探討速食é¤å»³ä¹‹é»žé¤æ©ŸåŠäººå·¥é»žé¤ä¹‹é«”驗評價模型/A study of the experience evaluation model of ordering kiosk and counter ordering

施鄺玲 SHIH KUANG LING

摘要


本研究以「ç†è«–驅動之編碼ã€ä½œç‚ºå£èªžåˆ†æžæ³•ï¼Œä»¥ã€Œé¡§å®¢é«”驗六大構é¢ã€åŠã€Œä½¿ç”¨æ€§èˆ‡ä½¿ç”¨è€…經驗目標ã€åˆ†æžä¸¦æ­¸ç´å…©ç¨®é»žé¤æ–¹å¼çš„體驗脈絡，並根據ç†è«–之相似性將模型進行整åˆèˆ‡ç°¡åŒ–，æ出整åˆæ€§é«”驗評價模型。從體驗脈絡中å¯çŸ¥ï¼Œå…©ç¨®é»žé¤æƒ…境的共åŒé«”驗評價構é¢ç‚ºã€Œæƒ…æ„Ÿã€æ„Ÿå®˜ã€èªçŸ¥ã€å¯¦ç”¨ã€ã€‚é€éŽæ•´åˆé«”驗評價模型，能應用於分æžã€Œåƒ…人工點é¤ã€åƒ…點é¤æ©Ÿé»žé¤åŠåŒæ™‚有人工åŠæ©Ÿå°é»žé¤ã€æ­¤ä¸‰ç¨®é»žé¤æƒ…境。æä¾›ä¼æ¥­ä½œç‚ºè©•ä¼°èˆ‡æå‡é¡§å®¢ï¼ˆä½¿ç”¨è€…）體驗的åƒè€ƒæ¨¡åž‹ã€‚僅人工點é¤çš„情境下，應著é‡æ–¼é€éŽå“¡å·¥çš„專業訓練åŠå½ˆæ€§çš„應å°èƒ½åŠ›ï¼Œå±•ç¾ä¼æ¥­åƒ¹å€¼ï¼Œèˆ‡é¡§å®¢ç”¢ç”Ÿæƒ…感上信任與滿æ„的連çµï¼›åœ¨åƒ…點é¤æ©Ÿçš„情境下，除了é‡è¦–點é¤æ©Ÿçš„效能外，也應é‡è¦–點é¤æ©Ÿçš„設置與外觀功能，促使顧客產生啟發使用動機的心情，在æ供的æœå‹™å±¤é¢ï¼Œä¹Ÿæ‡‰é‡è¦–客製化需求，以é”æˆä»¤äººæ»¿æ„的體驗；在åŒæ™‚具備兩種點é¤æ–¹å¼çš„情境下，應強化兩種點é¤æ–¹å¼å½¼æ­¤ç„¡æ³•è¢«å°æ–¹å–代的優勢，é€éŽäº’補的方å¼ï¼Œä½¿å¾—兩者能使整體點é¤é«”驗相輔相æˆã€‚

 

 

This study utilizes “Theory-Driven Approach†as the analysis method, with “General Framework of Customer Experience†and “Usability and User Experience Goals†to analyze the experiential context of two ordering methods. Based on theoretical similarities, the model is integrated and simplified, proposing a comprehensive experiential evaluation model. The shared experiential evaluation dimensions for both ordering methods are identified as “Emotional, Sensorial, Cognitive, and Pragmatic†components. Through the integrated model, it can be applied to analyze three ordering scenarios, providing a reference model for businesses to assess and enhance customer (user) experience.


關鍵詞


顧客體驗; 使用者經驗; 自助點餐機; 體驗評價模型; 口語分析法

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