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http://dx.doi.org/10.5392/JKCA.2018.18.10.478

The User-centered Service Encounters for Service Design of Coffee Shop  

Min, Sungki (영남대학교 심리학과)
Publication Information
The Journal of the Korea Contents Association / v.18, no.10, 2018 , pp. 478-489 More about this Journal
Abstract
In this study, a normative script was designed for service design of coffee shop based on user's current and expected script. 1) Activities contained in current and expected script were identified. 2) High frequency activities were selected from current and expected script. Then they were combined and sorted by scene. 3) Importance of the integrated scenes and activities was assessed. 4) According to certain rules, unnecessary activities were deleted, or excluded as optional activities. Then, the remaining activities were classified by scene and listed in order to complete one normative script. Each activity belonging to each scene became a service encounter. Scenes consisted of 'Entering', 'Settling', 'Ordering', 'Waiting for drinks', 'Receiving drinks', 'Spending time drinking beverages', 'Go to the toilet', and 'Get out'. There were 2 activities in 'Entering', 6 activities in 'Settling', 11 activities in 'Ordering', 2 activities in 'Waiting for drinks', 4 activities in 'Receiving drinks', 6 activities in 'Spending time drinking beverages', 3 activities in 'Go to the toilet', and 4 activities in 'Get out'. Specific points were discussed along with these results, and the significance and limitations of the study were added at the end.
Keywords
Service Design; Script; Service Encounter; Coffee Shop;
Citations & Related Records
Times Cited By KSCI : 2  (Citation Analysis)
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