角色互动视阈下服务系统的角色扮演策略研究

Role-playing Strategy of Service System in the Perspective of Role Interaction

中文关键词: 角色互动理论  服务设计  设计策略

英文关键词: role interaction  service design  design strategy

中文摘要:

      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。

英文摘要:

      Based on the research of role interaction theory, it proposes the corresponding strategies for service design from the perspective of role-play in dealing with user-service relationship. Through the analysis of the characteristics of service system, it finds out that the interactive relationship between service system and users can be interpreted by role interaction theory. The exist applications of role theory to user-service relationship are mainly focused on understanding user's role, but few on role-playing of the service system. Through analogy and case study, it proposes 3 strategies respectively from 3 phases of role-playing which are role determination, role performance and role construction, that is users' expectation management and empowerment in role determination; unified role in role performance; multiple emotional value and social relations in role construction, which provides the reference for the service system design.