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A Customers’ Value Model for Sustainable Service Design

[+] Author Affiliations
Koji Kimita, Yoshiki Shimomura

Tokyo Metropolitan University, Hino, Tokyo, Japan

Yohei Yoshimitsu, Tamio Arai

University of Tokyo, Tokyo, Japan

Paper No. DETC2008-49564, pp. 77-85; 9 pages
  • ASME 2008 International Design Engineering Technical Conferences and Computers and Information in Engineering Conference
  • Volume 5: 13th Design for Manufacturability and the Lifecycle Conference; 5th Symposium on International Design and Design Education; 10th International Conference on Advanced Vehicle and Tire Technologies
  • Brooklyn, New York, USA, August 3–6, 2008
  • Conference Sponsors: Design Engineering Division and Computers in Engineering Division
  • ISBN: 978-0-7918-4329-1 | eISBN: 0-7918-3831-5
  • Copyright © 2008 by ASME


To solve the current environmental problems, it is necessary to reconsider the current mass production paradigm and create products of higher value, based largely on knowledge and service content, to compensate for volume reduction under the concept of dematerialization. On the basis of this concept, we propose a new engineering discipline to examine services called ‘Service Engineering’. Service Engineering aims to provide services that generate high customer satisfaction. To achieve this, we have developed methods that allow service designers to design and evaluate the design solution from the viewpoint of the customer. However, customers’ criteria for evaluating services are easily affected by the quality of service that they receive. To ensure a successful relationship with customers, it is necessary to take into account changes in the customers’ criteria in the design stage. From the marketing side, on the other hand, several approaches have been utilized to ascertain such changes. This paper applies the methods proposed from the marketing perspective to service elements from the engineering design perspective. Furthermore, we propose a model to express the changes in a customer’s evaluation criteria that are brought about by the quality of service that the customer received. The proposed method is verified through its application to a practical case.

Copyright © 2008 by ASME



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