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首页> 外文期刊>International journal of information systems in the service sector >Deriving Principles for Guiding Service Encounters: A Participative Design Research Approach
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Deriving Principles for Guiding Service Encounters: A Participative Design Research Approach

机译：引导服务遭遇的派生原理：一种参与式设计研究方法

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Driven by the rising customer expectations and decreasing budgets, organizations are searching for means to improve service encounters with their citizens and businesses. However, many initiatives take an organizational perspective, whereas service encounters emphasize the client perspective. This researchfollows a participative design research approach that focuses on the derivation, demonstration and infusion of principles for improved service encounters. A role-playing game refers to a situation in which human participants play a certain role and follow a script to simulate complex service encounters. From the perspective oj the professional, these principles emphasize "doing the right things " in their service encounters with customers. The authors found that the approach for deriving principles not only enables capturing the experience of professionals in a fun and entertaining manner, but also expands their view on customers and the back-office. This paper makes two contributions to existing work: (Ⅰ) a participative design method based on role-play games and (2) six principles for service encounters resulting from the role-playing game.
机译：在不断增长的客户期望和预算减少的推动下，组织正在寻找方法来改善与公民和企业的服务交流。但是，许多计划都是从组织的角度出发的，而服务的遭遇则强调了客户的观点。本研究遵循一种参与式设计研究方法，该方法侧重于改进服务体验的原理的推导，演示和注入。角色扮演游戏是指人类参与者扮演特定角色并遵循脚本来模拟复杂的服务遭遇的情况。从专业人员的角度来看，这些原则强调在与客户的服务中“做正确的事”。作者发现，推导原则的方法不仅可以以有趣和有趣的方式捕捉专业人士的经验，而且可以扩大他们对客户和后台的看法。本文对现有工作做出了两点贡献：（1）一种基于角色扮演游戏的参与式设计方法；（2）角色扮演游戏所产生的服务遭遇的六个原则。

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