A method for service failure effects analysis based on customer satisfaction

  • Authors:

  • Yusuke Kurita;Koji Kimita;Kentaro Watanabe;Yoshiki Shimomura

  • Affiliations:

  • Dept. of System Design, Tokyo Metropolitan University, Tokyo, Japan;Dept. of Management Science, Tokyo University of Science, Tokyo, Japan;Center for Service Research, National Institute of Advanced Industrial Science and Technology, Tokyo, Japan;Dept. of System Design, Tokyo Metropolitan University, Tokyo, Japan

  • Venue:
  • HCI'13 Proceedings of the 15th international conference on Human Interface and the Management of Information: information and interaction for learning, culture, collaboration and business - Volume Part III
  • Year:
  • 2013

Quantified Score

Hi-index 0.00

Visualization

Abstract

Recently, the importance of service is widely accepted. Service Engineering that aims to design a service from the engineering viewpoint has been proposed. In order to achieve a successful service, service providers should maintain service quality and always satisfy their customers. To be specific, the provision of highly reliable service is essential. To realize highly reliable services it is important to minimize the occurrence of service failures. This paper proposes a method for analyzing service failure effects in the service design phase. Specifically, we define service failure and propose a procedure to analyze service failure effects with models that are proposed in Service Engineering. The proposed method is verified through its application to a nursing-care service.