| Summary: | 碩士 === 國立中央大學 === 資訊管理研究所 === 96 === Due to the environment of health care changed, people thus have higher expectations toward health care service. Also, since the policies conducted by the Bureau of National Health Insurance are getting strict with controlling the medical expenditure, the health care service providers are facing more and more challenges nowadays. However, with the maturity of the information technology (IT), using the Information and Communication Technologies (ICT) to enhance the value of service has already become one of the most important directions of industry development for many developed countries. In Taiwan, numerous hospitals have also recognized the importance of keeping service improvement and innovation. Therefore, they actively embark on strengthening their service innovation based on the ICT, aiming to boost the quality of medical care. In regard of innovation, since most of the past literatures were focused on the organization capability that related to new product development performance, in this research, we stress on the real issues encountered by hospitals when they conduct the ICT in service innovation. This research looks into the importance of different organizational capabilities can incur different impacts on the effectiveness of service innovation. In addition, the roles of different organizational capabilities in the process of innovation are also discussed.
This research is an exploratory research rather than explanatory and reached the results based on the multi-case studies. The interviews with four hospitals were considered as the primary source of information. Then we collected the secondary data from related literatures as an attempt to conduct the triangular comparison and analysis. Based on our findings, we suggest that the more capability an organization obtains, the higher performance it can achieve. Furthermore, the effects of using the ICT approach can be various, depending on the level of hospital’s differentiation. In other words, two hospitals that have similar organizational capability may engage in different types of service innovation due to their level differentiation.
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