Journal of Korean Society of Industrial and Systems Engineering (산업경영시스템학회지)

Society of Korea Industrial and System Engineering (한국산업경영시스템학회)
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On the Service Design Using Service Satisfaction Index

서비스 만족지수를 고려한 서비스 설계

  • Kim, Jun-Hong (Dept. of Industrial Information Engineeing, The University of Suwon)
  • 김준홍 (수원대 산업정보공학과)
  • Published : 2008.09.30
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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.

Keywords

References

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