価値関数モデルを用いたサービスの設計・評価のための顧客意思決定シミュレーション手法(<小特集>第18回設計工学・システム部門講演会)

概要

論文の詳細を見る
Recently, a new academic field, "service engineering" has been very actively investigated. However, there are few effective software tools to simulate and evaluate services designed based on the concept of service engineering. In the past, the authors proposed a service flow simulation method using scene transition nets (STN) which is a graphic modeling and simulation method for discrete-continuous hybrid system. However, this method cannot simulate complex service flows including customers' decision-making. This method cannot simulate customers' behaviors which are described as follows: (1) How do customers behave when service providers give them a number of options in their service? (2) Do customers select designed services when there are some competing services? It is essential to simulate above customers' behaviors in order to evaluate designed services. Nowadays, it turned out that mechanism of reinforcement learning concerns behavioral selections of customers. In this paper, the authors propose to develop decision-making processes models of customers and to simulate customers' behaviors and service flows by using reinforcement learning models and STN. This paper shows the usefulness of proposal simulation models by using some examples and describes the authors' observations about the experimental results.
社団法人日本機械学会の論文
2009-08-25