Evaluating the Service Effectiveness of Exhibition from Customer Experience Perspective

• Main Authors: TANG, SHIH HSIEN, 湯士賢
• Other Authors: 喬凌浩
• Format: Others
• Language: zh-TW
• Published: 2018
• Online Access: http://ndltd.ncl.edu.tw/handle/62hpsp

碩士 === 國立臺北科技大學 === 工業設計系創新設計碩士班 === 106 === The curators sometimes plan the exhibition subjectively based on the purpose and objectives of the exhibition, which might not be able to meet the visitors’ expectations. When there is a gap between the original and expectations, it could fail to achieve the effectiveness of an exhibition. This paper aims to evaluate the visitors experience in the exhibition based on the principles and methods of service design, in addition to finding out the visitors’ expectations and the service gap of the exhibition. The subjects are masters degree students in department of design from a science technology university. First, we apply the contextual inquiry to understand the overall service process and the scene of the exhibition; Secondly, subjects use phones to take pictures of the elements that they feel positive, negative and neutral during the exhibition visit. Lastly, the visitors write down the reason and thoughts of their own photos, and rate them. The result shows that the service design can evaluate the service effectiveness iii of the exhibition effectively and find out the important touchpoints for visiors. Also, The visitors expectations which are having high expectations for scientific and space exhibitions, interesting interaction of exhibit, the real-life-situations scenes and the visitors being focusing on details of the physical models. Finally, the service gaps are lacking of preparation in advance, the pre-phase of exhibition don’t arouse the visitors expectations, the docent doesn’t exert well and core services can’t satisfy visitors expectations.