服务交互界面和服务类型对顾客体验价值的交互效应

分析和验证了服务交互界面和服务类型对顾客体验价值的交互作用。将服务交互界面划分为人机交互界面和人际交互界面,服务类型划分为标准化服务和非标准化服务,构建了服务交互界面、服务类型与顾客体验价值各维度(包含功能性体验、情感性体验和社会性体验)关系的理论模型,结合顾客体验需求理论和认知匹配理论,通过实验法对理论模型进行了验证。结果表明:人机交互界面能使顾客获得更好的功能性体验,标准化服务匹配人机交互界面时,该体验更强;人际交互界面能使顾客获得更好的情感性和社会性体验,非标准化服务匹配人际交互界面时,该体验更强。

Interactive Effect on Service Interactive Interface and Service Type on Customer Experience Value

Taking Yuhuatai Martyr Memorial Area as an example, from the perspective of visual perception, and combined with the landscape narration, this paper explores the relationship between the subjective feelings of the monumental landscape and the composition sequence of landscape space when the pedestrian is walking. The sequence of memorial landscape space needs to consider three aspects of space, time and emotion. From the perspective of spatial elements, spatial forms and the sight of the visitors, the space and spatial sequence of each node are analyzed based on the length of time the visitors feel in the space, revealing the relationship between the visual perception of the visitors and the various elements.