Purpose

This research explores how to design service delivery systems to facilitate a customer experience that enables the realisation of prevention-oriented goals.

Design/methodology/approach

Case-based research is undertaken to inform the design of service delivery systems for prevention-oriented consumption goals. Data from multiple informants, from both the provider and customer perspective, in two in-depth case studies, provide empirical insights.

Findings

Drawing on customer and provider perspectives, a model of service design for prevention-oriented goals is presented. The model is informed through the identification of service delivery system characteristics (facility layout, staff service orientation, facility appearance and staff presence/appearance) and perceived experience quality dimensions (control, duration, privacy and reliability impressions) that contribute to the fulfilment of prevention-oriented consumption goals.

Practical implications

The research affirms that it is critical for organisations to comprehend the goals they want their service delivery systems to enable in the customer experience. Specific attention should be given to the design of facility layout, staff-service orientation, facility appearance, staff presence/appearance to positively impact perceived quality dimensions and to facilitate the realisation of customer prevention goals.

Originality/value

The main research contribution lies in the articulation of the design characteristics of the service delivery system that enables a customer experience supporting the fulfilment of prevention goals. The empirical study draws on both customer and organisational perspectives to identify prevention-oriented goals, and corresponding experience quality dimensions, to inform service delivery system design.

中文翻译：

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设计以预防为导向的目标的服务提供系统：两个案例研究的见解

目的

本研究探讨了如何设计服务交付系统以促进客户体验，从而实现预防导向的目标。

设计/方法论/途径

基于案例的研究旨在为服务提供系统的设计提供信息，以实现预防性消费目标。在两个深入的案例研究中，从提供商和客户的角度来看，来自多个信息提供者的数据提供了实证见解。

发现

借鉴客户和提供商的观点，提出了一种以预防为导向的目标的服务设计模型。该模型通过识别有助于实现预防的服务提供系统特征（设施布局、员工服务导向、设施外观和员工在场/外表）和感知体验质量维度（控制、持续时间、隐私和可靠性印象）来提供信息消费目标导向。

实际影响

研究证实，组织了解他们希望服务交付系统在客户体验中实现的目标至关重要。应特别注意设施布局、员工服务导向、设施外观、员工存在/外表的设计，以积极影响感知质量维度并促进实现客户预防目标。

原创性/价值

主要研究贡献在于阐明服务交付系统的设计特征，该系统能够提供支持实现预防目标的客户体验。该实证研究利用客户和组织的视角来确定以预防为导向的目标和相应的体验质量维度，为服务提供系统的设计提供信息。