Abstract
Previous research has proposed a novel approach in dealing with services; we have called this new field service engineering. But difficulties in converting actual service activities into service engineering models have been encountered. These difficulties were caused by the absence of concrete and detailed method in analyzing service operations. Thus, a detailed method of analyzing service activities is proposed to formalize the framework necessary to make analyzing service activities easier. The framework for analyzing service activities is based on the phases of the service encounter as well as the method of hierarchical task analysis.
This is a preview of subscription content, log in via an institution to check access.
Access this chapter
Tax calculation will be finalised at checkout
Purchases are for personal use only
Preview
Unable to display preview. Download preview PDF.
8 References
T. Arai and Y. Shimomura, 2004, Proposal of Service CAD System-A Tool for Service Engineering-. Annals of the CIRP, 53/1, (ISSN 1660-2773):397–400.
Watanabe Kentaro et. al., 2005, Development of a Service CAD System based on Service Engineering (14th Report), In Proceedings of 2005 Spring Session of the Japan Society for Precision Engineering: 187–188.
Watanabe Kentaro, 2004, Service Design Aid based on a Service Design Process Model, Masters Thesis the University of Tokyo: 57–68.
Boyonas, M.V., Arai, T., Shimomura, Y., Hara, T., 2006, Development of Service CAD System based on Service Engineering (31th report) — Procedure of Service Analysis using Service Engineering, 107–108.
Annet, J., Stanton, N.A., Stammers, R.B., Gray, M.J. 1971, task Analysis, Department of employment Training Information Paper 6. HMSO, London.
Bitran, G. and Pedrosa L., 1998, A Structured Product Development Perspective for Service Operations, European Management Journal, 16/2: 169–189.
Stanton, N., 2006, Hierarchical task analysis: Developments, applications, and extensions, Applied Ergonomics, 37/1:55–79.
Author information
Authors and Affiliations
Editor information
Editors and Affiliations
Rights and permissions
Copyright information
© 2007 Springer-Verlag London Limited
About this paper
Cite this paper
Boyonas, M.I., Hara, T., Arai, T., Shimomura, Y. (2007). Service Analysis for Service Design Process Formalization based on Service Engineering. In: Takata, S., Umeda, Y. (eds) Advances in Life Cycle Engineering for Sustainable Manufacturing Businesses. Springer, London. https://doi.org/10.1007/978-1-84628-935-4_27
Download citation
DOI: https://doi.org/10.1007/978-1-84628-935-4_27
Publisher Name: Springer, London
Print ISBN: 978-1-84628-934-7
Online ISBN: 978-1-84628-935-4
eBook Packages: EngineeringEngineering (R0)