| 基于顾客体验的新服务开发与设计 |
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| 引用本文： | 蒋侃.基于顾客体验的新服务开发与设计[J].科技管理研究,2010,30(14). |
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| 作者姓名： | 蒋侃 |
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| 作者单位： | 广西大学计算机与电子信息学院,广西南宁,530004 |
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| 基金项目： | 国家社会科学基金资助项目，教育部人文社会科学研究一般项目，广西大学博士科研启动项目 |
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| 摘 要： | 基于体验的服务能够使顾客感受到积极的、独特的和持久的心理满足,新服务设计包括了顾客体验、顾客之间的互动、可视化互动界面、前台员工活动、服务场景、服务作业过程、后台员工活动、IT系统支持过程和内部交互界面等九个要素,在此基础上提出新服务设计过程模型,通过体验识别、体验设计、体验测试和体验交付等环节实现顾客体验和服务创新战略的融合.
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| 关 键 词： | 新服务设计 体验 结构过程模型 体验识别 |
New Service Development and Design Based on Customers' Experience |
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| JIANG Kan.New Service Development and Design Based on Customers'' Experience[J].Science and Technology Management Research,2010,30(14). |
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| Authors: | JIANG Kan |
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| Institution: | JIANG Kan (School of Computer,Electronics & Information,Guangxi University,Nanning 530004,Guangxi) |
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| Abstract: | New service design (NSD) has emerged as an important research topic in service innovation and service marketing.NSD for experience enables customers get positive,unique and memorable experience and internal satisfaction.The concept of experience leads to the identification of service design.This paper presents framework of service design which includes nine elements.The paper presents finally a process model of service design which can realize the integration of customer experience and service innovation st... |
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| Keywords: | new service design experience structured process model experience identify |
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