IDEAS home Printed from https://ideas.repec.org/a/eee/techno/v143y2025ics0166497225000562.html
   My bibliography  Save this article

Emotional needs and service process optimization in combined medical and elder care: A TRIZ approach

Author

Listed:
  • Shie, An-Jin
  • Xu, En-Min
  • Wang, Yunyu
  • Yang, Ming
  • Wu, Yenchun Jim

Abstract

The development of services that combining medical and elder care (CMEC) lacks an innovative drive for and service consideration of emotional needs. In order to help in advancing continuous development in CMEC through sustained innovation, this study focuses on Kansei engineering and employs the theory of inventive problem-solving (TRIZ), emotional data–mining tools, and failure modes and effects analysis (FMEA). It outlines a three-phase process for innovative optimization of CMEC services. In Phase 1, we use a web-crawler algorithm to extract texts introducing numerous CMEC institutions listed on a large-platform in China called Chuxin Elder Care. After the preprocessing of the data, we extract emotion-related vocabulary, which represents the emotional needs of the elderly, from these texts and convert them into high-dimensional vectors using a word-to-vector (Word2Vec) algorithm. Next, we use a K-Means++ algorithm to derive emotional clusters, thereby constructing a list of core emotional vocabulary. In Phase 2, using this list, we combine service blueprints, fuzzy theory, and FMEA to locate where service failure occurs in the existing CMEC service process. In Phase 3, we map the reasons for service failure to TRIZ optimization and deterioration parameters and deduce innovation principles with a contradiction matrix. Based on these principles and core emotional needs, we propose innovative solutions to these service failures. The study reveals that the emotional needs of elderly people who receive CMEC services have not been adequately addressed. But, by employing Kansei engineering and TRIZ, the CMEC service process can be optimized effectively.

Suggested Citation

  • Shie, An-Jin & Xu, En-Min & Wang, Yunyu & Yang, Ming & Wu, Yenchun Jim, 2025. "Emotional needs and service process optimization in combined medical and elder care: A TRIZ approach," Technovation, Elsevier, vol. 143(C).
    • Handle: RePEc:eee:techno:v:143:y:2025:i:c:s0166497225000562
    DOI: 10.1016/j.technovation.2025.103224
    as

    Download full text from publisher

    File URL: http://www.sciencedirect.com/science/article/pii/S0166497225000562
    Download Restriction: Full text for ScienceDirect subscribers only
    File URL: https://libkey.io/10.1016/j.technovation.2025.103224?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    As the access to this document is restricted, you may want to

    for a different version of it.

    References listed on IDEAS

    as
    1. Karasan, Ali & Erdogan, Melike & Cinar, Melih, 2022. "Healthcare service quality evaluation: An integrated decision-making methodology and a case study," Socio-Economic Planning Sciences, Elsevier, vol. 82(PA).
    2. Ryu, Do-Hyeon & Lim, Chiehyeon & Kim, Kwang-Jae, 2020. "Development of a service blueprint for the online-to-offline integration in service," Journal of Retailing and Consumer Services, Elsevier, vol. 54(C).
    3. Li, Yanfeng & Xiang, Ting & Szeto, Wai Yuen, 2021. "Home health care routing and scheduling problem with the consideration of outpatient services," Transportation Research Part E: Logistics and Transportation Review, Elsevier, vol. 152(C).
    4. Lei, Xiaoyan & Bai, Chen & Hong, Jingpeng & Liu, Hong, 2022. "Long-term care insurance and the well-being of older adults and their families: Evidence from China," Social Science & Medicine, Elsevier, vol. 296(C).
    5. Hamid Reza Fazeli & Qingjin Peng, 2023. "Integrated approaches of BWM-QFD and FUCOM-QFD for improving weighting solution of design matrix," Journal of Intelligent Manufacturing, Springer, vol. 34(3), pages 1003-1020, March.
    6. Chaturvedi, Rijul & Verma, Sanjeev & Das, Ronnie & Dwivedi, Yogesh K., 2023. "Social companionship with artificial intelligence: Recent trends and future avenues," Technological Forecasting and Social Change, Elsevier, vol. 193(C).
    7. Meleddu, Marta & Pulina, Manuela & Scuderi, Raffaele, 2020. "Public and private healthcare services: What drives the choice?," Socio-Economic Planning Sciences, Elsevier, vol. 70(C).
    8. Silva, Maisa Mendonça & de Gusmão, Ana Paula Henriques & Poleto, Thiago & Silva, Lúcio Camara e & Costa, Ana Paula Cabral Seixas, 2014. "A multidimensional approach to information security risk management using FMEA and fuzzy theory," International Journal of Information Management, Elsevier, vol. 34(6), pages 733-740.
    9. Tinggui Chen & Lijuan Peng & Jianjun Yang & Guodong Cong, 2021. "Analysis of User Needs on Downloading Behavior of English Vocabulary APPs Based on Data Mining for Online Comments," Mathematics, MDPI, vol. 9(12), pages 1-26, June.
    10. Man Yang & Hao Wang & Jun Yao, 2022. "Relationship between Intergenerational Emotional Support and Subjective Well-Being among Elderly Migrants in China: The Mediating Role of Loneliness and Self-Esteem," IJERPH, MDPI, vol. 19(21), pages 1-10, November.
    11. Wang, Jinfeng & Zhang, Zhixin & Feng, Lijie & Lin, Kuo-Yi & Liu, Peng, 2023. "Development of technology opportunity analysis based on technology landscape by extending technology elements with BERT and TRIZ," Technological Forecasting and Social Change, Elsevier, vol. 191(C).
    12. Dhakate, Nikhil & Joshi, Rohit, 2023. "Classification of reviews of e-healthcare services to improve patient satisfaction: Insights from an emerging economy," Journal of Business Research, Elsevier, vol. 164(C).
    13. Wang, Juite & Liu, Y.-L., 2023. "Deep learning-based social media mining for user experience analysis: A case study of smart home products," Technology in Society, Elsevier, vol. 73(C).
    14. Ahmed Ibrahim Alzahrani & Hosam Al-Samarraie & Atef Eldenfria & Joana Eva Dodoo & Xue Zhou & Nasser Alalwan, 2023. "COVID-19 and people's continued trust in eHealth systems: a new perspective," Behaviour and Information Technology, Taylor & Francis Journals, vol. 42(9), pages 1294-1310, July.
    15. Shen, Zhao-Li & Su, Meng & Carpentieri, Bruno & Wen, Chun, 2022. "Shifted power-GMRES method accelerated by extrapolation for solving PageRank with multiple damping factors," Applied Mathematics and Computation, Elsevier, vol. 420(C).
    16. Ye, Yan & Zhao, Yang & Shang, Jennifer & Zhang, Liyi, 2019. "A hybrid IT framework for identifying high-quality physicians using big data analytics," International Journal of Information Management, Elsevier, vol. 47(C), pages 65-75.
    17. Ahmed Abbasi & Jingjing Li & Donald Adjeroh & Marie Abate & Wanhong Zheng, 2019. "Don’t Mention It? Analyzing User-Generated Content Signals for Early Adverse Event Warnings," Information Systems Research, INFORMS, vol. 30(3), pages 1007-1028, September.
    18. An-Jin Shie & En-Min Xu & Zhen-Zhen Ye & Qing-Feng Meng & Yenchun Jim Wu, 2024. "Sustainable Innovative Design of Elderly-Friendly Smart Medical Products: An Integrated Model," Sustainability, MDPI, vol. 16(17), pages 1-33, September.
    19. Scholz, Michael & Pfeiffer, Jella & Rothlauf, Franz, 2017. "Using PageRank for non-personalized default rankings in dynamic markets," European Journal of Operational Research, Elsevier, vol. 260(1), pages 388-401.
    20. Li, He & Guedes Soares, C, 2022. "Assessment of failure rates and reliability of floating offshore wind turbines," Reliability Engineering and System Safety, Elsevier, vol. 228(C).
    21. Skovgaard, Anna Louise & Jørgensen, Marianne Johansson & Tjørnhøj-Thomsen, Tine & Høybye, Mette Terp, 2022. "Discharge readiness as an infrastructure: Negotiating the transfer of care for elderly patients in medical wards," Social Science & Medicine, Elsevier, vol. 312(C).
    Full references (including those not matched with items on IDEAS)

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Choe, Do-Eun & Ramezani, Mahyar, 2025. "Fragility estimation for performance-based structural design of floating offshore wind turbine components," Reliability Engineering and System Safety, Elsevier, vol. 253(C).
    2. Baillette, Paméla & Barlette, Yves & Leclercq-Vandelannoitte, Aurélie, 2018. "Bring your own device in organizations: Extending the reversed IT adoption logic to security paradoxes for CEOs and end users," International Journal of Information Management, Elsevier, vol. 43(C), pages 76-84.
    3. Chen, Zhen-Yu & Fan, Zhi-Ping & Sun, Minghe, 2021. "Tensorial graph learning for link prediction in generalized heterogeneous networks," European Journal of Operational Research, Elsevier, vol. 290(1), pages 219-234.
    4. Miao Guo & Yang Li & Minghao Wu & Terence C. Cheng, 2024. "Services and Cash: How Long-term Care Insurance Benefit Design Affects Household Behavior in China," Papers 2024-13, Centre for Health Economics, Monash University.
    5. Madjid Tavana & Shahryar Sorooshian & Hassan Mina, 2024. "An integrated group fuzzy inference and best–worst method for supplier selection in intelligent circular supply chains," Annals of Operations Research, Springer, vol. 342(1), pages 803-844, November.
    6. Wei Chen & Yixin Lu & Liangfei Qiu & Subodha Kumar, 2021. "Designing Personalized Treatment Plans for Breast Cancer," Information Systems Research, INFORMS, vol. 32(3), pages 932-949, September.
    7. Zhao Wang & Cuiqing Jiang & Huimin Zhao, 2022. "Know Where to Invest: Platform Risk Evaluation in Online Lending," Information Systems Research, INFORMS, vol. 33(3), pages 765-783, September.
    8. Esmaeil Akhondi-Bajegani & F. Jolai & S. Ali Torabi, 2024. "A new mathematical model for designing and improving the performance of a home health care logistics network," Annals of Operations Research, Springer, vol. 340(2), pages 1189-1220, September.
    9. Ma, Guanhua & Ma, Junhua & Li, Hao & Wang, Yiming & Wang, Zhaohua & Zhang, Bin, 2022. "Customer behavior in purchasing energy-saving products: Big data analytics from online reviews of e-commerce," Energy Policy, Elsevier, vol. 165(C).
    10. Bisceglia, Michele & Padilla, Jorge & Piccolo, Salvatore & Sääskilahti, Pekka, 2023. "On the bright side of market concentration in a mixed-oligopoly healthcare industry," Journal of Health Economics, Elsevier, vol. 90(C).
    11. Nasir, Jamal Abdul & Kuo, Yong-Hong, 2024. "Stochastic home care transportation with dynamically prioritized patients: An integrated facility location, fleet sizing, and routing approach," Transportation Research Part B: Methodological, Elsevier, vol. 184(C).
    12. Anshul Ujlayan & Sanjay Bhattacharya & Sonakshi, 2023. "A Machine Learning-Based AI Framework to Optimize the Recruitment Screening Process," International Journal of Global Business and Competitiveness, Springer, vol. 18(1), pages 38-53, December.
    13. Su, Chenxin & Li, Bo & Zhang, Wei & Tian, Wei & Liao, Wenhe, 2025. "An analysis and reliability-based optimization design method of trajectory accuracy for industrial robots considering parametric uncertainties," Reliability Engineering and System Safety, Elsevier, vol. 254(PB).
    14. Zhang, Chunfeng & Lei, Xiaoyan, 2025. "Home or institution: A comparative analysis of elderly care efficacy in China," Journal of Asian Economics, Elsevier, vol. 98(C).
    15. Xiaohong Chen & Hui Wang & Xihua Li, 2024. "Doctor recommendation under probabilistic linguistic environment considering patient’s risk preference," Annals of Operations Research, Springer, vol. 341(1), pages 555-581, October.
    16. Jalel Euchi & Malek Masmoudi & Patrick Siarry, 2022. "Home health care routing and scheduling problems: a literature review," 4OR, Springer, vol. 20(3), pages 351-389, September.
    17. Shanshan Jia, 2023. "The evolutionary game analysis of the decision-making behavior of live streaming stakeholders under the value co-creation," PLOS ONE, Public Library of Science, vol. 18(9), pages 1-26, September.
    18. Zhang, Cai Wen & Yang, Yuanhui, 2023. "Appraisal of regional hospital efficiency and healthcare quality in China: Impacts of subsidies and marketization," Socio-Economic Planning Sciences, Elsevier, vol. 89(C).
    19. Shao, Zhanqiang & Chen, Chen, 2024. "Impact of long-term care insurance on the financial asset allocation of middle-aged and elderly households: Evidence from China," International Review of Financial Analysis, Elsevier, vol. 95(PC).
    20. Han, Fucheng & Wang, Wenhua & Zheng, Xiao-Wei & Han, Xu & Shi, Wei & Li, Xin, 2025. "Investigation of essential parameters for the design of offshore wind turbine based on structural reliability," Reliability Engineering and System Safety, Elsevier, vol. 254(PA).

    More about this item

    Keywords

    ;
    ;
    ;
    ;
    ;
    ;

    Statistics

    Access and download statistics

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:eee:techno:v:143:y:2025:i:c:s0166497225000562. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Catherine Liu (email available below). General contact details of provider: http://www.sciencedirect.com/science/journal/01664972 .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.