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
This is a preview of subscription content, log in to check access.
Kelley T (2005) The ten face of innovation. Currency/Doubleday, New YorkGoogle Scholar
Matsunami H (2011) Introduction to behavior observation for businessmen. Kodansha, TokyoGoogle Scholar