觀光茶廠服務藍圖之研究-以南投縣茶二指故事館為例

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Title:	觀光茶廠服務藍圖之研究-以南投縣茶二指故事館為例 A Study on the Service Blueprint of the Tours of Tea Factory -Taking the Nantou County Tea Erzhi Story Museum as an Example
Authors:	李震東 LEE, CHEN-TUNG
Contributors:	休閒與遊憩管理學系
Keywords:	服務藍圖;茶二指故事館 Service Blueprint;The Story About Finger & Tea
Date:	2022-08-22
Issue Date:	2022-10-28 07:43:57 (UTC+0)
Publisher:	亞洲大學
Abstract:	茶二指故事館服務主要著重三個面向：服務的理念、服務本質，最後是服務的溫度；因此基於服務藍圖的初步探索，需重視服務人員與顧客間的互動模式，與消費者預期的傳遞過程。以服務接觸說明茶二指故事館對於接待服務場景之應用服務劇場設計之概念，本研究概念以透過了解業者的經營狀況，並繪製業者服務藍圖，以提供未來業者作為提升觀光服務品質，完成以下研究目的：認識茶二指故事館現況發展、瞭解業者服務藍圖面向、以服務藍圖為工具繪製茶二指故事館服務供給與使用流程、描繪出茶二指故事館劇場舞台的前台、後台。本研究歸納在服務藍圖的建議中，與顧客接觸點即是關鍵時刻，為了提高顧客興趣，享受在茶二指故事館教學或體驗的樂趣，以親身故事敘事法，接觸茶葉的過程，如何以興趣結合工作，返鄉經營紮根，故事起點在於種種經歷及體驗。與顧客的接觸點是生活敘事，引起喝茶的共鳴方式。茶葉老闆的故事、助理演繹、茶葉沖煮及教學流程。茶葉特性、種植技巧、烘焙溫度及火力配置是焙茶體驗的知能分享。 The Story About Finger & Tea mainly focuses on three aspects: the concept of service, the essence of service, and finally the temperature of service; therefore, based on the preliminary exploration of the service blueprint, it was necessary to pay attention to the interaction mode between service personnel and customers, and the delivery of consumer expectations. Used service contact to illustrate the concept of service theater design in the application of the Story About Finger & Tea Museum to the reception service scene, this research concept was based on understanding the operation status of the operator and drawing a service blueprint for the operator to provide future operators as a way to improve the quality of tourism services. Complete the following Research purposes: To understand the current development of the Story About Finger & Tea Museum, understand the orientation of the service blueprint of the industry, usedd the service blueprint as a tool to draw the service supply and used process of the Story About Finger & Tea Museum, and describe the front and backstage of the Story About Finger & Tea Museum's theater stage.This research summarizes the recommendations of the service blueprint, and the point of contact with customers was the key moment. The point of contact with the customer is the narrative of life, the way that resonates with drinking tea. The story of the tea owner, assistant interpretation, tea brewing and teaching processs.
Appears in Collections:	[Department of Leisure and Recreation Management] Theses & dissertations

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