Development of an Evaluation Approach for Customer Service Interaction Models
Development of an Evaluation Approach for Customer Service Interaction Models
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DOI：
10.1007/978-3-319-12096-6_14
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发表时间：
2014-10
期刊：
影响因子：
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通讯作者：
H. Masuda;W. Utz;Y. Hara
中科院分区：
文献类型：
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作者：
H. Masuda;W. Utz;Y. Hara
在当今的服务经济中，评价服务提供者与不同消费群体之间的互动是一个重要的课题。在上下文敏感的设置中，服务提供者通过选择合适的设计模式（还包括验证和评估机制）来调整与使用者的交互。在当前的服务评估模型中，消费者动态特征的提取是一个挑战，因为需要简化模式外部化的方法，以便更好地理解消费者类型。本文旨在对所支持的每种消费者类型/模式的服务交互可视化做出贡献。使用元建模概念和技术作为实现环境，实现了一种原型可视化方法，并在食品服务行业的案例研究中得到验证。
In today’s service economy, the evaluation of interaction between service providers and different consumer segments/target groups is an important topic. In context-sensitive settings, the service provider adapts the interaction with the consumer by selecting a fitting design pattern, also including mechanisms for validation and evaluation. In current service evaluation models, the extraction of dynamic characteristics of consumers poses a challenge, as simplification of methods for externalization of patterns is needed to enable an improved understanding of consumer types. The paper at hand aims for a contribution on visualization of the service interaction for each consumer type/pattern supported. A prototypical visualization approach has been implemented using meta-modelling concepts and technologies as an realization environment, validated in case studies from the food service industry.