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| Title: | 微感創新：從機上服務實踐看空服員的情緒雕塑
Micro-Affective Innovation: Emotional Crafting by Flight Attendants in In-Flight Service Practice |
| Authors: | 郭潔
Kuo, Chieh |
| Contributors: | 蕭瑞麟
Hsiao, Ruey-Lin
郭潔
Kuo, Chieh |
| Keywords: | 服務創新
顧客體驗
情緒雕塑
情境實踐
微感創新
Service innovation
Customer experience
Emotional crafting
Situated practice
Micro-affective innovation |
| Date: | 2025 |
| Issue Date: | 2025-09-01 16:05:57 (UTC+8) |
| Abstract: | 服務創新在導入現場後經常出現需求失準，根本原因在於服務設計忽略第一線實踐者的調度智慧。此現象說明制度設計難以對應現場實況，服務創新在執行中因此面臨突發挑戰與限制。過往研究多聚焦於制度規劃或情緒感受，較少討論服務實踐者的現場應變智慧。為此，本研究旨在闡釋「微感創新」，說明服務者如何在制度張力中轉化摩擦，創造情緒價值。本研究分析三項機上服務旅程——基礎服務、機上餐飲、免稅品銷售，觀察空服員如何在制度框架內彈性應對。理論上，本文提出三項貢獻：從預設旅程轉向現場創新、從情緒價值轉向情緒雕塑、從顧客觀感轉向實踐者視角。實務上，本研究歸納出五項微感原則，說明服務設計如何支持即時判斷與現場修補。本研究指出，創新不應侷限於預設的服務藍圖，而在於實踐者如何展開情緒雕塑。服務的本質不只是流程效率，更是共感的創造——由微小行動，成就深刻感動。
Service innovations often misalign with operational realities because designers overlook the adaptive intelligence of frontline practitioners. This disconnect exposes how institutional frameworks struggle to accommodate the complexities of real-world service delivery, creating unexpected implementation barriers. While existing research examines institutional planning and emotional responses, it neglects the improvisational wisdom that service practitioners deploy in interactions. This study introduces “micro-emotional innovation” to reveal how service providers transform institutional friction into emotional value. We examine three in-flight service contexts—basic services, in-flight catering, and duty-free sales—analyzing how cabin crew navigate institutional constraints through adaptive responses. Our theoretical contributions reframe service innovation research in three ways: from predetermined customer journeys to emergent practice-based innovation, from static emotional value to dynamic emotional shaping, and from customer-centric to practitioner-centered perspectives. Practically, we distill five micro-emotional principles that demonstrate how service design can enable real-time judgment and contextual adaptation. Our findings challenge the primacy of predetermined service blueprints, positioning emotional crafting as the core mechanism through which practitioners create value. Service transcends operational efficiency to become an exercise in cultivating empathy—where nuanced gestures forge meaningful human connections. |
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| Description: | 碩士
國立政治大學
科技管理與智慧財產研究所
112364104 |
| Source URI: | http://thesis.lib.nccu.edu.tw/record/#G0112364104 |
| Data Type: | thesis |
| Appears in Collections: | [科技管理與智慧財產研究所] 學位論文
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