Measurement and Evaluation in Service Engineering

  • Sakae Yamamoto
  • Miki Hiroyuki
  • Hirohiko Mori
Part of the Lecture Notes in Computer Science book series (LNCS, volume 6771)

Abstract

This paper discusses how to advance the service engineering research. The service engineering is still established as study, and has not been completed. However, it dared to take up how to advance the service engineering research. As for the reason, the following three points are thought. First of all, the methodology of an original service engineering cannot establish it yet. The secondly, researchers involved in the service engineering have taken an active part to the research in various fields. Thirdly, the service engineering is researched therefore based on each one’s current knowledge. It has been thought that it is necessary to devise a method that manages to be unified. Of course, what respect you should note while thinking about the system of the service engineering now is described. Especially, it is thought that the finding of a deeply related field to the Ergonomics is needed in the service engineering.

Keywords

Service Engineering Kano Theory Industrial Engineering 

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References

  1. 1.
    Kano, N., et al.: Attractive Quality and Must-Be Quality. The Journal of Japanese Society for Quality Control 14(2), 39–48 (1984)Google Scholar
  2. 2.
    Kano, N.: Quality crisis that Japan faces. DAIWA Review (9), 4–13 (2003)Google Scholar
  3. 3.
    Stauss, B., et al. (eds.): Services Science, Fundamentals, Challenges and Future Developments. Springer, Heidelberg (2008)Google Scholar
  4. 4.
    Salvendy, G., Karwowski, W.: Introduction To Service Engineering. John Wiley & Sons, New Jersey (2010)Google Scholar

Copyright information

© Springer-Verlag Berlin Heidelberg 2011

Authors and Affiliations

  • Sakae Yamamoto
    • 1
  • Miki Hiroyuki
    • 2
  • Hirohiko Mori
    • 3
  1. 1.Faculty of EngineeringTokyo University of ScienceTokyoJapan
  2. 2.Oki Electric Ind. Co., Ltd.Japan
  3. 3.Tokyo City Univ.Japan

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