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Published in:
2017 | OriginalPaper | Chapter
A Proposal of the Emotion Hierarchy Diagram for Designing the Service Processes
Authors : Nanami Shimazaki, Yasuharu Nishi, Michiko Tsubaki
Published in: Serviceology for Smart Service System
Publisher: Springer Japan
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Abstract
This paper proposes a method to design emotion-based service processes by decomposing highly abstract emotions into detailed emotions. First, we propose an Emotion Hierarchy Diagram (EHD) to decompose abstract emotions into detailed emotions and organize them for identifying and designing specific service processes. The identification steps for creating EHDs are listed. Further, we propose how to use the EHD for deriving service elements. Further, this study verifies whether the proposed EHD can derive service elements for high-quality emotions. We examine where individual differences appear in the EHD, and we find that these differences appear in the axes. Additionally, using statistical tests, we verify whether the service elements for high quality were listed when the EHDs are drawn in both cases, i.e., when the axes were fixed and when they were not.