标题:
文创旅店之服务体验设计模式探讨Service Experience Design Model Research for HOTELDAY+ Group
作者:
陈俊良, 林荣泰, 金一歌
关键字:
服务体验设计, 感质体验, 感质, 体验营销Service Experience Design, Qualia Experience, Qualia, Experience Marketing
期刊名称:
《Service Science and Management》, Vol.4 No.4B, 2015-07-17
摘要:
本研究之研究目的为建构新型态文创旅店感质服务体验设计模型，探讨新型态文创旅店如何创造感质服务体验；本研究选取台湾最大文创设计旅店连锁品牌承亿文旅集团进行质性的个案研究。研究结果发现融合感质元素服务体验设计的文创旅店系透过生活主张与风格的传递、风格主题的服务体验设计与形式、商品之设计质感与陈设、体验活动与艺术创作活动参与、建物与场域空间之设计与美感、服务人员的特质与互动等六个构面创造感质的服务体验。The objective of this research is to
construct a qualia service experience design model for new-style culture
creative hotels and to explore how new-style culture creative hotels can
establish the qualia service experience. This research has chosen the HOTELDAY+
Group—the biggest cultural creative design hotel chain store in Taiwan to
conduct the qualitative case study. The research findings show that cultural
creative design hotels with the fusion of the qualia-element service experience
design can establish the qualia service experience via six constructs,
including conveying living concepts and styles, thematic service experience
design and form of the style, design quality and display of the products. There
is also the participation aspect in experiencing events and art creation events,
design and beauty between the building and the space, as well as the characteristics
and interaction of the service personnel.