A method for service failure effects analysis based on customer satisfaction

Abstract

Recently, the importance of service is widely accepted. Service Engineering that aims to design a service from the engineering viewpoint has been proposed. In order to achieve a successful service, service providers should maintain service quality and always satisfy their customers. To be specific, the provision of highly reliable service is essential. To realize highly reliable services it is important to minimize the occurrence of service failures. This paper proposes a method for analyzing service failure effects in the service design phase. Specifically, we define service failure and propose a procedure to analyze service failure effects with models that are proposed in Service Engineering. The proposed method is verified through its application to a nursing-care service. © 2013 Springer-Verlag Berlin Heidelberg.