数智技术驱动的服务设计研究综述  

Review of Digital Intelligence Technology-driven Service Design Research

作　　者：贾倩文 蔡蕊屹 柴春雷[3] 李泽 JIA Qianwen;CAI Ruiyi;CHAI Chunlei;LI Ze(Tianjin Tianshi College,Tianjin 301738,China;Faculty of Innovation and Design,City University of Macao,Macao 999078,China;Zhejiang University,Hangzhou 310027,China)

机构地区：[1]天津天狮学院,天津301738 [2]澳门城市大学创新设计学院,中国澳门999078 [3]浙江大学,杭州310027

出　　处：《包装工程》2024年第16期80-90,共11页Packaging Engineering

基　　金：浙江省“领雁”研发攻关计划项目(2023C01219)。

摘　　要：目的 对数智时代背景下技术驱动的服务设计研究进行综述。方法 采用文献回顾结合数理统计的 方法,以文献计量学为基础,利用关键词搜索法与文献可视化分析软件对知网数据库和 Web of Science 数据库中 2018-2023 年的文献进行抽取并进行可视化表现。结果 回顾了数智技术驱动的服务设计历史 演变及其表现形式;归纳了数智背景下的服务类型和影响因素;分析了数智驱动的服务流程重塑与工具 创新;梳理了数智技术驱动的服务模式创新并对数智技术背景下的服务设计研究进行了展望。结论 数 智技术的介入在重塑了服务设计的流程与工具的同时,其评价体系也随之发生改变。为了提高服务的效 率与娱教性,多模态数据和模块化理念被应用于服务设计领域中,基于虚拟现实技术的叙事型服务设计 正逐渐成为热点。The work aims to review the technology-driven service design research in the era of digital intelligence.Based on bibliometry,the method of literature review and mathematical statistics,the key word search method and the literature visualization analysis software were used to extract and visualize the literature from 2018 to 2023 in CNKI and Web of Science databases.The historical evolution and manifestations of service design driven by digital intelligence technology were reviewed.The service types and influencing factors under the background of digital intelligence were summarized.The service process reshaping and tool innovation driven by digital intelligence were analyzed.The service model innovation driven by digital intelligence technology was sorted out and the service design research under the back-ground of digital intelligence technology was prospected.When the digital intelligence technology reshapes the process and tool of service design,its evaluation system also changes.In order to improve the service efficiency and entertainment teaching,multi-modal data and modular concept have been applied in the field of service design,and the narrative service design based on virtual reality technology is gradually becoming a hot spot.

关 键 词：服务设计 数智服务 人智协同 服务评价 服务模式 

分 类 号：TB472[一般工业技术—工业设计]