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Objective: The aim of this study is to offer a holism based Service Experience Analysis System(HSEAS) for service design. Background: Customer experience has been focused in a lot of service area. But it is difficult to understand the customer’s needs and their experiences because it’s so complex and uncertain. Thus it needs holistic approach that means it’s difficult to explain general character merely through the understanding of small parts that composes an object and it must be analyzed within the overall context. Method: Accordingly, the thesis paper proposes the Service Experience Analysis System that satisfies the four following needs. (1) Need of solid Experience Framework in which the special quality of the service experience is considered, (2) need of support for the semantic cohesion between different kinds of data, (3) need of support for the management and search of vast data, and (4) need of building the knowledge base system for collaborative research. Results: HSEAS combines the short information in the customers’ words and behaviors or situations and circumstances and provides a place of analysis where the context of the general experience can be read and allows concrete understanding of the actual state and factor of the problem as a Combined Data Analysis Tool. Conclusion: HSEAS becomes the center of information management, analysis and connection and it provides a free collaboration place where physical condition has no relations to as a knowledge base system based on network. Application: It is expected that length and width will be added to the analysis and assistance for effectively accumulating information will be provided in the area of diverse service.
목차
ABSTRACT
1. Introduction
2. Background
3. Defining a Framework for Service Experience Analysis
4. Holism based Service Experience Analysis System(HSEAS)
5. Conclusion
References
Author listings
참고문헌 (10)
참고문헌 신청
Allen, J. / 2005 / Closing the delivery gap / Bain & Company
Brown, T. / 2010 / Design Thinking / IDEO
Beaujean, M. / 2006 / The moment of truth in customer service / McKinsey & Company
Desmet, P. / 2007 / Framework of product experience. / International Journal of Design 1(1)
Hsu, H.-W. / 2009 / Managing Communication-Based Collaborative Design Process, Dept. of Digital Media Design, Asia University and Graduate School of Design / National Yunlin University of Science and Technology
Brown, T. / 2010 / Design Thinking / IDEO
Beaujean, M. / 2006 / The moment of truth in customer service / McKinsey & Company
Desmet, P. / 2007 / Framework of product experience. / International Journal of Design 1(1)
Hsu, H.-W. / 2009 / Managing Communication-Based Collaborative Design Process, Dept. of Digital Media Design, Asia University and Graduate School of Design / National Yunlin University of Science and Technology
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UCI(KEPA) : I410-ECN-0101-2013-530-001622113