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Combining Kano model and service blueprint for adult day care service — A case study in Taiwan

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2 Author(s)
Dong-Shang Chang ; Dept. of Bus. Adm., Nat. Central Univ., Jhongli, Taiwan ; Shiang-Li Yang

Population aging is an inevitable trend of the world. Therefore, the elderly care industry will be more and more attention. In Taiwan, the government regards the long-term care is an emerging service industries, such as the adult day care. In this research, Kano model was applied to explore elderly service requirement. And service blueprint was combined to prevent the service failure points (SFP). Charitable foundation in the middle of Taiwan serves as an example. There are six dimensions and twenty-one questions to be used. The results have been successfully explored. These methods can not only help the managers to monitor their service quality, but also can achieve the goal of Taiwan government to promote the adult day care industry better.

Published in:

Service Systems and Service Management (ICSSSM), 2010 7th International Conference on

Date of Conference:

28-30 June 2010