||The Legal Foundation crosses into medical treatment service industry gradually in recent years, even become to be the situation that the bigger the stronger and forming the trend of medical-network. However, the medical treatment resource close to saturation, and the National Health Insurance Bureau’s (NHIB) finance gradually are tightened, the medical treatment service industry faces a high competition, those tough situations force manager ‘s contingency ability, manage mechanism, execution and strategy performance. One way that encouraged citizens’ cure will is doing serving innovation for the hospitals and clinics.|
This study discusses critical success factors in medical-network Service Innovation System, we adopted case study and chosen one of medical-network which is reputed by it good management to analyze.
Through conducing depth interview with executive, top managers and Chinese medicine industry expert, we used Rob Bilderbeek and Pim Den Hertog’s Service Innovation System as this study’s foundation, then used Grounded Theory (GT) to carry on data analysis; besides, we also reviewed related substantial evidence and theories to look for a key factor and element which affect the Critical Success Factors in medical-network Service Innovation System.
From our study, we found the Critical Success Factors in medical-network Service Innovation System is: For the construction surface of “ New service concept” is to establish the membership, build the innate brand commodity, multiple serves and enterprise management pattern. For the construction surface of “the new service concept” is customer relationship management, commercial promotion. For the construction surface of “the new service transmission system” is to improve the hardware system, customer participation and using the social group website. For the construction surface of “the new technical option” is using medical auxiliary apparatus and building POS system. We hope above findings could provide reference related to the medical chain system service innovation for the future research.