摘要
为构建以客户感性感知为导向的服务设计方法,准确把握客户感性需求,提高客户满意度和忠诚度,本文将感性工学方法应用于服务设计,提出Kano模型辅助的感性工学综合框架。该框架通过合成语义空间和属性空间,建立关系模型分析客户感知与服务要素之间的关系,从而确定服务属性的改进优先级策略,并为开发特定感性感知的服务提供参考。以国内航空公司机上服务为案例,验证了该框架的有效性和可行性。为服务设计方法提供新思路,同时拓展了感性工学方法的应用领域。
The paper aims to construct a customer-perceived service design, accurately grasp the emotional needs of customers and transform them into service attribute design, so as to improve customer satisfaction and loyalty. The kansei engineering method has been applied to service design, and the Kano model-assisted comprehensive engineering framework is proposed. The paper proposes to synthesize semantic space and attribute space, establish a relationship model to analyze the relationship between customer experience and service elements to determine the service priority attribute improvement strategy, and provide reference for the development of specific perceptual perception services. The effectiveness and feasibility of the framework are verified by the case of on-board service of domestic airlines. It aims to provide new ideas for service design methods and developing high-quality services, while expanding the application areas of perceptual engineering methods.
作者
蔡敏
王倩倩
CAI Min;WANG Qianqian(Hangzhou Dianzi University,310018Hangzhou)
出处
《设计艺术研究》
2019年第6期60-67,共8页
Design Research
基金
国家自然科学基金重点项目（71831006）
关键词
服务设计
感性工学
KANO模型
感性需求
service design
Kansei Engineering
Kano Model
partial least squares
