以服務設計為休閒體驗型態的工藝教室評測服務品質：以懷德居木工實驗學校為例

Applying service design in measuring service quality for a leisure experiencing type of learning institute: Huai De Ju Woodworking School

陳明秀(M.-H. Mia Chen)；蔣克衍(Ke-Yen Chiang)；許言(Yen Hsu)；陳圳卿(Chun-Ching Chen)

服務設計 ； 工藝教室 ； 服務品質評測 ； Service Design ； Craft Studio ； Service Quality Measurement

設計研究學報

9期（2016 / 07 / 01）

35 - 49

繁體中文

近年來坊間出現了各種工藝教室，如：金工、木工、陶藝等，此類工藝教室創設宗旨培養學員將工藝作為休閒興趣，以提供休閒體驗服務為主，非一般以職能教授為目標的補習班。本研究擬從服務設計的概念與學理工具檢視此類型機構的服務品質，以懷德居木工實驗學校作為實際之研究案例，本研究討論議題包括：（1）定義本研究案例之工藝教室所提供之服務，係指提供給學員使用之硬體設備與軟體資源；（2）依據顧客旅程地圖將各項服務以時間軸分類為服務前、服務中與服務後；（3）確認服務品質缺口提出需求及待改進之處。期以本研究成果，作為同類型休閒體驗性質工藝教室服務品質評量檢測的起點。

In the past few years, different kinds of craft studios began to show up around Taiwan, such as metalworking, woodworking, and ceramic art, etc. Instead of helping on developing professional skills, these kinds of craft studios mainly aim to make hand crafting a leisure activity or a hobby for everyone and focus more on sharing the process of creating and the experience the beauty of crafting. These kinds of craft studios do not set their goal on professional skill training. This research is taking Huai De Ju Woodworking School as a case study to clarify the service encounters within it with the customer journey maps of service design first. The services that Huai De Ju Woodworking School provides are defined here in this research as the hardware equipment and the software resource that they provide the members; besides, each service is categorized based on the timeline into ＂pre-service,＂ ＂during-service,＂ and ＂post-service＂ according to the customer journey maps. With the outcome of this research, we hope to establish a starting point of quality measurement for other leisure experience type of craft studios.

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