Department of Service Design Engineering, Sungshin Women's University, Seoul, Republic of Korea.
Graduate School of Technology and Innovation Management, Hanyang University, Seoul, Republic of Korea.
JMIR Mhealth Uhealth. 2019 Feb 8;7(2):e12425. doi: 10.2196/12425.
Smart homes are considered effective solutions for home health care for the elderly, as smart home technologies can reduce care costs and improve elderly residents' independence. To develop a greater understanding of smart homes for health care services (SHHSs), this study accentuated the necessity of ecological approaches with an emphasis on environmental constraints. This study was based on 2 rationales: (1) users are inclined to perceive the service quality and service experience from environments (ie, servicescape) owing to the intangibility of health care and the pervasiveness of smart home technologies, and (2) both service domains are complex adaptive systems in which diversified and undefined service experiences-not only a few intended service flows-can be generated by complex combinations of servicescape elements.
This study proposed the conceptual framework of a Smart Servicescape Wheel (SSW) as an ecological approach delineating the extensive spectrum of environmental constraints in SHHSs.
The SSW framework was established based on a literature review.
Generally divided by perceptible and imperceptible servicescapes, the SSW consists of the perceptible Physical scape (ie, hardware components, environmental cues, and human states) and Social scape (ie, service relationships and social relationships) as well as the imperceptible Datascape (ie, computing intelligence, databases, and communication networks). Following the ecological approach, each category of the SSW is subdivided and defined at the level of components or functions.
The SSW's strengths lie in the various application opportunities for SHHSs. In terms of service planning and development, the SSW can be utilized to (1) establish the requirements for SHHS development, (2) associate with work domain analysis by defining component layers, and (3) understand the real contexts of SHHSs for the enhanced prediction of diverse service experiences. Regarding service management, it can be applied to develop measurement items for the operation and evaluation of SHHSs.
智能家居被认为是老年人家庭医疗保健的有效解决方案，因为智能家居技术可以降低护理成本并提高老年居民的独立性。为了更深入地了解医疗保健服务的智能家居（SHHS），本研究强调了生态方法的必要性，并强调了环境约束。本研究基于以下两个理由：（1）由于医疗保健的无形性和智能家居技术的普及，用户倾向于从环境（即服务环境）感知服务质量和服务体验；（2）服务领域都是复杂适应系统，在这些系统中，多样化和未定义的服务体验不仅可以通过服务环境要素的复杂组合产生几个预期的服务流程。
本研究提出了智能服务环境轮（SSW）的概念框架，作为一种生态方法，描述了 SHHS 中广泛的环境约束。
SSW 框架是基于文献综述建立的。
SSW 通常分为可感知和不可感知的服务环境，由可感知的物理环境（即硬件组件、环境线索和人的状态）和社会环境（即服务关系和社会关系）以及不可感知的数据环境（即计算智能、数据库和通信网络）组成。按照生态方法，SSW 的每个类别都在组件或功能级别进行细分和定义。
SSW 的优势在于 SHHS 的各种应用机会。在服务规划和开发方面，SSW 可用于（1）建立 SHHS 开发的要求，（2）通过定义组件层与工作域分析相关联，以及（3）了解 SHHS 的实际情况，以增强对各种服务体验的预测。在服务管理方面，它可以用于开发 SHHS 运营和评估的度量项目。
