旧法新构:体验经济视角下数字文旅服务的需求探究  

Old Methodology and New Structure:Demand Exploration of Digital Cultural Tourism Services from the Perspective of Experience Economy

作　　者：王样 鄢莉 殷科 张浩 张峰 WANG Yang;YAN Li;YIN Ke;ZHANG Hao;ZHANG Feng(College of Fine Arts,Guangdong Polytechnic Normal University,Guangzhou,Guangdong,510665,China;School of Art and Design,Guangzhou College of Commerce,Guangzhou,Guangdong,511363,China;School of Design and Art,Tianjin Academy of Fine Arts,Tianjin,300141,China)

机构地区：[1]广东技术师范大学美术学院,广东广州510665 [2]广州商学院艺术设计学院,广东广州511363 [3]天津美术学院设计艺术学院,天津300141

出　　处：《家具与室内装饰》2025年第3期80-87,共8页Furniture & Interior Design

基　　金：教育部人文社会科学研究青年基金项目(24YJC760127);广东省普通高校青年创新人才类项目(2024WQNCX094);广东省教育科学规划课题(高等教育专项)(2024GXJK603);广东技术师范大学混合式一流课程培育项目(991700283)。

摘　　要：发展数字文旅是文旅产业高质量发展的重要着力点。然而,在文旅服务与科技融合发展过程中,容易陷入“重供给轻需求”和“唯技术论”误区,导致服务内容不尽人意。本文从顾客需求量化研究的角度,依据体验经济3S模型,探讨使用IPAKANO模型和潜在顾客满意度改善指数,对调查数字文旅服务需求和引导需求转化的作用。研究结果显示,本文提出的调查方法,可深入洞察与剖析数字文旅服务中的顾客满意、顾客损失、顾客惊喜和顾客悬念,可指导设计与创建顾客需求导向的数字文旅服务方案,继而推动数字文旅服务朝“内容为本、体验为王”的目标发展。A key driver for the high-quality growth of cultural tourism industry is the development of digital cultural tourism.However,it is simple to erroneously believe that“focusing on supply rather than demand”and“technology theory only”when integrating and developing technology into cultural tourism services,which leads to unsatisfactory service content.From the perspective of quantifying customer demands,this study adopts the 3S model of the experience economy to explore the function of IPA-KANO model and the Potential Customer Satisfaction Improvement Index in investigating the demand for digital cultural tourism services and guiding demand conversion.The findings demonstrate that the survey method presented in this paper can offer comprehensive insight and analysis of customer satisfaction,customer sacrifice,customer surprise,and customer suspense in digital cultural tourism services.It can also provide guidance for the development of customer demand-oriented service programs,which in turn can advance the goal of“content-based and experience focused”in developing digital cultural tourism services.

关 键 词：顾客需求 数字文旅服务 体验经济 调查方法 数字经济 

分 类 号：TS664.1[轻工技术与工程]