东北大学学报（自然科学版）

东北大学学报(自然科学版) ›› 2011, Vol. 32 ›› Issue (9): 1360-1363.DOI: -

• 论著 • 上一篇    下一篇

基于感性工学的服务场景设计方法

赵晓煜;曹忠鹏;张昊;   

  1. 东北大学工商管理学院;
  • 收稿日期:2013-06-19 修回日期:2013-06-19 发布日期:2013-04-04
  • 通讯作者: -
  • 作者简介:-
  • 基金资助:
    国家自然科学基金资助项目(71072121);;

Method for designing servicescape based on kansei engineering

Zhao, Xiao-Yu (1); Cao, Zhong-Peng (1); Zhang, Hao (1)   

  1. (1) School of Business Administration, Northeastern University, Shenyang 110819, China
  • Received:2013-06-19 Revised:2013-06-19 Published:2013-04-04
  • Contact: Zhao, X.-Y.
  • About author:-
  • Supported by:
    -

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摘要： 服务场景是服务产品的重要组成部分,对顾客的消费体验有显著的影响.提出了一种基于感性工学的服务场景设计方法,利用该方法可以获得消费者的感性需求与服务场景设计要素之间的关系、探索最佳的服务场景设计要素组合.以服务管理中的等候场景设计为例,探讨了等候场景的感性词汇空间和场景设计空间的建立、基于感性词汇的场景样本评价、感性词汇与场景设计要素关系的分析等关于等候场景设计的具体问题,证实了所提出方法的合理性和有效性.

关键词: 服务场景, 体验, 感性工学, 感性词汇, 等候场景

Abstract: Servicescape is an important component of service offerings and has a significant impact on the customers' shopping experiences. A method for designing servicescape based on kansei engineering is presented to acquire the relationship between customers' affective needs and design elements of servicescape, then the best combination of different design elements can be obtained. The design of waiting scenarios is used as an example. Some important issues, such as formulating affective words space and design elements space, evaluation of waiting scenario samples based on affective words, exploring the relationship between affective words and design elements, are discussed. The reasonableness and effectiveness of the proposed method are verified through the example.

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