서비스 만족지수를 고려한 서비스 설계
On the Service Design Using Service Satisfaction Index
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This paper proposed a service satisfaction index in the service design. We utilize the service blueprint as the basic tool for the service process analysis, construct a service flow fishbone diagram which consists of the encounters representing the interaction between customer and service deliverer. To evaluate the service satisfactions of the service element a service satisfaction function is used. The service satisfaction function has the generic properties of the prospect theory with the probabilistic utility value in order to evaluate the service bundle which is constructed by tangible and intangible service elements. A numerical example using the A/S service of Electronic Co. is presented for the verification.
Abstract
This paper proposed a service satisfaction index in the service design. We utilize the service blueprint as the basic tool for the service process analysis, construct a service flow fishbone diagram which consists of the encounters representing the interaction between customer and service deliverer. To evaluate the service satisfactions of the service element a service satisfaction function is used. The service satisfaction function has the generic properties of the prospect theory with the probabilistic utility value in order to evaluate the service bundle which is constructed by tangible and intangible service elements. A numerical example using the A/S service of Electronic Co. is presented for the verification.
참고문헌 (20)
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