摘要
目的通过服务接触、顾客感知价值及顾客感知质量三个层次对儿童医院公共服务设计进行递进式分析,明确设计创新的主要价值,寻找最有效的价值创新设计原则并进行设计实践,关注设计价值质量,确保提升儿童医院的用户体验。方法运用文献研究与用户研究相结合的方法,在前人理论研究的基础上发展并建立儿童医院公共服务感知价值三层次模型,参照此模型进行顾客价值需求分析,从中得出相对应的设计原则,设计实践反向检验理论的可行性,在循环反复的过程中完善价值创新路径。结论根据儿童医院公共服务感知价值的质量评估结果显示,本文确定了有效的设计原则,设计实践高程度满足了顾客需求,本文所提出的儿童医院公共服务感知价值三层次模型具有实用性。
The work aims to make progressive-like analysis on the public service design of children’s hospital through service encounter,customer perceived value and customer perceived quality to clarify the main value of design innovation,find out the most effective design principle of value innovation,carry out the design practice,pay attention to the design value quality and guarantee the improvement of the user experience inchildren’s hospital.The method of combining literature research and user research was used to develop and establish the three-level model for the perceived value of public service in children’s hospital on the basis of predecessors’theory research andthe customer value demand was analyzed with reference to the model to draw the corresponding design principle and design the practice to reversely test the feasibility of the theory,thus perfecting the value innovation path in the circulatory and repeating process.According to the quality evaluation results of perceived value of public service in children’s hospital,the work determines the effective design principles and the design practice highly meets customer needs.Therefore,the three-level model of perceived value of public services in children’s hospital proposed in this work is practical.
作者
王熙元
金璐萍
傅婷
杨骁丽
WANG Xi-yuan;JIN Lu-ping;FU Ting;YANG Xiao-li(Donghua University,Shanghai 200051,China)
出处
《包装工程》
CAS
北大核心
2020年第20期109-118,共10页
Packaging Engineering
基金
上海市科学技术委员会海聚一带一路创新科技孵化平台(19640770200)。
关键词
儿童医院
公共服务设计
感知价值
children’s hospital
public service design
perceived value
