Manufacturers at present face new circumstances, such as servicification of consumers’ behaviours and the seriousness of the environmental problems. An effective avenue is pursuing qualitative satisfaction rather than quantitative sufficiency. This paper aims at demonstrating the effectiveness of themethods and tools of Service Engineering (SE), including the service design process model, to increase the level of customer satisfaction. Redesign of a service offered by a hotel in Italy was taken as an example for application of methods and tools of SE. After the service was modeled by those methods and tools, five redesign options such as introducing various goods rental were generated. Through this, the effectiveness of SE is demonstrated.
Proposal of a Service Design Process Model Based on Service Engineering
PETTI, Luigia;RAGGI, Andrea
2006-01-01
Abstract
Manufacturers at present face new circumstances, such as servicification of consumers’ behaviours and the seriousness of the environmental problems. An effective avenue is pursuing qualitative satisfaction rather than quantitative sufficiency. This paper aims at demonstrating the effectiveness of themethods and tools of Service Engineering (SE), including the service design process model, to increase the level of customer satisfaction. Redesign of a service offered by a hotel in Italy was taken as an example for application of methods and tools of SE. After the service was modeled by those methods and tools, five redesign options such as introducing various goods rental were generated. Through this, the effectiveness of SE is demonstrated.I documenti in IRIS sono protetti da copyright e tutti i diritti sono riservati, salvo diversa indicazione.
