基于服务接触理论的社区团购服务系统设计研究

Design of Community Group-buying Service System Based on Service EncounterTheory

目的 将服务接触理论应用在社区团购服务中,分析社区团购中的服务接触,准确获取用户需求,改善用户体验,并提出服务系统改进设计方案。方法 首先,对社区团购中各要素之间的服务接触进行梳理,结合用户行为分析得出服务接触点,运用问卷调查法对服务接触点进行用户满意度评价,筛选出服务缺口,即评价值较低的服务接触点,以此挖掘出用户需求,并建立其与系统功能之间的有效映射关系,得到社区团购服务系统功能指标;其次,通过建立用户对系统功能指标满意度的SEM模型,确定各功能指标对用户满意度的影响权重大小,以指导设计。结论 完成了社区团购服务蓝图的构建及其相关配套设施的创新设计。该理论方法与实践路径能帮助获取用户多元化需求,把握社区团购服务系统设计重点,为其他同类型服务设计提供理论与实践参考。

The work aims to analyze the service encounter in community group-buying service by applying the service encounter theory involved,so as to capture user requirements accurately,improve user experience and propose a design scheme for service system improvements.First of all,the service encounter between various elements in community group-buying was analyzed.The service contact points were obtained by analyzing user behaviors.The user satisfaction of service contact points was evaluated through questionnaire survey and the service gaps,namely,service contact points with low evaluation value,were screened out.In this way,user requirements were explored,and the effective mapping relationships between user requirements and system functions were established to obtain functional indicators of commu-nity group-buying service systems.Then,by establishing a structural equation model(SEM)on community group-buying satisfaction,the influence weight size of each functional indicator on user satisfaction was determined to guide the design of the community group buying-service system.It completes the construction of the community group-buying service system and the innovative design of its related supporting facilities.The theoretical approach and the practical path can help to obtain the diversified needs of users,and grasp the focus of community group buying service,providing theoretical and practical reference for other similar service design.