지원사업
학술연구/단체지원/교육 등 연구자 활동을 지속하도록 DBpia가 지원하고 있어요.
커뮤니티
연구자들이 자신의 연구와 전문성을 널리 알리고, 새로운 협력의 기회를 만들 수 있는 네트워킹 공간이에요.
논문 기본 정보
- 자료유형
- 학술대회자료
- 저자정보
- 발행연도
- 2013.8
- 수록면
- 509 - 518 (10page)
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초록· 키워드
오류제보하기
As society matures, customer requirements have become more varied. Services have been attracted increasing attention from industry and academic field as an effective mean to satisfy such varied customer requirements. In order to make a profit, it is important for companies to build and maintain long-term relationships with customers. Therefore, service providers should maintain their service quality and always satisfy their customers. To realize highly reliable product or services, in general, it is an effective approach to prevent failures from occurring in the use phase. Therefore, it is necessary that analysts identify the factors that could cause service failure and take appropriate measures against the target failure factor in advance. However, service failure factors are varied compared to physical products because service failures occur due to uncertainty elements such as human factor. In this study, we aim to enable service analysts to identify the critical failure factor from a number of failure factors. To achieve this, we identify complex failure factors and relationship among them from the viewpoint of the field where the service provided. This paper proposes a method for structuring the causal sequence between service failure factors by using a method of system modeling.
목차
Abstract
1. Introduction
2. Service Reliability and Failure
3. Existing Research
4. A Method for Structuring Service Failure Factors
5. Application
6. Discussion
7. Conclusion
References
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UCI(KEPA) : I410-ECN-0101-2015-500-000938770