Service analysis for service design process formalization based on service engineering

被引：0

作者：

Boyonas, Mark Ismael ^{[1
]}

Hara, Tatsunori ^{[1
]}

Arai, Tamio ^{[1
]}

Shimomura, Yoshiki ^{[2
]}

机构：

[1] Univ Tokyo, Grad Sch Engn, Dept Precis Engn, Tokyo, Japan

[2] Tokyo Metropolitan Univ, Grad Sch Engn, Dept Syst Design, Tokyo, Japan

来源：

ADVANCES IN LIFE CYCLE ENGINEERING FOR SUSTAINABLE MANUFACTURING BUSINESSES | 2007年

关键词：

task analysis; service encounter; service engineering; service design process;

D O I：

10.1007/978-1-84628-935-4_27

中图分类号：

X [环境科学、安全科学];

学科分类号：

08 ; 0830 ;

摘要：

Previous research has proposed a novel approach in dealing with services; we have called this new field service engineering. But difficulties in converting actual service activities into service engineering models have been encountered. These difficulties were caused by the absence of concrete and detailed method in analyzing service operations. Thus, a detailed method of analyzing service activities is proposed to formalize the framework necessary to make analyzing service activities easier. The framework for analyzing service activities is based on the phases of the service encounter as well as the method of hierarchical task analysis.

引用

页码：155 / +

页数：2

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