Unlocking the Power of ChatGPT and AI in Testing - A Real-World Look, present...
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Gamification applied to Service Industry
1. Subject : Service Industry over Gamification Theory.
Presented by Arnold
2. Contents
โข
โข
โข
โข
SAPS model in Game & Service Industry
Ranking applied in Service
Importance of first one minute
Reputation / attention in
game&organization
โข Results
โข Reference
3. SAPS model in Game
โข Status =
Comparative position in relationship with
other gamers.
Ex) Level, Badge
โข Access =
Accessibility that only a few player can
approach to specific event.
Ex) Only high level players
can enter the gate
โข Power =
An authority that player can do
something unique action.
Ex) One player can manage the forum instead of operator
(Player just have a self-pride to be the operator)
โข Stuff =
Not only physical compensation but also
substantial value that it has.
Ex) Free โice cream kingโ title badge
4. SAPS model applied in Service Industry
โข Status =
Starbucks โmembership cardโ
(Depends on visiting
frequency, different card)
โข Access =
Short line in Ski slope.
(VIP Season members can
go to โshort lineโ and donโt
have to wait that long)
โข Power =
Best driversโ traffic order service
Ex) They work with no profit but the pride
โข Stuff = At Cafรฉ.
Free coffee when visiting on Birthday
(Low cost - > High feeling of reward)
5. Ranking in Game
โข We all live in competitive society. We have an instinct to do โbetterโ
than โothersโ.
โข Ranking sometimes shows the outcome of the people.(How many
level / item did players got). It makes the players want to do better
than others.
Ranking in Service
Customers are attracted by these kind of promotions. However, actual โRewardโ is
really a small thing. Inexpensive, minor opportunity cost for organizations. But people
want to be โBest of the monthโ. This idea is based on โRankingโ.
6. Importance of first 1 minute in game
โข Many game systems try to make the players to sign up before
even players get to know the game.
โข However, if players get to know what the system is about, and if it
is interesting enough, they would automatically sign up.
โข In short, First 1 minute is very important to โAttractโ.
Importance of first 1 minute in service
โข Service / Game both are not a โPhysical productโ.
= >canโt be seen, canโt be touched (Intangible)
As so, โShowingโ the โIntangibleโ product is important.
โข Ex) In hotels
Expectation
Nice lobby
===>
Nice room
7. Reputation / Attention in Game
โข For the players who are โAchievementโ & โKillersโ
type, Gaining reputation and attention in game is very
important.
โข Ex) Playerโs information(ID/Character) displayed on
the main page(or server)
โข By one action, player can gain reputation. It doesnโt
have to be in a calm and orderly way.
โข Giving the Self-esteem to player can maintain the
player, and attract new players.
8. Reputation / Attention in industry
โข Service industries are interdependence with โReputationโ.
โข Reputation is one of the most powerful variable that can โshowโ and
ensure the corporateโs product.
โข There are non-profit organizations that only work for public good
(reputation). Instead, they get much more valuable results.
Ex) IOC(International Olympic Committee) Exists for public good.
โข In game also, Not only reputation does maintain the player to keep
play the game, But also it gives much more valuable results to
player.
Ex) Hardcore gamer acquires reputation and be a pro-gamer.
No one can easily be the pro-gamer if โReputationโ is not
โDisplayedโ
9. Results
โข As we reviewed, Organizationโs strategies /
Promotions / Managements are based on
โGame theoryโ
โข Game theories are also applied to
War, Psychology, Industry, Tourism, etc.
โข It is important to understand in which else we
can apply this theory in order to โattractโ
people for (Public good / Revenue /
Reputation / R&D / etc).