예술 디자인 전시에서의 서비스 품질 갭에 관한 연구 -원저우국제디자인 비엔날레를 중심으로-

As a concomitant of service industry, service design has been developing rapidly in China in recent years, with the rapid development of such East Asia economies as South Korea and Japan, and particularly the transformation and upgrading of Chinese economy. At the beginning of 2018, under the impact of South Korea, Japan, Europe and North America, discussions at China Service Design Congress, Service Design Futures Conference, and related educational summits, academic seminars and industry conferences began to boost the continuous increase of the voice of service design. With the rapid development of the service economy, service design has been inevitably playing a positive role in promoting art and design exhibitions. From the perspective of service encounter, and with 18 visitors to 2020 Wenzhou International Design Biennale as the interviewees, this paper explores the service content and service encounter points of the exhibition through "participant observation method" and "semi-structured interview", and codes and analyzes the collected data with the "sample analysis method", for the purpose of obtaining the service quality gap of art design exhibitions. As shown by our research findings, applying the systematic service design and process and integrating online network resources and real environment resources have a positive impact on reducing the gaps in the service quality of art and design exhibitions.