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http://dx.doi.org/10.9708/jksci.2013.18.2.165

Development of the Job Mapping Diagram for a Service Design  

Oh, Hyung-Sool (Dept. of Industrial and Management Engineering, Kangwon National University)
Yoo, Jung-Sang (Dept. of Industrial and Management Engineering, Gachon University)
Publication Information
Journal of the Korea Society of Computer and Information / v.18, no.2, 2013 , pp. 165-174 More about this Journal
Abstract
Depending on point of view, a service can be defined as interactions between customers and service providers or service delivery processes or customer's experiences. To develop and design a new service, the most of approaches presented in the previous researches represent a service mainly by the interactive activities or functions between customers and providers. The critical features of services which differentiate services from physical products are the inseparability that production and consumption occur at the same time and the heterogeneity that each customer ask their requirements to providers. To reflect the characteristics on the service model, we have to include contextual features in the service model. For the purpose, we define a service as the process of solving the customer's problems and a service is structured into three components: contacts, informations, and activities. We suggest the job mapping diagram to model a service process by the three components and then apply it to a hotel service process and compare the result with it of a blueprint.
Keywords
Service Design; S-D Logic; Blueprint; Functional Analysis; Job Mapping Diagram;
Citations & Related Records
Times Cited By KSCI : 2  (Citation Analysis)
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