【摘要】：目的通過對角色互動理論的研究,從角色扮演的視角切入,為服務設計在處理與用戶的互動關(guān)系上提供相應策略。方法通過角色互動理論研究與服務系統(tǒng)特點分析,用角色互動理論詮釋服務系統(tǒng)與用戶的互動關(guān)系;文獻研究發(fā)現(xiàn),角色理論在服務設計中的應用主要從領(lǐng)會用戶角色出發(fā),而在服務系統(tǒng)的角色扮演上并沒有相應的策略;通過類比及案例分析,為服務系統(tǒng)的角色扮演提出3點策略。結(jié)論按服務系統(tǒng)角色扮演的3個階段,角色確定—角色表現(xiàn)—角色構(gòu)建,分別總結(jié)出相應策略,即角色確定時對用戶的期望管理及賦能;角色表現(xiàn)時服務系統(tǒng)角色的完整穩(wěn)定統(tǒng)一;角色構(gòu)建時多重感性價值與社會關(guān)系的建立,為服務系統(tǒng)設計提出借鑒性的指導。
[Abstract]:Aim through the research of the role interaction theory, from the perspective of role-playing, to provide the corresponding strategy for service design in dealing with the interaction with users. Methods the role interaction theory was used to explain the relationship between service system and user through the research of role interaction theory and the characteristics of service system, and it was found that the application of role theory in service design mainly started from the understanding of user role. However, there is no corresponding strategy in the role playing of service system, and through analogy and case study, three strategies are put forward for the role playing of service system. Conclusion according to the three stages of role-playing in the service system, role-determination, role-performance and role-building, the corresponding strategies are summed up respectively, that is, the expected management and empowerment of the user when the role is determined; The integration of the roles of service system and the establishment of multiple perceptual values and social relations in the process of role construction provide guidance for the design of service systems.
【作者單位】： 江南大學;
【基金】：國家社科基金藝術(shù)類(12BG055)
【分類號】：TB47
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本文編號：2230984