服务接触理论及其在信息系统研究中的应用与展望

目的/意义] 服务接触理论指出顾客与服务系统之间发生的服务接触是影响顾客满意度的关键因素，从而为人机交互领域的相关研究提供了全新视角的建模方案。方法/过程] 本文梳理了服务接触理论的缘起及其演化过程，并对该理论在信息系统领域的应用研究成果以及存在的缺陷进行述评，最后对服务接触理论的未来研究进行了展望。结果/结论] 针对目前的研究的局限性，未来的研究可以在研究情景、研究方法、研究内容等方面取得进展。

Service Encounter Theory and Its Application and Prospect in Information System

Purpose/Significance] Service encounter theory holds that the service encounter between customer and service system is the key factor affecting customer satisfaction,thus providing a new perspective modeling scheme for human-computer interaction research.Method/Process] This paper reviewed the origin and evolution of service encounter theory,summarized the results and shortcomings of existing research that based on service encounter theory.Finally,pointed out the emerging themes and promising areas for future research.Result/Conclusion] Facing the limitations of current research,future research could make progress in the research scenarios,research methods,and research content.