Integrating PZB Model and TRIZ for Service Innovation of Tele-Healthcare
Due to the rise of aging population, effective utilization
of healthcare resources has become an important issue. With the
advance of ICT technology, the application of tele-healthcare service
has received more attention than ever. The main purpose of this
research is to investigate how to conduct innovative design for
tele-healthcare service based on user-s perspectives. First, the
healthcare service blueprint was used to describe the processes
of tele-healthcare service delivery, and then construct PZB service
quality gap model based on the literature and practitioners-
interviews. Next, TRIZ theory is applied to implement service
innovation. We found the proposed service innovation procedures can
effectively improve the quality of service design.
[1] G. Magnus, "The Age of Aging: How Demographics are Changing the
Global Economy and Our World Canadian Studies ," in Population 38,
No. 1-2 :191-3 (Spring/Summer 2011).
[2] Office of Health and the Information Highway, Available online at:
http://www.fp.ucalgary.ca/telehealth/What_Is_Telehealth.htm. (accessed
December 25, 2010).
[3] M. M. Maheu, A. Allen, "E-Health & Telehealth Glossary,"
Available online at: http://telehealth.net/glossary.html. (accessed January
10, 2011).
[4] B.P., Britton,M.K. Engelke,D. B. Rains, and K. Mahmud "Measuring
Costs and Quality of TeleHomecare," Home Health Care Management &
Practice June 12: 27-32 (2000).
[5] S. Koch, "Home telehealth - Current state and future trends,"
International Journal of Medical Informatics, 1-12 (2005)
[6] H. Wenzek, "Telehealthcare Will Soon Be Keeping All of Us Healthier,"
IBM, (2005).
[7] M. Tsuji, "Bussiness Briefing´╝ÜClobal HealthCare," The Telehomecare/
Telehealth System in Japan, 72-74 (2002).
[8] M. Gasier, J. Barlow, Project form as a vehicle for delivering innovative,
adaptable healthcare facilities. Examples form the UKs PFI hospitals
programme. HaCIRIC, (2007).
[9] C. K. Kwong, H. Bai. "A fuzzy AHP approach to the determination of
importance weights of customer requirements in quality function
deployment," Journal of Intelligent Manufacturing, vol. 13, no. 5, pp.
367-377 (2002).
[10] A. Parasuraman, V. A. Zeithaml, and L. L.Berry, "A Conceptual Model
of Service Quality and Its Implication for Further Research," Journal of
Marketing, 49, 41-50 (1985).
[11] V. A. Zeithaml, L. L. Berry, "Service Marketing: Integrating Customer
Focus across the Firm," McGraw-Hill, New York, (2000).
[12] L. V. Stephen & F. Robert "Lusch Service-dominant logic: continuing the
evolution J of the Acad," Mark. Sci. , 36:1-10 (2008).
[13] S. T. Bruce, "The sources and aims of innovation in services: Variety
between and within sectors Economics," Innovation and New
Technology Volume 12, Issue 6, (2003).
[14] F. Gallouj, Innovation in the service economy: the new wealth of nations,
(2002).
[15] H.J. Bullingera, K. P. Fähnrichb and T. Meiren "Service
engineeringÔÇömethodical development of new service products,"
International Journal of Production Economics Volume 85, Issue 3, 11
September, Pages 275-287 (2003).
[16] G. L Shostack, "Designing services that deliver," Harvard Business
Review, 62(1), 133-139 (1984).
[17] Booch, Grady, J. Rumbaugh, and I. Jacobson, The Unified Modeling
Language User Guide, Addison-Wesley, Boston (1999).
[18] F. I. Stuart, and S.Tax , "Toward an Integrative Approach
to Designing Service Experiences: Lessons Learned from the Theatre,"
Journal of Operations Management, Vol.6 (22), pp.609-627 2004.
[19] Berry, L. Leonard, P. C. Lewis, and H. H. Stephan, Managing the Total
Customer Experience Sloan Management Review, 43 (3), 85-89 (2002).
[20] M. H. Saliminamin, N. Nezafati, "A new method for creating non
technological principles of TRIZ," The TRIZ Journal. October, (2003).
[21] C. S. Lin, C. T. Su, "An Innovative Way to Create New Services:
Applying the TRIZ Methodology," Journal of Chinese Industrial
Engineering, Vol. 24No. 2P 142-152 (2007).
[22] J. Zhang, K. H. Chai and K. C. Tan, "40 inventive principles with
applications in service operations management," The TRIZ Journal,
December, (2003).
[23] J. Zhang, K. H. Chai and K.C. Tan, "Applying TRIZ to service conceptual
design: an exploratory study," Creativity and Innovation Management,
14, 34-42, (2005).
[1] G. Magnus, "The Age of Aging: How Demographics are Changing the
Global Economy and Our World Canadian Studies ," in Population 38,
No. 1-2 :191-3 (Spring/Summer 2011).
[2] Office of Health and the Information Highway, Available online at:
http://www.fp.ucalgary.ca/telehealth/What_Is_Telehealth.htm. (accessed
December 25, 2010).
[3] M. M. Maheu, A. Allen, "E-Health & Telehealth Glossary,"
Available online at: http://telehealth.net/glossary.html. (accessed January
10, 2011).
[4] B.P., Britton,M.K. Engelke,D. B. Rains, and K. Mahmud "Measuring
Costs and Quality of TeleHomecare," Home Health Care Management &
Practice June 12: 27-32 (2000).
[5] S. Koch, "Home telehealth - Current state and future trends,"
International Journal of Medical Informatics, 1-12 (2005)
[6] H. Wenzek, "Telehealthcare Will Soon Be Keeping All of Us Healthier,"
IBM, (2005).
[7] M. Tsuji, "Bussiness Briefing´╝ÜClobal HealthCare," The Telehomecare/
Telehealth System in Japan, 72-74 (2002).
[8] M. Gasier, J. Barlow, Project form as a vehicle for delivering innovative,
adaptable healthcare facilities. Examples form the UKs PFI hospitals
programme. HaCIRIC, (2007).
[9] C. K. Kwong, H. Bai. "A fuzzy AHP approach to the determination of
importance weights of customer requirements in quality function
deployment," Journal of Intelligent Manufacturing, vol. 13, no. 5, pp.
367-377 (2002).
[10] A. Parasuraman, V. A. Zeithaml, and L. L.Berry, "A Conceptual Model
of Service Quality and Its Implication for Further Research," Journal of
Marketing, 49, 41-50 (1985).
[11] V. A. Zeithaml, L. L. Berry, "Service Marketing: Integrating Customer
Focus across the Firm," McGraw-Hill, New York, (2000).
[12] L. V. Stephen & F. Robert "Lusch Service-dominant logic: continuing the
evolution J of the Acad," Mark. Sci. , 36:1-10 (2008).
[13] S. T. Bruce, "The sources and aims of innovation in services: Variety
between and within sectors Economics," Innovation and New
Technology Volume 12, Issue 6, (2003).
[14] F. Gallouj, Innovation in the service economy: the new wealth of nations,
(2002).
[15] H.J. Bullingera, K. P. Fähnrichb and T. Meiren "Service
engineeringÔÇömethodical development of new service products,"
International Journal of Production Economics Volume 85, Issue 3, 11
September, Pages 275-287 (2003).
[16] G. L Shostack, "Designing services that deliver," Harvard Business
Review, 62(1), 133-139 (1984).
[17] Booch, Grady, J. Rumbaugh, and I. Jacobson, The Unified Modeling
Language User Guide, Addison-Wesley, Boston (1999).
[18] F. I. Stuart, and S.Tax , "Toward an Integrative Approach
to Designing Service Experiences: Lessons Learned from the Theatre,"
Journal of Operations Management, Vol.6 (22), pp.609-627 2004.
[19] Berry, L. Leonard, P. C. Lewis, and H. H. Stephan, Managing the Total
Customer Experience Sloan Management Review, 43 (3), 85-89 (2002).
[20] M. H. Saliminamin, N. Nezafati, "A new method for creating non
technological principles of TRIZ," The TRIZ Journal. October, (2003).
[21] C. S. Lin, C. T. Su, "An Innovative Way to Create New Services:
Applying the TRIZ Methodology," Journal of Chinese Industrial
Engineering, Vol. 24No. 2P 142-152 (2007).
[22] J. Zhang, K. H. Chai and K. C. Tan, "40 inventive principles with
applications in service operations management," The TRIZ Journal,
December, (2003).
[23] J. Zhang, K. H. Chai and K.C. Tan, "Applying TRIZ to service conceptual
design: an exploratory study," Creativity and Innovation Management,
14, 34-42, (2005).
@article{"International Journal of Business, Human and Social Sciences:63836", author = "Chuang-Chun Chiou and Chien-Ju Liu and Jenteng Tsai", title = "Integrating PZB Model and TRIZ for Service Innovation of Tele-Healthcare", abstract = "Due to the rise of aging population, effective utilization
of healthcare resources has become an important issue. With the
advance of ICT technology, the application of tele-healthcare service
has received more attention than ever. The main purpose of this
research is to investigate how to conduct innovative design for
tele-healthcare service based on user-s perspectives. First, the
healthcare service blueprint was used to describe the processes
of tele-healthcare service delivery, and then construct PZB service
quality gap model based on the literature and practitioners-
interviews. Next, TRIZ theory is applied to implement service
innovation. We found the proposed service innovation procedures can
effectively improve the quality of service design.", keywords = "Tele-homecare, Service blueprint, TRIZ, PZB model", volume = "6", number = "4", pages = "691-6", }
