Service science: Applications of observation to real world business

被引：0
作者：
Matsunami, Haruhito [1 ]
机构：
[1] Osaka Gas Co Ltd, Informat & Commun Syst Dept, Chuo Ku, Osaka 5410046, Japan
来源：
Universal Access in Human-Computer Interaction: Applications and Services, Pt 3, Proceedings | 2007年
关键词：
service science; observation; customer satisfaction; human behavior;
D O I：
暂无
中图分类号：
TP18 [人工智能理论];
学科分类号：
081104 ; 0812 ; 0835 ; 1405 ;
摘要：
Original methodology of service science, that combines three methods (obtaining service data using ergonomics methods, analyzing service data using statistical methods, improving service using information technology) was constructed. Service science approach was implemented for interactions with customers such as daily life observation, shopping behavior observation, and talk analysis, and for employee's nonroutine tasks, such as gas pipe construction work observation. The service science methodology improves customer satisfaction and employee satisfaction by improving productivity and safety of the work.
引用
收藏
页码：951 / 960
页数：10
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