An Evaluation Method for Service in the Point of Customers' View
An Evaluation Method for Service in the Point of Customers' View
复制标题
顾客视角的服务评价方法
DOI：
10.1109/icsssm.2006.320580
复制
发表时间：
2006
期刊：
影响因子：
--
通讯作者：
Y. Shimomura
中科院分区：
文献类型：
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作者：
Yohei Yoshimitsu;T. Hara;Tamio Arait;Y. Shimomura
为了重新考虑当前的大规模生产模式，并使产品具有更多的附加值，我们需要新的工程方法来关注服务，而不仅仅是功能，称为“服务工程”。服务工程旨在为服务提供实用的设计方法。到目前为止，我们提出了服务的模型和描述方法，并提供了一个原型的服务CAD系统，使服务设计者能够描述，评估和模拟服务的计算机上。然而，从顾客的角度进行评价的方法，这需要在候选人之间进行比较，到目前为止还没有。另外，虽然在市场营销、工程设计等领域中已经讨论了一些价值评估的方法，但这些方法并不能代表价值的高低。本文旨在提出一种新的服务评价方法，利用服务的可测量属性值来定量地指出顾客的满意度
To reconsider the current mass production paradigm and to make products have more added values, we need new engineering methods to focus on services, rather than just functions, called "service engineering". Service engineering aims to provide practically usable design methods for service. Until now, we proposed models and description methods for service and offered a prototype of service CAD system that enables service designers to describe, evaluate and simulate services on computer. However, evaluation method by the viewpoint of customer, which needed for making a comparison between candidates, is not available so far. Moreover, although there are some methods to evaluate value are discussed in existing field like Marketing and Engineering, they could not represent degrees of value. This paper aims at proposing a novel method to evaluate service and to point out customers' satisfaction quantitatively by using measurable attribute value of service