서비스연구 (Journal of Service Research and Studies)

  • 제12권3호
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  • Pages.93-114
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  • 2022
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  • 2234-2850(pISSN)
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  • 2466-1813(eISSN)
서비스사이언스학회 (The Society of service Science)
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해결대신 프레이밍: 서비스 디자인 연구를 통해음식점 음식물쓰레기라는 난제에 접근

Framing Instead of Solving: Approaching the Wicked problem of Restaurant Food Waste through Service Design Research

  • 투고 : 2022.07.22
  • 심사 : 2022.09.16
  • 발행 : 2022.09.30
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초록

환대문화에서 비롯한 요식업 부문은 음식 쓰레기를 가장 많이 발생시키는 식품 부문이다. 지속가능한 서비스를 제공하기 위해 외식업계가 음식 낭비에 대한 문제를 이해하고 줄일 필요가 있는데, 이는 대부분 피할 수 있는 일이다. 기존 연구에서 음식물 쓰레기 행동의 동인과 제안된 완화 조치를 조사하였다. 그러나 난제를 해결하기 위해 서비스 디자이너는 혁신적인 솔루션을 고무할 수 있는 실행 가능한 통찰력이 필요하다. 본 연구의 목적은 두 가지이다. 첫 번째 목표는 음식점에서 젊은 소비자들이 음식을 남기는 행동에 영향을 미치는 요인을 파악하는 것이다. 두 번째 목표는 음식물 쓰레기 문제를 서비스 디자이너의 디자인 기회로 프레이밍(Framing) 하는 것이다. 국내 대학생 10명과 함께 사진 일기 (Photo Diary) 연구를 진행하였다. 참가자들은 두끼 식사의 전후 사진을 찍고 설문지를 작성하였다. 질문은 개인적인 배경과 식사 선택 시 고려 사항, 식사에 대한 만족도, 음식을 남기는 이유 등이다. 실험을 바탕으로 정성적 데이터와 정량적 데이터를 모두 수집하고 분석하였다. 그 결과 의식과 통제력 부족이 남은 음식물의 주요 동인이라는 것을 시사하였다. 서비스 디자인을 위한 음식물 쓰레기 문제는 "How Might We" 디자인 기회로 프레이밍 된다. 자신, 식사 파트너, 식당과의 의사소통을 개선하는 데 개입의 초점을 맞춰야 한다. 본 논문은 음식점 음식물 쓰레기의 예를 들어 난제를 프레이밍 하는 서비스 디자인 연구 접근 방식을 입증함으로써 이바지한다.

The hospitality and food service sector is the food sector that generates the most food waste. To deliver a more sustainable service, the food service industry needs to understand and reduce customer plate waste, which is mostly avoidable. Several studies have investigated the drivers of plate waste behaviors and proposed mitigations. However, service designers need actionable insights that inspire innovative solutions. The goals of this study are twofold. The first goal is to identify factors influencing young consumers' food waste behavior in restaurants. The second goal is to frame food waste challenges as design opportunities for service designers. A photo diary was conducted with 10 Korean university students. Participants took before and after photos of two meals and fill out questionnaires. The questions include personal background, considerations when choosing a meal, satisfaction with the meal, and reasons for leaving food. Both qualitative and quantitative data were collected and analyzed. The results suggest that lack of awareness and control are the key drivers of leftovers. The food waste problem is framed into "How Might We" design opportunities for service design. Interventions should focus on improving communication with oneself, dining partners, and restaurants. The paper contributes by demonstrating the service design research approach to framing wicked problems with the example of restaurant food waste.

키워드

과제정보

This research was supported by the Social Innovation Education Research team that is funded by the 4th Phase BK21 National Scholarship for Service Design Education at Dongseo University.

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