本研究所關切的議題為，當服務已被良好的設計出來後，為了不辜負這個被良好設計的服務，該怎麼使用它，進而能為所有重要關係人帶來最大的利益，特別是在資源有限的動態情境中。因此，我們將研究問題著眼於服務的傳遞過程中。現有的研究已回答了服務該如何被傳遞，但卻缺少了該在什麼時候，傳遞怎樣的服務才能發揮該服務的功效，帶來預期的好處(例如，贏得顧客滿意度及延續公司競爭力)。於是，本研究試圖提出一以模糊認知圖為基礎架構並考量顧客的心理狀態的服務分派機制，以期在如此動態且資源有限的情境下，能觀測當時的情境變化，透過管理顧客的期望與情緒，做出即時且適當服務分派決策，進而在對的時間針對對的人做對的服務。也就是冀望這樣一個顧客心理狀態的管理過程，能夠使得顧客感到滿意的可能性提高，並有助於所有重要關係人達成其目的，創造整個服務生態體系的平衡。考慮到會展服務即為一動態且資源有限的服務應用情境，本研究將以會展服務做為例子，加以描述整個研究的內容。 / There are already some researches providing the answer to how to deliver services but the issue “when to deliver which service” is still not so clear. Especially under the dynamic and resource-limited situation, bringing the effectiveness of each service into full play and allocating them appropriately to earn the most benefits are imperatives for service providers to keep both service quality and competitiveness. Therefore, the FCM-based mental-driven service dispatcher proposed here tries to pull service receivers’ mental information in to make real-time service deployment decisions which are capable of achieving each stakeholder’s purposes and satisfying service receivers. With the mental information – expectation and emotion, we are given a hand to do the right things at the right time to the right person by building up such a customer- mentality-centric service dispatching system.

隨著文化創意產業的興起，傳統的宗教信仰如何結合數位互動科技，以輔助參與者加深對宗教信仰文化的理解與體驗，是數位內容產業值得研究的議題。月下老人是華人傳統信仰中的姻緣之神。本研究因此將針對月老文化內容，設計一多人互動體驗情境，以探究月老文化內容以傳統和數位化的形式呈現，對參與者體驗感受的影響程度。 在設計研究方法上，包括創作概念發想以及互動裝置雛型實作兩部分。首先透過文獻探討，歸納出互動體驗設計原則，接著針對月老文化進行數位化設計與互動體驗流程設計，並以Unity 3D遊戲引擎結合Kinect體感科技與Android系統平台，實作一數位化月老文化互動體驗情境，以兩大體驗主題：數位化月老之參拜體驗與體感互動之繡球牽線等情境，以呈現月老文化創意設計概念。 針對參與者對月老文化內容的理解程度與體驗感受，進行問卷與訪談分析後發現，本研究設計之互動體驗情境能有效提昇參與者對文化內容起源與意義的理解。再以Schmitt 提出之策略體驗模組（Strategic Experiential Modules, SEMs）進行分析，發現此體驗情境皆有助於提昇參與者於感官、情感、思考、行動、關聯體驗的感受程度與認同感，進而創造深刻的互動體驗感受。最後，期望此互動體驗情境的設計過程與雛形的實作經驗，能轉移到同性質的文化體驗情境設計的應用上，並提供建議給後續研究做參考。 / With the advent of the cultural and creative industry, it is worth to investigate the integration of traditional religious culture with the interactive technology to improve the participants' understanding of culture. The Matchmaker, the old man of the moonlight, is the god of marriage and love in Chinese traditional religious culture. In the thesis, the design of a multiplayer interactive experiential environment for the integration of the Matchmaker culture with the interactive technology is investigated and developed to improve the participants’ experience. For the design methodology, the creative concept design is performed and the interactive device prototyping is implemented. We draw out the related interaction design principles and used Unity 3D game engine along with the Kinect somatosensory Technology and Android platform to implement the Matchmaker interactive environment. Two themes of the developed environment are the digital prayer experience of the Matchmaker and the interactive embroidered ball throwing. To evaluation the user experience of the developed environment, the questionnaire analysis and interviews are performed based on the Schmitt’s strategic experiential modules. The result showed that the developed environment can enhance the participants' understanding of the culture of the Matchmaker and improve participants’ perception and recognition towards the experience of sensing, feeling, thinking, acting and relating.