Research on Influencing Factors of Service Interactive Experience of Digital Gas Station—The Case from China
A series of digital marketing transformations have been carried out at Chinese gas stations. From the perspective of user experience, the article discovers the problems in the digital service system of gas stations. Through semi-structured interviews, we collect consumers’ actual usage of digital eq...
| Main Authors: | , |
|---|---|
| Format: | Article |
| Language: | English |
| Published: |
MDPI AG
2021-08-01
|
| Series: | Journal of Theoretical and Applied Electronic Commerce Research |
| Subjects: | |
| Online Access: | https://www.mdpi.com/0718-1876/16/6/120 |
| _version_ | 1797518524710649856 |
|---|---|
| author | Fang Li Younghwan Pan |
| author_facet | Fang Li Younghwan Pan |
| author_sort | Fang Li |
| collection | DOAJ |
| description | A series of digital marketing transformations have been carried out at Chinese gas stations. From the perspective of user experience, the article discovers the problems in the digital service system of gas stations. Through semi-structured interviews, we collect consumers’ actual usage of digital equipment and service systems. The research adopts grounded theory to encode qualitative data. The behavioral state and psychological needs of consumers in the driving situation are analyzed. The study clarifies the influence of consumer behavior status, service context process, key task difficulty, and service information visualization on service experience. The discovery of service problems in turn help to further optimize the digital service system. The constructed SITE model clarifies the key factors of user experience in the gas station scenario. The research findings can provide a theoretical reference and practical guidance for gas station business owners, managers, and designers. |
| first_indexed | 2024-03-10T07:30:39Z |
| format | Article |
| id | doaj.art-215393a2859e4a27ab317cb0725eede3 |
| institution | Directory Open Access Journal |
| issn | 0718-1876 |
| language | English |
| last_indexed | 2024-03-10T07:30:39Z |
| publishDate | 2021-08-01 |
| publisher | MDPI AG |
| record_format | Article |
| series | Journal of Theoretical and Applied Electronic Commerce Research |
| spelling | doaj.art-215393a2859e4a27ab317cb0725eede32023-11-22T13:52:00ZengMDPI AGJournal of Theoretical and Applied Electronic Commerce Research0718-18762021-08-011662151216910.3390/jtaer16060120Research on Influencing Factors of Service Interactive Experience of Digital Gas Station—The Case from ChinaFang Li0Younghwan Pan1School of Design and Art, Henan University of Technology, Zhengzhou 450001, ChinaDepartment of Smart Experience Design, Kookmin University, Seoul 02707, KoreaA series of digital marketing transformations have been carried out at Chinese gas stations. From the perspective of user experience, the article discovers the problems in the digital service system of gas stations. Through semi-structured interviews, we collect consumers’ actual usage of digital equipment and service systems. The research adopts grounded theory to encode qualitative data. The behavioral state and psychological needs of consumers in the driving situation are analyzed. The study clarifies the influence of consumer behavior status, service context process, key task difficulty, and service information visualization on service experience. The discovery of service problems in turn help to further optimize the digital service system. The constructed SITE model clarifies the key factors of user experience in the gas station scenario. The research findings can provide a theoretical reference and practical guidance for gas station business owners, managers, and designers.https://www.mdpi.com/0718-1876/16/6/120gas station digital serviceuser experienceinfluencing factorgrounded theory |
| spellingShingle | Fang Li Younghwan Pan Research on Influencing Factors of Service Interactive Experience of Digital Gas Station—The Case from China Journal of Theoretical and Applied Electronic Commerce Research gas station digital service user experience influencing factor grounded theory |
| title | Research on Influencing Factors of Service Interactive Experience of Digital Gas Station—The Case from China |
| title_full | Research on Influencing Factors of Service Interactive Experience of Digital Gas Station—The Case from China |
| title_fullStr | Research on Influencing Factors of Service Interactive Experience of Digital Gas Station—The Case from China |
| title_full_unstemmed | Research on Influencing Factors of Service Interactive Experience of Digital Gas Station—The Case from China |
| title_short | Research on Influencing Factors of Service Interactive Experience of Digital Gas Station—The Case from China |
| title_sort | research on influencing factors of service interactive experience of digital gas station the case from china |
| topic | gas station digital service user experience influencing factor grounded theory |
| url | https://www.mdpi.com/0718-1876/16/6/120 |
| work_keys_str_mv | AT fangli researchoninfluencingfactorsofserviceinteractiveexperienceofdigitalgasstationthecasefromchina AT younghwanpan researchoninfluencingfactorsofserviceinteractiveexperienceofdigitalgasstationthecasefromchina |