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Service Failure Effects Analysis Based on Customer Perspective

[+] Author Affiliations
Yusuke Kurita, Yoshiki Shimomura

Tokyo Metropolitan University, Hino, Tokyo, Japan

Koji Kimita

Tokyo University of Science, Tokyo, Japan

Kentaro Watanabe

National Institute of Advanced Industrial Science and Technology, Tokyo, Japan

Paper No. DETC2013-13663, pp. V004T05A010; 9 pages
  • ASME 2013 International Design Engineering Technical Conferences and Computers and Information in Engineering Conference
  • Volume 4: 18th Design for Manufacturing and the Life Cycle Conference; 2013 ASME/IEEE International Conference on Mechatronic and Embedded Systems and Applications
  • Portland, Oregon, USA, August 4–7, 2013
  • Conference Sponsors: Design Engineering Division, Computers and Information in Engineering Division
  • ISBN: 978-0-7918-5591-1
  • Copyright © 2013 by ASME


Recently, service has been recognized as an effective means to enhance customer satisfaction. The importance of service is widely accepted. Based on this background, the authors of this paper have conducted conceptual research on service design from the engineering perspective. This research series is called “Service Engineering.” In order to achieve a successful service, service providers should maintain service quality and always satisfy their customers. To be specific, the provision of highly reliable service is essential for service providers to survive in their target market. To realize highly reliable products or services, in general, it is an effective approach to prevent failures from occurring in the use phase. In this study, we aim to support service failure analysis in order to minimize the occurrence of failures. This paper proposes a method for analyzing service failure effects in the service design phase. Specifically, we define service failure and propose a procedure to analyze service failure effects with models that are proposed in Service Engineering. The proposed method is verified through its application to a practical case.

Copyright © 2013 by ASME
Topics: Failure



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