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Published in:
2014 | OriginalPaper | Chapter
Development of an Evaluation Approach for Customer Service Interaction Models
Authors : Hisashi Masuda, Wilfrid Utz, Yoshinori Hara
Published in: Knowledge Science, Engineering and Management
Publisher: Springer International Publishing
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In today’s service economy, the evaluation of interaction between service providers and different consumer segments/target groups is an important topic. In context-sensitive settings, the service provider adapts the interaction with the consumer by selecting a fitting design pattern, also including mechanisms for validation and evaluation. In current service evaluation models, the extraction of dynamic characteristics of consumers poses a challenge, as simplification of methods for externalization of patterns is needed to enable an improved understanding of consumer types. The paper at hand aims for a contribution on visualization of the service interaction for each consumer type/pattern supported. A prototypical visualization approach has been implemented using meta-modelling concepts and technologies as an realization environment, validated in case studies from the food service industry.