| 摘要: |
| 目的 测量睡眠健康产品的服务品质，提出设计策略，指导进一步设计活动。方法 运用服务蓝图法，梳理睡眠健康产品的服务流程，明确接触点及任务，提供构建服务品质要素的关注角度。运用 SERVQUAL 量表并根据信息服务质量的特点增加服务品质维度，通过焦点团体访谈法构建细分要素。通过“重要性-满意度”测量，获得各服务品质的维度分值，使用 SPSS 软件汇总分析数据，得出应给予更多关注的维度。在此基础上绘制服务“重要性-满意度”矩阵，筛选服务缺口并根据形成原因进行划分。结论 针对“倾听缺口” 、 “设计和标准缺口” 、 “服务表现缺口”，提出服务设计策略，即“共同创造，提升服务品质” 、“关注过程，提高接触点可接触度” 、“界面整合，提升用户体验”。 |
| 关键词: 睡眠健康产品 服务品质测量 服务设计 设计策略 |
| DOI：10.19554/j.cnki.1001-3563.2018.16.025 |
| 分类号:TB472 |
| 基金项目:上海市教委“晨光计划”项目（16CG79）；上海高校青年教师培养资助计划（ZZSDJ17013）；上海市 2015 年 “科技创新行动计划”生物医药领域产学研医合作项目（15DZ1942702、15DZ1940103）；闵行区产学研合作计划项目（2015MH119，2015MH129） |
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| The Design Strategies of Sleep Health Products Service |
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ZHANG Xin-yue1, ZHOU Zhi-yong2,3, OU Xi-fan1, YANG Xiao-yang1
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1.Shanghai Dianji University, Shanghai 200240, China;2.1.Shanghai Dianji University, Shanghai 200240, China;3.2.East China University of Science and Technology, Shanghai 200237, China
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| Abstract: |
| It measures the service quality of sleep health products service, proposed the design strategies to guide design activity. Through the service blueprint technique, formed service flow chart to find touch points and mission. By using SERVQUAL scale framework, it increased the scale of service quality factors based on the characteristics of information service quality and focus group interviews. By measuring the sleep health service quality "importance-satisfaction" and uses SPSS software to analyze data, find dimensions that should be more focused. By drawing "importance-satisfaction" matrix, the service gap will be found and classify them by causes. The service gap, it puts forward the service design strategies of "ork together to improve service quality","pay attention to service process, strengthen key concern","interfaces integration，enhance user experiences". |
| Key words: healthy sleep service service quality measures service design design strategies |
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