游艇服务体验研究

Research of Yacht Tourism Service Experience

通过混合研究方法调查国内游艇旅游业现状和趋势、消费者需求和期望以及游艇会服务流程。运用服务设计研究工具对数据进行整理分析,基于分析数据展望游艇旅游服务模式创新。目前,国内游艇旅游服务可分为商务接待、休闲出游和主题活动等三大核心需求场景。各场景下服务趋同,缺乏特色;服务质量偏低;行业缺少对数字化工具、物联网和智能化技术的应用。提出需要通过智能化和数字化加持实现产业的系统化创新,建立集成型智能化管理平台,搭建服务生态体系、助力提升服务效率和质量,从而优化游艇旅游服务体验。

The status quo and trend of the domestic yacht tourism industry,consumer demand and expectation,and the yacht service offering are investigated through mixed research methods.Service design tools are used to analyze the data and look forward to the innovation of yacht tourism service model.At present,domestic yacht tourism services can be divided into three core demand scenarios:commercial-oriented,leisure trips,and theme events.Offerings under each scheme tend to be homogenized and lacking characteristics.Intelligent technology,Internet of Things(loT)and digital tools are lowly adapted within the industry.It is proposes that there are needs to realize the systematic innovation of the industry through intelligence and digitization,and the integration management platform should be established within a service ecosystem to improve service offering efficiency and quality,so as to optimize the yacht tourism service experience.