s-Scape: a Service Prototype Testing Space for Innovation of Service Quality Improvement
There are limits from the perspective of cost and time in evaluating the service quality by testing services after such services have already been launched in the markets. To provide better services, it would be desirable to create a prototype at the stage of new service development and to test such prototype prior to launching the service. To this end, we aim to identify the factors that affect the quality of a given service and to test such factors in the course of developing the service prior to the launch. The key in creating a service prototype is to reflect the interactions among the customer, the service provider, and the service environment. We plan to create a space for testing such prototype and measure the factors that affect the quality of service through such prototype testing so that such factors can be reflected in creating a new service. As an initial step in creating and testing the service prototype, the purpose of this paper is to introduce the s-Scape system which refers to the space for testing service prototypes.
s-Scape service development service test service quality service improvement
Hyunwoong Ko Dongmin Shin
Department of Industrial and Management Engineering, Hanyang University, Ansan, South Korea
国际会议
The Institute Industrial Engineera Asian Conference 2011(2011年国际工业工程师协会亚洲会议)
上海
英文
604-611
2011-06-10（万方平台首次上网日期，不代表论文的发表时间）