This paper describes service evaluation method After a structure of service are explained, the service design are shown concretely. A structure of service consists of 4 factors of environment, machine, customer and employee. The relationship of customer versus environment, machine, and service employee are defined. The structure of service design is constructed based on 5 factors: service organization system, service design concept, interaction between customers and service employees / machine, produced good service quality and increased service productivity. Finally the two service design evaluation methods based on above-mentioned service items are proposed. The one is evaluated from viewpoint of customer's expectation and evaluation. The another one is the checklist consisted of seven questionnaires. © 2011 Springer-Verlag Berlin Heidelberg.
CITATION STYLE
Yamaoka, T. (2011). A proposal of service design evaluation method. In Lecture Notes in Computer Science (including subseries Lecture Notes in Artificial Intelligence and Lecture Notes in Bioinformatics) (Vol. 6776 LNCS, pp. 153–159). https://doi.org/10.1007/978-3-642-21753-1_18
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