人口老化已經是全球性的新議題了，老人學隨著社會變遷也成為重要的新領域。台灣從1993年開始進入高齡化社會。未來不論在食衣住行育樂、醫藥衛生、保健照護等各領域，銀髮族都將成為各行各業服務的重要對象。為了因應台灣高齡社會的到來，行政院院會在2007年3月14日已經通過老人福利十年大溫暖計劃，10年內將投入新台幣817億元，服務對象有四項，其中一項就是65歲以上老人 。 目前安養護機構的床位大約8萬多床，只佔老人人口數的3.5%。老人的安養護市場尚有很大的空間，在人才培育方面目前有十所大專院校已開設老人學相關課程的科系，未來將會持續增加。可預見的未來，老人安養護模式中不論是居家照護、社區照護、機構照護；將在政策法令、機構設立、人才培訓的三大架構整合之下，必定會有很好的發展。 本論文研究目的，就是希望對於獲得評鑑優良的個案-雙連安養護中心進行進一步分析，透過半結構式訪談及問卷調查的方式找出顧客對服務項目的重要度與滿意度差異性，並根據所得結果提供給業者做為經營參考，幫助業者建立更優越的價值定位。 個案研究結果發現對於服務體驗項目中，住民心中最為重視的前五項其重要度均高於滿意度，且均著重於人員服務的項目，顯示人員服務的態度好壞，可能影響著住民對安養護中心的滿意度，及繼續居住的意願。在家屬方面對前五名的體驗項目，其重要度對滿意度有著較大的認知差異，可能是家屬只有在探訪住民時短暫使用這些項目，或是從住民及他人口中得知其使用的感受，其感受程度遠不如住民，故認知差異的程度相對大於住民。 本研究建議中心在制定經營管理策略時，可依體驗項目重要程度的順序作為主要訴求，在策略制定上可強調安養護中心提供了完善的居住環境與無障礙的空間和設備，或是展示實際場景的照片與影片，當消費者打電話或是到安養護中心參訪時，可透過中心人員的實際服務與交談，讓消費者感受到中心人員的服務熱誠，藉此增加對安養護中心的整體滿意度，當消費者評估後對安養護中心的滿意度大於預期的滿意度時，便會將家中長者送至安養護中心接受其服務。 / Aging of population is the latest issue in the world and gerontology also becomes an important new field due to the change of society. Since 1993, Taiwan has become an aging society. In the future, the elderly will be important customers to various walks of life, such as medical treatment, health care, nursing care, entertainment, and so on. In order to cope with the coming of an aging Taiwan, the Executive Yuan had passed a ten-year plan for the welfare of the elderly on March 14th, 2007. Taiwan will spend 81.7 billion dollars in ten years for four categories of citizens, and one of which is the elderly over 65 years old. At present, there are about 80 thousands of beds in the nursing-care institutions, which is only 3.5 percent of the elderly population. There are still a lot of opportunities in the market of elderly nursing care. For the talent development, there are already ten colleges which have added the gerontology-related departments and there will be more colleges to do so. In the near future, with the integration of government policy, set-up of institutions and talent development, home care, community care and institution-based care will definitely be under good development. The purpose of this thesis is to do further analysis of the case, Suan-Lien Elderly Center. Through semi-structured interviews and questionnaires, the gap between the importance and satisfaction of the service items for the customers is discovered and the results are provided to the elderly center as a reference for management to help it establish a better value proposition. In the research results, it is found that in the service experience items, the scores of the importance of the first five items that the habitants value most is higher than those of the satisfaction, and the habitants put more emphasis on the personnel service items. This shows that the attitude of the service personnel may influence the habitants’ satisfaction of the nursing-care centers and their willingness of staying. The family of the habitants found larger gap between the importance and satisfaction of the first five service items. The reason may be that the family of the habitants only use the services for a short time during the visit. Or it may be because the family of the habitants learn the feelings of using the services through the habitants or others. This research suggests that the nursing-care centers can use the order of the importance of the service items as the main appeal while making the strategies of management. The nursing-care centers can stress that they can provide perfect living environment and barrier-free access and equipment or they can display the photos or films of the nursing-care centers. When the consumers call or visit the nursing-care centers, through the actual services and conversations, the consumers can feel the enthusiasm of the staff. In this way, the entire satisfaction of the nursing-care centers will be increased. When the actual satisfaction is higher than the expected one, the consumers will send their elderly to the nursing-care center.

本研究在探討資訊科技所創造出的虛擬化體驗，是否影響顧客在虛擬旅遊的體驗價值，並進而影響顧客對實體旅遊的消費意願，最後來探討虛擬化體驗系統的複雜性對消費意願的影響程度。我們以虛擬紫禁城和虛擬武漢線上景點導覽系統為研究案例，分兩階段模式來分析使用者消費意願．系統使用前，採用計畫行為理論及涉入程度的構面來衡量觀光旅遊之消費意願；系統使用過後，用互動性和生動性來探討虛擬觀光景點之體驗價值的關係，研究結果顯示虛擬紫禁城及虛擬武漢的虛擬體驗皆對實體旅遊之消費意願有所影響。 / This paper aims to study how the experience of tourism virtualization derived from information technology affects not only the customer’s experiential value of virtual tourism, but also intention of traveling in the future. Moreover, we discuss how the complexity of virtual experience systems impacts customer intention. Two on-line tour systems, the virtual Forbidden City and the virtual Wuhan, are utilized in a sequence of experiments for tourism experience. Before using the system, the constructs of Theory of Planned Behavior and Involvement Theory are employed to measure the intention of traveling. After then, two constructs, interactivity and vividness, are adopted to explore how the experiential value of virtual tourism impacts the intention of travelling. Our research results show that experiential values of the virtual Forbidden City and the virtual Wuhan both have impacted the intention of travelling.

自古鄰里相親敦親睦鄰，然而近年生活習慣與居住型態轉變，集合式公寓社區成為都市人們主要的住宅型態，人們與鄰里之間的互動日漸減少，以致於鄰里關係疏離。基此，本研究主旨在探討透過服務設計方法，改善都市集合式社區的住戶與鄰里之間的人際互動與溝通。 本研究以服務體驗工程方法論為研究方法，分三個階段進行研究。第一階段「服務體驗需求洞察研究」階段，透過深度訪談與參與觀察，挖掘社區住戶與鄰里主要有兩個接觸情境，即兩個不同的研究方向: (1)一為主動型住戶與鄰里往來而形成社區團購；(2)二為管委會與住戶的溝通與服務。比較兩個方向對社區的影響性後，擇第二個方向為本研究的研究方向。首先，採用人物誌分析出流程中三方使用者，包含住戶、管委會與總幹事，再以顧客旅程地圖發現三方溝通流程「管委會與住戶之間的溝通」及「住戶參與管委會的經驗」影響社區鄰里的互動關係，在流程的三部分中共發現16個問題與需求。 接著，第二階段進行「服務設計」，以普及至使用者中壯年齡層的智慧型手機為服務載具，設計社區社交平台「比鄰Belink App」，提供四項功能：「社區公告」、「提問求助」、「知識交流」與「委員會議」，改善住戶擔任委員參與管委會或是與管委會接觸的體驗。最後，第三階段「服務原型測試與評估」，邀請三方使用者以放聲思考法依照指定的情境使用「比鄰Belink App」，並填寫整體使用評估量表，再根據測試結果與意見回饋提出第二版設計，修改操作模式、介面按鈕的位置、顏色與形狀等等。 總結，研究成果為：（1）發現住戶與管委會在溝通流程三階段的16個問題與痛點；（2）了解中壯年齡層住戶的智慧型手機使用經驗；（3）提出符合使用需求的「比鄰Belink App」四大功能設計；（4）完成App使用性測試與可行性評估，使用者滿意提供的功能，三方使用者可更即時、公開與正向地進行溝通；但易用性方面雖具備可記憶性但易學性低，需修改設計。研究成果可作為日後相關研究參考。