| 摘要: |
| 目的 为了让老年人充分享受到科技和新服务模式带来的便利，探讨老年人群对新零售服务的体验流程、体验反馈和影响因素，并提出相应的优化策略。方法 通过实地调研、用户访谈和调查问卷以及Kano模型，分析了老年群体对新零售服务的影响因素。结论 老年群体由于这一阶段特殊的生理、心理和认知特征，导致了他们对于信息化、科技化和新鲜事物的接受程度较低。通过需求与影响因素之间的转化，了解老年群体对新零售服务体验的影响因素，并依此提出老年群体新零售服务体验线上、线下相结合的优化策略，能够有效帮助老年人更好地适应新零售服务。 |
| 关键词: 老年人群 新零售服务 Kano模型 影响因素 优化策略 |
| DOI：10.19554/j.cnki.1001-3563.2019.04.002 |
| 分类号:TB472 |
| 基金项目:四川省社会科学规划重点研究基地项目（16SH042）；四川省科学技术厅软科学面上项目（2017ZR0187）；成都市软科学项目（2016-RK00-00193-ZF，2017-RK00-00368-ZF）；中国国家留学基金资助（201707005050）；成都市科技局国际科技合作项目创新环境提升计划（2017-GH02-00091-HZ，2017-GH02-00093-HZ）；教育部人文社科规划基金项目（18YJAZH123） |
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| Influencing Factors and Optimization Strategies of New Retail Service Experience for Elderly |
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LI Fang-yu, LIU Ying-xiao
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Southwest Jiaotong University, Chengdu 611756, China
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| Abstract: |
| The work aims to explore the experience process, experience feedback, influencing factors and propose the optimization strategies of the new retail service for the elderly so as to enable the elderly to fully enjoy the convenience brought by technology and new service models. The influencing factors of the elderly population on the new retail services were analyzed through the methods of field research, user interviews, questionnaires, and Kano model. Due to the special physiological, psychological and cognitive characteristics of the elderly, acceptance of information, technology and new things is relatively low. The influencing factors of the elderly on the experience of new retail service are analyzed by transformation mechanism between demand and influencing factors. The optimal strategy for the combination of online and offline new retail service experience for the elderly is proposed to help the elderly adapt to new retail services better. |
| Key words: elderly new retail service Kano model influencing factors optimization strategies |
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