文化古蹟體驗空間設計與體驗價值之研究

文化古蹟已從保存思維轉為積極的活化經營，因此體驗空間的設計對於改善顧客體驗融合文化創意產業至關重要。文化古蹟的訪客數量逐年增加，過去研究指出實體環境的設計有助於提升顧客的服務體驗，文化古蹟如何通過服務設計和創新，提升顧客體驗，是文化古蹟產業需要面臨的重要課題。本研究以林百貨，金錦町為案例，將體驗空間和顧客體驗加入文化古蹟服務設計的討論中，透過質性研究以服務設計的觀點探討管理者和客戶如何透過共同的體驗空間完成價值創造並通過體驗策略模組來提升客戶的滿意度，將體驗價值和體驗空間加入文化古蹟服務設計的過程中，在管理方與顧客的互動中考慮了體驗空間設計的重要性。

關鍵字

文化古蹟；體驗空間；體驗價值；服務設計；文化創意產業

並列摘要

Cultural heritage have changed from conservation thinking to active activation management, so the design of experience space is crucial to improving customer experience and integrating cultural and creative industries. The number of visitors to cultural heritage is increasing year by year. Past studies have pointed out that the design of physical environment is conducive to improving customer service experience. How cultural heritage improve customer experience through service design and innovation is an important issue that the cultural monuments industry needs to face. This study takes Hayashi Department Store and Jinjin ding as examples, and adds experience space and customer experience to the discussion of cultural heritage service design. Through qualitative research, it discusses how managers and customers can achieve value creation through the common experience space and improve customer satisfaction through the experience strategy module from the perspective of service design. In the process of adding experience value and experience space to cultural heritage service design, the importance of experience space design is considered in the interaction between the management and customers.

並列關鍵字

Cultural heritage ； Experience space ； Experience value ； Service design ； Cultural and creative industries

參考文獻

林俊昇、林政佑、周恩頤（2016）。服務體驗管理：亞洲文獻回顧與未來研究方向。臺大管理論叢，26(2), 303-352。https://doi.org/10.6226/NTUMR.2016.MAR.25104-005

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Ng, W.-K. & Chen, C.-L. (2022). A Case Study of Service Design and Experience Innovation in Cultural Heritage Servicescap Take Tai Kwun and Hayashi Department Store as Examples. Journal of Heritage Management, 7(2), 200–221. https://doi.org/10.1177/24559296221118737

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