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    Please use this identifier to cite or link to this item: http://ir.cnu.edu.tw/handle/310902800/22910

    標題: 以PZB服務品質模式探討醫療產業使命宣言形成缺口與組織績效之關聯
    The Investigation of Health Organization Develop of Mission Statement and Organization Performance by PZB Service Quality Model
    作者: 廖依盈
    貢獻者: 林秀碧
    關鍵字: 組織績效
    PZB Service Quality
    Mission Statement
    Organizational Performance
    日期: 2009
    上傳時間: 2010-06-09 09:17:58 (UTC+8)
    摘要: 使命宣言(Mission Statement)是非營利機構重要的管理工具,引導決策方向,是組織策略的核心。醫院新制評鑑要求醫療院所必須設立宗旨、願景與目的,評鑑政策提供醫療院所一個建立或重新檢視他們使命宣言的機會。使命宣言的研究,過去主要集中在內容分析,缺乏對使命宣言形成過程的關注,然形成過程對使命宣言在組織落實程度與組織績效有直接的影響。因此,本研究運用PZB服務品質缺口模式的概念來探討使命宣言在形成與執行過程中,管理者的認知可能與內部員工以及外部顧客的期望出現落差,這些落差會影響員工對使命宣言的使用程度、顧客滿意度以及醫院業務量。
    Mission Statement (Mission Statement) is a non-profit organization, an important management tool, the core of organizational strategy to guide the decision-making direction. Hospital accreditation requires medical institutions to establish the purpose, vision and the accreditation provision. Medical institutions need to establish or re-examine their mission statement opportunities. Mission statement of the research, in the past focused on content analysis, which lacks of concern about the formation of the mission statement. Mission statement on the natural formation process of the degree implements in the organization has a direct impact with organizational performance. Therefore, this study uses PZB service quality to explore the concept of mission statements in the formation and implementation process. The manager's perception may be related to internal staff and external customers expect variance, which is the gap degree of use mission statements on staff, customers’ satisfaction, and hospital volume of business impact.
    Unlike the past, some studies use only single subjective or objective indicators of organizational performance. This study in both subjective (customer satisfaction) and objective performance (business volume) to explore with a view to a more complete understanding of the formation of gaps in the hospital mission statement to the impact of organizational performance. This study collected medical centers, regional hospitals and local hospitals, a total of 49, using paired sampling. Each hospital was also issued 10 employees and 10 customers with questionnaires to collect information on employee and customer satisfaction. In addition, the web sites of NHI announced in 2008 of the hospital NHI Claims data of objective performance were also collected. Study found that the formation of the mission statement perception gaps in the market will significantly affect the internal staff of the mission statement of the usage. When the gap smaller, the staff of the mission statement of the usage will be higher; gap 5 affects hospital customer satisfaction of external customers. The smaller is the gap, the higher customer satisfaction. But the hospital staff degree of use mission statement and patient satisfaction has none effect on the volume of business of the hospital , as well as degree of the mission statement of the use of employees does not affect patient satisfaction. The results and discuss with theoretical and practical implications can provide the formation of hospital mission statements and enhancement of organizational performance in Taiwan.
    關聯: 校內馬上公開,校外一年後公開,學年度:97, 74 頁
    Appears in Collections:[醫務管理系(所)] 博碩士論文

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