【作者】 王斌；

【导师】 宁芳；

【作者基本信息】 中国矿业大学 ， 设计艺术学， 2018， 硕士

【摘要】 随着服务经济的蓬勃发展和人们物质、精神生活的极大丰富,消费者已经不在满足于传统功能性的需求,越来越多追求享受型的服务,相对于具有简单功能的物质产品,他们更期待使用产品和服务的过程为自己带来美好而难忘的体验。因此,良好的服务体验成为吸引消费者注意、提高企业市场竞争力的可靠手段和重要方式。在戏剧学中,戏剧冲突理论的使用能够丰富故事的剧情,促进观众产生强烈的情感体验,让观众留下对戏剧的深刻印象。戏剧与服务具有一定的相似性,因此将戏剧冲突理论借鉴到服务设计中,以创造良好的服务体验,提高服务的用户满意度。本文以服务设计和戏剧冲突理论为研究基础,首先对戏剧冲突理论进行了提取和梳理,并将服务体验与戏剧进行了关联性的研究,证实了戏剧理论引用到服务设计中的可行性;然后借鉴戏剧冲突理论提出一个新的服务设计概念——戏剧性服务体验,并对其进行概念界定;接着,通过用户调研和定性分析相结合的方式归纳了戏剧性服务体验的影响因素,并对这些影响因素进行回归分析和意义阐释;最终在戏剧冲突内在构成模式的基础上,提出了戏剧性服务体验的整体作用机制模型;并以深圳机场服务为例,进一步证实戏剧性服务体验整体作用机制模型的正确性。本文的研究成果主要是拓展了服务设计的概念和阐明了戏剧性服务体验的作用机制原理,能够帮助设计师从新的角度去探索并创造更好的服务体验。戏剧性服务体验的整体作用机制模型不仅是一种新的创造良好服务体验的设计方法,同时也是分析服务系统的新工具,能够帮助设计师从新的视角和更深的层次去分析服务体验,找出其中的不足之处,提出具体的优化方案,最终达到提升用户满意度的最终目的。更多还原

【Abstract】 With the booming development of the service economy and the tremendous abundance of people’s material and spiritual lives,consumers are no longer satisfied with the needs of traditional functionalities,and pay more attention on the enjoyable services.Compared with the physical products with simple functions,they are more looking forward to using their products and services to provide them with a beautiful and unforgettable experience.Therefore,a good service experience has become a reliable means and an important way to attract consumers’ attention and improve their market competitiveness.In the drama science,the use of drama conflict theory can enrich the story of the story,promote the audience to produce a strong emotional experience,and allow the audience to leave a deep impression on the drama.Drama and service have certain similarities.Therefore,the theatrical conflict theory is used as a reference in service design to create a good service experience and improve service user satisfaction.Based on the research of service design and dramatic conflict theory,this paper firstly combs and extracts the theories of drama conflict,and studies the relevance of service and drama,which verifies the feasibility of the theoretic reference to the service.Then the paper draws on drama conflict theory to propose a new concept of service design-dramatic service experience,and defines it conceptually.Then,through the combination of user survey and user interview,the influencing factors of drama service experience are summarized,and the regression analysis and meaning interpretation of these influencing factors are performed.Finally,on the basis of the internal constitutional model of drama conflict,the overall action mechanism model of dramatic service experience is proposed.Taking the Shenzhen airport service as an example,we further confirmed the correctness of the overall operational mechanism model of the dramatic service experience.The research results of this article are mainly to expand the concept of service design and clarify the principle mechanism of the dramatic service experience,which can help designers to explore and create a better service experience from a new perspective.The holistic action mechanism model of dramatic service experience is not only a new design method for creating a good service experience,but also a new tool for the analysis service system.It can help designers analyze the service experience from a new perspective and a deeper level to find out which the deficiencies,put forward specific optimization programs,and ultimately achieve the ultimate goal of improving user satisfaction.更多还原