Original methodology of service science, that combines three methods (obtaining service data using ergonomics methods, analyzing service data using statistical methods, improving service using information technology) was constructed. Service science approach was implemented for interactions with customers such as daily life observation, shopping behavior observation, and talk analysis, and for employee's nonroutine tasks, such as gas pipe construction work observation. The service science methodology improves customer satisfaction and employee satisfaction by improving productivity and safety of the work. © Springer-Verlag Berlin Heidelberg 2007.
CITATION STYLE
Matsunami, H. (2007). Service science: Applications of observation to real world business. In Lecture Notes in Computer Science (including subseries Lecture Notes in Artificial Intelligence and Lecture Notes in Bioinformatics) (Vol. 4556 LNCS, pp. 951–960). Springer Verlag. https://doi.org/10.1007/978-3-540-73283-9_103
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