期刊名称：Journal on Innovation and Sustainability. RISUS ISSN 2179-3565
印刷版ISSN：2179-3565
出版年度：2012
卷号：3
期号：2
语种：English
出版社：RISUS. Revista de Innovación y Sustentabilidad ISSN 2179-3565
摘要：The provision of highly reliable services is essential for the maintenance of long-term relationships with customers. To establish highly reliable services, the potential for service failures and their causes must be identified and taken appropriate steps in the process of service design. Methods are proposed to support these activities. However, the quality of these analyses depends on designers’ abilities such as their experience. Therefore, it is difficult to enumerate potential service failure and their causes exhaustively in the phase of service design. In this paper, we propose a method for the extraction of service failure causes. The proposed method is verified through its application to a practical case.
