事業網絡利益關係人之互動與價值創造－－緊急醫療網之個案研究

The Interactive Relation and Value Creation of Stakeholders in Business Network – A Case Study of the Emergency Medical Network

在日益競爭的醫療經營環境下，醫療院所為了提升醫療服務品質，不斷針對組織內部的管理、醫療品質、經營流程進行改善與變革，期望能夠提供民眾更佳的醫療服務。本研究以中部某區域醫院急診醫療為例，首先探討醫院內部急診業務之服務流程，接著探討醫院與緊急醫療網成員的網絡關係，並解析網絡成員於互動過程交換的價值內容。發現緊急醫療網成員其利益關係人若扮演技術提供角色，在事業網絡中產生的價值較傾向為態度與感覺、實質的本質、原則以及態度與感覺的價值產生。若利益關係人扮演合作支援者角色，在事業網絡中產生的價值較傾向特殊目的、善行、以及態度與感覺的價值產生。若利益關係人扮演監督與政策制定角色，在事業網絡中產生的價值較傾向實質本質以及原則的價值產生。

Under the more and more competitive medical industrial environment, the manager of hospitals continue to improve and transform the internal management, medical quality, operative processes in order to improve medical care quality and offer better medical care to the people. This research takes the emergency department of a regional hospital in middle Taiwan as an example, we probe into the service procedure of the emergency service at first, then probe into the network relation of hospital and emergency-net members and analyze the value content that network members exchange in the interaction. The results show us that if the stakeholders of emergency medical network play the role as technology providers, the value generated in business network will more tend to be attitude and feeling, nature of entity, principles, and value generation of attitude and feeling. If the stakeholders play the role as cooperator and supporters, the value generated in business network will more tend to be specific purpose, benevolent action, and value generation of attitude and feeling. If the stakeholders play the role as supervisors and policy-makers, the value generated in business network will more tend to be nature of entity, and principles.