developing solutions to improve the service process. This study proposes a model that integrates service blueprinting and Failure Mode Effect Analysis (FMEA). First, the service blueprint tool was used to analys...
Subjects
free text keywords: Ageing-home-care service, service process, service blueprint, failure models and effects analysis (FMEA), ddc:330
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Article . 2017
Provider: EconStor
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