Using Service Design Thinking to Improve the Transportation Service of Shared Electric Scooters in Tourism Scenario

Shao Yu Lee; Hsien Hui Tang

doi:10.1007/978-3-030-78645-8_62

Using Service Design Thinking to Improve the Transportation Service of Shared Electric Scooters in Tourism Scenario

Shao Yu Lee, Hsien Hui Tang^*

^*Corresponding author for this work

National Taiwan University of Science and Technology

Research output: Chapter in Book/Report/Conference proceeding › Conference contribution › peer-review

1 Scopus citations

Abstract

Taiwan's shared electric scooters suppliers enjoy a bigger market share by offering tourism service to boost the number of users and rental rate. However, they are concerned about maintaining service differentiation and sustainable development to enhance customer loyalty and satisfaction. This study aims to explore the possibility of excellent service. First, we take GoShare, a provider of shared electric scooters in Taiwan, as the research object, and use the regression analysis method to determine the key driving forces affecting NPS, and then use the interview method to determine the problem. Finally, we propose and verify the concept of optimized shared electric scooters tourism service. This study provides a case study on developing new service experience by transportation companies based on service design thinking. It helps companies find the key factors affecting customer loyalty and satisfaction through quantitative and qualitative methods to reference companies' strategy formulation and implementation.

Original language	English
Title of host publication	HCI International 2021 - Posters - 23rd HCI International Conference, HCII 2021, Proceedings
Editors	Constantine Stephanidis, Margherita Antona, Stavroula Ntoa
Publisher	Springer Science and Business Media Deutschland GmbH
Pages	489-497
Number of pages	9
ISBN (Print)	9783030786441
DOIs	https://doi.org/10.1007/978-3-030-78645-8_62
State	Published - 2021
Externally published	Yes
Event	23rd International Conference on Human-Computer Interaction, HCII 2021 - Virtual, Online Duration: 24 07 2021 → 29 07 2021

Publication series

Name	Communications in Computer and Information Science
Volume	1421
ISSN (Print)	1865-0929
ISSN (Electronic)	1865-0937

Conference

Conference	23rd International Conference on Human-Computer Interaction, HCII 2021
City	Virtual, Online
Period	24/07/21 → 29/07/21

Bibliographical note

Publisher Copyright:
© 2021, Springer Nature Switzerland AG.

Keywords

Driving force
NPS
Service design
Shared electric scooters
Tourism experience design

Access to Document

10.1007/978-3-030-78645-8_62

Cite this

Lee, S. Y., & Tang, H. H. (2021). Using Service Design Thinking to Improve the Transportation Service of Shared Electric Scooters in Tourism Scenario. In C. Stephanidis, M. Antona, & S. Ntoa (Eds.), HCI International 2021 - Posters - 23rd HCI International Conference, HCII 2021, Proceedings (pp. 489-497). (Communications in Computer and Information Science; Vol. 1421). Springer Science and Business Media Deutschland GmbH. https://doi.org/10.1007/978-3-030-78645-8_62

Lee, Shao Yu ; Tang, Hsien Hui. / Using Service Design Thinking to Improve the Transportation Service of Shared Electric Scooters in Tourism Scenario. HCI International 2021 - Posters - 23rd HCI International Conference, HCII 2021, Proceedings. editor / Constantine Stephanidis ; Margherita Antona ; Stavroula Ntoa. Springer Science and Business Media Deutschland GmbH, 2021. pp. 489-497 (Communications in Computer and Information Science).

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title = "Using Service Design Thinking to Improve the Transportation Service of Shared Electric Scooters in Tourism Scenario",

abstract = "Taiwan's shared electric scooters suppliers enjoy a bigger market share by offering tourism service to boost the number of users and rental rate. However, they are concerned about maintaining service differentiation and sustainable development to enhance customer loyalty and satisfaction. This study aims to explore the possibility of excellent service. First, we take GoShare, a provider of shared electric scooters in Taiwan, as the research object, and use the regression analysis method to determine the key driving forces affecting NPS, and then use the interview method to determine the problem. Finally, we propose and verify the concept of optimized shared electric scooters tourism service. This study provides a case study on developing new service experience by transportation companies based on service design thinking. It helps companies find the key factors affecting customer loyalty and satisfaction through quantitative and qualitative methods to reference companies' strategy formulation and implementation.",

keywords = "Driving force, NPS, Service design, Shared electric scooters, Tourism experience design",

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note = "Publisher Copyright: {\textcopyright} 2021, Springer Nature Switzerland AG.; 23rd International Conference on Human-Computer Interaction, HCII 2021 ; Conference date: 24-07-2021 Through 29-07-2021",

year = "2021",

doi = "10.1007/978-3-030-78645-8_62",

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Lee, SY & Tang, HH 2021, Using Service Design Thinking to Improve the Transportation Service of Shared Electric Scooters in Tourism Scenario. in C Stephanidis, M Antona & S Ntoa (eds), HCI International 2021 - Posters - 23rd HCI International Conference, HCII 2021, Proceedings. Communications in Computer and Information Science, vol. 1421, Springer Science and Business Media Deutschland GmbH, pp. 489-497, 23rd International Conference on Human-Computer Interaction, HCII 2021, Virtual, Online, 24/07/21. https://doi.org/10.1007/978-3-030-78645-8_62

Using Service Design Thinking to Improve the Transportation Service of Shared Electric Scooters in Tourism Scenario. / Lee, Shao Yu; Tang, Hsien Hui.
HCI International 2021 - Posters - 23rd HCI International Conference, HCII 2021, Proceedings. ed. / Constantine Stephanidis; Margherita Antona; Stavroula Ntoa. Springer Science and Business Media Deutschland GmbH, 2021. p. 489-497 (Communications in Computer and Information Science; Vol. 1421).

Research output: Chapter in Book/Report/Conference proceeding › Conference contribution › peer-review

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AU - Tang, Hsien Hui

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N2 - Taiwan's shared electric scooters suppliers enjoy a bigger market share by offering tourism service to boost the number of users and rental rate. However, they are concerned about maintaining service differentiation and sustainable development to enhance customer loyalty and satisfaction. This study aims to explore the possibility of excellent service. First, we take GoShare, a provider of shared electric scooters in Taiwan, as the research object, and use the regression analysis method to determine the key driving forces affecting NPS, and then use the interview method to determine the problem. Finally, we propose and verify the concept of optimized shared electric scooters tourism service. This study provides a case study on developing new service experience by transportation companies based on service design thinking. It helps companies find the key factors affecting customer loyalty and satisfaction through quantitative and qualitative methods to reference companies' strategy formulation and implementation.

AB - Taiwan's shared electric scooters suppliers enjoy a bigger market share by offering tourism service to boost the number of users and rental rate. However, they are concerned about maintaining service differentiation and sustainable development to enhance customer loyalty and satisfaction. This study aims to explore the possibility of excellent service. First, we take GoShare, a provider of shared electric scooters in Taiwan, as the research object, and use the regression analysis method to determine the key driving forces affecting NPS, and then use the interview method to determine the problem. Finally, we propose and verify the concept of optimized shared electric scooters tourism service. This study provides a case study on developing new service experience by transportation companies based on service design thinking. It helps companies find the key factors affecting customer loyalty and satisfaction through quantitative and qualitative methods to reference companies' strategy formulation and implementation.

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Lee SY, Tang HH. Using Service Design Thinking to Improve the Transportation Service of Shared Electric Scooters in Tourism Scenario. In Stephanidis C, Antona M, Ntoa S, editors, HCI International 2021 - Posters - 23rd HCI International Conference, HCII 2021, Proceedings. Springer Science and Business Media Deutschland GmbH. 2021. p. 489-497. (Communications in Computer and Information Science). doi: 10.1007/978-3-030-78645-8_62

Using Service Design Thinking to Improve the Transportation Service of Shared Electric Scooters in Tourism Scenario

Abstract

Publication series

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Bibliographical note

Keywords

Access to Document

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Cite this