产品服务系统与服务设计研究综述

doi:10.19722/j.cnki.1008-7729.2020.0213

北京邮电大学学报(社会科学版) ›› 2020, Vol. 22 ›› Issue (5): 61-73.doi: 10.19722/j.cnki.1008-7729.2020.0213

产品服务系统与服务设计研究综述

程希（1988—），女，山西太原人，讲师，硕士

北京邮电大学数字媒体与设计艺术学院，北京100876

收稿日期:2020-08-03 出版日期:2020-10-30 发布日期:2020-11-06
作者简介:程希（1988—），女，山西太原人，讲师，硕士
基金资助:
中央高校基本科研业务费专项资金资助项目（2019RC35）

Review of Research on Product Service System and Service Design

School of Digital Media and Design Arts, Beijing University of Posts and Telecommunications,
Beijing 100876, China

Received:2020-08-03 Online:2020-10-30 Published:2020-11-06

摘要/Abstract

摘要： 在梳理产品服务系统和服务设计的起源、概念、研究现状与方法的基础上，针对二者关注重点的不同，基于设计思维、系统整合与系统元素三个侧重点梳理产品服务系统设计方法，基于以人为中心、用户体验和共同创造三个侧重点梳理服务设计方法。研究发现，两者在概念、实质、目的、利益相关者和价值等方面都有一定区别：产品服务系统作为企业的一种创新商业策略，为客户提供产品与服务整合后的功能，优化系统流程，有助于企业提升竞争力；服务设计作为一种以人为中心的整合式设计方法，强调利益相关者间的交互行为与共同创造，为用户提供连续缜密的服务体验，进而达到价值共创。两者也可相互借鉴：将用户体验纳入产品服务系统中考量，有助于在系统流程中更完整地满足用户需求；而服务设计在后续执行中可借鉴产品服务系统开发方法，使其概念得以有效实施。

关键词: , 服务, 产品服务系统, 服务设计, 利益相关者, 价值

Abstract: The backgrounds, concepts, research status and methods of product service system (PSS) and service design (SD) are analyzed. PSS methods are presented according to three points including design thinking, system integration and system elements; SD methods are also revealed by three points including human-centered methods, user-experience and co-creation. The research shows that the differences between PSS and SD lie in concept, essence, purpose, stakeholder and value, etc. As an innovative business strategy, PSS gives integrated functions, optimizes system process and enhances enterprises’ competitiveness; SD is a human-centered integrated design method, which emphasizes interactive behavior and co-creation among stakeholders, and brings customers continuous service experience and value. Furthermore, PSS and SD can also learn from each other. That’s to say, taking user experience into consideration of PSS can help meet users’ requirement better while SD can learn the development method from PSS and implement its concept.

Key words: , service, product service system, service design, stakeholders, value

中图分类号:

F719

程希. 产品服务系统与服务设计研究综述[J]. 北京邮电大学学报(社会科学版), 2020, 22(5): 61-73.

CHENG Xi . Review of Research on Product Service System and Service Design[J]. Journal of Beijing University of Posts and Telecommunications(Social Sciences Edition), 2020, 22(5): 61-73.

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产品服务系统与服务设计研究综述

Review of Research on Product Service System and Service Design

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产品服务系统与服务设计研究综述

Review of Research on Product Service System and Service Design

可视化

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参考文献 ［66］

相关文章 15

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