在勞力密集的時代裡，店家傾向提供成本考量、經濟實惠的產品與服務，而這些產品與服務卻未必能切合消費者的需求，隨著經濟體的發展由製造導向轉至服務導向，人們的消費不再只注重產品本身，而必須讓服務更有效率的幫助顧客解決需求。本研究為特別以「ＤＩＹ烘焙活動」之新興產業模式作為研究對象，目的以詮釋結構模式分析ＤＩＹ烘焙活動中各進行步驟間的關係，並建立出ＤＩＹ烘焙活動內容的關聯構造階層圖，以提供活動規劃者理想的執行概念圖，研究結果將應用於實際店家，再根據顧客的實測結果加以分析並整理，判斷顧客在進行ＤＩＹ烘焙活動的問題是否獲得改善。
根據以上的實驗結果，本研究提出「兩階段之顧客分流策略」、「硬體設備標示策略」、「顧客主動尋求技術協助策略」、「置物空間編號策略」、「材料調換之顧客分流策略」等五項策略，並歸納出「員工親切度會直接影響問題數多寡」、「高專業度步驟可由工作人員代勞」、「實體標示之改善問題效果最好」、「需建立顧客數多時的應變措施」、「解決第一次來顧客之問題將有助吸引新客源」、「簡化問題數多之流程有助減少問題」等六項結論，經顧客訪談與店長回饋證實，這些解決策略確實能有效解決幾乎所有DIY烘焙活動中之使用性問題。

In an age of labor intensive, stores tend to provide cost-effective, affordable products and services that are not necessarily tailored to the needs of consumers. As the economy develops from manufacturing to service orientation, consumption of people no longer only focuses on the product itself, and also make the service more efficient to help customers solve their needs. This study is based on the emerging industry model of "DIY Baking Activity". The purpose is to analyze the relationship between each step in the DIY baking activity by the Interpretive Structural Modeling, and to establish the associated structural hierarchy diagram of the DIY baking activity content to provide The activity planner's ideal concept map.The research results will be applied to the real store, and then analyzed and sorted according to the customer's actual measurement results to determine whether the customer's problem of DIY baking activities has been improved.

Based on the above experimental results, this study proposes five strategies ,that are"two-stage customer diversion strategy" , "hardware equipment identification strategy", "customer initiative seeking technical assistance strategy", "storage space numbering strategy", "material exchange customer diversion strategy" . It is also concluded that "employee affinity will directly affect the number of problems","professional steps can be done by staff"," physical labeling has the best effect of the improvement", "need to establish contingency measures when the number of customers is large", " Solving the problem of the first customer visit will help attract new customers, "simplifying the steps causing more problems will reducethe number the problems". Customer interviews and the owner of the store confirmed that these solutions can effectively solve the usage problems in almost all DIY baking activities.

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