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題名:以服務設計觀點探討樂齡族生態導覽服務歷程體驗
書刊名:設計學報
作者:李傳房 引用關係江宇震
作者(外文):Lee, Chang-franwChiang, Yu-chen
出版日期:2016
卷期:21:1
頁次:頁61-83
主題關鍵詞:樂齡族生態導覽體驗服務設計Active agingEcotourismService design
原始連結:連回原系統網址new window
相關次數:
  • 被引用次數被引用次數:期刊(4) 博士論文(0) 專書(0) 專書論文(0)
  • 排除自我引用排除自我引用:4
  • 共同引用共同引用:15
  • 點閱點閱:20
因應樂齡族追求體驗式旅遊的趨勢,本研究旨在透過服務設計觀點與方法,探索其進行生態導覽體驗時的脈絡行為、需求與感受。首先以半結構式訪談,蒐集樂齡族生態旅遊與導覽體驗的需求和期望;並透過親和圖法定義影響樂齡族生態導覽體驗的關鍵因素,作為典型篩選指標。經前期研究,本研究將樂齡族生態遊客區分為消極從眾型、彈性體驗型與積極探索型,並以角色模型描述其相關特質。再邀請上述典型受測者進行參與式工作坊,以脈絡調查法、文化探針與同理心等工具,紀錄典型導覽歷程的服務接觸點、行為特性、需求、情緒感受與想法。根據體驗資料,以五大行為模型、體驗地圖與利害關係人地圖,分析導覽場域內的人、機、環之互動關係與體驗缺口。最後整合樂齡族與利害關係人等觀點,提出以下六項具體改善方針,作為相關生態場域或體驗規畫者的參考:1.確保導覽服務的可接近性、2.透過資訊物件的串聯體驗、3.考量同伴特質的主題式導覽、4.解說員的態度與引導技巧、5.硬體設施作為體驗節點與導覽平台與6.智慧型手機作為導覽的主要媒介。
This study aims to explore the expectation, needs, and trend of active aging eco-tourism with respect to guidance service experience through the service design framework. Semi-structured interviews were first conducted to understand active aging people's generally experience, needs, and expectation in ecotourism. The interview results were then analyzed using affinity diagram to identify the key factors that can affect aging people’s experience in ecotourism. In this study, the active aging tourists are categorized into three types: passive, elastic, and enthusiasm. Active aging people in each type were invited to participate in a workshop to observe and record their behaviors, experience, and emotional reaction in guidance service using contextual inquiry, cultural probe, and empathy tools. Based on the collected information in the workshop, behavioral models including the flow model, the cultural model, the sequence model, the artifact model, and the physic model, were used to identify experience gaps in guidance service and the interactions between active aging elderly, artifact, and environment. From the study results, there are six recommendations, from active aging people and stakeholder’s perspective, proposed as a reference for relative guidance service providers to improve the ecotourism field: (1) ensure the accessibility of guidance service, (2) connecting service experience with integrated information objects, (3) arranging theme activities by considering the active aging's characters, (4) the attitude and techniques of tour guide, (5) guidance service hardware facilities and platforms, (6) utilize smart phone as the main tool for guidance service.
期刊論文
1.Grace, D.、O'Cass, A.(2004)。Examining service experiences and post-consumption evaluation。Journal of Services Marketing,18(6),450-461。  new window
2.Steen, M.、Manschot, M.、De Koning, N.(2011)。Benefits of co-design in service design projects。International Journal of Design,5(2),53-60。  new window
3.Mager, B.、Sung, T. J. D.(2011)。Special issue editorial: Designing for services。International Journal of Design,5(2),1-3。  new window
4.Edwards, H.(2009)。Who's fighting for your brand?。Bank Marketing,41(1),38-42。  new window
5.Zhang, H.、Lei, S. L.(2012)。A structural model of residents' intention to participate in ecotourism: The case of a wetland community。Tourism Management,33(4),916-925。  new window
6.Björk, P.(2000)。Ecotourism from a conceptual perspective, an extended definition of a unique tourism form。International Journal of Tourism Research,2(3),189-202。  new window
7.Laarman, J. G.、Durst, P. B.(1987)。Nature travel in the tropics。Journal of Forestry,85(5),43-46。  new window
8.Lee, W. H.、Moscardo, G.(2005)。Understanding the impact of ecotourism resort experiences on tourists' environmental attitudes and behavioural intentions。Journal of Sustainable Tourism,13(6),546-565。  new window
9.Arentze, T.、Timmermans, H.、Jorritsma, P.、Kalter, M. J. O.、Schoemakers, A.(2008)。More gray hairbut for whom? Scenario-based simulations of elderly activity travel patterns in 2020。Transportation,35(5),613-627。  new window
10.Clatworthy, Simon David(2011)。Service innovation through touch-points: Development of an innovation toolkit for the first stages of new service development。International Journal of Design,5(2),15-28。  new window
11.Cooper, M. C.(2006)。The elderly travelers。Travel medicine and infectious disease,4(3),218-222。  new window
12.Teixeira, Jorge Grenha、Patrício, Lia、Nunes, Nuno Jardim、Nóbrega, Leonel、Fisk, Raymond P.、Constantine, Larry(2012)。Customer experience modeling: From customer experience to service design。Journal of Service Management,23(3),362-376。  new window
13.何舒軒、宋同正(20140600)。綜論服務設計學術研究發展。設計學報,19(2),45-66。new window  延伸查詢new window
14.張駿、李傳房(20151100)。從生理負荷觀點探討高齡遊客的服務設計。福祉科技與服務管理學刊,3(4),453-468。new window  延伸查詢new window
15.Meuter, Matthew L.、Ostrom, Amy L.、Roundtree, Robert I.、Bitner, Mary J.(2000)。Self-Service Technologies: Understanding Customer Satisfaction with Technology-Based Service Encounters。Journal of Marketing,64(3),50-64。  new window
16.Ross, Sheryl、Wall, Geoffrey(1999)。Ecotourism: Towards Congruence between Theory and Practice。Tourism Management,20(1),123-132。  new window
17.Bitner, Mary Jo、Ostrom, Amy L.、Morgan, Felicia N.(2008)。Service Blueprinting: A Practical Technique for Service Innovation。California Management Review,50(3),66-94。  new window
18.Hsu, Cathy H.-C.、Cai, Liping A.、Wong, Kevin K.-F.(2007)。A model of senior tourism motivations: Anecdotes from Beijing and Shanghai。Tourism Management,28(5),1262-1273。  new window
會議論文
1.Spengler, C.、Müller, J.(2008)。Marktkommunikation im wandel: Welcher marken-Touchpoint zählt。Community marketing- Wie unternehmen in sozialen netzwerken werte schaffen。Stuttgart:Schäffer-Poeschel Verlag。217-233。  new window
研究報告
1.徐慧娟、張明正(2005)。臺灣老人之成功老化研究(II) (計畫編號:NSC 93-2320-B-468-001)。  延伸查詢new window
圖書
1.Hall, E. T.(1969)。The hidden dimension。Doubleday。  new window
2.Lovelock, C. H.、Wirtz, J.、Chew, P.(2009)。Essentials of services marketing。Prentice-Hall。  new window
3.Plog, S. C.(1991)。Leisure travel: Making it a growth market.... again!。Reno, NV:Sierra Nevada Books。  new window
4.Tourism Policy Review Group(2003)。New horizons for Irish tourism: An agenda for change。Dublin:Department of Arts, Sports and Tourism。  new window
5.黃惇勝(1995)。台灣KJ法原理與技術:邁向21世紀改造台灣的思考武器。新北市:中國生產力中心。  延伸查詢new window
6.李銘輝、郭建興(2000)。觀光遊憩資源規劃。台北:揚智文化。  延伸查詢new window
其他
1.Butler, J. R.(1992)。Ecotourism: It’s changing face and evolving philosophy,Caracas, Venezuela。  new window
2.Chicória, A.(20100216)。Empathy map poster,http://www.slideshare.net/AdilsonJardim/empathy-map-poster-3201288, 2010/02/16。  new window
3.Hollon, E.(20081029)。User personas: "Tools for understanding",http://goo.gl/7FifF0, 2008/10/29。  new window
圖書論文
1.Blangy, S.、Wood, M. E.、Lindberg, K.、Hawkins, D. E.(1993)。Developing and implementing ecotourism guidelines for wild lands and neighboring communities Volume 1。Ecotourism: A guide for planners and managers。North Bennington, VT:The Ecotourism Society。  new window
2.Blomkvist, J.、Holmlid, S.、Segelstrom, F.(2011)。Service design research: Yesterday, today and tomorrow. This is service design thinking。This is service design thinking: Basics - Tools – Cases。Hoboken, NJ:Wiley。  new window
3.方偉達(2012)。生態旅遊策劃與管理。生態旅遊。台北市:五南。  延伸查詢new window
4.陳思倫(2005)。觀光的需求。觀光學:從供需觀點解析產業。台北市:前程。  延伸查詢new window
5.清水政司(2010)。大自然的感動。觀光的通用設計。東京:學藝出版社。  延伸查詢new window
6.資策會(2011)。服務體驗洞察方法。服務體驗工程方法。台北市:財團法人資訊工業策進會。  延伸查詢new window
 
 
 
 
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