摘要
在新零售背景下,研究酒店新零售场景中的服务接触点和服务流程,挖掘其关键接触点,建立提升顾客购物体验和满意度的优化策略。对现有网易严选酒店进行实地调研观察与接触点研究,结合服务设计理论,通过服务体验流程、接触点痛点分析等,提取影响顾客购物体验的关键接触点,并进行优化。总结出酒店新零售服务的接触点问题,提出相关优化策略方案,满足用户的需求与期望,提升购物体验。
In the context of new retail,to study the service touch point and service process in the new retail scene of the hotel,to explore its key touch point,and to establish optimization strategies to improve customer shopping experience and satisfaction.Based on the service design theory,through the service experience process and the analysis of the pain points of the touch points,the key touch points affecting the customer shopping experience were extracted and optimized.summarize the touch points of new retail service,put forward relevant optimization strategies,meet the needs and expectations of users,and improve the shopping experience.
作者
颜晨曦
肖东娟
巩淼森
YAN CHENXI;XIAO DONGJUAN;GONG MIAOSEN
出处
《设计》
2020年第5期72-76,共5页
Design
关键词
新零售
酒店场景
服务设计
服务接触
用户体验
New retail
Hotel scene
Service design
Service contacts
User experience
