Research on contactless service based on touchpoint changes in the post-pandemic era
The COVID-19 pandemic has profoundly changed people's lifestyles and consumption habits,and the demand for contactless services stimulated by the pandemic has brought new changes to all walks of life. In order to explore new changes,contactless services in the post-pandemic era are studied. Based on the theory of touchpoints,the conditions and background of the emergence of no-touch services are fully considered,and the changes in no-touch services are analyzed through the case study method,starting from the two dimensions of the number and form of touchpoints. The exploration concludes that the changes are mainly due to two aspects,namely,the transformation of user needs and the development of the digital economy. Contactless services are redefined and their classification is elaborated from different perspectives,and then three basic characteristics of contactless services are outlined:higher safety,more stable service experience,and higher standardization. The research can provide certain theoretical references for the development of contactless services in the post epidemic era.
contactless servicetouchpointservice designuser studypost-pandemic era
NETL
NSTL
万方数据
