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Erschienen in:
2007 | OriginalPaper | Buchkapitel
Proposal of a Measuring Method of Customer’s Attention and Satisfaction on Services
verfasst von : Yohei Yoshimitsu, Koji Kimita, Tatsunori Hara, Yoshiki Shimomura, Tamio Arai
Erschienen in: Advances in Life Cycle Engineering for Sustainable Manufacturing Businesses
Verlag: Springer London
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Now a day, with the emerging growth of the service industry, manufacturing companies are convinced that their products must be strengthened with service. Thus, we have developed a new discipline called Service Engineering that aims to produce a novel method to design service from an engineering viewpoint. In this paper, the authors propose an evaluation model that enables service designers to measure receivers’ satisfaction. The authors proposed the “Satisfaction — Attribute Value Function” as an evaluation model that suits man’s behavior. Applying to an example, the result of our method had richer information than the result of conjoint analysis.