摘要
目的利用系统思维来指导服务设计,深化服务设计中的动态思维,从全局的视角来发掘和分析服务系统中的非线性反馈关系,提出基于系统动力学的服务设计优化流程和研究框架,并基于此流程及研究框架归纳改进策略。方法通过传统的服务设计方法对用户行为进行定性研究,并从中提取关键接触点,借助服务质量中的服务差距模型概念,建立基于系统动力学方法的反馈结构模型和动力学模型,并通过问卷调研进行数据采集和统计学处理,最终进行模拟仿真分析,归纳出优化用户满意度的服务改进策略,并进行假设性预测。结果以应用实践进行可行性例证,将所提出的服务设计优化方法与网络新热点——“网红现制茶饮”的服务系统相结合,提出减缓服务期望的满意度增长速率及增速服务感知满意度两方面策略,并加以验证。结论从方法论层面对服务设计进行了有益探索,提出了基于系统动力学的创新服务设计优化方法,以期扩展服务设计的研究思路。
The work aims to use systematic thinking to guide service design,deepen the dynamic thinking of service design.The method of system dynamics is used to explore and analyze the system of nonlinear feedback relationship from the global perspective,put forward the design optimization process and service based on system dynamics research framework,and put forward improvement strategy based on this process and research framework.The key points of contact are extracted by traditional design method of service design,in order to establish the feedback structure model,based on what system dynamics method and dynamic model for quantitative research are established with the help of the concept of service gap model in service quality,survey data was collected through the questionnaire,after the preliminary statistics processing and simulation analysis,the optimizing service improvement strategy of user satisfaction and hypothetical projections comes up.Taking the feasibility example of application practice,this paper combines the proposed service design optimization method with the service system of“web-celebrity tea making”,a new hotspot of the network,and puts forward and verify two strategies to slow down the expected growth rate of service satisfaction and to speed up the growth rate of service perceived satisfaction.The work explores the service design from the perspective of methodology,and puts forward an innovative method based on system dynamics in order to expand the research ideas of service design.
作者
张家祺
叶梦舟
张翀
ZHANG Jia-qi;YE Meng-zhou;ZHANG Chong(Hebei University of Technology,Tianjin 300401,China;Beijing Jiaotong University,Beijing 100044,China)
出处
《包装工程》
CAS
北大核心
2021年第24期181-190,197,共11页
Packaging Engineering
关键词
服务设计
系统动力学
服务接触理论
服务质量
满意度优化
service design
system dynamics
service encounter theory
service quality
satisfaction optimization
