受給者視点によるサービスの提供プロセスの構造解析手法(<小特集>第18回設計工学・システム部門講演会)

概要

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Research on traditional service marketing can be divided into two types: characteristic-based approach and activity-based approach. In order to develop an engineering methodology for services, these two approaches should be utilized in such methodology. This paper aims to present a method for analyzing structures of service processes described in the modeling method the authors have proposed. It uses three indices of service delivery process according to customer satisfaction elements: (1) visibility to receiver, (2) interactivity with receiver, and (3) degree of receiver participation. Through an application case study, it is found that the method can indicate the features of services, and contribute to acquirement of clues for improving services. Furthermore, the relationship between the indices and four well known characteristics of services are discussed in this paper.
社団法人日本機械学会の論文
2009-08-25