Service evaluation method for managing uncertainty

Abstract

A service is mainly produced by human capabilities and their interaction, and therefore, the process for the service production includes a lot of uncertainties caused by human factors. In order for service organizations to cope with these uncertainties, in this study, the concept of the modular architecture is applied to the service organization. Especially, this study proposes a method to determine teams consisting of human resources based on the concept of the modular service organization. The effectiveness of this method is demonstrated by the application to a hotel service. © 2013 Springer-Verlag Berlin Heidelberg.