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Propose on Sharing Accommodation Service Model through Comparison Research
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논문 기본 정보

Type
Academic journal
Author
Xie Xuanna (Dongseo University) Lee Sungpil (Dongseo University)
Journal
서비스사이언스학회 서비스 연구 Vol.11 No.3 KCI Accredited Journals
Published
2021.9
Pages
17 - 30 (14page)

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Propose on Sharing Accommodation Service Model through Comparison Research
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Abstract· Keywords

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In the context of Sharing Accommodation has become a new type of accommodation choice for customers. The purpose of this study is to improve the existing defects of Sharing Accommodation Services through insight into the pain points of customer experience, so as to improve customer satisfaction. In this study, Airbnb and Tujia were selected as the subjects for comparative study. By collecting and sorting out references, the research background of Sharing Accommodation is analyzed in depth. Research methods of Service Design, such as Customer Journey Map and Service Blueprint, are adopted to gain insight into customer needs, identify pain points and propose hypothesis of service optimization. Tools such as Kano Model and Potential Customer Satisfaction are used to test and determine three schemes for optimizing the service. Finally, the results are displayed through Service Scenario. The research results can help operators of Sharing Accommodation to identify and improve the elements of service and provide a higher quality customer experience, thus promoting the healthy development of Sharing Accommodation market.
#Service Design #Optimization #Sharing Economy #Sharing Accommodation #Satisfaction #서비스디자인 #최적화 #공유경제 #공유숙박 #잠재적 고객만족

Contents

ABSTRACT
1. Introduction
2. Fundamental Research
3. Practice of Sharing Accommodation
4. Research Result
5. Conclusion
Reference
요약

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