良好的顧客間互動有助提升顧客滿意度和回訪意願，然而既有研究缺少以服務設計視角切入，提出顧客間互動服務之執行建議。本研究選擇雙北國民運動中心健身房作為研究個案，因為場館對大眾開放，聚集了各種類型的顧客，也有許多新手在此入門健身運動，然而場館缺少新手友善的服務，適合作為顧客間互動研究之切入點。
本研究旨在提出基於「健身實體場域」建立「顧客間互動服務」之服務設計方法，以期作為規劃顧客間互動服務之參考。研究流程包含「服務設計過程」與「個案反思過程」兩部分：首先完成「促進實體場域之顧客間互動服務」的服務設計個案；接著分析設計過程，討論設計過程的特色和執行建議。
「服務設計過程」分為問題解析、概念迭代、場域驗證三個階段。在問題解析階段，運用服務設計工具分析脈絡，收斂出五項顧客間互動之服務設計方向。在概念迭代階段，邀請健身者參與共創工作坊，模擬顧客間互動。在場域驗證階段，健身者參與實體場域測試活動，進而整理出測試結果。
在「個案反思過程」有三個面向的探討：討論「共創工作坊」與「場域測試」兩項服務設計方法，應用於顧客間互動服務之發現與執行建議；總結顧客間互動之服務設計建議；訪談健身產業從業人員，評估顧客間互動服務之價值。
本研究對於健身產業、顧客間互動服務研究及服務設計領域三方皆有貢獻。對於健身產業，彰顯健身產業發展顧客間互動服務之機會點與價值；對於顧客間互動研究領域，落實學術理論於健身產業之服務設計個案；對於服務設計領域，發展出模擬互動的參與式設計過程。

Good customer-to-customer (C2C) interaction helps increase customer satisfaction and retention. However, the existing research lacks suggestions on the implementation of C2C interactive services from the perspective of service design. This study selected the gymnasiums of several Civil Sports Centers in Taipei City as the research case. These venues are open to the public, so the gym gathers various types of customers. There are many novices who are getting started in fitness, but the venue lacks novice-friendly, which is suitable as an entry point for research on C2C interaction.
The purpose of this research is to propose a service design method based on the physical field of fitness to establish C2C interaction service, in order to serve as a reference for planning similar types of services. The research process consists of two parts: the "service design process" and the "case reflection process". First, this research completed a service design case that promotes C2C interaction services in the physical field; after that, it analyzed the design process and discussed design features and implementation suggestions.
The service design process was divided into three stages: problem analysis, concept iteration, and field evaluation. In the problem analysis stage, we use service design tools to analyze the context and converge the five service design directions for C2C interaction. In the concept iteration stage, gym customers were invited to participate in co-creation workshops to simulate C2C interaction. In the field evaluation stage, gym customers participated in physical field test activities, and then we sorted out the test results.
In the process of case reflection, there are three discussions: (1) the finding and implementation suggestions of applying the two service design methods, "co-creation workshop" and "field test" to C2C interaction service; (2) the summary of service design suggestions for C2C interaction; (3) the value evaluation of C2C interaction service through interviews with practitioners in the fitness industry.
This research has contributed to the fields of fitness industry, C2C interaction service research and service design. For the fitness industry, it demonstrates the opportunity and value of the development of C2C interaction services for the fitness industry. For the C2C interaction service research, it applies academic theories to service design cases in the fitness industry. For the service design field, it has developed a participatory design process that simulates C2C interaction.

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唐⽞輝（2019年1⽉28⽇）。新服務設計的內涵。取⾃：https://medium.com/ditl/%E6%96%B0%E6%9C%8D%E5%8B%99%E8%A8%AD%E8%A8%8 8%E7%9A%84%E5%85%A7%E6%B6%B5-31f2319588a4