Redesign of Glasses Customization Service Process Based on Analysis of Influencing Factors in Customer Purchase Decision-making Process

Based on the mapping relationship among customer demand, purchase decision-making process, and customization service process, the glasses customization service process was redesigned. From the customer's perspective, it focused on purchase tendency and post-purchase evaluation, which are two important parts of the purchase decision-making process. Through online comment crawling, questionnaire surveys, the influencing factors of glasses purchase decision-making were integrated into three dimensions of customer demand, glasses element, and purchase experience. Interpretation Structure Model was used to obtain the hierarchical relationship of these influencing factors. Compared with the traditional glasses service process, a customization service relationship network was proposed, which was driven by demand internally and by service externally. The redesigned glasses customization service process integrated the customer, designer, and manufacturer, guiding the improvement to glasses customization services and reference for the optimization to other products' customization service process.