摘要
目的通过对服务流程中可设计服务触点进行分析和开发,为消费者提供感官、触觉和心理等多角度的体验。方法运用案例分析、实地调研和文献回顾等方法,对流程中的服务触点进行设计,有效地提高顾客的用餐体验。结论通过对服务蓝图的绘制寻找能够被设计的触点,以提升消费者的感官体验。对服务接触点进行分析,使设计师了解服务流程,使可设计的服务触点能够更加深入。在绘制服务流程图和分析服务触点时,寻找潜在的可以被开发的创新服务方向,为消费者提供差异化的体验打下了基础。
Through the service process can design service contact analysis and development,it provides the senses,such as multi angle and psychological experience for consumers.By using the method of case analysis,field research and literature review and other methods,it found that deal with service contact in the process of design,can improve the effective customer dining experience.Based on the service blueprint drawing to find contacts can be designed,to enhance consumer sensory experience.It analyzes the service contact point,so that designers can understand the process of service delivery,make the service contact can be designed to be more deeply.Looking for innovative service direction can be developed as potential in rendering service flow chart and the analysis of the service contact,can provide guarantee for the consumer to provide differentiated experience.
出处
《包装工程》
CAS
CSCD
北大核心
2016年第4期46-49,共4页
Packaging Engineering
关键词
设计
服务触点
感官体验
design
service touch point
sensory experience
