As the society matures, customer requirements have become more varied. Services have been attracting increasing attention from industry and academic field as an effective mean to satisfy such varied customer requireme...As the society matures, customer requirements have become more varied. Services have been attracting increasing attention from industry and academic field as an effective mean to satisfy such varied customer requirements. In order to make a profit, it is important for companies to build and maintain long-term relationships with customers. Therefore, service providers should maintain their service quality and always satisfy their customers. To realize highly reliable product or services, in general, it is an effective approach to prevent failures from occurring in the use phase. Therefore, it is necessary that analysts identify the factors that could cause service failure and take appropriate measures against the target failure factor in advance. However, service failure factors are varied compared to physical products because service failures occur due to uncertainty elements such as human factors. In this study, we aim to enable service analysts to identify the critical failure factor from a number of failure factors. To achieve this, we identify complex failure factors and relationships among them from the viewpoint of the field where the service provided. This paper proposes a method for structuring the causal sequence between service failure factors by using a method of system modeling.展开更多
文摘As the society matures, customer requirements have become more varied. Services have been attracting increasing attention from industry and academic field as an effective mean to satisfy such varied customer requirements. In order to make a profit, it is important for companies to build and maintain long-term relationships with customers. Therefore, service providers should maintain their service quality and always satisfy their customers. To realize highly reliable product or services, in general, it is an effective approach to prevent failures from occurring in the use phase. Therefore, it is necessary that analysts identify the factors that could cause service failure and take appropriate measures against the target failure factor in advance. However, service failure factors are varied compared to physical products because service failures occur due to uncertainty elements such as human factors. In this study, we aim to enable service analysts to identify the critical failure factor from a number of failure factors. To achieve this, we identify complex failure factors and relationships among them from the viewpoint of the field where the service provided. This paper proposes a method for structuring the causal sequence between service failure factors by using a method of system modeling.
