Research on Discrete Service Process Optimization

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Author(s): Jing Wang (Beihang University, China)and Chengcheng Luo (Beihang University, China)
Copyright: 2014
Pages: 29
Source title: Progressive Trends in Knowledge and System-Based Science for Service Innovation
Source Author(s)/Editor(s): Michitaka Kosaka (Japan Advanced Institute of Science and Technology, Japan)and Kunio Shirahada (Japan Advanced Institute of Science and Technology, Japan)
DOI: 10.4018/978-1-4666-4663-6.ch009

Keywords: Business & Management / Business Science Reference / Electronic Services / Electronic Services & Service Science

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Abstract

The discrete service process is a new concept that contains a series of related events in chronological order. During the service process, customers experience a series of service encounters and each event may contribute to the overall evaluation of the service. In this chapter, firstly, a new definition of discrete service process is described and the Sequential Incident Technique (SIT) is applied to analyze the discrete service process of a famous Chinese restaurant – Hai Di Lao Hot Pot. Then, two methods are used to optimize the discrete service process. One is the Revised Kano model, which combines attribute-based methods with incident-based methods; the other is eye-tracking experiments based on customer-experienced utility. Finally, improvements are suggested based on the research conclusion.

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