| 논문명 | 총체적 서비스 경험을 만드는 서비스스케이프 디자인 연구/A Study on the Servicescape Design creating the Whole Service Experience |
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| 저자명 | 안주영 |
| 발행사 | 한국실내디자인학회 |
| 수록사항 | 한국실내디자인학회 학술발표대회 논문집 , 제 10권 2호 |
| 페이지 | 시작페이지(22) 총페이지(5) |
| 주제분류 | 계획및설계 |
| 주제어 | 서비스 ; 서비스 경험 ; 서비스스케이프 ; 디자인 프로세스 ; Service ; Service experience ; Servicescape ; Design process |
| 요약2 | The service sector is growing and service is complicated with various customer needs in the competitive markets. Bill Hollins urges that services must be designed. I believe that service experiences must be designed with servicescape as an environment surrounding services. Servicescape is the physical and social envrionments of service. Service experiences do not depend only on the aesthetic impression of physical servicescape. One of the main characteristics of services is that the most value of services are accomplished from interaction between customer and service encounters. The design of physical servicescape affects the interaction between customer and service encounters and the behavior of both customer and service suppliers' including social factors such as display emotions and the interpersonal distance between customers. Servicescape design should controll tangible and intangible area of service events. In addition servicescape design creates customer's good experiences in the servicescape. This research proposes the possibilities and proper design process of servicescape design. |
| 소장처 | 한국실내디자인학회 |