摘要
服务创新是世界园艺博览会运营过程中的重要问题，它要求主办方不断地优化服务过程，从而更好地满足游客的需求。文章从服务剧场理论的视角探索青岛世园会服务接触互动模式，通过分析会展服务理论的国内外研究现状并结合实际阐释剧场服务理论要素，对世园会的服务人员、服务对象游客、提供服务的实体环境、服务人员与游客间的人际互动等四个服务要素进行分析，尝试从服务剧场理论的视角提出世园会创新服务的新思路。
Service innovation is the World Horticultural Exposition key issues during the operation, which requires organizers, continue to optimize the process of service in order to better meet tourists＇ needs. Based on the dramaturgical theory to explore service encounter interactive mode of Qingdao International Horticultural Exposition, through the analysis of the domestic and foreign research present situation of theories about convention and exhibition services, combined with the actual to explain elements of the dramaturgical theory, analyzed four service elements for horticultural staff, visitors, physical environment which providing services, interpersonal interaction between service personnel and visitors. Trying to put forward new ideas innovation service of the World Horticultural Exposition base on dramaturgical theory.
关键词
服务剧场
服务品质
服务接触
角色扮演
人际互动
Dramaturgical Theory
Service Quality
Service Encounter
Role-play
Interpersonal Interaction
