一线城市白领营养午餐的服务设计研究

发布时间：2018-06-17 04:44

本文选题：一线城市 + 白领　；参考：《江南大学》2017年硕士论文

【摘要】：我国一线城市白领亚健康状况日益严重,长期不正确的饮食习惯导致营养不均衡是主要原因之一,且午餐最为严重。针对白领午餐不营养的问题,本课题从服务设计的角度出发,调研现有午餐服务系统在营养的知识、态度及体验等方面的问题。结合服务设计的理论与方法,分析白领的行为及需求,最终提出了构建一线城市白领营养午餐服务系统、多方营养共识及白领营养膳食习惯养成的设计策略,以提升餐厅服务效率及质量,增强营养意识并促使白领养成营养膳食的习惯。通过满足多方需求,增强改变的积极性,促使所有利益相关者能以全新的面貌应对食品及健康危机带来的挑战。本课题首先对营养午餐的研究现状、营养午餐的界定及现有营养干预模式进行了分析,并运用服务设计的方法对现有午餐模式——自带型、食堂型、外卖型、外食型的服务流程、接触点及利益相关者进行了研究,结合国内外营养膳食的优秀案例,导出了商业社会可持续性、开放包容系统性、多元伙伴社区性、数据智能科技性、以人为本体验性、管理运行专业性“六性”的服务定位和营养动机主动化、服务流程体验化、营养习惯生活化“三化”的设计导向,并提出服务设计介入一线城市白领营养午餐服务时的关注点。下一阶段笔者对上海CBD进行了用户行为及环境的初探,归纳出白领在营养午餐的知识、态度、行动体验、膳食习惯养成、支持条件五个方面的问题。接着对北上广深的白领及餐厅工作人员进行了以上五个方面的深度访谈;之后基于用户行为分析,归纳出方便型、经济型、享受型、克制型、情感型五种白领类型及其需求;从而归纳出一线城市白领营养午餐服务的需求方向及对应的功能点。最后一部分,首先,提出了一线城市白领营养午餐服务系统在功能、体验、价值方面的设计原则,并从意义、系统、内容、评估四个方面提出了服务系统的设计策略。其次,提出了利用营养宣教、参与式监督体系、信任机制、用户赋能等方式来进行多方利益相关者营养共识的构建。再者,确定了白领营养膳食习惯养成需经历“认知-行动-习惯-影响力”四个阶段,并提出了各阶段的设计干预策略。最后,基于服务系统、营养共识、习惯养成三方面的设计策略,进行了一线城市白领营养午餐的服务设计构想,以验证并反思所提出的策略。
[Abstract]:The health status of white-collar workers is becoming more and more serious in first-tier cities of China. The nutrition imbalance caused by long-term incorrect eating habits is one of the main reasons, and lunch is the most serious. In view of the problem that white-collar lunch is not nutritious, this paper investigates the problems of nutrition knowledge, attitude and experience in the existing lunch service system from the point of view of service design. Based on the theory and method of service design, this paper analyzes the behavior and demand of white-collar workers, and finally puts forward the design strategy of constructing white-collar nutrition lunch service system, multi-nutrition consensus and the habit of nutrition diet of white-collar workers. In order to improve the efficiency and quality of restaurant service, enhance nutrition awareness and promote white collar to develop the habit of nutritious diet. By meeting multiple needs and motivating change, all stakeholders will be able to respond to the challenges posed by food and health crises in a new way. In this paper, the current research situation of nutritious lunch, the definition of nutritious lunch and the existing intervention mode are analyzed, and the service design method is used to analyze the existing lunch modes, which are self-contained, canteen and take-out. The external feeding service flow, contact points and stakeholders were studied. Combined with the excellent cases of nutritional diet at home and abroad, the sustainability of commercial society, openness, inclusiveness and systematicness, multi-partner community, data intelligence and science and technology were derived. People-oriented experience, professional management of "six" service positioning and nutrition motivation initiative, experience of service flow, nutrition habits of life "three" design direction, And put forward the service design involved in the first-line city white-collar nutrition lunch service attention. In the next stage, the author made a preliminary study on the user behavior and environment in Shanghai CBD, and summed up five problems of white-collar workers in the knowledge, attitude, action experience, dietary habit formation and support conditions of nutritious lunch. Secondly, the author conducted in-depth interviews with white-collar workers and restaurant staff in the north of Guangzhou-Shenzhen, and then concluded five types of white-collar workers and their needs based on user behavior analysis, such as convenience type, economic type, enjoyment type, restraint type, emotional type and so on. From this, the demand direction and corresponding function point of the white collar nutrition lunch service in one-line city are concluded. The last part, first of all, put forward the design principles in function, experience and value of the white-collar nutrition lunch service system in first-tier cities, and put forward the design strategy of the service system from four aspects: meaning, system, content and evaluation. Secondly, using nutrition education, participatory monitoring system, trust mechanism, user empowerment and other ways to build a multi-stakeholder nutrition consensus. Furthermore, four stages of "cognition-action-habit-influence" were identified to develop the nutritional dietary habit of white-collar workers, and the design intervention strategies of each stage were put forward. Finally, based on the design strategies of service system, nutrition consensus and habit formation, the service design conception of white-collar nutritious lunch in first-tier cities was carried out to verify and reflect on the proposed strategy.
【学位授予单位】：江南大学
【学位级别】：硕士
【学位授予年份】：2017
【分类号】：TB47

【参考文献】