Proposal of a measuring method of customer's attention and satisfaction on services

Advances in Life Cycle Engineering for Sustainable Manufacturing Businesses - Proceedings of the 14th CIRP Conference on Life Cycle Engineering

Volumn , Issue , 2007, Pages 417-422

  Yoshimitsu, Yohei ^a   Kimita, Koji ^b   Hara, Tatsunori ^a   Shimomura, Yoshiki ^a   Arai, Tamio ^a  

^a UNIVERSITY OF TOKYO   (Japan)

^b TOKYO METROPOLITAN UNIVERSITY   (Japan)

Author keywords

Customer satisfaction; Service engineering; Service evaluation; Value engineering

Indexed keywords

LIFE CYCLE; MANUFACTURE; VALUE ENGINEERING;

ATTRIBUTE VALUES; CONJOINT ANALYSIS; EVALUATION MODELING; MANUFACTURING COMPANIES; MEASURING METHOD; SERVICE ENGINEERING; SERVICE EVALUATION; SERVICE INDUSTRIES;

CUSTOMER SATISFACTION;

EID: 80052125134     PISSN: None     EISSN: None     Source Type: Conference Proceeding    
DOI: 10.1007/978-1-84628-935-4_72     Document Type: Conference Paper

References (12)

1. Y. Shimomura, T. Tomiyama, "Service Modeling for Service Engineering", In IFIP International Federation for Information Processing, Vol. 167, (ISSN 1571-5736 (Paper) 1861-2288 (Online)), pp. 31-38, Springer Boston, 2005.
2. T.L. Saaty: The Analytic Hierarchy Process, 1980, McGraw-Hill.
3. Y. Akao: Quality Function Deployment, Productivity Press, Cambridge, Massachusetts, 1990.
4. Manassero G., Semeraro Q. and Tolio T., A New Method to Cope with Decision Makers' Uncertainty in the Equipment Selection Process, Annals of the CIRP, 53/1:389-392, 2004.
5. Arai T, Shimomura Y. Service CAD System - Evaluation and Quantification. Annals of the CIRP, 2005; 54-1: 463-6. (Pubitemid 40951808)
6. K. Albrecht, The Only Thing That Matters: Bringing the Power of the Customer into the Center of Your Business, Collins, 1993.
7. B.H. Schmitt, Experiential Marketing: How to Get Customers to Sense, Feel, Think, Act, Relate, Free Press, 1999.
8. N. Kano, N. Seraku, F. Takahashi, S. Tsuji, "Attractive Quality and Must-Be Quality", Quality, Vol. 14, No. 2, pp.39-48, the Japan Society for Quality Control, 1984.
9. D. Kahneman, A. Tversky, "Prospect Theory: An Analysis of Decision under Risk", Econometrica, XVLII, pp.263-291, 1979.
10. A. Parasuraman, V.A. Zeithaml, L.L. Berry, SERVQUAL: A Multiple-Item Scale for Measuring Consumer Perceptions of Service Quality, Journal of Retailing, Vol. 64, No. 1, pp.12-40, 1988.
11. A. Parasuraman, L.L. Berry, V.A. Zeithaml Understanding Customer Expectations of Service, Sloan Management Review, 32:3, pp.39-48, 1991.
12. M. Ernzer, K. Kopp, Application of Kano Model to Life Cycle Design, Proceedings of EcoDesign2003: Third International Symposium on Environmentally Conscious Design and Inverse Manufacturing Tokyo, Japan December 8-11, 2003, pp.383-389, 2003.