スキルシェアサービス設計を支援する顧客モデリング手法の提案

抄録

Skill-sharing services have a potential for fostering regional development and mutual aid within the community through residents’ social participation. Despite the growing social demand for skill-sharing services, there are still few cases to utilize individuals' knowledge, skills, and other intellectual assets. In order to widely diffuse skill-sharing services, it is necessary to clarify customer’s circumstances (motivations and barriers to use services) and reflect on the service design process. However, there is a lack of knowledge and practical method on customer analysis of skill-sharing services. This study thus proposes a customer analysis model to support skill-sharing service design. To this end, this paper derives motivations and barriers of customers in skill-sharing services through a systematic literature review of extant researches related to customer research in the sharing economy and empirical analysis of actual skill-sharing service. The proposed model’s applicability is demonstrated by application to a pilot survey with university students. The application result revealed that skill-provider emphasized economic, social, and self-realizationally motivations and skill-user have strong economic motivations. This result will contribute to designing service content to be provided by skill-sharing services aligning with target customers’ preference and feature.