因應近年來社會少子化、高齡化的趨勢，寵物從功能性動物轉變成情感需求的寵物伴侶，促進消費需求，掀起了寵物商機。其中發展出來一項寵物照護服務業，就是寵物旅館。 寵物旅館從早期簡陋且簡單的關籠照護，如今演變成提供精緻空間及專業服務的寵物旅館，將消費者寵物擬人化的心理趨勢發揮到最大化。但在經營寵物旅館上，現有文獻較少分析業者如何提升用戶體驗，例如業者必須具備哪些條件、人才和軟硬體資源；服務流程上該如何設計；服務上的體驗有哪些會影響消費者的選擇等細節也較少討論。因此本研究藉由四個寵物旅館業者個案的深度訪談，再以服務體驗相關理論及商業模式來加以分析，以了解寵物旅館如何提升用戶體驗，如何將寵物旅館的經營與服務更優化。透過個案分析，本研究發現，目前台灣寵物旅館的經營模式主要是朝向兩個方向運作：大者恆大；小而美之寵物旅館則向精緻專業化方向發展。本研究並進一步提出，寵物旅館應更加重視寵物擬人化的趨勢與服務體驗的結合；寵物旅館的服務應朝更精緻專業且深入的方向前進，提升寵物照護的服務高度。

In response to the recent trends of declining birth rates and population aging, pets have transitioned from functional animals to emotionally-driven companions, stimulating consumer demand and creating opportunities in the pet industry. One such service that has emerged is pet hotels. From their early days of simple and rudimentary care facilities, pet hotels have evolved into sophisticated establishments providing refined spaces and professional services, capitalizing on the consumer trend of anthropomorphizing pets. However, there is limited literature analyzing how pet hotel operators can enhance user experience. For instance, there is scarce discussion on the necessary requirements, talent, and resources for operators, the design of service processes, and the specific factors influencing consumer choices in terms of service experience. Therefore, this study conducts in-depth interviews with four pet hotel operators and analyzes their practices through the lens of service experience theories and business models. The objective is to understand how pet hotels can improve user experience and optimize their management and services. Through case analysis, this study reveals that the current operating models of pet hotels in Taiwan primarily fall into two categories: large-scale establishments that continue to expand and smaller, boutique pet hotels that pursue specialization and refinement. Additionally, this study proposes that pet hotels should place greater emphasis on integrating the trend of anthropomorphizing pets with service experience. Furthermore, pet hotels should strive for higher levels of refinement, professionalism, and depth in their services to enhance the quality of pet care.

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