메뉴 건너뛰기
Library Notice
Institutional Access
If you certify, you can access the articles for free.
Check out your institutions.
ex)Hankuk University, Nuri Motors
Log in Register Help KOR
Subject
Humanities
General Humanities History Philosophy Religious Studies Linguistics and Literature Other Humanities
Social science
General Social Science Business Management Tourism Education Military Science Library and Information Science Law Sociology Journalism and Media Studies Psychological Science Political Science and Diplomacy Geography Public Administration Economics International Trade Anthropology Other Social Science
Natural science
General Natural Science Physics Biology Life Sciences Mathematics/Statistics Astronomy Earth Science Chemistry Other Natural Science
Engineering
General Engineering Architectural Engineering Mechanical Engineering Industrial Engineering Material/Energy Engineering Electrical and Electronic Engineering Marine and Ocean Engineering Chemical Engineering Computer Science Other Engineering
Medical science
General Medical Science Nursing Science Veterinary Pharmacy Traditional Korean Medicine Basic Medicine Clinical Medicine Other Medicine
Agriculture and Fishery
General Agriculture and Fishery Agriculture Fishery Science Food Science Forestry Animal Husbandry Marine Transportation Studies Other Agriculture and Fishery
Art and Kinesiology
General Arts Design Fine Arts Cosmetology Photography Music Fashion Kinesiology Performing Media Arts Other Arts and Kinesiology
Interdisciplinary Studies
Interdisciplinary Research Science and Technology Studies Brain and Cognitive Science Technology Policy Other Interdisciplinary Studies

KOR

Study on the 7-step Guideline of Customer Activity-Driven Service Design Method based on the Correlation of Experience and Expectation
Recommendations
Search

경험과 기대의 상관관계에 기반한 고객 행동 중심(Customer Activity-Driven) 서비스디자인 방법 7단계 가이드라인

논문 기본 정보

Type
Academic journal
Author
Kim Eok (한국공학대학교)
Journal
한국인더스트리얼디자인학회 산업디자인학연구 산업디자인학연구 제17권 제2호 KCI Accredited Journals
Published
2023.6
Pages
59 - 73 (15page)

Usage

cover
Study on the 7-step Guideline of Customer Activity-Driven Service Design Method based on the Correlation of Experience and Expectation
Ask AI
Recommendations
Search

Research history (2)

2023

Study on the 7-step Guideline of Customer Activity-Driven Service Design Method based on the Correlation of Experience and Expectation
Kim Eok 산업디자인학연구 2023.06 Academic journal

2019

Study on the Method of Customer Activity-Driven Service Design
Kim ,  Eok KSDS Conference Proceeding 2019.11 Proceeding
  • Are you curious about the follow-up research of this article?
  • You can check more advanced research results through related academic papers or academic presentations.
  • Check the research history of this article

Abstract· Keywords

Report Errors
Background The need for service design is increasing, but the main methods of service design, such as customer journey map, are focused only on experience and do not consider expectations that act as a relative standard. Therefore, guidelines for new service design methods are suggested. Methods A customer activity analysis framework as a system that divides activity units and connects activity expectations and experience units, and conducts observations, interviews, and surveys of customers using self-checkout to improve their activity expectation and experience. A factor analysis of expectations was performed. In addition, by applying the TAM theory to see how much each factor affects customer satisfaction, the moderating effect of parameters and the matter of satisfaction were analyzed, and it was identified that the expectations and experience factors of customer activity affect the quality of service design. Results The possibility of a new design method that reflects the gap with the activity experience was explored by dividing the units of customer activity, approaching the experience factors from a momentary and sequential perspective, and classifying the customer’s expectation factors from a rational and emotional perspective. The basic guidelines for activity design identify the basic units and attributes of activity, identify experiences, expectations, and types of gaps, and then combine service functions and new settings for value innovation of activity, from momentary and sequential perspectives. It is to present ideas to derive new behavioral designs from. Conclusion A guideline for a new service design method was proposed to redefine the role of customer expectations and resolve the discrepancies with customer experience in terms of customer activity. However, since it is difficult to measure expectations objectively, a supplementary study on a more detailed measurement method that considers the correlation between expected value and experience value according to the type of customer should be conducted in the future.
#서비스디자인 #고객 행동 #기대 #경험 #방법 #가이드라인 #Service Design #Customer Activity #Expectation #Experience #Method #Guideline

Contents

No content found

References (0)

Add References
If the reference is being serviced by DBpia, please register through [Add Reference]

Recommendations

It is an article recommended by DBpia according to the article similarity. Check out the related articles!

Related Authors

Comments(0)

0

Write first comments.