摘要
新型冠状病毒感染深刻地改变了人们的生活方式和消费习惯,激发出的无接触服务需求给各行各业带来了新的变化。为探索新的变化,基于触点理论,充分考虑无接触服务出现的条件和背景,从触点的数量和形式两个维度出发,通过案例分析对后疫情时代的无接触服务进行研究。结果发现,无接触服务变化的主要原因是用户需求的转变和数字经济的发展。重新定义无接触服务并从不同的视角阐述其分类,进而概括出无接触服务的三个基本特征:安全系数更高、服务体验更稳定、标准化程度更高。该研究可为后疫情时代下无接触服务的发展提供一定的理论参考。
The COVID-19 pandemic has profoundly changed people's lifestyles and consumption habits,and the demand for contactless services stimulated by the pandemic has brought new changes to all walks of life.In order to explore new changes,contactless services in the post-pandemic era are studied.Based on the theory of touchpoints,the conditions and background of the emergence of no-touch services are fully considered,and the changes in no-touch services are analyzed through the case study method,starting from the two dimensions of the number and form of touchpoints.The exploration concludes that the changes are mainly due to two aspects,namely,the transformation of user needs and the development of the digital economy.Contactless services are redefined and their classification is elaborated from different perspectives,and then three basic characteristics of contactless services are outlined:higher safety,more stable service experience,and higher standardization.The research can provide certain theoretical references for the development of contactless services in the post epidemic era.
作者
汪颖
黄媛媛
沈莎莎
张振华
WANG Ying;HUANG Yuanyuan;SHEN Shasha;ZHANG Zhenhua(School of Art and Design,Zhejiang Sci-Tech University,Hangzhou 310018,China;College of Landscape Architecture and Art,Fujian Agriculture and Forestry University,Fuzhou 350002,China)
出处
《浙江理工大学学报(社会科学版)》
2024年第6期721-729,共9页
Journal of Zhejiang Sci-Tech University:Social Sciences
基金
国家社会科学基金项目(20BRK025)
浙江理工大学基本科研业务费立德树人专项课题(22086138-Y)。
关键词
无接触服务
触点
服务设计
用户研究
后疫情时代
contactless service
touchpoint
service design
user study
post-pandemic era