Trust Dynamics in the Value Creation Processes of Nursing-Care Services:
Trust Dynamics in the Value Creation Processes of Nursing-Care Services:
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护理服务价值创造过程中的信任动态：
DOI：
10.11207/taaos.10.1_117
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发表时间：
2021
期刊：
影响因子：
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通讯作者：
田原慎介
中科院分区：
文献类型：
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作者：
李 在鎬;ステファン ハイム;垣谷 幸介;塩地 洋;田原慎介
本文的目的是考虑如何护理工作者与用户互动，创造价值的护理服务的信任动态。提高护理工作者向用户提供的服务质量是一个管理问题。服务管理部门指出，通过服务提供者和用户之间的互动，服务的价值得到提高。如果强调这一讨论，护理服务将是重要的，让用户参与服务的实施过程。在这项研究中，我使用视频来观察护理工作者如何为居住在护理设施中的用户提供服务。有六个案子。在这些案例中，我定性地比较和分析了护理工作者如何丰富的护理经验和不丰富的用户。我分析了护理人员和用户的行为、对话和面部表情。护理经验丰富的护理人员对用户的支持很少，但他们愿意自己移动。这可能是建立信任的结果。另一方面，缺乏护理经验的护理工作者过度参与使用者，使用者疲惫不堪。这种参与可能不会创造服务价值。
The purpose of this paper is to consider how nursing-care workers interact with users to create value for nursing-care services in terms of trust dynamics. Improving the quality of their services provided by nursing-care workers to users is a management issue. Service management notes that the value of the services improves through the interaction between service providers and users. If this discussion is emphasized, it will be important for nursing-care services to involve users in the service implementation processes. In this study, I used videos to observe how nursing-care workers who provide services to users who live in nursing care facility. There are six cases. In these cases, I qualitatively compared and analyzed how nursing-care workers with abundant care experiences and not abundant to users. I analyzed the behaviors, conversations and facial expressions of nursing-care workers and users. Nursing-care workers with abundant care experiences had little support for users, but they were willing to move on their own. This can be as a result of building trust. On the other hand, nursing-care workers who had little experience in nursing-care were excessively involved with their users, and the users were exhausted. This type of involvement may not create service value.