Open AccessResearch on the Effectiveness of Service Design Based on the Quantitative Method of Kansei Engineering—Taking the LANNA Coffee Service Process as an Example
Author(s) -
Zhengyu Wang,
Meiyu Zhou,
Xiangyu Liu
Publication year - 2019
Publication title -
iop conference series. materials science and engineering
Language(s) - English
Resource type - Journals
eISSN - 1757-899X
pISSN - 1757-8981
DOI - 10.1088/1757-899x/616/1/012035
Subject(s) - service design , service (business) , kansei engineering , product (mathematics) , product service system , service product management , computer science , product design , service level objective , dimension (graph theory) , process management , manufacturing engineering , service provider , marketing , business , engineering , mathematics , business model , geometry , pure mathematics
The increasing enrichment of industrial products has made it difficult to meet the growing consumer demand for the material functions of products. This has caused the non-material or mental function of the product to be strengthened, promoted product design to gradually expand from the material dimension to the non-material service design, and accelerated the transformation of the manufacturing industry into a service-oriented product manufacturing. Service design has gradually become a new hot academic research field in product design. As a traditional industry, how to promote the transformation of coffee shop from “product” to “service” has become the research direction of this study. After investigation, we find some problems in coffee shop service, such as single focus, unbalanced proportion distribution of internal structure of service design, as well as vague and uncertain user demand. This paper attempts to use the forward quantitative inference method of Kansei Engineering to analyze consumers’ perceptual demands for coffee shop services through questionnaires, the overall process of service and the weight of service elements. We also try to set up the service elements and multivariate linear regression equation between the service effectiveness, put forward the service design effectiveness evaluation method, and on this basis, provide the analysis of the service system to serve the interests of the parties with complimentary method to make the adjustment and evaluation of service design more intuitive.