满足排队等候心理的服务设计分析  

Analysis of Services Design in Queuing and Waiting Psychology

作　　者：尹家鸣[1] 陶晋[1] 曹苗苗[1] 

机构地区：[1]北京科技大学,北京100083

出　　处：《包装工程》2014年第10期37-41,共5页Packaging Engineering

摘　　要：目的论述客户在等候各个阶段其心理诉求与行为过程的关系。方法以排队常见的3种心理诉求为启示,依据心理学知觉行动特征,将排队等候过程划分为前、中、后期三大阶段,通过实际案例,从认知心理学的角度对排队问题进行分析。结论等候的不同时间节点有不同的心理诉求,需要提供阶段性的服务,研究认知心理对服务设计有指导性的作用。Objective To discuss the relationship between customers′psychological needs and behavioral processes at different stages of waiting. Methods Inspired by three common types of mental state,based on cognitive psychology,the waiting process can be divided into three stages.Using practical cases,it analyzed the problem with cognitive psychology.Conclusion At different stages of waiting,customers have different psychological needs and companies need to provide periodic services.Cognitive psychology plays an important role for service design.

关 键 词：排队等候心理 服务设计 心理学 

分 类 号：TB472[一般工业技术—工业设计]