서비스 모듈 유형별 고객경험에 미치는 영향 차이에 관한 연구: 서비스 디자인 지향 디자인 제안

The purpose of this study is to study the differences in the impact of different types of service modules on customer experience in service design, and try to give service design proposals to understand the potential design needs of users. Research methods include questionnaire survey and data analysis. Because of the fundamental difference between service design and traditional product design, this study is a basic theoretical study. Based on the existing theoretical research of service design, it has been expanded. The results are as follows: in the comparison of customer experience of different service module types, there are significant differences in the influence of substitutability, accuracy, convenience, friendliness, reliability, stability and credibility on customer experience. According to such research results, according to different service module types, service design proposals are given. It can help service designers to consider such a strategy when designing different types of services. Mainly include: combining multimedia technology, creating a mixed experience of virtual and real in the design of service modules, and enhancing the remote interactive experience. Combined with affective computing technology, anthropomorphic interactive experience is constructed. This has promoted the development of service theory and practice research.