新冠疫情背景下的社区宠物服务需求研究

A Study on Community Pet Care Service Needs Amid COVID-19 Pandemic

目的为了针对性地解决疫情期间宠物照养问题,本文将对疫情背景下的社区宠物服务需求及其优先级进行研究,为相应服务设计提供依据。方法首先通过深度访谈法探索挖掘疫情背景下宠物服务需求,然后通过问卷调查法验证需求的合理性并明确优先级。结果(1)在疫情严控期间,紧急需求型的用户对于应急宠物救助的效率方面的需求很高,同时用户对于救助体系的安全性与可靠性也有比较高的需求;(2)在疫情常态化时,日常需求型的用户对于社区宠物服务更多转变为日常需求,对于宠物情感方面的抚慰更为关注,并且对于服务的品质有一定要求。结论社区宠物服务机构可以从紧急救助效率、体系的安全可靠性、服务的品质以及情感需求方面着手进行触点设计,并针对不同疫情防控场景,通过增减服务种类来灵活变通,使整体服务系统的普适性更强。

Objective In order to address the issue of pet care during the covid-19 pandemic,this paper explores the needs and priorities of community pet services in the context of the epidemic and provides a basis for the design of corresponding services.Methods The needs for pet care service in the context of the epidemic were firstly explored through in-depth interviews.Then rationality of the needs was verified and prioritized through questionnaires.Results(1)During the period of strict control of the epidemic,users with urgent needs have a high demand for an efficient pet rescue system,as well as the safety and reliability of the system;(2)When the anti-epidemic is normalized,users'regular demands for community pet services have been shifted to daily needs and they are more concerned about the emotional comfort of their pets and the quality of the service.Conclusion The touch-points for community pet services can be designed in terms of emergency rescue efficiency,safety and reliability of the system,quality of service and emotional needs.Additionally,it can be flexibly adapted to different epidemic prevention and control scenarios by adding or subtracting service types to make the service system more universally applicable.