| 丁熊.顾客融入视角下服务价值共创的类型、维度及效果[J].包装工程,2023,44(6):25-32. |
| 顾客融入视角下服务价值共创的类型、维度及效果 |
| Types, Dimensions and Effects of Service Value Co-creation from the Perspective of Customer Engagement |
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| DOI：10.19554/j.cnki.1001-3563.2023.06.003 |
| 中文关键词: 服务设计 服务价值共创 顾客融入 “类型-维度-效果”框架 |
| 英文关键词: service design Service Value Co-creation customer engagement Type-Dimension-Effect Framework |
| 基金项目:广东省哲学社会科学“十三五”规划2020年度学科共建项目《服务设计视阈下的粤港澳大湾区文旅融合创新策略研究》(GD20XYS16) |
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| 中文摘要: |
| 目的 在服务设计与整合创新语境下，讨论如何实现服务价值共创的过程，以及如何评价共创的结果。方法 从顾客融入视角，根据卷入度的不同，将服务共创行为划分为“共同完成任务”的参与式共创、“建立长期关系”的融入式共创以及“获得短暂友谊”的其他类型共创;同时指出服务价值共创行为是多元的、复杂的，可从认知、情感、行为三个维度展开;建议从强度和时间两个维度来评估共创的效果。结论 服务价值共创“类型-维度-效果”研究框架的构建，完善了服务设计中传递阶段的理论基础，为服务设计师通过合理的流程和触点设计降低“服务体验不确定性”提供了方法论依据。 |
| 英文摘要: |
| The work aims to discuss how to realize the process of service value co-creation and how to evaluate the results of co-creation in the context of service design and integrated innovation. From the perspective of customer engagement, according to different degrees of involvement, service co-creation behavior was divided into Participatory Co-creation of "jointly completing tasks", Engaged Co-creation of "establishing long-term relationships" and other co-creation types of "obtaining short-term friendship". At the same time, it was pointed out that Service Value Co-creation was diversified and complex, which could be carried out from three dimensions:cognitive, emotional and behavioral. It was recommended to evaluate the effect of service co-creation from two dimensions of intensity and time. The construction of "Type-Dimension-Effect" research framework for Service Value Co-creation has improved the theoretical basis of the delivery stage in service design, and provided a methodological basis for service designers to reduce the "uncertainty of service experience" through reasonable process and touchpiont design. |
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