Abstract
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.
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© 2007 Springer-Verlag Berlin Heidelberg
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Matsunami, H. (2007). Service Science: Applications of Observation to Real World Business. In: Stephanidis, C. (eds) Universal Access in Human-Computer Interaction. Applications and Services. UAHCI 2007. Lecture Notes in Computer Science, vol 4556. Springer, Berlin, Heidelberg. https://doi.org/10.1007/978-3-540-73283-9_103
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DOI: https://doi.org/10.1007/978-3-540-73283-9_103
Publisher Name: Springer, Berlin, Heidelberg
Print ISBN: 978-3-540-73282-2
Online ISBN: 978-3-540-73283-9
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