Inquiry into serviceprocesses from the perspective of 'steps'

Ryoichi Tamura, Akihiro Honda

研究成果: Chapter in Book/Report/Conference proceedingConference contribution

抄録

In this paper, our aim is to initiate research into service design by first understanding the current state of service processes. We study investigates and analyzes a wide range of service cases from the perspective of 'steps', without referring to such things as the properties or evaluations of the users. We then consider the utility of this perspective. Here, 46 types of existing services are targeted and process steps are extracted according to, for example, changes in the medium by which the service is provided. Successive steps are evaluated according to 5 items and 16 categories for changes in medium, and cluster analysis is performed according to quantification theory type III to classify changes between steps. Relations between this analysis and existing notification methods are also examined. Because we targeted a wide range of service cases and we were unable to touch upon such things as the properties and evaluations of users, we were only able to consider these issues in broad terms, but we believe that we have been able to hint at the importance of the perspective of 'steps' for future considerations of service processes.

本文言語英語
ホスト出版物のタイトルProceedings of the 19th International Conference on Engineering Design
ホスト出版物のサブタイトルDesign for Harmonies, ICED 2013
ページ71-78
ページ数8
4 DS75-04
出版ステータス出版済み - 2013
イベント19th International Conference on Engineering Design, ICED 2013 - Seoul, 大韓民国
継続期間: 8 19 20138 22 2013

その他

その他19th International Conference on Engineering Design, ICED 2013
国/地域大韓民国
CitySeoul
Period8/19/138/22/13

All Science Journal Classification (ASJC) codes

  • モデリングとシミュレーション
  • 工学(その他)
  • 産業および生産工学

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