Exploration Of Mobile Dining Car Service Design Based On Service Contact

The mobile dining car in our country is restricted by the construction of urban civilization,which has been in a relatively backward state for a long time,but we have to admit that the social significance of the mobile dining car could not be underestimated.With the rapid development of society,the catering forms in our country are more and more abundant.In recent years,the exploration of major catering enterprises in the mobile dining car,and some regions adopt policies to encourage and support the mobile dining car has brought good news for the development of mobile dining car.The research of mobile dining car service design takes operators and customers as the objects to be served at the same time,which can provide more business opportunities for operators,provide better services for customers,so that solve the conflict between mobile dining car and urban development.This paper will take the office workers as the target customers for research,to explore the mobile dining car service system for the office workers.The research of this paper is based on the service contact theory.By analyzing the research results of the service contact theory and contact point identification,the existing service contact theory model is sorted out,and the contact types,contact identification methods and contact visualization tools are summarized.On this basis,the service contact model of "the operator and the customer as the system center,the two are jointly served" is summarized as the theoretical basis of the design research.For the research on mobile dining cars and their related parties,follow-up observation methods,participation observation methods,user interviews,etc.are used to understand the pain points and emotions of users in the service process,and the user journey map is produced to analyze and deal with the pain points of users,finally transforming and sorting out the needs.The design analysis of the mobile dining car service system adopts the fuzzy KANO method to produce design strategies to guide the design.The design of the system is mainly manifested as software products and hardware products.The operation of the mobile dining car service system is presented in the form of service system diagram and service blueprint.In the evaluation stage,based on the PZB service quality gap model,the SERVQUAL scale applicable to the mobile dining car system was revised to evaluate 22 indicators from five dimensions,including visibility,reliability,responsiveness,assurance and empathy.The design cognition walkthrough method is combined to help users perceive the service quality,so as to obtain the gap between users’ expected service quality and perceived service quality of the mobile dining car service system,and verify the feasibility and effectiveness of the service system.