角色互动视阈下服务系统的角色扮演策略研究
发布时间：2018-09-08 15:53
【摘要】：目的通过对角色互动理论的研究,从角色扮演的视角切入,为服务设计在处理与用户的互动关系上提供相应策略。方法通过角色互动理论研究与服务系统特点分析,用角色互动理论诠释服务系统与用户的互动关系;文献研究发现,角色理论在服务设计中的应用主要从领会用户角色出发,而在服务系统的角色扮演上并没有相应的策略;通过类比及案例分析,为服务系统的角色扮演提出3点策略。结论按服务系统角色扮演的3个阶段,角色确定—角色表现—角色构建,分别总结出相应策略,即角色确定时对用户的期望管理及赋能;角色表现时服务系统角色的完整稳定统一;角色构建时多重感性价值与社会关系的建立,为服务系统设计提出借鉴性的指导。
[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.
【作者单位】： 江南大学;
【基金】：国家社科基金艺术类(12BG055)
【分类号】：TB47
，
本文编号：2230984
[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.
【作者单位】： 江南大学;
【基金】：国家社科基金艺术类(12BG055)
【分类号】：TB47
，
本文编号：2230984
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