Human Behavior Observation for Service Science

  • Haruhito MatsunamiEmail author
  • Aya Kubosumi
  • Kanako Matsumoto
Part of the Service Science: Research and Innovations in the Service Economy book series (SSRI)


In order to improve service productivity and suggest high-added value service experience, human behavior observation method is crucial to define the essential problems and potential needs. In this chapter, the human behavior observation for business applications is discussed through examples such as product design, event site design, salesperson skills, office work productivity, construction work operation, and hotelman’s memory skills.


Behavior observation Service science Service innovation Potential needs Ergonomics Psychology Ethnography 


  1. Kelley T (2005) The ten face of innovation. Currency/Doubleday, New YorkGoogle Scholar
  2. Matsunami H (2011) Introduction to behavior observation for businessmen. Kodansha, TokyoGoogle Scholar
  3. Sasser WE, Olsen RP, Wyckoff DD (1978) Management of services operations. Allyn & Bacon, BostonGoogle Scholar

Copyright information

© Springer Science+Business Media New York 2016

Authors and Affiliations

  • Haruhito Matsunami
    • 1
    Email author
  • Aya Kubosumi
    • 1
  • Kanako Matsumoto
    • 1
  1. 1.Osaka Gas Co., Ltd.OsakaJapan

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