A Proposal of Service Design Evaluation Method

  • Toshiki Yamaoka
Part of the Lecture Notes in Computer Science book series (LNCS, volume 6776)


This paper describes service evaluation method After a structure of service are explained, the service design are shown concretely. A structure of service consists of 4 factors of environment, machine, customer and employee. The relationship of customer versus environment, machine, and service employee are defined. The structure of service design is constructed based on 5 factors: service organization system, service design concept, interaction between customers and service employees / machine, produced good service quality and increased service productivity. Finally the two service design evaluation methods based on above-mentioned service items are proposed. The one is evaluated from viewpoint of customer’s expectation and evaluation. The another one is the checklist consisted of seven questionnaires.


service design evaluation structure of service structure of service design 


Unable to display preview. Download preview PDF.

Unable to display preview. Download preview PDF.


  1. 1.
    Yamaoka, T.: A study on service design method based on Human Design Technology. In: Proceedings of the 2nd International service Inovation design Conference, pp. 107–112 (2010)Google Scholar
  2. 2.
    Yamaoka, T.: An introduction to Human Design Technology (in Japanese). Morikita publishing company, Tokyo (2003)Google Scholar
  3. 3.
    Yamaoka, T., Matsunobe, T.: Making products user-friendly and charming using Human Design Technology. In: Proceeding of HCI International Universal Access in HCI, vol. 3, pp. 55–59 (2001)Google Scholar

Copyright information

© Springer-Verlag Berlin Heidelberg 2011

Authors and Affiliations

  • Toshiki Yamaoka
    • 1
  1. 1.Wakayama UniversityWakayamaJapan

Personalised recommendations